Green Supplier Ltd switch to Shell Energy

GreenCustomer

I'm a little dubious too...perhaps they mean GREEN accounts will all be set up by 16th November 2022?😆

PascalG

oldjb said:

PascalG said:

oldjb said:

Haven't even looked at the process for getting my credit with Green sorted yet, that's going to be fun by the looks of things.  Apparently according to Shell's website I am supposed to take another reading seven days from now, forward that and today's readings along with my closing readings from Green and they'll sort things out within 6 wks.

See my post elsewhere about the complete balls up with Green to Shell

Do not let them start assuming readings

Your contract started on 27th September, it is up to them to sort out their systems, they advised reads be taken on that day and on 1st October for new tariff and then monthly.

Must admit, I did miss the bit about readings on the 1st, but I did take on the 27th (along with photos).

What I don't understand with this process is that I'm supposed to send them two readings seven days apart - they're my "supporting readings" (from Shell's website), I then also add my final readings with Green, according to Shell those are my "suggested" readings (they're not, they're actual). Also, my energy use has increased a bit since end of Sept, so again I don't understand now two readings seven days apart are supposed to help, aside from looking at the proportion of use.

I emailed them last night, and was told the above - trouble is, I can't supply gas readings to them as September's automated reading is higher than October's (again automated reading).

Sigh. I'll go through the process, I'm assuming if my opening readings are still incorrect there's a dispute process with OFGEM. Which will take time.

Not impressed at the moment with Shell, I only found out about the direct debit issue by chance, randomly logging onto my account to see if there was an update and all along we were told to "do nothing, it'll be fine".  When all this is sorted out, if I can transfer out, I will do so.

I think the only reason they want those reading is so they can multiply it up to make an assessment.

Personally I will not fund their incompetence, when they have an account and my credit then I will be glad to pay what is owed, if anything.

There are people on here with months of credit having even more direct debits being taken and they are expected to accept that money goes into an abyss.  I am SO glad I cancelled my Direct Debit to Green

I would hold fire, when they can give you a statement that shows your credit and gives an estimate, then you can give them reads and ask them to cancel the statement and issue a more accurate one.

There are phone apps that allow you to record your reads and put in contract details to predict your usage.  I have over 4 years of usage.  I know how much gas I use per day, per week and per month, same for Electricity.

If you have a savings account put the money you would have been paying on DD in that account just so it is out of the way.

mac.d

Deleted_User said:

At least you’ve got a Shell account. Despite protestations to the contrary, Shell are patently prioritising customers who have stayed with them, albeit possibly temporarily, over those who have now moved on, but are still due a credit from Green. 

They're not, they're just doing an expectedly !!!!!!-poor job of dealing with being a SoLR.

I have access to three Green accounts that have been taken over by Shell. All staying with Shell until there are more options next year, so there's no difference between the three accounts.

All three got the welcome email and then tariff email in late Sep/early Oct. Since then, two of the accounts have had absolutely no other contact. Last week one received an email to say 'your shell energy account is nearly ready', but a week later still not had any log in details sent.

These forums are littered with complaints about the SoLR process taking ages and things going wrong, never mind the wait involved to get your credit back. So I don't get why people are so annoyed or seeming surprised their issue isn't being fixed quickly.

[Deleted User]

@mac.d So why is there so much  trumpeting of World beating customer service on the Shell web site? It’s a poor state of affairs where we just ‘expect’ something to be crap, because it normally is.

Are the big companies any less guilty of what might be called ‘sharp practice’ (allegedly) or incompetence than the smaller companies. We’ve all heard the tales of cold calling and doorstepping malpractice. I still get accosted by pushy sales agents in shopping centres even now.

razord

I haven't heard anything from Shell either since their email on 7th October confirming the tariff... Guess I'm one of the "last day" people too

Edit: DM'd them on twitter, got an account number but they said it will be a few weeks before I got the online account activation email...

mac.d

Deleted_User said:

@mac.d So why is there so much  trumpeting of World beating customer service on the Shell web site? It’s a poor state of affairs where we just ‘expect’ something to be crap, because it normally is.

Customer service levels of Shell or any other company is meaningless when it comes to the SoLR process.

It's not about expecting something to be crap just because it normally is, it's understanding that it'll probably be crap because of the amount of work and therefore time involved in the process of sorting out thousands of customer accounts from another supplier. Save your annoyance for now, sadly you might need it when you're still waiting for things to be sorted in January... 

