I received a final gas bill from Bulb at the end of February, 2023, which informed me that I was £91.31 in credit. I called Bulb in early March to request a refund be made and was informed I would receive a cheque. This didn’t arrive.

I contacted Bulb again, this time online, towards the end of April and received from a reply from ‘Bulb Help’ asking me to resend my request from an email address associated with the account. I had no idea what this would be as I was sending from my usual email address. As such I asked them to send the refund to the address where the account was held and I would receive it. I received a second reply from Bulb that stated:-

“Looking into your bulb account I see that the approval to get your refund sent via cheque was approved back in February. At this point I am unable to say when it will be delivered”

To date, no cheque has arrived. I sent a further email to Bulb Help on the 6th June to advise them of this and point out that it had been outstanding for some time. No response. So I repeated the request by email on the 13th June and was again ignored.

As I write this I ask myself what Bulb might have done if the situation were reversed. If I had promised to send money and failed to do so and subsequently ignored their requests, would they have invoked legal action against me after almost four months?

Whatever the situation from Bulb's perspective, ignoring a customer is not acceptable.

Update - 07/07/2023

Following intervention from the respondent to my original posting, I have now received a refund. It's a pity it took a complaint on TrustPilot to make it happen, but credit where credit's due: they sorted it out.