Energy Credit gone missing (Green/Neon Reef/Shell/British Gas)

alessandro

Hello

I am wondering what to do. I was originally with Green Energy and enacted a switch to Neon Reef before all the news came out about Green. The Green Energy Switch completed just before they went bust. In December I received my final statement from Green Energy I was in credit and they told me to speak to Shell who their customers transferred to. They have been telling me for months that they will create an account and then close it and give me my money. They are now saying that they don't have an account so can't access any information, can't raise a complaint and can't get me my money. They can't guide me on where to go or who to speak to to get my money. The guy I spoke to today just did not care - but imagine if I was in debit to them they'd be MORE than willing to talk to me.

I just don't know what to do. Is it Shells responsibility or now British Gas who took over from Neon Reef? Nobody seems to know from either BG or Shell and i'm losing my mind

Thank you

Alex

MWT

Ignore Neon Reef and British Gas, they have no part in this as your move to Neon was a normal switch and has no impact on your remaining balance from Green.

This is entirely a Shell problem, but unfortunately their CS team are clueless with regard to the SoLR process.

I seem to recall people mentioning on here that they had more success with Twitter and the social media team...

double_dutchy

I'm in a similar situation. I left green before they went bust, so I'm not a Shell Energy customer but they are liable for the £173 credit. I had a chat with them a week ago and they were vague about the timescales but said I would be sent a cheque for the credit amount once their back office had processed it.

alessandro

Thank you MWT

Double_dutchy if they are anything like they were with me now they'll claim there is no account so they can't talk to you, raise a complaint or investigate. The customer service guy ended the chat because I was frustrated then said he couldn't give my details to a manager due to "data protection laws"

Inigo_Montoya

As people have been saying on multiple threads  - if you want a refund then contact the Shell twitter team - create a temporary twitter account if you have too

double_dutchy

OK, thanks Inigo_Montoya, gonna try that now.......

Merlin139

If you don't use Twitter you can get a response from Messenger. That's how I got my credit by sending a screen shot of my Final Green bill.

I went from Green to Avro to Octopus in the space of 3 days. Shell responsible for Green balance. Still waiting for Octopus to sort my Avro move out buts that another story.

alessandro

Thank you all I have calmed down now after my experience from them and messaged them on Twitter

JohnSwift10

I had that problem as well, getting the run-around from Shell.

I contacted resolver and I had my credit back in 3 weeks.

smugwalrus

Just to add my few pennies in here, but Twitter does work and I had a cheque in 2 weeks from sending them a copy of my final bill.