Pure Planet to Shell Energy

moocowone

Until today.

My last PP DD was collected on 20 Dec. Two days ago, Shell sent me an email suggesting I set up a direct debit, and today Shell issued my first bill.

I’m not totally clear when the PP DD disappeared from my account, but I think I noticed in January that I had neither a PP nor a Shell DD mandate.

Ultrasonic

moocowone said:

Until today.

My last PP DD was collected on 20 Dec. Two days ago, Shell sent me an email suggesting I set up a direct debit, and today Shell issued my first bill.

I’m not totally clear when the PP DD disappeared from my account, but I think I noticed in January that I had neither a PP nor a Shell DD mandate.

My last PP DD was in December. I got an e-mail from Shell apologising they wouldn't take a DD in January (and suggesting I made a manual payment) but that the DD would start in February, which it did. My Mum had a similar experience. I never looked at what DD was set up when. 

moocowone

Ah, yes, I also got that same email in January…

Ultrasonic

moocowone said:

Ah, yes, I also got that same email in January…

In my case I'm expecting the first DD to Shell to be taken on 23 February, and for an amount I changed it to via my Shell account. I'll wait and see what happens... 

I realise I can't properly tell if an appropriate Shell DD has been set up yet or not as I was a previous customer of theirs and the old one in still in the list I can see in online banking. It may be a new one still needs to be set up.

I've just going to wait and see what happens as my bet is this will just get sorted out eventually without me needing to do anything. The e-mail correspondence and what I can see in my Shell account all makes me think things are progressing rather than there being an obvious issue.

A direct debit not going out this month won't cause me any sort of problem either.

moocowone

Maybe I’m not quite sorted yet… my smart meter is sending gas usage to Shell, but without any electricity usage data. Has anyone else seen this? Do I just need to be more patient?

Ultrasonic

moocowone said:

Maybe I’m not quite sorted yet… my smart meter is sending gas usage to Shell, but without any electricity usage data. Has anyone else seen this? Do I just need to be more patient?

I think my smart meter showed the gas transfer one day before the electricity transfer. They were definitely on different days.

Ultrasonic

Ultrasonic said:

moocowone said:

Ah, yes, I also got that same email in January…

In my case I'm expecting the first DD to Shell to be taken on 23 February, and for an amount I changed it to via my Shell account. I'll wait and see what happens... 

I realise I can't properly tell if an appropriate Shell DD has been set up yet or not as I was a previous customer of theirs and the old one in still in the list I can see in online banking. It may be a new one still needs to be set up.

I've just going to wait and see what happens as my bet is this will just get sorted out eventually without me needing to do anything. The e-mail correspondence and what I can see in my Shell account all makes me think things are progressing rather than there being an obvious issue.

A direct debit not going out this month won't cause me any sort of problem either.

^Quoting myself I know but just thought I'd update to say that the DD did go out of my account on 23 February, and I've checked and my credit balance transferred over correctly. So by just leaving my DD active as requested by Shell I actually had a pretty seamless and hassle-free transfer from Pure Planet. The only real issue I had was due to my anti-virus software causing a bit of confusion at my end by preventing me from accessing Shell's website.

Jamscone45

Hi,  

I continued to pay Pure Planet for October, November and December.  These payments have not been transferred over.  The amount owing to my shell account is over £500.  I have given Shell all the evidence that I have paid but they are refusing to acknowledge and sort.  They are demanding the outstanding payment to them.  Any ideas what I can do - I am just getting fobbed off by their telephone team.  The lady I spoke to today first said my request had been rejected by the finance team but when I protested then changed her tact to there is not timeframe for transferring the money and it will happen sometime. I cannot afford to pay this amount again and lose this amount of money.  I am at my wits end.  Any help or advice?

basketcase

Jamscone45 said:

Hi,  

I continued to pay Pure Planet for October, November and December.  These payments have not been transferred over.  The amount owing to my shell account is over £500.  I have given Shell all the evidence that I have paid but they are refusing to acknowledge and sort.  They are demanding the outstanding payment to them.  Any ideas what I can do - I am just getting fobbed off by their telephone team.  The lady I spoke to today first said my request had been rejected by the finance team but when I protested then changed her tact to there is not timeframe for transferring the money and it will happen sometime. I cannot afford to pay this amount again and lose this amount of money.  I am at my wits end.  Any help or advice?

Sorry I can't be of any help.  In fact, it looks as though they've done the same to me. 

I got a final bill to 17.10.21 from Pure Planet, and my DD goes out in the 1st, so I haven't included that.  They transferred over £216.73 on 27/12, but I don't think that can include the payments for at least 1/11 and 1/12, which come to £340 on their own.

To my shame, I hadn't realised this until I read your post (I'm dyscalculic and so the numbers didn't mean as much as they should).  I'll be ringing them tomorrow to get a breakdown of figures.  Fortunately, my son deals with energy data all day so hopefully he can get an answer.  Either way, I'll let you know.

It could either be some sort of oversight on either the administrator's or Shell's part, or a glitch in the transfer system.  However, we did as asked, so it's definitely not ours.

If there's no timeframe for transfer and it'll happen sometime I'd hope Shell would put the amount on hold and not expect a payment.  I'll ask about that too.

Again, sorry I can't be of any more help.  Hopefully someone more knowledgeable will respond.

moocowone

Update on my electricity smart meter: I eventually contacted Shell, who forwarded my query on to their smart meter team and told me it could take 3 weeks to investigate. It seems they’ve done something, because I got an email telling me that my electricity meter was now smart, and everything seems to be working properly now 👍