I had a great experience with bulb when I was a customer. But I was absolutely dumbfounded when they handed ‘an outstanding amount’ to a debt collection agency when I moved house, without making any attempt to contact me first.
It turns out there was no amount outstanding – this was 100% bulb’s mistake – as I had provided the final meter readings on the day I moved out (which was the same day the new tenants moved in).
I am disgusted that a company that prides itself on its friendly customer service and jaunty irreverent tone of communication in their marketing should immediately resort to ‘sending in the heavies’ for the paltry sum of £30 without checking their records first, knowing the distress and stress this is likely to cause.
An extremely disappointing experience with a company I held in very high regard – which will, of course, be ruled out as an option as my future energy supplier.
January 22, 2020: Twitter post retweeted a number of times.
January 24, 2020: Still no apology. Disappointment….
…to discover the house I am moving into is currently supplied by bulb energy. I can’t help wondering if they employ a company to monitor their online reputation? If not, I know a great consultant. ONE apology bulb, for f**ck’s sake. Admit it when you slip up.
January 24th pm: Hoorah!
A Reply on Trustpilot
My Original Complaint:
bulb energy's response:
Thanks for you review, I’m so sorry to hear you’ve had a negative experience with us and that this caused you undue stress.
The debt collection cycle is automated and I can absolutely assure you that every attempt will have been made to try and contact you by phone and/or email for a number of weeks before any escalation to a debt collection agency.
Without knowing the particulars of your case though, I’m unable to comment as to whether this mistake was at our end or not. If it was then, please let us know by providing your name, address and a little detail on the matter in an email to email@example.com. I’d be most willing to raise a formal complaint for you there, and to work with you towards a resolution proportionate to the scale of the error.
And my email to bulb energy
The address of my supply up until July of this year was xxx xx x x x x x.
28 January 2019 - email from Bulb Energy
Adam M. (Bulb Help)
Jan 28, 17:01 GMT
Thanks so much for getting through to us here. Once again, I wholeheartedly apologise if any debt collection notices have caused you or your family any undue stress.
I’ve had a deep-dive into your account and cannot find any instance of a debt collection notice in your name or tied to your account. Your account closed down on 18/07/19 with a credit balance of £119 which you confirm we refunded back to you shortly after. This brought the account balance to zero so that it could close down definitively.
Your leaving X XXXX XXX XXX on 18/07/19 opens up a blank “occuper account” for the following day. This account sits there ready and waiting to be taken up by whoever replaces you at the address. We have still not heard from whoever replaced you despite receiving notice that this person(s) have switched supply away to another company. And it is for the account that an external debt collection agency was called in – not yours.
We’ll have made several attempts to contact them before escalating this to an external debt collection agency. Most of the time, the new occupant is totally unaware that they inherit the existing supplier at the address. Even if they elected to bring their old supplier with them, there will nearly always be a small overlap where they’re supplied by the incumbent supplier (which would be Bulb in this instance). This may also go some way towards explaining why you received no contact from us directly since this is something we would do a number of times before escalating to an external debt collection agency.
Be that as it may, I cannot emphasise enough that the debt collection notices are not for yourself. Would you be able to confirm whether the notices from the debt collectors LCS were in your name rather than being addressed to “The Occupier”? Could you also kindly confirm whether the notices refer to dates on or after 19th July when you were no longer legally responsible for the energy supply at the address?
Many thanks, please let me know your findings. I really hope this is case of you picking up notices intended for someone else. If it isn’t, I’ll investigate further with the Revenue Assurance Team.
We hope you’re satisfied with this suggestion, but please let us know if you’re not. If we don’t hear back from you within 14 days, we’ll consider the complaint closed.
You can find information regarding our complaints handling process on our website at https://bulb.co.uk/complaints/
If you’d like a second opinion, Citizens Advice (https://www.citizensadvice.
Complete their web form, or call the free consumer helpline on 03454 04 05 06.
28 January 2020, 1811hrs: My Response
I’m delighted to say the issue with Bulb has been sorted. Without boring you with the many emails that went back and forth between Adam and I, it was established that the debt belongs to the new occupants, and Bulb Energy apologised for their mistake, with a goodwill payment of £30.
It was an unfortunate incident all round, with my family unduly distressed that debt collectors would be knocking at their door, the potential impact on my credit rating, and the subsequent raging emails that poor Adam had to endure as a result of their mistake.
I can honestly say we’re all glad that the incident is brought to a close, but whether the incident has made an impact on my credit rating is not something my credit assessing provider is able to tell me.