Shell Energy - closing your about without your authorisation

DebsGKS

Hi - I am in a rather odd situation with Shell energy. I moved over to a favourable tariff with them last August. I've had all the confirmation emails for setting up a DD and an online account with them to view my account online. I'm on smart meters and was told that the move over from OVO Energy to Shell Energy would be seamless and I don't need to do anything. This was back in August 2020 - I've not heard from them since, no DD's going out from my account. I called and questioned this - I was told that the account was cancelled and closed, when I asked who was provided my house with energy, they confirmed it to be E.ON - now I didn't authorise this and have no information about E.ON supplying gas and electricity to my house. I've complained to Shell back in Feb 2021 and they still haven't got back to me! I'm really not sure what to do? This is a major failing from Shell Energy and really don't want to be hit with a massive energy bill from E.ON or Shell for that matter! I've literally taken the day off work today to deal with this on Shell Energy's online support chat. Has anyone else experienced this, what was the outcome? 

Neil_Jones

So do you have (or have you had) any direct debits going out to any energy provider at all in, say, the last 18 months or so?

You can check yourself who your gas is with thus:

https://www.findmysupplier.energy/webapp/index.html

For electricity:  Use the Energy Networks Association postcode search tool (opens another website) to find out the name of your network operator and their telephone number. Your network operator will be able to tell you who supplies your electricity.

rp1974

Hope you get this sorted,think though you should be dealing with E.ON primarily not Shell.
It'll likely take time and effort to resolve,who have you been paying for the time period in question?.
If not paying any supplier you do still have the money that you would've been paying to an energy supplier for 9/10 months,so there's that.

DebsGKS

Hi - thanks for your suggestions. 
the plot thickens as i am on another online chat with customer service and they have now said the account is not cancelled but just in active. I am very confused! But they now want to hit me with a massive bill  - but they have been at fault. 

YBR

You will have to pay for the energy you have used; you may be able to negotiate instalments.

rp1974

To be blunt you are responsible for your usage and the resulting bill,not the supplier.
Again,who,if any have you been paying for your usage?.
Who are you talking about here Shell,or E.ON?.
Whichever it is it's probably an idea to sort out something agreeable to both parties for the debt repayment,massive or otherwise.