Add your feedback on energy supplier Shell Energy (formerly First Utility)

matelodave

I've been with them since last November. The switchover went OK and they've been taking the agreed DD on the appointed day. However it wasn't untill the end of May that they managed to sort out the billing and enable readings to be input. Junes's bill was a bit iffy but July was correct. If August is still correct then they'll have sorted it out but it's taken a long time and regular monthly E-mails between me & them to get it right.
I'm just hoping that when the contract finishes in April next year it will transfer and close down properly especially as I'll be in credit due to last winter being so mild.

matelodave

matelodave wrote: »

I've been with them since last November. The switchover went OK and they've been taking the agreed DD on the appointed day. However it wasn't untill the end of May that they managed to sort out the billing and enable readings to be input. Junes's bill was a bit iffy but July was correct. If August is still correct then they'll have sorted it out but it's taken a long time and regular monthly E-mails between me & them to get it right.
I'm just hoping that when the contract finishes in April next year it will transfer and close down properly especially as I'll be in credit due to last winter being so mild.

That said it took Scottish Power ten weeks to refund my credit when I transferred, so they all seem to be as bad as each other at the moment

Glennn

Hi,

I transferred over about 6 weeks ago but haven't been told a switching date yet or asked to submit a reading.

I have all my log in details so can get into my account but that is it.

How long did it take for everyone else to switch? At what point would you be calling them to ask?

matelodave

Mine switched over in under five weeks but I think it was Scottish Power who held it up even though I was £130 in credit to them.

Glennn

I have just moved house (July) so haven't paid anyone anything yet. I didn't want to contact the old supplier until I knew it had changed over, I have in the past done that and ended up confusing the customer services and delaying things.

dippydolly

My switch also took under five weeks. After a month I submitted a reading and an accurate bill appeared in my account. The second month I again submitted a reading, which is recorded in my account, but no bill appeared. The next reading is now due. Did I read somewhere that they would bill monthly, or am I making it up?:j

POLAR_BILL

Glennn wrote: »

Hi,

I transferred over about 6 weeks ago but haven't been told a switching date yet or asked to submit a reading.

I have all my log in details so can get into my account but that is it.

How long did it take for everyone else to switch? At what point would you be calling them to ask?

From applying to the supply was about 5.5 weeks. They had the first direct debit and I have changed to a variable direct debit so hopefully it will go OK.

POLAR_BILL

dippydolly wrote: »

My switch also took under five weeks. After a month I submitted a reading and an accurate bill appeared in my account. The second month I again submitted a reading, which is recorded in my account, but no bill appeared. The next reading is now due. Did I read somewhere that they would bill monthly, or am I making it up?:j

I believe they do monthly accounts but maybe that is only if you are paying by variable direct debits?

grim123

I've been with FU for 3 months now and here is my experiences to date:
1) takes 30-40 mins to get through to their call center, just as well i found an 0800 number. They claim they are taking on extra staff but they said this 2 months ago and service is still poor,
2) i have submitted 3 meter readings and no update is available on the site with an updated account and certainly no bills, also energy usage monitor hasn't worked since i started inputting meter readings,
Response from FU was they only routinely generate bills every 6 months although they want readings every month! Could not answer why energy usage monitor wasn't working, they would investigate and come back, still waiting.
3) Using email contact is slow for responses, again i put this down to lack of staff.

Summary,
join FU if you want cheapest price but the poorest experience and customer service. They have not thought through the administration required when they should have anticipated the number of new customers they would gain.
They haven't learnt from the issues/failures of the big 6 and if they have to add cost to their business can they continue to be a market leader.

Glennn

Looks like I have a switch date of the 5th Sept. When I log into the app it has a progress chart that I can''t seem to see when I log in on the full website.