refund of credit from Green Energy after passing the Shell

Proteas

On the notfication of Green Energy stopping services I researched on Money Saving Experts site again for best provider and moved to Utility Warehouse.  Whilst the Green Energy site said not to cancel my direct debit I did as was over £400 in credit - I was told this would move to the new supplier Shell.  Shell toke over 26th Sept 2021 and I have been trying to get my monet back ever since with latest email today saying they are preparing invoices on 12th Feb and I can contact them again after this date for any refund due.....  this will be five months that I have had to use other resources to pay my fuel bill and whilst fortunate I can I am very concerned consumers are moved to less attractive energy suppliers rates in order to use their credit and those that proactivley sort themselves out have their money withheld it would seem?....  Should I be grateful money not lost altogether.......

AbbieCadabra

a lot of us have had success getting a refund by contacting shell on twitter, the email teams are very poor & don't seem to know what's going on & can't action any refunds. the twitter team processed by refund request the same day & cheque received within 10 days, when email teams kept advising just wait & they couldn't do anything. good luck!

PaulMonty

This is exactly my situation. I switched just before Green went bust. +£600 in credit. Fed up of emailing Shell. They’ve zero appreciation of the impact they are having on my finances by them holding onto all that money of mine. 

Their last email response was to contact Alvarez and Marsal. The gave me the front desk number. They didn’t tell me who they were or what the number took me through to. I thought Alvarez and Marsal were too blokes in the customer relations team. I called the number and got the front desk of a large multinational finance and account firm. 

Celtic67

Similar here. I switched away from Green in August and finally chased Shell up last month. Speak to the administrators they said. After ringing the number & being passed around a bit, I was put through to someone who could only give me contact details for the new supplier, Shell.

I rang A&M again yesterday and was able to get through to someone who took my details and said someone would get back to me. We'll see.

JohnSwift10

I was getting the run around from Shell and contacted Resolver and got my credit from Green Energy with a cheque from Shell 2 weeks later.

GingerNinja311

I'm in the same boat as I set in motion a move from Green Energy to Avro after the tip that Green were about to go under.  Of course Avro then also collapsed so I saw all my credits (around £750) go from Green to Shell in October 2021, but I have no account with them as I ended up with Octopus as my supplier via Avro.  Octopus have been great, but can't help me get my Green credit balance back from Shell Energy.  I've spent six months and tried lots of different channels to get Shell Energy to refund me - including getting all the way through to a Customer Services Manager who agreed with what they owed me and raised a refund request.  The refund didn't happen of course - the only explanation I got was that the Shell Finance Team did not approve the refund.  They promise to look into things, they promise to call me back...

Right now I've taken lots of notes and am asking Shell to email me a summary of each conversation I have with them, or I capture the conversation text if on-line.  I guess my next steps are Resolver or the Energy Ombudsman, but I have to be honest I don't have much faith in either.  If I attempt to jump to small claims then there are fees and further risks that I'll be even more out of pocket.

There should be some simple protections for the ordinary person against a faceless giant that keeps money that simply does not belong to it. 

What_time_is_it

For clarity, are you talking about Green Network Energy, rather than Green Energy UK?

QrizB

What_time_is_it said:

For clarity, are you talking about Green Network Energy, rather than Green Energy UK?

GingerNinja311's supplier was most likely Green Supplier Ltd, which went bust in September 2021.

Green Network energy went bust in January 2021 and customers were SoLR'd to EDF.

Green Energy UK (the one that's actually green) is still trading.