Gnergy Ltd customers: Your questions on new supplier Bulb

We have appointed Bulb to take on the 9,000 customers of Gnergy Ltd, which is ceasing to trade. 

This appointment will take effect on Sunday 22 March 2020, following a competitive process Ofgem has run to get the best deal for customers. 

This guide will answer some of your questions on what happens now.

Your supply

When will I be switched from Gnergy to Bulb?

Gnergy customers will be transferred to a new contract with Bulb from Saturday 21 March 2020. Bulb will then contact all customers to explain what happens next.

If you haven’t heard from them within a few days, please get in contact using the details below.

Emailgnergy@bulb.co.uk

Online chatwww.bulb.co.uk/help

Phone for GnERGY queries: 0800 032 0119

Emergency phone number: 0300 30 30 635 

Website: www.bulb.co.uk/gnergy/

Your contract

Will I be on a different contract with Bulb? Will I pay more?

They have put you on a deemed tariff rate and will now contact all ex-Gnergy customers to let them know personalised tariff information. 

You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Switching supplier

I don’t want a contract with Bulb. Can I switch?

Our advice is not to switch immediately, but wait until Bulb has been in touch with you. They will contact you with personalised information about your tariff.

Your account will be fully set up with them in the coming weeks. Bulb will contact you at this point to confirm once this has happened.

If customers wish to change their tariff or switch supplier, they should ask to be switched to another British Gas tariff, or shop around. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest way to have any credit balances you had with Breeze Energy honoured by Bulb.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Accounts in debt or credit

I’m in credit with Gnergy. Will I get my money back?

Bulb will honour customers’ credit balances for both current and past customers of Gnergy who are owed money.

Bulb will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take a several weeks as Bulb needs to receive and review records from Gnergy. When calculating your credit balance, they will deduct any unbilled charges for your supply by Gnergy. These are calculated by Gnergy’s administrators.

I’ve left Gnergy but I owe them money. Will I need to pay it back to Bulb?

If you have switched and owed Gnergy money, including if you were paying this money back, the administrators or Bulbwill be in contact with you to discuss repayment arrangements.

I’ve left Gnergy, but have a credit balance.  Will Bulb pay me this money?

Bulb will honour credit balances for both current and past domestic customers of Gnergy who are owed money.

Bulb will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process can take some time. When calculating your credit balance, Bulb will deduct any unbilled charges for your supply by Gnergy. These are calculated by Gnergy’s administrators.

Payments through direct debit

Should I cancel my direct debit?

You don’t need to cancel your direct debit, but can if you wish to. Bulb will be in touch with you about whether your existing direct debit will remain in place, or whether they will set up a new direct debit .

I’ve already cancelled my direct debit. Should I do anything?

You don’t need to worry if you’ve already cancelled your direct debit. Bulb will be in touch with you to set up a new customer account and direct debit. They will also be able to tell you what will happen with any credit balance you may have with Gnergy.”

Smart meter customers

Will my smart meter operate as normal?

For Gnergy customers with smart meters, these should continue to operate as normal at this time, and Bulb will contact customers if there is a need to make any changes to the functionality of any of these meters.

Complaints and contacts

Will Bulb take on my unresolved complaint to Gnergy?

Bulb is not required to take on any unresolved complaints relating to Gnergy.

However, if you believe your complaint is still ongoing, once Bulb contact you, please discuss with them how the issue can be resolved.

If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps.

Enquiries

Bulb will contact Gnergy customers with more information about their contract, tariff and any credit owed to you. If your question isn’t answered here, you should contact the Bulb customer contact team.

Emailgnergy@bulb.co.uk

Online chatwww.bulb.co.uk/help

Phone for GnERGY queries: 0800 032 0119

Emergency phone number: 0300 30 30 635 

Website: www.bulb.co.uk/gnergy/

Gnergy Ltd’s administrators

We will publish contact details here when these are available.

Further help and advice

If your question isn’t answered here and you have concerns about your energy supply, problems or complaints, you should contact the Citizens Advice consumer helpline in the first instance for guidance and support.

Ofgem’s role

You can read more about our powers to protect consumers when suppliers go out of business in our guidance: Supplier of Last Resort process.

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