credit refund from Green Energy?

engjan

I had an email today from Green about my final bill being available to download. I logged in and, yes, they had cancelled four previous bills (mostly generated from estimated readings), but the final bill is there and it is correct and shows I'm in credit. I'm relieved I now have something to show Shell in case they question how much I'm owed, but I've still not been contacted by them so am expecting a long wait for my refund.

jazzy

engjan said:

I had an email today from Green about my final bill being available to download. I logged in and, yes, they had cancelled four previous bills (mostly generated from estimated readings), but the final bill is there and it is correct and shows I'm in credit. I'm relieved I now have something to show Shell in case they question how much I'm owed, but I've still not been contacted by them so am expecting a long wait for my refund.

Is it a good thing to have an incorrect credit balance (showing too much credit) in your Green Energy account because of an incorrect closing meter reading. Ideally you should have the correct meter reading based on the 27 September meter reading when Green Energy ceased trading.

Shell Energy opening meter reading should be the same as the Green Energy closing reading which will avoid paying a higher unit price (during the transfer period) under Shell Energy billing. 

David_Botterill

I switched out of Igloo before they went under. New supplier is Octopus but the £190 credit on my account is supposedly with E.ON next. Igloo have been pretty straight with me but most of my email enquiries to E.ON have been of the sort of friendly banter response. “Don’t worry mate it takes a while” signed by an agent using first name. Just makes me more worried at lack of professionalism in the UK energy providers. It’s my money and I want it now!

Yawn

Streaky_Bacon said:

I also switched to Sainsbury's from Green, although I had a final debit balance.

Still waiting to get a final bill, which I imagine will take some time. I cancelled my direct debit before they managed to take it.

I would note that Shell did initiate a switch to them after I had already switched to Sainsbury's, but I managed to get it blocked.

Does anyone here have an update on whether they have received a refund from Shell? I too switched from Green Energy to Sainsbury's, which went through a day before Green folded. I was about 45 pounds in credit. I received an e-mail from Green's administrators with the final balance, but I've now twice contacted Shell and they have been very unhelpful. They wrote that my account would be credited with any balance, but obviously (if only they read my e-mail carefully enough) I don't have an account with them that could be credited!

I wonder if there is some maximum amount of time by which they need to refund us?

MWT

Yawn said:

I wonder if there is some maximum amount of time by which they need to refund us?

Short answer is 'no'.

There are no rules or service standards that put any time-limits on the SoLR and it is necessarily so as they have no direct control over the time taken by the administrators of the failed supplier.

Even when you receive the final balance information from the failed supplier, it doesn't mean that the information has been passed over to your new supplier yet...

smugwalrus

Yawn said:

Does anyone here have an update on whether they have received a refund from Shell? I too switched from Green Energy to Sainsbury's, which went through a day before Green folded. I was about 45 pounds in credit. I received an e-mail from Green's administrators with the final balance, but I've now twice contacted Shell and they have been very unhelpful. They wrote that my account would be credited with any balance, but obviously (if only they read my e-mail carefully enough) I don't have an account with them that could be credited!

I wonder if there is some maximum amount of time by which they need to refund us?

Get in touch with the twitter team for Shell.  I'd moved away and gone live with other suppliers before Green collapsed.  Cheque for outstanding credit received in the post within the last few days

Acespok

I'm waiting for credit refund too, having moved away a few days before Green went bust.  Since December 9th Shell's FAQ page has said "We’ll be sending out cheques as soon as we can, but this may take two to three weeks, so keep an eye on the post."

It's now over 4 weeks so I phoned them today.  Was told my account hasn't been transferred yet.  FAQ page also says "Done: [...] adding your final bill credit balance to your account".   So one of those must be a lie.

Then I was told the credit balance would be transferred to my current supplier and it is that supplier which will refund me.  I challenged that cos I know it's not the process and Shell's FAQ says Shell will send out cheques. 

I pushed for them to take some action today, eventually they put me on hold and when they came back gave the phone number for Green's administrators and told me to call them and they'll refund me.  I assume it was just to get rid of me.  I'll go through the motions anyway.

The only personal info they asked for was my post code and house number to look up my current supplier. They didn't ask my name, I couldn't give them a Shell account number because I don't have one, they didn't ask for my Green account number. Like the "email" support, their phone support seems to be a system pretending to provide support without ever doing anything.  A complete waste of time.

I might set up a Twitter account to see if the team there will come up with a different response.  I won't get my hopes up.

Forty45

Acespok said:

I'm waiting for credit refund too, having moved away a few days before Green went bust.  Since December 9th Shell's FAQ page has said "We’ll be sending out cheques as soon as we can, but this may take two to three weeks, so keep an eye on the post."

It's now over 4 weeks so I phoned them today.  Was told my account hasn't been transferred yet.  FAQ page also says "Done: [...] adding your final bill credit balance to your account".   So one of those must be a lie.

Then I was told the credit balance would be transferred to my current supplier and it is that supplier which will refund me.  I challenged that cos I know it's not the process and Shell's FAQ says Shell will send out cheques. 

I pushed for them to take some action today, eventually they put me on hold and when they came back gave the phone number for Green's administrators and told me to call them and they'll refund me.  I assume it was just to get rid of me.  I'll go through the motions anyway.

The only personal info they asked for was my post code and house number to look up my current supplier. They didn't ask my name, I couldn't give them a Shell account number because I don't have one, they didn't ask for my Green account number. Like the "email" support, their phone support seems to be a system pretending to provide support without ever doing anything.  A complete waste of time.

I might set up a Twitter account to see if the team there will come up with a different response.  I won't get my hopes up.

I moved to Sainsbury Energy a few days before Green went under too. I've also been told by Shell that my refund will go to Sainsbury, which I thought odd.
Could you post the outcome of your call to the Administrators please, and their phone number? Thanks.

Acespok

Could you post the outcome of your call to the Administrators please, and their phone number? Thanks.

I won't post their number as I very much doubt they've done anything wrong and don't need the junk calls. I think Shell's support don't know what they're talking about.  But if you really want to phone the administrators, Green's site says who they are and I was given the main number for their London office.

I'll call them next week, and will feel stupid doing so, but I need to do it so when I go to the ombudsman I can say I've done what Shell told me to do.

smugwalrus

The Shell Twitter team are fantastic and understand the process.  I sent them a direct message after I'd received my final bill giving my details and green account number, explained that my supply has gone live elsewhere before they went bust.  They asked me to send a copy of the bill to their email, they located it and cheques have been received and credit cashed into my bank account