Pure Planet / Shell Energy Refunds

tain

I switched away from PP about a week before they went bust, and still have over £300 with them due to be refunded. Shell are no help, and specifically won't engage on the phone and just tell you to sit and wait. 

Has anyone had any success speaking with Shell to get a refund? PP went bust in October, so seems absurd that 4 months in they still haven't processed refunds. 

Do they delay the refunds on purpose to manage cash flow? I don't want my money being used to support a massive evil conglomerate.

MattMattMattUK

tain said:

I switched away from PP about a week before they went bust, and still have over £300 with them due to be refunded. Shell are no help, and specifically won't engage on the phone and just tell you to sit and wait. 

It is nothing directly to do with Shell, it is down to the administrators to sort out balances owed, then Ofgem to sign them off before anything else happens. 

tain said:

Has anyone had any success speaking with Shell to get a refund? PP went bust in October, so seems absurd that 4 months in they still haven't processed refunds. 

Liquidating a company can take a long time, the estimate was six months, possibly longer for messier cases, which yours would be as it was not covered by the SoLR system. No one will have got anywhere by complaining to Shell, as it is not their issue to resolve.

tain said:

Do they delay the refunds on purpose to manage cash flow? I don't want my money being used to support a massive evil conglomerate.

They are not "evil", they are a business, they do not need your £300 and it is nothing to do with them, it is down to the administrators and Ofgem. 

tain

MattMattMattUK said:

tain said:

I switched away from PP about a week before they went bust, and still have over £300 with them due to be refunded. Shell are no help, and specifically won't engage on the phone and just tell you to sit and wait. 

It is nothing directly to do with Shell, it is down to the administrators to sort out balances owed, then Ofgem to sign them off before anything else happens. 

tain said:

Has anyone had any success speaking with Shell to get a refund? PP went bust in October, so seems absurd that 4 months in they still haven't processed refunds. 

Liquidating a company can take a long time, the estimate was six months, possibly longer for messier cases, which yours would be as it was not covered by the SoLR system. No one will have got anywhere by complaining to Shell, as it is not their issue to resolve.

tain said:

Do they delay the refunds on purpose to manage cash flow? I don't want my money being used to support a massive evil conglomerate.

They are not "evil", they are a business, they do not need your £300 and it is nothing to do with them, it is down to the administrators and Ofgem. 

Shell bought the customer base from Pure Planet, hence new customers are already up and running. Plus my money isn't an asset for the liquidators to be concerned with, it is protected. So I'm not sure what that has to do with the liquidation of the company. I've also seen that others have had a refund, so your point is false. 

And dont have the audacity to tell me that a) Shell aren't evil - https://www.foei.org/news/these-eight-scandals-prove-shells-long-history-of-contempt-for-people-and-planet, and b) that I shouldn't be concerned where MY money is being held. If Shell have it, I don't want them to. 

tain

Just to update my own thread if anyone searches for it... 

Shell were very slow in giving out refunds. Some people hassled them last year and got their refunds, while those of us that patiently waited had to wait months. Nothing to do with liquidators taking their time, as they would never have issued a single refund if the liquidators were still managing the accounts. 

Letters are being sent today (8th Feb) that should have your closing balance and any money due. 

frugalandsave

Same position here, been waiting ages and didnt get any notifications really. 

Just spoke with Shell Online Chat again and this time i got some more info. They wrote the following to me:

"We are currently in the process of issuing cheques for this type of Pure Planet customer, can I check you still reside at the address you were on supply with Green?"

"Thank you for this information, I'm very sorry that I am unable to provide any time frames or specifics, our team is working hard to issue 1000's of cheques as we speak, this has been going on since 31st January so I would expect your cheque to arrive over the coming days."

Then i asked whether they confirm that my details are on file, they answered: 

"I'm afraid I am unable to confirm this with you, if you have not received the cheque within 2 weeks from today, please contact us again for further advice"

QrizB

tain said:

And dont have the audacity to tell me that a) Shell aren't evil - https://www.foei.org/news/these-eight-scandals-prove-shells-long-history-of-contempt-for-people-and-planet, and b) that I shouldn't be concerned where MY money is being held. If Shell have it, I don't want them to. 

Shell still aren't evil.
I assume you chose Pure Planet? PP was backed by BP, who aren't any different to Shell.

Ultrasonic

Bear in mind that customers who hadn't left PP have waiting just as long to get things transferred, and some still may be for all I know. 

Celtic67

I'm not sure if this is relevant to this discussion as I was with Green, not Pure Planet, so apologies if it isn't.

I left Green in August and got a final bill in November that showed that I'm in credit. The bill does say say Shell are the Supplier of Last Resort (SoLR) and I also received that information by email. As instructed, I sat tight until last week when I thought I'd chase Shell up.

After asking for my details, Shell gave me a phone number and said I had to contact the administrators. They put me through to another company who can only give me details of my new SoLR, so Shell. Back to Shell, who say this:

When the is no account for the customers at Shell Energy the customer needs to get in to contact with the administrators.
 
We have tried to allocate your account with your details and we are not finding any account for you.

So just being patient may not be enough.

frugalandsave

Spoke with Shell Energy today, and the Agent said today that they have some details on their system now.. I can expect something in the post within the next two weeks. I dont hold my breath, but lets see. 

jimbojones2

Hi there. Did the previous poster get their money? Has anyone with an outstanding credit balance only got anything In the post yet? 

Pidge333

Still waiting for my refund have spent hours on the phone to them and customer service are pathetic i have been told "you will get it when you get it" to which i replied how would you feel if i owed you money and said that to you filed multiple complaints which i found out were not logged correctly after the 6th attempt of doing this i know this because i am in the process of contacting the ombundsman. Managers refuse to contact me back i have been promised a callback 7 times which never happens shell are terrible i just want my credit so i can leave but looks like im going to have to let the ombundsman get it for me as approx 8 hours 36mins on to the customer service team over 4 months they are refusing to get me hundreds of owed credit back wonder if they would wait if i owed them. Shell are thieves stay away il be leaving as soon as i get my money back.