Shell Energy query

Ches6540

Sorry if this has been brought up already but I wondered if anyone else here had an account with Goto Energy that was transferred to Shell. My account was taken over in October last year but I still haven’t had my account activated so I can’t give them readings or have any idea what they will bill me so far. I keep asking them but they just say they will email details soon. Has anyone else had similar problems with Shell ? Thanks.

btwest

Ches6540 said:

Sorry if this has been brought up already but I wondered if anyone else here had an account with Goto Energy that was transferred to Shell. My account was taken over in October last year but I still haven’t had my account activated so I can’t give them readings or have any idea what they will bill me so far. I keep asking them but they just say they will email details soon. Has anyone else had similar problems with Shell ? Thanks.

We were on Pure Planet, but it took forever for them to setup our account.

We just got a request for meter reading last week, saying that our account had been setup.  When we checked, Shell had set an "opening reading" that was over 2,000 kWh lower than our last bill.  When we contacted Shell, they are refusing to take our last bill as proof of the opening reading, and are saying that they need a reading now and then one in 7 days to "calculate" a more accurate opening balance.  I'm not sure I've ever heard such nonsense...either they think they have a magic algorithm, or a time machine or both.  But one would think that the actual account information from my previous provider would be proof enough.

So far the experience feels like a big company trying to take advantage of the situation, and over bill.

Ches6540

Yes, my worry is they’ll send me a massive bill when I have actually used very little gas this winter until it’s sorted. Also wondering what will happen to my credit from Goto Energy.

MWT

This is very odd behaviour from Shell, it sounds like they have not yet been given the final bills and meter readings by Goto...

brewerdave

btwest said:

Ches6540 said:

Sorry if this has been brought up already but I wondered if anyone else here had an account with Goto Energy that was transferred to Shell. My account was taken over in October last year but I still haven’t had my account activated so I can’t give them readings or have any idea what they will bill me so far. I keep asking them but they just say they will email details soon. Has anyone else had similar problems with Shell ? Thanks.

We just got a request for meter reading last week, saying that our account had been setup.  When we checked, Shell had set an "opening reading" that was over 2,000 kWh lower than our last bill.  When we contacted Shell, they are refusing to take our last bill as proof of the opening reading, and are saying that they need a reading now and then one in 7 days to "calculate" a more accurate opening balance.  I'm not sure I've ever heard such nonsense...either they think they have a magic algorithm, or a time machine or both.  But one would think that the actual account information from my previous provider would be proof enough.

Nothing changes then ; when I was switched to First Utility (the former name of Shell) over two years ago on the failure of Usio, I went thru a very similar scenario - took months to get the opening read sorted - but then they raised a dispute on the closing read as I moved onwards !!

btwest

brewerdave said:

btwest said:

We just got a request for meter reading last week, saying that our account had been setup.  When we checked, Shell had set an "opening reading" that was over 2,000 kWh lower than our last bill.  When we contacted Shell, they are refusing to take our last bill as proof of the opening reading, and are saying that they need a reading now and then one in 7 days to "calculate" a more accurate opening balance.  I'm not sure I've ever heard such nonsense...either they think they have a magic algorithm, or a time machine or both.  But one would think that the actual account information from my previous provider would be proof enough.

Nothing changes then ; when I was switched to First Utility (the former name of Shell) over two years ago on the failure of Usio, I went thru a very similar scenario - took months to get the opening read sorted - but then they raised a dispute on the closing read as I moved onwards !!

That doesn't sound like this is going to be resolved quickly then.

It is incredible that they are able to make up their own data this way.

Ultrasonic

btwest said:

Ches6540 said:

Sorry if this has been brought up already but I wondered if anyone else here had an account with Goto Energy that was transferred to Shell. My account was taken over in October last year but I still haven’t had my account activated so I can’t give them readings or have any idea what they will bill me so far. I keep asking them but they just say they will email details soon. Has anyone else had similar problems with Shell ? Thanks.

We were on Pure Planet, but it took forever for them to setup our account.

We just got a request for meter reading last week, saying that our account had been setup.  When we checked, Shell had set an "opening reading" that was over 2,000 kWh lower than our last bill.  When we contacted Shell, they are refusing to take our last bill as proof of the opening reading, and are saying that they need a reading now and then one in 7 days to "calculate" a more accurate opening balance.  I'm not sure I've ever heard such nonsense...either they think they have a magic algorithm, or a time machine or both.  But one would think that the actual account information from my previous provider would be proof enough.

So far the experience feels like a big company trying to take advantage of the situation, and over bill.

I was also with PP. Do you mind me asking how they informed you how to access your account online? I've had e-mails about meter readings and direct debits that have an account number shown but I've had nothing to tell me how to actually access the account.

Going to their website and the 'login' option appears to be broken for me to even try.

Thanks.

btwest

In late December Shell sent us a note saying that our account had been set up.  If you have your account number I think you can just go and set it up?  The login button works for us (I know that doesn't help!), so maybe it's a browser configuration issue of some sort?
Don't bother sending them an email...they don't seem to respond.  We've had success at least speaking to someone via the chatbot and they might be able to help (you have to ask some questions that the bot can't answer, and eventually they ask if you would like to chat with a person).
Hopefully your experience, once you get through, will be better than ours!

Ultrasonic

btwest said:

In late December Shell sent us a note saying that our account had been set up.  If you have your account number I think you can just go and set it up?  The login button works for us (I know that doesn't help!), so maybe it's a browser configuration issue of some sort?
Don't bother sending them an email...they don't seem to respond.  We've had success at least speaking to someone via the chatbot and they might be able to help (you have to ask some questions that the bot can't answer, and eventually they ask if you would like to chat with a person).
Hopefully your experience, once you get through, will be better than ours!

I've previously tried both Chrome and Edge with the same result. Any chance you could post the URL that works for you?

If I click on the Login button it tries and fails to go here: https://www.shellenergy.co.uk/account/switch

Thanks.

Ches6540

Hi thanks for the suggestions but they won’t give me any account details, when they reply to direct messages they just keep saying the account is still being setup and they will let me know when this happens. Seems a long time since October though.

btwest

Ultrasonic said:

btwest said:

In late December Shell sent us a note saying that our account had been set up.  If you have your account number I think you can just go and set it up?  The login button works for us (I know that doesn't help!), so maybe it's a browser configuration issue of some sort?
Don't bother sending them an email...they don't seem to respond.  We've had success at least speaking to someone via the chatbot and they might be able to help (you have to ask some questions that the bot can't answer, and eventually they ask if you would like to chat with a person).
Hopefully your experience, once you get through, will be better than ours!

I've previously tried both Chrome and Edge with the same result. Any chance you could post the URL that works for you?

If I click on the Login button it tries and fails to go here: 

Thanks.

I'm not able to post links yet (not been on the site long enough apparently)

It's https.

try:   accounts [dot] shellenergy [dot] co [dot] uk [slash] authn [slash] authenticate [slash] one-login