No refund

SATC

Prior to Pure Planet ceasing trading, (August 2021) I changed my energy supplier and within a couple of weeks I received an email explaining what had happened and that my new provider would be Shell Energy.  My account was and still is in credit of £140.22 with Pure Planet.  Thinking that I would get a refund from either Pure Planet or Shell, I waited for this to happen, when nothing was received for several months, I emailed both companies and was told by Pure Planet that the refund would go to Shell who would then pass this on.  I then contacted Shell on 10th December 2021 and they responded asking me to contact them on the number provided, which I did and spoke with a gentleman who informed me that as I do not have an account with them, (I had already switched providers just prior to Pure Planet ceasing trading), he was unable to access my details, and that as soon as a temporary account was created, then it would show that I had a refund of £140.22 due to me.  I have contacted Pure Planet on several occasions and their last response is as follows:

“In order to pursue this matter further and discuss the resolution, I would have to contact Shell Energy directly as they will be honouring credit balances”.  My issue is that I appear to be bouncing from one company to another, and are giving me conflicting information as to how and when I am to receive this amount into my account. 

I have contacted Shell several times, and the last email received by Shell on 29th December was as follows:

"We are still receiving information from Pure Planet and once we get all information and your final bill is issued by Shell Energy or Pure Planet, your balance will be settled accordingly"

I have also contacted my new supplier, who have said that they have not received anything from either company.  

Can someone please help me with any advise as to how I can get my refund, which is much needed.

lisyloo

You simply need to wait I’m afraid.
there are tens of thousands of people in a similar position.
shell cannot do anything at all until the administrators of pure planet have passed them the figures,
they are doing thousands so I doubt there is anything you can do to speed it up unfortunately

MWT

SATC said:

I have also contacted my new supplier, who have said that they have not received anything from either company.  

Can someone please help me with any advise as to how I can get my refund, which is much needed.

The only place to get help on this is Shell, it is nothing to do with your current supplier or Pure Planet at this point.

Many are reporting getting inaccurate information from the normal CS staff at Shell, but they do report getting help from the social media team via Twitter, so that is the route I would suggest you follow...

t0rt0ise

You just need to wait. Both my suppliers went bust in September and I've had no refunds yet. There is really no point in asking them over and over. It will happen eventually.

QrizB

SATC said:

I have contacted Shell several times, and the last email received by Shell on 29th December was as follows:

"We are still receiving information from Pure Planet and once we get all information and your final bill is issued by Shell Energy or Pure Planet, your balance will be settled accordingly"
Can someone please help me with any advise as to how I can get my refund, which is much needed.

Shell have a webpage set up for customers in your position. They update it weekly.

https://www.shellenergy.co.uk/blog/post/welcome-new-customers

fluffig

SATC said:

Prior to Pure Planet ceasing trading, (August 2021) I changed my energy supplier and within a couple of weeks I received an email explaining what had happened and that my new provider would be Shell Energy.  My account was and still is in credit of £140.22 with Pure Planet.  Thinking that I would get a refund from either Pure Planet or Shell, I waited for this to happen, when nothing was received for several months, I emailed both companies and was told by Pure Planet that the refund would go to Shell who would then pass this on.  I then contacted Shell on 10th December 2021 and they responded asking me to contact them on the number provided, which I did and spoke with a gentleman who informed me that as I do not have an account with them, (I had already switched providers just prior to Pure Planet ceasing trading), he was unable to access my details, and that as soon as a temporary account was created, then it would show that I had a refund of £140.22 due to me.  I have contacted Pure Planet on several occasions and their last response is as follows:

“In order to pursue this matter further and discuss the resolution, I would have to contact Shell Energy directly as they will be honouring credit balances”.  My issue is that I appear to be bouncing from one company to another, and are giving me conflicting information as to how and when I am to receive this amount into my account. 

I have contacted Shell several times, and the last email received by Shell on 29th December was as follows:

"We are still receiving information from Pure Planet and once we get all information and your final bill is issued by Shell Energy or Pure Planet, your balance will be settled accordingly"

I have also contacted my new supplier, who have said that they have not received anything from either company.  

Can someone please help me with any advise as to how I can get my refund, which is much needed.

Similar situation here. I waited and waited until 28 February had come and gone with no cheque received (as Shell's website help said, and still does say, refund cheques for customers in our situation would be received by the end of February).

Two days ago I did online chat with Shell, but the agent couldn't help me as they couldn't find my account. They told me to ring Shell customer service which I did. The agent there said no refund would be received automatically! it all had to be done manually ... Direct contradiction of what Shell has on their website.

They asked questions to fill a form out, emailed me asking for my final bill from Pure Planet which I sent back to them, and told me I should (not terribly reassuring!) receive a refund cheque within 20 working days. We'll see

sparky0138

I was with Green but in the same situation. I also waited until 28th February, which is the date Shell said we should have received our cheques. When it didn't arrive I contacted them via Twitter and they apologised for the delay.

After I'd confirmed the address I wanted the cheque sending to, they said they'd raised for the refund to be pushed through for me and the cheque should arrive within 10 working days (14th March).