So, having worked for a utility company myself (yes one of those people) I can only apologise for all the advisors that actually WERE doing their job. [Here is a quick summary because the two stories are long]:
- 6-8 weeks for a final bill to be produced, used predicted despite being given actual
- rang so many times it was beyond a joke to be told the previous agent hadn't done what they were supposed to have
- chasing a refund for essentially 2 months AFTER the final bill
- Total of 3/4 months to POTENTIALLY get what is owed to me (if this had been a customer their credit file would have been shot)
- Rude "floor support", no managers in sight. Unable to help in general.
-Being lied to over the phone by 3 advisors
-Staff unaware of their own bill changes and do not give any warning to customers
-Now ridiculous "estimated" prices. Were going to be paying for the equivalent of a 5 person household for just 2 people. (Increase of bills for £50 a month to £95)
- Refund issues again, the advisors have no idea on what they are advising
DO NOT GO WITH THIS COMPANY THEY ARE ABSOLUTELY SHOCKING.
*An old account*
My story starts 16th July (2018) when i moved out and gave in my actual meter readings. I lived in a house-share with 4 other people so they were relying on me to communicate any credit or debt they owed me. I expected maybe 1 week wait (if any) for a final bill. I was told it can take 6-8 weeks. That was my first shock. This is my first gas/electric company having dealt with so I didn't question it (despite water being able to do it there and then over the phone). I rang up multiple times within that time frame just to check if anything had been produced, nothing.
Time frame coming to a close I finally got told that they had produced the bills, but based on "predicted readings, as I had not supplied them with actual". I had a picture in front of me with the actual and told them they were incorrect. They said they would re-process (thankfully not taking another 6-8 weeks). I ring up again, "Oh your electricity bill has been produced, but for some reason not your gas, I shall try to force that through and will email the team"... right. So I request the refund for the electric, get told 3-5 days (standard). Okay. Eagerly tell my 4 old house mates. (At this point we are in the back end of August).
I ring up again, end of the week, get told gas has now been created, refund shall take 3-5 day. Again, okay. But I get told for some reason electric still hasn't gone through, why? "No idea, I shall put it through again this time with the gas for you". Fab.
I ring up again, still no refund. When will I get this? "Oh for some reason neither have been accepted, give me 72 hours I shall get this sorted for you and will get someone to call you back". Awesome... No call back. Ring them again. "Oh they didn't put it through, I shall for you now, it will take 10 working days".
So we have gone from 3-5 days, to 72hr, to 10 days. I am annoyed. I just want it over with, so do the 4 housemates.
I ring up near the end of the 10 days (no longer trusting ANYTHING I am told). Get a lovely agent (she's drawn the short straw sadly). She tells me that "The gas hasn't even been put through yet and sadly we now have a backlog so it will take up to 28 days for a refund"... 28 days... TWENTY. EIGHT. DAYS. I HAVE BEEN CHASING THIS DAMNED THING FOR CLOSE TO 3 MONTHS NOW.
Ask to speak to a manager, apologise to the lovely agent, completely not her fault. Get given "floor support" who says "Why do you want a manager, I can deal with any request, I am a senior member of the team", because my dear, i no longer believe any of your agents, much less their support. She tells me there is nothing they can do but advises because the electricity was initially requested on the 6th of September, and according to their new (and recent) promise they need that to get refunded to me by the 5th of October (28 days folks...). So here we are.
*Soon to be old account*
Despite all of the early stages of above Economy energy (we are now in were still the lowest cost for gas and electric so in my new house with just the two of us decided to swap to them again (what a mistake). Swap was no hassle. They took their strange 2 double first payment (not met any other company that does that) again.
I ring up to get the DD date changed, here is when the party started. I ring up, get a very tired gentleman (who can blame him, Monday) who yawns on the phone (we've all been there bless him). He tells me he will do that for me today and change the pay date from the 8th to the 22nd, and would call me back.
He calls me back (shocker!). And says that has all been done and not to worry. I ask him 3 times just to make sure, The. Price. Will. Not. Change. Confirmed 3 times. Awesome.
Next day I get an email saying Electric DD date has changed. Perfect! But then I notice it says "This price has increased from £32 so £52". [WHAT]. Ring up get an advisor "Oh this is due to an industry wide increase". But I was told it would stay the same? "Nothing we can do, the prices have increased". Okay, I have had no email about gas, will that change, has it changed? "No, everything should stay the same, I can see on your account nothing will change". Good. Okay, I can accept a £20 increase, not happy, but will accept.
2 hours late. TWO. HOURS. I get an email 'We have changed your gas DD and have increased the price". Fuming. Absolutely fuming. I get the fella to ring because I am ready to rip a head off at this point, which will get us nowhere. Bloke says "Oh yeah, company increase, practically double the charges". So we have increased by almost £40 a month and am now paying £95 a month for 2 people, whereas my previous account with 5 people was £90 a month, and we were owed a pretty big refund.
Same day I rang up Bulb and immediately transferred.
DO NOT GO WITH THIS COMPANY. ABSOLUTELY BLOODY SHOCKING.