Shell energy broadband return

phillw

My router was returned nearly a month ago, confirmed with royal mail.

Yet today I received an email saying I had not returned the router and I have been charged £35.

I made a complaint, during which the call handler said they don't have any way of knowing whether the routers have been returned as they go to a different company.

They even agreed to refund the charge without providing proof that I returned it, although they said I could provide the proof of postage for my own peace of mind. I said I don't care, they provided me with a tracking number and can check that it arrived & he accepted that.

I am pushing for compensation for the hassle of having to contact them & being accused of something without evidence. I gave the analogy of security guards checking everyone as they exit a super market.

As this is a provider that is being regularly advertised on MSE, I think this is something that should be escalated.

southsidergs

Are you being serious? You're not going to be charged so why not forget about it instead of looking for money for a small hassle?

phillw

southsidergs said:

Are you being serious? You're not going to be charged so why not forget about it instead of looking for money for a small hassle?

It's not a case of them making a mistake, they don't ever check to see if the router has been returned before sending out an email saying you've been charged for failing to return it. If everyone demanded compensation then it wouldn't be worth their while trying to scam people.

So yeah, deadly serious. I'll take it to the ombudsman if I have to. They don't respect my time & money, why respect theirs?

JJ_Egan

No wonder prices keep rising  , compo ,compo .

QrizB

phillw said:

southsidergs said:

Are you being serious? You're not going to be charged so why not forget about it instead of looking for money for a small hassle?

It's not a case of them making a mistake, they don't ever check to see if the router has been returned before sending out an email saying you've been charged for failing to return it.

I returned mine and they didn't try to charge me, so they must have some way of checking. Or it's entirely arbitrary and I just lucked out.