Green Supplier Ltd switch to Shell Energy

Redrob28

Deleted_User said:

@Redrob28 Five months for your first bill? That is ridiculous.

 Too right! My complaint was just ignored and I was planning to go to the Ombudsman. They switched my gas but had some technical issue and couldn't register my electricity meter on their system. Frankly they were useless, not surprised they went buzt. 

Tafrock

@Redrob28 I sent shell a message from Facebook using messenger requesting progress details. I had to supply name, address and email address. Within an hour I had a link to activate my account setup emailed over. Gas Readings are wrong due to the meter confusion (greens fault not shells) and no credit there yet but I expected that . However I now have an account 

Inigo_Montoya

does anybody know what happens to customers such as myself who left Green just before the transfer to Shell ?

How do they sort out the Green credit refund if they cannot create a Shell Energy account ?

MWT

Inigo_Montoya said:

does anybody know what happens to customers such as myself who left Green just before the transfer to Shell ?

How do they sort out the Green credit refund if they cannot create a Shell Energy account ?

This question has been asked multiple times a day for the last couple of months...

The answer remains the same, the SoLR is responsible for ensuring that both current and former customers receive any credit due to them from the failed supplier.

If you left before they failed then you can expect a cheque or a DD refund at some point in the future, just not any time soon as these credits are the last priority for the SoLR.

Inigo_Montoya

MWT said:

Inigo_Montoya said:

does anybody know what happens to customers such as myself who left Green just before the transfer to Shell ?

How do they sort out the Green credit refund if they cannot create a Shell Energy account ?

This question has been asked multiple times a day for the last couple of months...

The answer remains the same, the SoLR is responsible for ensuring that both current and former customers receive any credit due to them from the failed supplier.

If you left before they failed then you can expect a cheque or a DD refund at some point in the future, just not any time soon as these credits are the last priority for the SoLR.

Just to be clear I was already aware of how things generally work but was asking "yet again" just in case anybody knew *specifically* how "no Shell account" refunds would work with the Green to Shell transfer now that it looks like new Shell accounts are in the process of being created  

I have sent Shell an email today about this to try to find out how specifically they intend to handle my situation i.e. left before the SOLR transfer

Redrob28

Tafrock said:

@Redrob28 I sent shell a message from Facebook using messenger requesting progress details. I had to supply name, address and email address. Within an hour I had a link to activate my account setup emailed over. Gas Readings are wrong due to the meter confusion (greens fault not shells) and no credit there yet but I expected that . However I now have an account 

Thanks for the tip. They replied to the FB message very quickly. However the reply was basically don't worry we are working through 1000s of customers and you should hear before too long. 

[Deleted User]

Good luck with that, as I am in the same position. I have also contacted Shell, and they were non-committal. I even contacted the Administrator, and they were even more non-committal, if that is possible. Either they genuinely don't know, or they are being cagey and not wanting to commit themselves to anything remotely resembling a timetable or deadline.

They have a number of excuses, sorry reasons, readily available, namely the pandemic, restricted office hours, home working, hundreds of thousands of orphan customer accounts to sort out, and then, of course it's nearly Christmas and New Year. Why would they rush? After all, it's not as if Ofgem can or will impose any sanctions. 

So it's back to vague 'it'll come out in the wash' statements. Just imagine what their attitude would be if the situation was reversed, and I told them that I'd sort it out eventually, and it'll all come out in the wash, so there's no point contacting me?

Inigo_Montoya

I  have had a reply from Shell already - apparently even customers like myself who were never supplied by Shell will have a Shell account set up to sort out Green refunds - this is what they said specifically ...

" ... All credit on your Green account will be honoured by Shell, so which means that we will still have to set up an account for you in order to refund this. As soon as you receive an email/letter saying that your account is fully set up, then you can contact us. You however, wont be billed for this ..."

Tafrock

It does seem to depend who you manage to get to chat to at shell. Some csrs I spoke to were very vague and replied with the standard crib sheet reply but others in particular Kyle, Paige and Sean were very helpful and went out of their way to help . 

[Deleted User]

Looking at the Shell account on Twitter (@ShellEnergyHome), there are a lot of ex Green customers asking for a progress report, having not heard anything since the general email issued October 7th, and then being fobbed off.

Shell's stock reply, on the PUBLIC feed, is 'send us a PRIVATE Message with your details and we'll look into it'. A PM reply is then received (I've got one, and the impression that others have) stating that

They're looking into it.
They're working closely with the Administrator.
We don't have any timeframe for that as yet.
There's an R in the month. 

Has anyone else made any progress, and been given any specific details such as confirmation that you are definitely on the Shell database, what actual reading has been passed over from Green, or a Shell account number? A month has passed since Green failed already, and 3 weeks since the last Shell contact.