I switched away from Green but have been switched to Shell without my agreement.

QrizB

claremck said:

I haven't changed my mind, I don't have any choice here, it just seems sensible to take the course that will most likely result in the refund of my £730 credit.  I obviously wouldn't prefer to pay more.

You *will* get your £730 back from Shell whether you switch to them or not. You might however get it back sooner if you're their customer. That's your choice to make depending on your own financial situation and the difference in tariff between SP and Shell.

claremck

I decided not to be a wimp and opened a case with Resolver to reinstate the SP account on the old, better tariff.  Within a couple of hours SP called me to say this was being done and I could expect the switch back to happen in 7-10 days.  Despite being told on 3 separate occasions on the phone that this was impossible for various reasons.

Is this why call centres are so busy with long waits for callers? If they had followed the rules the first time around they wouldn't have wasted an hour of their and my time, and I wouldn't have wasted yours.

Petriix

claremck said:

I decided not to be a wimp and opened a case with Resolver to reinstate the SP account on the old, better tariff.  Within a couple of hours SP called me to say this was being done and I could expect the switch back to happen in 7-10 days.  Despite being told on 3 separate occasions on the phone that this was impossible for various reasons.

Is this why call centres are so busy with long waits for callers? If they had followed the rules the first time around they wouldn't have wasted an hour of their and my time, and I wouldn't have wasted yours.

The problem (as ever) is the dissonance between the regulations and the procedures the call centres have in place. Since 'customer service' was divorced from admin, there is the ludicrous situation where you can't communicate with the people who could actually resolve anything. The call centre staff have a script and a flow chart.

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