credit refund from Green Energy?

Forty45

My refund cheque has arrived 😃

jrawle

Forty45 said:

My refund cheque has arrived 😃

Me too. Contcated them via Twitter on 11 January, cheque arrived in the post yesterday. I'm quite impressed.

Acespok

And me too. My cheque arrived today after a Twitter chat on the 11th.  So 10 days to get the refund.  The Twitter team are infinitely better than the phone support.  I now suspect the phone team handling ex-Green customers are an outsourced group to keep us away from the real support team. Hotpoint did this when their washing machines caught fire. @ShellEnergyHome are likely Shell proper.

A big thank you to everyone on this and the other Green thread.  The info has been really useful over the past few months.

There's a task I've been doing which I'll now stop, but if someone wants to continue then go ahead.....  Just in case I needed evidence for the ombudsman about what Shell said and when, I have been keeping the Wayback Machine updated with Shell's old and new blog pages.  I used visualping.io to notify me when the pages changed, then told Wayback to save the page.  It takes a few minutes after saving for it to get added to the calendar view on the earlier links.  Seemed like a small amount of effort for something that might prove very useful in the future.

JohnSwift10

I've just had a reply, eventually, from Shell Energy with the following.

Thank you for taking your time to get in touch with us. 
 
I have checked and as per national database, you're supply was successfully switched to another supplier before them migration process of Green customer. Hence, we don't have the account created for you. 
 
Please note that for the refund on any credit left with Green Energy you should contact Green Energy directly as we don't have access to any of your details and are not liable to process this. 

So how do I contact Green Energy directly?

MWT

JohnSwift10 said:

I've just had a reply, eventually, from Shell Energy with the following.

Thank you for taking your time to get in touch with us. 
 
I have checked and as per national database, you're supply was successfully switched to another supplier before them migration process of Green customer. Hence, we don't have the account created for you. 
 
Please note that for the refund on any credit left with Green Energy you should contact Green Energy directly as we don't have access to any of your details and are not liable to process this. 

So how do I contact Green Energy directly?

You don't, you just open a complaint with Shell referring them to the Supplier of Last Resort responsibilities which include their responsibility for paying outstanding amounts owed to former customers as well as those actually were switch to Shell...

Inigo_Montoya

JohnSwift10 said:

I've just had a reply, eventually, from Shell Energy with the following.

Thank you for taking your time to get in touch with us. 
 
I have checked and as per national database, you're supply was successfully switched to another supplier before them migration process of Green customer. Hence, we don't have the account created for you. 
 
Please note that for the refund on any credit left with Green Energy you should contact Green Energy directly as we don't have access to any of your details and are not liable to process this. 

So how do I contact Green Energy directly?

The person who replied to you doesn't understand the SoLR rules

see this link
https://www.ofgem.gov.uk/publications/green-supplier-limited-customers-your-questions-new-supplier-shell-energy

In particular :

I’ve left Green, but have a credit balance.  Will Shell Energy pay me this money?Read less

Shell Energy will honour credit balances for both current and past customers of Green who are owed money.

Shell Energy ARE responsible for refunding you even if you left before the transfer date

I left before the transfer date and received my refund cheque by contacting the Shell Energy twitter team so you should do the same & avoid trying to contact them again by email (assuming that is what you have done ?)

If necessary open a twitter account to do this if you dont have one - it will only take a few mintues to do so

JohnSwift10

I have opened a twitter account how do I tweet Shell Energy?

Inigo_Montoya

go to https://twitter.com/ShellEnergyHome and click on the envelope icon

twinklenicci

Has anyone still been having their direct debit come out to green ? we had our last payment to green on the 28th December. None of these payments have been credited onto our shell account and its stressing me out. We were originally £536 in credit on our final bill , but now its obviously saying there is no credit as that has been used to pay the bills and the £165 a month to green we have been paying is awol . Any advise please

Stephen721

I had just over £500 with Green.  This was added to my ShellEnergy account last Tuesday.  I used Twitter to contact them last Tuesday and they confirmed on the credit on the Wednesday and it showed my credit balance minus what I owed Shell since 29th September to 9th January 2022 by the Thursday when I signed in to my Shell account.