Recent Shell Energy Price Hike

phillw

MiserlyMartin said:
I see nothing in there about promotional credits cannot be refunded by cash or card, the credit was part of the deal. It is not our fault they have broken the contract by applying a price rise, leaving us at a material disadvantage, so we should be within our rights to cancel  - to no disadvantage - any credit should be refunded. I may check with the watchdog about this.

It's an interesting argument, very similar to the pre paid line rental that companies used to try to hold onto (and some still claimed their T&C did not allow them to refund you right up until the second you explained that you knew what ofcom thought about the issue).

However it is different and if they are going to argue about it, then you're going to have to cancel and raise a complaint that they don't refund it. Then gamble on the ombudsman backing you. It will come down to whether they consider a bill credit as money that belongs to you or not.

I would argue that it was if I wanted the cash, but I'm not the ombudsman & they could argue it's like store credit where you can only use it to pay towards a bill at shell energy.

In that case, as it doesn't say it expires, then theoretically you could leave and then come back at a later date and use it.

Assume you'll lose it and run the numbers, if you're still better off switching then it's worth the gamble. If you're not then I wouldn't.

Bluebell1000

I've just called to cancel as our speeds were awful and with the price rise it means we can exit for free. However they are insisting on a 30 day cancellation period. Something which they didn't mention in their email about the price rise, or when I first called them about it. I know I need to read the t&c in detail but I was also wondering about others experience of this?  We are switching to virgin as they are the only fibre option in our area. 

JJ_Egan

30 days is a relatively normal ISP cancellation period .

Bluebell1000

While it may be normal, the email from Shell and my initial call to them doesn't suggest that. When I called initially to cancel,  I was told that they needed a cancellation date, so I needed to have found another provider first and to call back when it was all arranged. I was also advised I needed to move to another supplier by 11th Jan for the free cancellation. So we arranged this only to be told today that it wasn't right, we have to give 30 days notice, and we are stuck with paying until 21st Jan now... not happy.

JJ_Egan

Need to take it up with Shell complaints .

phillw

Bluebell1000 said:

When I called initially to cancel,  I was told that they needed a cancellation date, so I needed to have found another provider first and to call back when it was all arranged. I was also advised I needed to move to another supplier by 11th Jan for the free cancellation. So we arranged this only to be told today that it wasn't right, we have to give 30 days notice, and we are stuck with paying until 21st Jan now... not happy.

You never want to cancel, you just give them notice that you are going to switch. It's so they know to tick the box that says you are leaving because of the price rise.
I would raise a complaint about the conflicting advice, in case the 11th Jan is the correct date and after waiting 30 days they slap you with a fee because you didn't leave quick enough after the price rise.

MiserlyMartin

phillw said:

MiserlyMartin said:
I see nothing in there about promotional credits cannot be refunded by cash or card, the credit was part of the deal. It is not our fault they have broken the contract by applying a price rise, leaving us at a material disadvantage, so we should be within our rights to cancel  - to no disadvantage - any credit should be refunded. I may check with the watchdog about this.

It's an interesting argument, very similar to the pre paid line rental that companies used to try to hold onto (and some still claimed their T&C did not allow them to refund you right up until the second you explained that you knew what ofcom thought about the issue).

However it is different and if they are going to argue about it, then you're going to have to cancel and raise a complaint that they don't refund it. Then gamble on the ombudsman backing you. It will come down to whether they consider a bill credit as money that belongs to you or not.

I would argue that it was if I wanted the cash, but I'm not the ombudsman & they could argue it's like store credit where you can only use it to pay towards a bill at shell energy.

In that case, as it doesn't say it expires, then theoretically you could leave and then come back at a later date and use it.

Assume you'll lose it and run the numbers, if you're still better off switching then it's worth the gamble. If you're not then I wouldn't.

Good advice. Bottom line is, be wary of Shell Broadband. I don't understand why MSE are encouraging the public to switch to such a dodgy company with such underhand charging and billing practices. End of the day it's all about saving money but Shell has more get outs than Dell Boy

hermante

I received the price notification on 3 Dec so had to switch by 1 Jan to be within 30 days.
I signed up with a new ISP on 15 Dec and my service started on 30 Dec.
I received emails from Shell confirming the switch on 15 Dec and the cancellation on 30 Dec.
I just received the final bill from Shell which did not have the cease charge.
I cannot work out how they arrived at the refund amount, but it is roughly what I expected so not too bothered.
I was with Shell for 10 months, my payments to Shell averaged out at £10.45 per month and I got a £25 Amazon voucher from the MSE deal, so it was about £8 per month if I would have paid full price for the Amazon voucher (normally get them at 10% off).

Shell also sent an email saying that I would have to return the router, but they waived the normal time limit in their T&Cs saying only to do so when I felt safe.
I posted it off straight away, but RM seems to have lost the package as it was tracked from the post office to Jubilee Mail Centre then nothing. I'll hold on tightly to the proof of posting.