Pure Planet / Shell Energy Refunds

Wardy41

I’ve just got off the phone to Shell for what feels and is about the 40th time in 6 months.

i moved house back in October just as PP ceased trading but had enough time to get a final bill or credit generated.

Shell took over and promised the credit would be with me within a month, that was 4 months ago, 

I called 3 weeks ago and was told my cheque was in the post and to expect it shortly, I thought finally.

so today I suddenly thought, that cheque never arrived and called yet again, I was told my complaint had been rejected and the cheque was never sent out, so basically they lied to me.

I’ve asked to speak to a manager now and was told the wait is 48 hours and that they are in meetings.

is the only way forward via the osbusman? 

I’ve told them I want my refund within a week. 

Pidge333

Wardy41 said:

I’ve just got off the phone to Shell for what feels and is about the 40th time in 6 months.

i moved house back in October just as PP ceased trading but had enough time to get a final bill or credit generated.

Shell took over and promised the credit would be with me within a month, that was 4 months ago, 

I called 3 weeks ago and was told my cheque was in the post and to expect it shortly, I thought finally.

so today I suddenly thought, that cheque never arrived and called yet again, I was told my complaint had been rejected and the cheque was never sent out, so basically they lied to me.

I’ve asked to speak to a manager now and was told the wait is 48 hours and that they are in meetings.

is the only way forward via the osbusman? 

I’ve told them I want my refund within a week. 

Exact same experience mate i bet non of your complaints were logged correctly either as mine weren't so im just going to contact the ombundsman as they rejected my claim 5 times and kept lying and making up new excuses last one was its pure planets problem. Even though i work for a energy company and has nothing to do with the adminstrators as your protected against loss but ofgem have been pathetic aswel not helping customers after 7months wonder what would happen if we all owed shell money. My advice contact the ombundsman and let them deal with it and also request compensation for time and stress.