After Green went bust, Shell repaid me my credit - now they're asking me to pay it back?!

torij27

In September 2021, I opted to switch from Green Energy to E.ON Next when the prices started rising. However, before the switch was complete, Green Energy went bust and were taken on by Shell Energy. My switch was completed 3rd Oct 2021. I cancelled my direct debit with Green and began with E.ON. I was about £250 in credit with Green and I received a final statement from Green in November 2021 (6 weeks after I'd moved to EON) saying exactly that - they owed me that £250. 

Shell were slow and useless. Lots of pointless set-up emails that no longer applied to me, lots of emails asking me to be patient with the process moving over from Green. I was patient and hadn't asked for my refund. Then in December, I received a massive bill from them for over £300 to cover my gas & elec for Oct-Dec 2021 (when I was with E.ON). I got in touch, explained that I was no longer with them and, in fact, they owed me money. I heard nothing until a month later when my bill was adjusted back to what it was before the £300 was added. Still no news about my refund. So I phoned them up in January. I was assured my bill had been finalised and I would be sent the refund. Nothing happened. I phoned up again to chase it up and they said it would be sent. Finally the cheque arrived in mid-February. I cashed it, account closed, whole months-long issue finished with.

Or, so I thought... Last week, Shell Energy got back in touch with me to say I owe them £90. This was an "adjustment by the administrators of Green". They refunded me in error and now they want £90 back. I asked for evidence. They said they had none - they'd just been "told". I said I wasn't going to pay unless they provided me with a statement. I raised a complaint. This has so far been pointless as all they've been able to do is keep telling me I owe it and for me to read the FAQ on the Green Energy website. It tells me mostly to contact Shell. But there is a part about talking to the credit company dealing with Green. I tried to contact them, but you need a reference number to talk to them on the phone or contact them by their website. Through mashing keys on the phone, I managed to be on hold for a long time and then get forced to leave a message. No one has phoned me back. Shell say they're not allowed to contact the credit company on my behalf for privacy reasons so the evidence that they need to show me why I should pay them money is something they're not allowed to have access to see. So, now I'm stuck. I don't trust that this new bill "adjustment" is right, they've been so wrong before.  What are my next moves? 

I would be grateful for any help or advice!

MWT

I would stick with 'prove it'.

If you have a final statement from Green showing the exact amount that Shell have paid to you then unless you get a correction from Green then there is nothing more for you to do.

Gerry1

No wonder Shell are beaten only by British Gas as the worst SoLR.

https://www.moneysavingexpert.com/news/2022/03/bust-energy-suppliers-credit-delays-survey/

Verdigris

Shell didn't include my Green credit in my first bill. I suspect this is as at least as much to do with carp information from Green, as anything. Has anybody had a final account from the Green administrators?

brewerdave

A large number of ex Green customers who had moved away well before the failure ,got refunded credits from Shell recently altho they had already received refunds ! Wonder if they will be reclaimed ??

Inigo_Montoya

brewerdave said:

A large number of ex Green customers who had moved away well before the failure ,got refunded credits from Shell recently altho they had already received refunds ! Wonder if they will be reclaimed ??

yes that was my thought immediately too (I am not one of those "lucky" people though)