Earlier this month I was furious to find out that Bulb had doubled my direct debit unnecessarily to £131.09. Even though I already had £116 in my account, more than enough to cover that month's energy bill. So, I logged onto the customer service and spoke to a man called Tom B. Him and his manager LITERALLY AGREED that they were going to cover the mistake and refund me £257.19 due to them stating that their policy wasn't "clear". This was their own genuine comment and agreement and that they were going to send me an email to confirm that this amount was going to be refunded that afternoon. I have this in writing clear as day. But to my dismay, no email or refund. So, over a week later I spoke to a man called Ben D on the online chat to find out that there was a problem with my refund and that they were sorry for the delay. Again, unprofessional. I then get emailed by Tom B to find out that I would only be refunded £150.69, NOT what Tom or his manager agreed. This is seriously unprofessional and because we made a verbal contract about the agreed refund amount, you can understand my frustration when I was denied the £117 that has originally agreed.