Shell Energy ... unimpressed so far

edited 8 July 2020 at 11:13AM in LPG, heating oil, solid & other fuels
8 replies 1.1K views
seejay2020seejay2020 Forumite
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Started a switch at the weekend as they seemed best from the Cheap Energy club.
Monday, I got an email from them confirming my expected annual cost would be £255, but when I went into the account they said they were going to be taking £30 per month to cover this. Isn't 12*£30 £360 rather than £255? (£255/12 = £21 to £22 pcm)
Their website contact page wasn't working, so I finally track down a couple of email addresses ([email protected] & {Email used by Forum Team} - who is apparently the "director" of customer service) and fired off an email to find out why they wanted to overcharge me by 40%. No response, so fired off a follow-up ... still a deafening silence. This is just the sort of level of customer service I came to expect from Extra Energy!!
At least Extra Energy had the sense not to adopt such a contemptuous attitude towards customers until after they had actually switched.
If they continue to demonstrate this approach of intending to steal £105 from me over the coming year, I shall cancel the switch this coming weekend, but I just want to warn anyone else who may think Shell Energy would be a good firm to swap to. I will keep you posted.

Replies

  • JJ_EganJJ_Egan Forumite
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    What are they supplying Oil >> or LPG .
  • dunstonhdunstonh Forumite
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    Monday, I got an email from them confirming my expected annual cost would be £255, but when I went into the account they said they were going to be taking £30 per month to cover this. Isn't 12*£30 £360 rather than £255? (£255/12 = £21 to £22 pcm)

    Normally its cheaper to buy alternative fuels on a "as and when" basis.  So, if you are filling your oil tank, you pay when you fill it up.  The schemes where you pay an avearge over the year are not as effective on alterantive fuels.  Works fine for gas and electric but as you have posted in this section (alterantive fuels), that would indicate you are not referring to gas or electric.



    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • edited 8 July 2020 at 2:05PM
    HasbeenHasbeen Forumite
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    edited 8 July 2020 at 2:05PM
    Started a switch at the weekend as they seemed best from the Cheap Energy club.
    Monday, I got an email from them confirming my expected annual cost would be £255, but when I went into the account they said they were going to be taking £30 per month to cover this. Isn't 12*£30 £360 rather than £255? (£255/12 = £21 to £22 pcm)
    Their website contact page wasn't working, so I finally track down a couple of email addresses ([email protected] & {Email used by Forum Team} - who is apparently the "director" of customer service) and fired off an email to find out why they wanted to overcharge me by 40%. No response, so fired off a follow-up ... still a deafening silence. This is just the sort of level of customer service I came to expect from Extra Energy!!
    At least Extra Energy had the sense not to adopt such a contemptuous attitude towards customers until after they had actually switched.
    If they continue to demonstrate this approach of intending to steal £105 from me over the coming year, I shall cancel the switch this coming weekend, but I just want to warn anyone else who may think Shell Energy would be a good firm to swap to. I will keep you posted.
    The cheap energy club has oil and LPG suppliers? as well as Gas and Electric :D :smile: 
    I would read up on: https://www.moneysavingexpert.com/utilities/lower-energy-direct-debits/ 
    The world is not ruined by the wickedness of the wicked, but by the weakness of the good. Napoleon
  • seejay2020seejay2020 Forumite
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    Newbie
    JJ_Egan said:
    What are they supplying Oil >> or LPG .
    Electricity
  • seejay2020seejay2020 Forumite
    3 Posts
    First Post
    Newbie
    Obviously I have put this in the wrong place. The only options I could find under 'Energy' were 'water bills' and this one, so not sure where I should have posted? Can I get this thread moved to the right place?
    Anyway, update.
    (1) It is a lot faster to get in touch with them on facebook than trying to get them to respond to emails.
    (2) It turns out that £30pcm is the minimum automatic direct debit amount for new accounts, but they are quite happy to amend this to a lower amount based on figures supplied. Can't help feeling that they could have saved me a lot of hassle and themselves the bad publicity if they had made this clear with their original communications.
    (3) On the basis of this information provided (which can always be forwarded to the Energy Ombudsman should the need arise!), I will be continuing with the switch.
    Thanks.
  • HasbeenHasbeen Forumite
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    Obviously I have put this in the wrong place. The only options I could find under 'Energy' were 'water bills' and this one, so not sure where I should have posted? 
    When posting about Gas or Electric, most people click on the big black ENERGY button.

    If Water etc or LPG, Oil etc, then they click on one of the relevant smaller blue subfolders.

    That's what should happen anyway LOL



    The world is not ruined by the wickedness of the wicked, but by the weakness of the good. Napoleon
  • edited 10 July 2020 at 12:56PM
    JJ_EganJJ_Egan Forumite
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    edited 10 July 2020 at 12:56PM
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