Green Supplier Ltd switch to Shell Energy

martyp

Email received today about direct debit and payments to Green since being advised of the credit balance (I didn't cancel the direct debit):

Following the closure of Green Energy Supply Ltd, Ofgem appointed us to manage your energy supply as of Monday 27 September. Since then, Green Energy Supply Ltd has been working with us and taking payments on our behalf. Rest assured, any money paid to Green Energy Supply Ltd will be transferred to us.

We’re about to move your Direct Debit over to us. That means you’ll now see a Shell Energy Direct Debit instruction on your bank account.

You don’t need to do anything

There’s no need to set up a new Direct Debit - we’ve told your bank, who may notify you separately. We’ll collect the same amount you usually pay on the same date as usual.

From Thursday 6 January, your Direct Debit reference number will be 000000.

You’ll continue to enjoy the benefits of the Direct Debit Guarantee (see below).

Tafrock

@Poundwize I agree it is very difficult to get shell to understand any predicament You have. Following my overbill it was clear on the bill where the problem existed. My old gas meter (0030352) was removed before shell took over my supply. It had no place on my bill. The bill itself is clear and we'll presented . Eventually I got someone to understand . But I had to plead with them using the words 'i just want someone to understand'. A few of the csrs are helpful though. Kyle in particular seems very helpful . Here's my bill very clear to understand and see the problem on It. Im Still awaiting a rebill

enomis

I've just received my first communication from Shell to advise me that my direct debit is moving to them. The problem is I switched to Sainsbury's Energy on the 1st of October and just want my credit back. I have received a final bill from Green which after some back on forth is correct -  charged once for all of my energy use - but I guess there is a few days standard charge not accounted for. I certainly don't have a shell account (I also requested to reset my password just in case) and I don't want them to collect any money from me. I can't see the direct debt set up on my bank account yet, but will look out for it and cancel it, but I'm also wondering if they will refund via it? 

Anyone else having this experience?

[Deleted User]

Same here, only I left Green for Neon Reef BEFORE Green defaulted, so I was never an actual customer of Shell. I HAVE had my Green credit back from Shell in the form of a cheque, which they insisted took 10 working days to process. It was apparently not possible to process an electronic bank transfer.

However, it seems that I am now going to have to keep an eye out for a rogue direct debit from my bank account, which is rather annoying, and not very professional of Shell Energy. I had thought my dealings with them were complete. 

Edit: My email was received at 21.01. I now note that it is very similar, but not identical, to the copy posted by @martyp on the previous page. Very strange. 

MWT

They should only be able to move an active DD, so if you have already cancelled it then it you should be safe.

Wise to check your bank periodically though just in case...

GreenCustomer

@enomis I received an email too last night 9.01pm regarding Shell transferring my Direct Debit from green.
I cancelled my direct debit months ago with Green. No account with Shell. Waiting for cheque refund ( due today - the 10th working day requested via twitter).
I was told that no account will be set up with Shell for the 5 days I was with them (twitter).
Quick calculation I owe Shell circa £3.50. 

Also yesterday I saw this on Facebook someone had copied a reply from one of the customer service reps regarding mid switch customers.

"So with the switch happening within a day of the take over, it's unlikely we'll get an account for you. I'm not entirely sure why this is the case, but I can only presume OFGEM didn't see the point of setting up accounts for less than a week or so, and I've seen customers in similar situations where they were with green on 27th September, but left very shortly after. In these cases no accounts have been set up"

MWT

GreenCustomer said:

Also yesterday I saw this on Facebook someone had copied a reply from one of the customer service reps regarding mid switch customers.

"So with the switch happening within a day of the take over, it's unlikely we'll get an account for you. I'm not entirely sure why this is the case, but I can only presume OFGEM didn't see the point of setting up accounts for less than a week or so, and I've seen customers in similar situations where they were with green on 27th September, but left very shortly after. In these cases no accounts have been set up"

The CS rep should have stopped at '......not entirely sure...' the rest of that is just speculation.

It is up to the SoLR, not Ofgem, to decide how to handle those who leave before or shortly after their appointment so no hard rules, some will setup accounts for everyone including those who left weeks before but had not had a final bill and are still owed a refund, others will do it differently.

However they do it though, those owed a refund having left will still get paid, they just might not have an account created at the SoLR.

GreenCustomer

Thanks @MWT
Would the SoLR ever write off small amounts for customers that were only with them for a few days?

MWT

GreenCustomer said:

Thanks @MWT
Would the SoLR ever write off small amounts for customers that were only with them for a few days?

I'm sure it has happened, but you can never rely on that of course.

thevideoguy

So after being SOLRed from Green, I just received my first bill from Shell and the tariff was wrong with unit rates a lot higher than expected for Flexible 6 I was told I was being moved to. I contact them today and they say as there is no DD on your account you are not on the Flexible 6 tariff. Instead I am on Flexible October 2021 ebill - a more expensive non DD tariff!

This is all very strange as I set up a DD a month ago when they asked me to - I have their email confirmation of it being set up. Customer Services now tell me, in the meantime it got cancelled. Apparently they don't know why - it could be by my bank. Then I get another email yesterday saying "you don't need to do anything, your DD is being transferred from Green".

I have told the customer service rep I expect a refund of the overcharge, they could not confirm and they have raised a complaint.

If you have been transferred from Green, I suggest you check your bill.