credit refund from Green Energy?

tg99

I received my final Green bill a few weeks ago and owe them money but not paid yet as am awaiting confirmation of opening read with Shell to ensure it matches Green bill closing read. As yet I’ve not received any communication from Shell whatsoever since they were appointed SOLR (and when I called them before Xmas was told no details of me on their system and thus Green had not transferred my account details to them yet).

Acespok

Update on calling the adminstrators....

Their reception put me through to the line for Green and then I gave up after being on hold for 15 minutes. I've got better things to do with my time.  However they do play an automated message saying they are unable to answer questions about customer accounts and we should instead contact the supplier of last resort (ie Shell).  That just about covers what I need to say Shell were wrong to point me at the administrators.

The Twitter team did contact me to ask for my details. I'll give them a couple of days to see if I get any further.  If that fails I'll go with a formal complaint (Shell's complaint page) then after 56 days I can contact the ombudsman. 

It would be a breakthrough just for someone at Shell to acknowledge they know about me.

Forty45

I'm in contact with Shell Energy on Twitter now. I was asked for my final bill which I've just provided. I'd suggest you try that, as an earlier poster succeeded in getting a refund cheque that way.

Forty45

Forty45 said:

I'm in contact with Shell Energy on Twitter now. I was asked for my final bill which I've just provided. I'd suggest you try that, as an earlier poster succeeded in getting a refund cheque that way.

They have now said they will be sending me a cheque.😃

Acespok

Had a good response from Shell's Twitter team earlier today.  Definitely recommend them over the phone support.  Will see if a cheque arrives.

A note for those not good at Twitter - which includes me! - Shell have created some buttons beneath the message box where you have to choose a category before the messages make it through to a human. I totally ignored it and didn't get a response until I realised I needed to choose a category.

markipad

I also recommend contacting Shell via Twitter, particularly if you successfully switched away from Green JUST BEFORE they went under, (as I did, to Sainsburys), and was still in credit with Green.

I started a DM with Shell on Monday this week, and they were very quick via DM, wanting to see the complete final bill I received from Green, (which I was able to provide as jpegs of the PDF) . They confirm that my dates and figures "match up", so they are arranging a cheque refund. Apparently they now need to agree these figures with the administrators, which may take a further 3 weeks, but at least I there's been some progress😉

Acespok

Acespok said:

FAQ page also says "Done: [...] adding your final bill credit balance to your account".

And now they've put a link to a new welcome page combining various companies they've taken over.  The new one says...

• Coming soon: moving over your credit balance, your first bill

[... and then later ...]

What if I’m no longer with my old supplier/Shell Energy – will I still get my credit balance?

We’ll honour all credit balances with your old supplier, even if you were in the process of switching suppliers when they went into administration. 

We’ll be sending out cheques as soon as we can, but we’re afraid this is taking some time. You’ll receive your credit balance by February at the latest, so keep an eye on the post.

"by February".  So by Feb 1st?

MWT

Acespok said:

Acespok said:

FAQ page also says "Done: [...] adding your final bill credit balance to your account".

And now they've put a link to a new welcome page combining various companies they've taken over.  The new one says...

• Coming soon: moving over your credit balance, your first bill

[... and then later ...]

What if I’m no longer with my old supplier/Shell Energy – will I still get my credit balance?

We’ll honour all credit balances with your old supplier, even if you were in the process of switching suppliers when they went into administration. 

We’ll be sending out cheques as soon as we can, but we’re afraid this is taking some time. You’ll receive your credit balance by February at the latest, so keep an eye on the post.

"by February".  So by Feb 1st?

I'd read that as '...before March'

Acespok

MWT said:

I'd read that as '...before March'

That would be "by end of February".

I see they've updated the page now to effectively say that...

You’ll receive your credit balance next month at the latest

AbbieCadabra

we transferred away from Green 28 Sept, sent copy of final bill showing credit via email to Shell weeks ago but they were useless, couldn't advise anything.  I saw that others had contacted on twitter before xmas & had received their cheques within the promised 10 days, so went back on email & was told that i wouldn't get a refund any quicker no matter how i contacted them & they were definitely not prioritising any customers.

i then contacted via twitter, had to send copy of bill again, but refund requested that day & now received.  Shell are lying for some reason. Along with others, i'd definitely recommend contacting via twitter.