Recent Shell Energy Price Hike

VXman

Darren__C said:

Hi, my bill credit was due to be applied this month £100, if I cancel due to the price rise will I get refunded the £100 or will I loose it. 

Same question here - getting , £120 bill credit on a £25pm contract started on 1st Sept. Will be well in credit of about £45. If I leave will they send me the £45 to my bank account?

TBH it's an  extra £1 per month on quite a decent deal (£15 for superfast fibre broadband which will become £16 ish) and I've had no issues. My not be worth the hassle of leaving.

edwin1000

Same here will  credit be lost or still paid out?

Darren__C

VXman said:

Darren__C said:

Hi, my bill credit was due to be applied this month £100, if I cancel due to the price rise will I get refunded the £100 or will I loose it. 

Same question here - getting , £120 bill credit on a £25pm contract started on 1st Sept. Will be well in credit of about £45. If I leave will they send me the £45 to my bank account?

TBH it's an  extra £1 per month on quite a decent deal (£15 for superfast fibre broadband which will become £16 ish) and I've had no issues. My not be worth the hassle of leaving.

Agree not sure I will move, for the sake of £1 and like you I've had no issues (other than when I first moved over) 

VXman

edwin1000 said:

Same here will  credit be lost or still paid out?

Mine will be paid out very soon, certainly well before my 30 day get out time. My concern is that will put me in credit so will they give me that back?. I think they should but if they don't I really don't like the idea of chasing them based on experiences with my energy deal. 

Having said that I quite like the idea that they would have paid me £45 for using their fibre for 4 months!! 

Darren__C

I asked on the Shell energy chat if bill credit would be paid this was the response
We understand if customers aren’t happy with these changes. Customers can cancel their service within 30 days of receiving our price rise notification, without an early termination charge. The email/letter provides a dedicated number for the customers to call if they have any questions, or are thinking of leaving; 0333 241 9412. Lines are open Monday to Friday, from 9pm to 5pm. There is also a dedicated email address broadband.enquiries@shellenergy.co.uk In terms of transferring the bill credit offer if you move providers, this is not something we will be doing for our customers, as we have put alternative options in place.


No it will not be refunded to you as cash, as the offer is a bill credit offer only, also in the terms and conditions it specifies if you cancel you are no longer entitled to the bill credit offer.

VXman

Whst alternative options have they put in place?

Norman_Castle

If I need to call them to tell them I'm leaving how exactly does it work with regard to timescales? There's a Talktalk deal ending on Monday, can I sign up for this then call or email Shell to tell them I'm leaving? Is this accepted as long as you contact them before the change takes place which is normally about 10 days. I'd be contacting Shell on the same or next day that I contact Talktalk requesting the change to them.

Shells price change email also states you can email them to leave. I'd prefer to do this, any suggestions on wording?

"You can cancel your service within the next 30 days without early cancellation charges. Not happy with the change? Call us on 0333 241 9412, lines are open Monday to Friday, from 9am to 5pm. You can also send an email to broadband.enquiries@shellenergy.co.uk."

mohammed1111

Norman_Castle said:

If I need to call them to tell them I'm leaving how exactly does it work with regard to timescales? There's a Talktalk deal ending on Monday, can I sign up for this then call or email Shell to tell them I'm leaving? Is this accepted as long as you contact them before the change takes place which is normally about 10 days. I'd be contacting Shell on the same or next day that I contact Talktalk requesting the change to them.

Shells price change email also states you can email them to leave. I'd prefer to do this, any suggestions on wording?

"You can cancel your service within the next 30 days without early cancellation charges. Not happy with the change? Call us on 0333 241 9412, lines are open Monday to Friday, from 9am to 5pm. You can also send an email to broadband.enquiries@shellenergy.co.uk."

If you're switching to another provider using the openreach network you just need to place the order with them and they will contact Shell. But knowing shell you'd probably want to email them and tell them so they don't pull a fast one lat on 

VXman

Darren__C said:

I asked on the Shell energy chat if bill credit would be paid this was the response
We understand if customers aren’t happy with these changes. Customers can cancel their service within 30 days of receiving our price rise notification, without an early termination charge. The email/letter provides a dedicated number for the customers to call if they have any questions, or are thinking of leaving; 0333 241 9412. Lines are open Monday to Friday, from 9pm to 5pm. There is also a dedicated email address broadband.enquiries@shellenergy.co.uk In terms of transferring the bill credit offer if you move providers, this is not something we will be doing for our customers, as we have put alternative options in place.


No it will not be refunded to you as cash, as the offer is a bill credit offer only, also in the terms and conditions it specifies if you cancel you are no longer entitled to the bill credit offer.

I already have a credit amount on my bill due to the £120 bill credit already have been processed - so I wonder is this will be refunded to me. It feels like it should be as effectively they have already given me the money. Will try and ask them but I just feel unsure about relying on them for this even if they say it is so.

Norman_Castle

mohammed1111 said:

Norman_Castle said:

If I need to call them to tell them I'm leaving how exactly does it work with regard to timescales? There's a Talktalk deal ending on Monday, can I sign up for this then call or email Shell to tell them I'm leaving? Is this accepted as long as you contact them before the change takes place which is normally about 10 days. I'd be contacting Shell on the same or next day that I contact Talktalk requesting the change to them.

Shells price change email also states you can email them to leave. I'd prefer to do this, any suggestions on wording?

"You can cancel your service within the next 30 days without early cancellation charges. Not happy with the change? Call us on 0333 241 9412, lines are open Monday to Friday, from 9am to 5pm. You can also send an email to broadband.enquiries@shellenergy.co.uk."

If you're switching to another provider using the openreach network you just need to place the order with them and they will contact Shell. But knowing shell you'd probably want to email them and tell them so they don't pull a fast one lat on 

I'm switching before the ends of my contract hence the question.