[Deleted User]

Deleted_User said:

Latest contact from Shell Energy.

‘Good morning. Thank you for letting us know and I hope you're well today 😊

I've checked and I can see we've not yet set up your account yet but please don't worry! We've been creating thousands of new customer accounts per day and today should be our last day for creating Green customer accounts’ 👍 - Sara

Suffice to say that my account has not been sorted out. 

[Deleted User]

@mac.d The SoLR process should have nothing to do with it. Shell Energy has taken Ofgem's shilling and should resource itself accordingly and appropriately.

Or perhaps it should add a footnote to the customer service references, along the lines of

Superb Customer Service.*
•SoLR notwithstanding.

Otherwise it's false advertising. 

Meanwhile, I'm pleased that you find your reference to January so amusing. 

 

PascalG

gt94sss2 said:

QrizB said:

 There isn't any credit to "get back".

This is an important point.

It's quite possible that the failed supplier has used part of any credit balance to keep the company afloat and doesn't have it any more.

This means that when the SoLR and the administrators of the failed firm agree your closing/opening readings, any "credit balance" is funded by the SoLR - who reclaim that money and any extra costs (interest for borrowing it etc) from Ofgem.

This amount is then surcharged to everyone else's energy bills

Ofgem were/are considering changing the system and https://www.ofgem.gov.uk/publications/supplier-licensing-review-reducing-credit-balance-mutualisation makes interesting reading.

You too raise a valid point, they are supposed to give us the balance we have at their failure and credit it to the new supplier who relies on the Ofgem scheme.

However, what I find inappropriate is them continuing to take Direct Debits, Green used a 3rd party to collect these, but Green (in administration), had no right to take monies for debts beyond the 27th September 2021.

This was a line in the sand, no rate increases that would have come into force after this date would be valid.

Shell Energy told people not to cancel their direct debit. they said they would be moved automatically, now they are saying new DD's need to be set up.

Potentially thousands of Green/Shell customers paid direct debits aimed at Shell but paid to Green in administration.

So my advice is to IMMEDIATELY contact your bank and recall ALL of your direct debits in favour of Green.

gt94sss2

PascalG said:

gt94sss2 said:

QrizB said:

 There isn't any credit to "get back".

This is an important point.

It's quite possible that the failed supplier has used part of any credit balance to keep the company afloat and doesn't have it any more.

This means that when the SoLR and the administrators of the failed firm agree your closing/opening readings, any "credit balance" is funded by the SoLR - who reclaim that money and any extra costs (interest for borrowing it etc) from Ofgem.

This amount is then surcharged to everyone else's energy bills

Ofgem were/are considering changing the system and https://www.ofgem.gov.uk/publications/supplier-licensing-review-reducing-credit-balance-mutualisation makes interesting reading.

You too raise a valid point, they are supposed to give us the balance we have at their failure and credit it to the new supplier who relies on the Ofgem scheme.

However, what I find inappropriate is them continuing to take Direct Debits, Green used a 3rd party to collect these, but Green (in administration), had no right to take monies for debts beyond the 27th September 2021.

This was a line in the sand, no rate increases that would have come into force after this date would be valid.

Shell Energy told people not to cancel their direct debit. they said they would be moved automatically, now they are saying new DD's need to be set up.

Potentially thousands of Green/Shell customers paid direct debits aimed at Shell but paid to Green in administration.

So my advice is to IMMEDIATELY contact your bank and recall ALL of your direct debits in favour of Green.

I am not a Green or Shell customer but having gone through numerous SoLR in the past, the new suppliers rely on the numerous factors including cooperation from the administrators and good record keeping in the failed firm.

Neither of which are guaranteed and it's a much more complex process than customers realise - in particular agreeing closing readings and having to wait for the failed firm to produce closing statements.

Yes, Green shouldn't have taken direct debits from the start of October but if they have the funds will ultimately go to Shell and be credited to customers balances

It's Ofgems advice that customers don't cancel direct debits - Shell will just have been repeating it as will all other SoLRs - as it can sometimes simplify the billing process.

Cancelling your green direct debit is one thing, asking your bank to reimburse you the payments made though is something I would not suggest - it will make the SoLR process more complex than it already is.