Shell Broadband: £35 charge for non-return of returned router.

Chloe_G

I was PO broadband, just received my latest bill from Shell and it has rocketed from £20 per month to £32.79.  There is a strange item on there called 12 Month Introductory Discount which is £0.66 debit.  Surely a discount should be a credit??

southsidergs

Chloe_G said:

I was PO broadband, just received my latest bill from Shell and it has rocketed from £20 per month to £32.79.  There is a strange item on there called 12 Month Introductory Discount which is £0.66 debit.  Surely a discount should be a credit??

That sounds very much lile the 12 months has ended. Did ypu take it out a year ago by any chance?

Chloe_G

Phoned them and they offered me a £17.99 deal (not including free weekend calls).  

LandOfConfusion

Chloe_G said:

Phoned them and they offered me a £17.99 deal (not including free weekend calls).  

A lot of ISP's seem to be offering existing customers a good deal at the moment. To give a coupe of examples, my grandmother has had her deal renewed for another year with PlusNet, although thanks to BT OpenBreach supposedly not having enough room in the cabinet she's paying a frankly shocking £33/mth for maybe 2Mbps down on a good day (non-fiber, legacy product). And after doing a few comparisons that is actually a good deal (😲), it would be north of £38 as a new customer otherwise. Meanwhile over here NowTV (a Sky subsidy) has offered us a renewal of £22/mth for 63Mpbs fiber, IPv6 (next gen Internet) and unlimited anytime calls, which I think is very good.

Just be careful with Shell though; their customer service rating has been going down even further recently and it looks like they still haven't got their act together w.r.t. the return of their terrible router.

Mart24u

My experience over the last six weeks of shell customer service is they are absolutely not fit for purpose. They didn’t even manage to reply for over one month after a holding email. They say they are looking into this. They failed to apply the £50 credit to my account to get the monthly cost to the agreed value and they also had failed about five times to add a mobile number to the account so they couldn’t contact me !! Avoid at all costs, they are truly dreadful in my experience. 

DjangoUnchained

 regarding returning router. i currently have the same issue with virgin media. I have followed their instructions, using the packaging they sent, I have got a tracking number from yodel, but i keep getting threatening emails from virgin saying i have not returned it. The tracking no. shows it is with them but hasnt been delivered yet. I have told virgin this but i regularly get threatening emails. i no longer respond, see if they try and take me to court.

Paul_Sparrow

I was a customer of Shell Energy for 18 months, during which I used their router. After I ended my contract with them, I returned the router using their prepaid label. However, I recently noticed that they tried to charge me £35, claiming that I hadn't returned the router. This is false, and fortunately, they weren't able to charge me since I had cancelled the direct debit. Unfortunately, this false charge has caused my credit score to plummet from "very good" to "very poor". I no longer have the receipt from Royal Mail, as it has been 4 months since I returned the router. What steps can I take to address this issue, such as filing a complaint with Ofgem, and how can I improve my credit score?

southsidergs

Paul_Sparrow said:

I was a customer of Shell Energy for 18 months, during which I used their router. After I ended my contract with them, I returned the router using their prepaid label. However, I recently noticed that they tried to charge me £35, claiming that I hadn't returned the router. This is false, and fortunately, they weren't able to charge me since I had cancelled the direct debit. Unfortunately, this false charge has caused my credit score to plummet from "very good" to "very poor". I no longer have the receipt from Royal Mail, as it has been 4 months since I returned the router. What steps can I take to address this issue, such as filing a complaint with Ofgem, and how can I improve my credit score?

Well for 1 I wouldn't contact ofgem, why would they get involved they only deal with gas & electricity! You need to contat shell & let them try & resolve the complaint first before contacting the regulator though

matelodave

Ofcom, may be a better bet than Ofgem but that said, stop phoning, write to them and TBH you shouldn't have chucked away the receipt, especially with the reputation that Shell has managed to generate for themselves.

Paul_Sparrow

At first, I wasn't too worried because I had already contacted them in December last year and they assured me that everything had been taken care of. I called them again this morning, I was told that my case would be escalated to the relevant department and they would work to resolve the issue. I requested and received a reference number for my case. Let s see what happens. Shell is a really bad company, I saw recently a documentary that showed how in Nigeria they have ­collaborated in the execution of some eco activist.