credit refund from Green Energy?

Inigo_Montoya

engjan said:

Verdigris said:

engjan said:

I also switched from Green Energy just before they went bust. Has anyone else in this position been contacted by Shell yet?

Did the switch complete? Sometimes they get blocked if they are close to the failure date. Have you checked on your DNO's site which supplier you are now registered with?

Yes, the switch (to Neon Reef) completed but I never received a final bill from Green.

The new supplier for Green customers is Shell but they haven't contacted me yet, and I wanted to know if others in the same position had heard from them. From the messages above it seems they haven't either.

Before Green I was with Eversmart who also went under just after I switched from them in 2019, so a similar situation, and yet I never ever heard from Utilia who took on their customers. I estimate I owed them about £10 (I never received a final bill) so maybe they didn't think it was worth chasing the debt, although I would, of course, have paid it. But Green owed me hundreds of pounds, and I want to make sure I get this credit back from Shell.

Neon Reef, went bust yesterday just as they took my latest DD payment (I've cancelled the DD now), so I will have another energy supplier to chase once Ofgem appoints a new supplier.

I was told by Shell customer services that they have to create a "dummy" account to refund your Green credit even if they never actually supplied you

Hello <my name>
 
Thanks for getting in touch
 
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.
 
Kind Regards
Shell Energy

I have not received any correspondence suggesting they are setting up my "dummy" account though & am not convinced yet that what i was told is correct

QrizB

Inigo_Montoya said:

Hello <my name>

Is it wrong that I was expecting this?

Thrugelmir

Inigo_Montoya said:

engjan said:

Verdigris said:

engjan said:

I also switched from Green Energy just before they went bust. Has anyone else in this position been contacted by Shell yet?

Did the switch complete? Sometimes they get blocked if they are close to the failure date. Have you checked on your DNO's site which supplier you are now registered with?

Yes, the switch (to Neon Reef) completed but I never received a final bill from Green.

The new supplier for Green customers is Shell but they haven't contacted me yet, and I wanted to know if others in the same position had heard from them. From the messages above it seems they haven't either.

Before Green I was with Eversmart who also went under just after I switched from them in 2019, so a similar situation, and yet I never ever heard from Utilia who took on their customers. I estimate I owed them about £10 (I never received a final bill) so maybe they didn't think it was worth chasing the debt, although I would, of course, have paid it. But Green owed me hundreds of pounds, and I want to make sure I get this credit back from Shell.

Neon Reef, went bust yesterday just as they took my latest DD payment (I've cancelled the DD now), so I will have another energy supplier to chase once Ofgem appoints a new supplier.

I was told by Shell customer services that they have to create a "dummy" account to refund your Green credit even if they never actually supplied you

Hello <my name>
 
Thanks for getting in touch
 
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.
 
Kind Regards
Shell Energy

I have not received any correspondence suggesting they are setting up my "dummy" account though & am not convinced yet that what i was told is correct

To process and account for the cash in an auditable manner. Setting up customer accounts is the logical approach to take. You are only one account of many in exactly the same position. 

[Deleted User]

See also 'We are the (Shell Energy) Borg. You will be assimilated. In the fullness of time. Possibly. You are just one of many. 

Acespok

Hello <my name>

Lucky you!

I'd had no communication from them at all so yesterday I filled out their "email" support (it's a web form) to ask how long refunds will take and had two generic email responses about it taking months.  The responses were quick, took about 20 mins.

The responses, however, start by addressing me as "Dear Green" and "Hello Green".  The form asked for my email address and name. The email address I used with Green starts green.energy... so I guess no human has looked at my request and it's a not-so-intelligent AI that tried to infer my name from the email address.

Any ideas how long they are allowed to take on refunds? For a regular switch it's 10 days from the final bill, but I didn't get a final bill and the Supplier Of Last Resort process is probably different anyway.  I'm tempted to give it three months and have a go at the small claims court.  Three months seems reasonable to me, and amazingly generous when they won't initiate any communication.

Also note back on October 5th their welcome page (see web.archive.org, I can't post links) said "We've now been in touch with all Green customers". Liars.

[Deleted User]

Shell do respond on Twitter, although it has to be done by DM, so that any embarrassing discourse is not on its public timeline for everyone to see. However, the response is rarely meaningful or informative. Their staff have been put in an invidious position by their managers.  

Verdigris

My Shell account is open and correct, in a reasonable time, as I expected.

Inigo_Montoya

I fully left Green a few days before Shell took over & was never on supply with Shell

This morning I received a "your final bill" is ready email stating my outstanding credit after production of the final bill

I have not checked the bill yet to see if it is correct - here is the email I was sent

Hi <name>,

Account Number: XXX

Your Final Energy Statement from Green is ready for you to view online or via our App. Continued access to your account via the App or online is only likely to be available for a short period and we would therefore recommend that you download a copy of your Final Energy Statement as soon as possible, for your records.

Your final balance is £XXX.

As your Final Energy Statement shows a positive Final Account Balance, your new supplier Shell Energy Retail Limited will be honoring this balance in line with the Supplier of Last Resort (‘SoLR’) process, Green will not refund any credit balance. Further information and contact details are available at the following link: https://www.ofgem.gov.uk/publications/green-supplier-limited-customers-your-questions-new-supplier-shell-energy. 

This email has been sent from an unmonitored email address, please do not reply.

Regards,
The Team at Green

JohnSwift10

Inigo_Montoya said:

I fully left Green a few days before Shell took over & was never on supply with Shell

I am in the same situation, I've never heard anything from Shell or Green energy.
I'm due a credit refund from green energy.
I tried Green energy chat but it was a bot, is there anyone left at Green energy to chat with?

Sandybanks

I have 3 separate (different email addresses) energy accounts that i manage that were with Green and are transferring to Shell. I have only received one email from Green in total telling me I owe them money. That came today. On the second account I can see the final bill has been produced. However the final bill is to cancel the previous bill even though readings were submitted and the bill they cancelled was correct. Even though they had stopped trading on the 27th Sept they still took a standard direct debit on 26th October. This means the account is being passed to Shell well in credit but only billed upto the 1st August. As yet i cannot access the Shell account online.

On the 3rd account Green wont let me access it. I can access the shell account and very surprisingly the start reading they have goes back to November 2020. Ive questioned the reading with Shell and they say they cannot do anything till I have a final bill from Green. What a surprise I cannot get it. Is anyone else having trouble accessing their online Green account? Has anyone else had final bills cancelling previous bills that were issued and seemed to be correct?