Moved from Pure Planet to Shell Energy and now Missing a Direct Debit Payment

iaintwoeyes

When my joint supply moved from Pure Planet to Shell Energy, my Jan 22 direct debit of £160 was not shown and therefore not taken into account on my new statements from Shell Energy. Dec 21 and Feb 22 Direct Debits are shown.

I have contacted them at least five times now to get this sorted and on the last call (two weeks ago) the call handler said it was now being passed to the "investigation department".  Not heard anything from them since and I guess I was just fobbed off again.  £160 is a lot to just "lose" and I would like to recover it.

Does anyone have any ideas? Contacts for Shell Energy other than call handlers?

DINK670

Hi,

Unfortunately I don't have any other idea, except for emailing the CEO direct. I found this email address but don't know if it is correct: jodie.eaton@shellenergy.co.uk

I am in the same situation, but have missing payments of over £200, plus they have used the wrong figures on my latest bill, charging me for Fab & March in March's bill! I would suggest checking your bills very carefully to make sure this doesn't happen to you too.

Ultrasonic

Did a January 22 payment definitely leave your bank account? 

I also went from PP to Shell and got an email from Shell saying a payment wouldn't be taken one month, which I'd guess was January.  The email suggested I made a manual payment but I chose not to.

ZanyZoo

Hi, just wondering if you got anywhere with this? I have the same problem except missing Dec and Jan direct debits totalling nearly £400. I have sent them screenshots of my bank account proving this and they have 'investigated' but came back saying no money was to be credited. I have disputed this, I guess the next step is an official complaint and the ombudsman? 

millie2021

I'm in almost exactly the same situation with Pure Planet & Shell. PP took c.£140 on the 20th December, and it seems to have disappeared. Its not been credited to my outstanding balance with Pure Planet and wasn't credited to my account with Shell who took over supply from the 16th October.

I've been through the investigation with Shell and made a complaint with no real success.

I tried to get my bank to recall the direct debit but they said that it failed as it went to a company in adminstration. So I think maybe the administrators and the ombudsman? The fact they told us NOT to cancel the direct debits and then continued to take them and not credit them to our accounts is surely malpractice.

mark_hudson64

Was also moved from Pure Planet to this company from OFGEM.  Having tremendous problems with Shell Energy associated with changing my broken standard (non-smart) electricity SSE meter which strangely stopped working at about the same I was switched to this company. Communication problems from the start.  Broken priomises and very questionable advice from Shell Energy advisors who refise to give their full name.Clear to understand why as they promise you gestures of good will and then advise that their gestures were a mistake. I do not trust this company to the extent that I am cancelling my DD. Furthermore, my issue is in the hands of the Ombudsman and my MP. Did anyone have any sucess with Jodie Eaton's (CEO) email address? 

jodie.eaton@shellenergy.co.uk 

pochase

If you cancel your direct debit your unit rates will get more expensive, You'll be losing a 5% to 7% discount.

millie2021

Got through to the administrators who assured me that Shell definitely do have my missing direct debit payment and to go through customer services and push to be referred to Ayden Sheehan’s (ayden.sheehan@shellenergy.co.uk) in Finance who were dealing with all the Pure planet customers. 

Obviously I’ve been ignored when I’ve tried to do this. Might try forwarding to the CEO to see if that helps and I’ve also asked it be raised as a formal complaint. Probably unsuccessfully. 

They are absolutely useless.