Issues with Shell Energy billing readings vanishing from their site.

GreyWalker

Hi please forgive me if I have posted in the wrong forum section and aplogies for the wall of text.

I was wondering if anyone would be able to offer any advice or has been in the situation I find myself in.

In October I received an email from Shell Energy that I had not submitted a meter reading in six months and that I should do so as soon as possible. I didnt pay much attention to the email is I submit meter readings every month online. Then in November I received the email again so I decided to call them and ask why I am getting these emails.

The customer service agent said he did not know why I was getting the emails as the account was up to date and he could see all the meter readings I had submitted previously and that he would stop the emails from be sent out to me in future.

I told that the agent I was really concered about this because these emails will be sent automaticly and if the billing system thinks I have not submitted a reading then my bill will have been estmimated, He reassured me the account was up to date.

So I logged in to the Shell Energy site on Saturday to submit this months readings and on the main page of the site it said that my latest reading was from 19th April 2018 over two years ago. This is not correct as my last reading submitted was 9th December 2020 I tried to add this months readings but the site was giving me the error message that for one of the meters "the reading was outside of the expected range".

I only have Electicity in the Flat so I have two meters for like a day and night rate. When I looked at the billing page on the site, the readings for one of the meters is up to date while the other meter has all readings from 19th April 2018 well....Just gone. Thing is all those readings were there on the site and correct last month. I've attached some images of what I see on the website.

When I called Shell Energy they only told me that for one of the meters they had not received readings since 19th April 2018. I told the agent that this was incorrect as the website wont let you submit any reading at all unless both readings are entered and anyway both the readings for both meters where there being displayed on the website in November.

I have a call with them at 5pm today and they have asked me take a photo of the readings and send it to them and they will estimate my bill there and then during the call.

They also said that my account might be in arears or it might be in credit they wont know till they do the estimated today. I said to the agent how would that fix it as the bill should not even be getting estimated as the readings are submited each month, I asked how could the readings just vanish, the agent said the only thing they could do was estimate the readings and recalculte the bill.

I really dont know how to handle this going forward any advice from anyone would be appreciated.

dogshome

All very strange, the 'Account Overview' you have posted only has one set of readings, when if you have an ECO7 meter there should be 2, One for DAY & one for NIGHT

A further worry is that the meter reads are marked as 'Regular' - If this word indicates a Standard meter, then all the billing is totally wrong.

You say you provide maters reads each month, but how often do get a bill?

GreyWalker

Hi dogshome, thanks for replying. I have never recived a paper bill from them in the post or by email. I just log in every month see how much I owe and pay the bill online. Last month the previous readings page had both the meter readings displayed next to each other.

Hasbeen

On that reading page your reading in June 2017 was 16030.
In April 2018 it was 17543

Now in December this year it is 66312 ?

Is that roughly current reading now, on any meter?

GreyWalker

Hi Hasbeen I have two meters the current readings on them are as of today are 20732 and 66259. The meter with the lowest number are the ones have disapeared from the website.

dogshome

First a piece of advice - In future Down-load those online bills and keep the file safe

It seems that Shell have had a total screw up in their system - Forget the phone and WRITE a letter headed Complaint setting out the saga, and post it by Royal Mail, getting a free certificate of postage from the Post Office

This raises the problem to an Official status with procedures that Shell must follow, the first of which is that they issue you with a Complaint number 

GreyWalker

I just got of about an hour long call with Shell Energy, they estmated my bill and said I owe them £909.04 based on calculating my bill from February to today. I told them thats wrong as I've already payed every month since then on both meter readings. They were not getting the point that there are missing meter readings. When I brought this up and the fact that both meter readings have to entered in the site for the bill to be accepted they then put the account into a dispute and gave me a complaint number and said they will investiagte and responed by the second week in January. I'm writing a letter as advised by dogsshome and sending that tomorrow.