Switched from PurePlanet before it went bust, but not received my credit yet.

frugalandsave

Hi,

i switched away from Pureplanet on the 5th of October before it went bust. I switched to Sainsburys Energy. I had £259.60 in credit with them, but it hasn't been transferred to my new provider. My new provider says I should get in contact with PurePlanet, but obviously thats not possible as they went bust. So I reach out to Shell Energy and they havent gotten anything on file. They say they go through the assignments of account numbers and stuff for PurePlanet customers, but that should have happened already beginning Jan. Spoke with Shell Energy again today, they said nothing on file and i should speak with my new provider. 

I am not sure what else I can do, anybody got any other suggestions on how I could get my Credit back?

Thanks

tain

How strange, we both started an almost identical thread at almost the exact same time. 

Who did you speak to at Shell? I can still log in to the Pure Planet app which shows I'm owed £300, so could that help with the money you're owed and account number et al? 

frugalandsave

Hi Tain, i spoke with the online chat on Shell Energy, as its virtually impossible at the moment to get through the customer service hotline. The app still shows the same about the amount owed, but it doesnt give an account number or anything else really. 

frugalandsave

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"

molerat

Those that left before the supplier failed are at the back of the queue for refunds.  In the past some have taken over a year to get refunds sorted.

tain

It sounds like they've been saving up all the cheques and are now issuing them all at the same time, so fingers crossed.

The people I spoke to before Christmas said that Shell were able to issue anyone with a refund on their account whenever they needed, but you had to know precisely who to talk to and what to say to them. So if you don't hear anything, really do persist with Shell. It feels like a typical example of 'fast to take your money (new accounts), very very very slow to give it back'. Just a shame I couldn't get more details before Christmas on how to wangle their system. 

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.