Green to Shell Energy - if you switched just before the bust & had credit, this may be worth knowing

stuart_b

Hi - I have tried searching and reading "some" of the various threads to check I'm not repeating...

In the situation where you requested a switch before Green went into adminstration but this completed afterwards (i.e. requested before 26/09/21 and completed after) and you were in credit, you may/will not receive your credit automatically.  I appreciate this is at odds with what Ofgem and Shell say on their websites.  

I'm basing this on my own experience of being back and forward to Shell Energy and finally getting a correct answer and assistance after a letter to the CEO's office at Shell Energy.

Shell Energy have said that they did not receive details of what they call "loss" customers (i.e. customers they were never going to bill) because they cannot load them on their systems.  They therefore have a manual workaround which involves ex-Green customers providing a copy of your final Green bill against which they will refund the credit.  Note they do load contact details of such customers on to systems which send automated messages about direct debits for example, so you may have still received (misleading) information. 

The problem is, their website doesn't say that and all advice elsewhere is just to wait.  In addition, my experience was that the Shell Energy contact centre did not and does not (as of Thursday) seem to know any of this and just tells people to wait or in one case to contact Green's adminstrators instead.  Completely incorrect and a sure way to never see your money.

If you're in this situation, don't just wait, get in touch with Shell Energy and if they tell you to just wait, let them know that they do not understand the above.  I am only relating what has happened in my case and what Shell Energy have told me.  If you want to reply and say "nah, that's rubbish, I had no problems, they paid it automatically", I'm not going to call you a liar, just lucky.

Cheers
Stuart

Sailbad

I'm was in the same position. After numerous phone calls and emails to "customerservice", "complaint" & "green" @ shellenergy.co.uk I eventually got my refund cheque on 16th March.
Appalling service.

smugwalrus

Sent a private message to their twitter account and provide a copy of the final bill to go with.  Refund of credit near instantly received (at least within 2 weeks of requesting).

JohnSwift10

I got my credit refund from Shell after contacting the Resolver.

AbbieCadabra

smugwalrus said:

Sent a private message to their twitter account and provide a copy of the final bill to go with.  Refund of credit near instantly received (at least within 2 weeks of requesting).

Same here, emailing them got me nowhere, but twitter team sorted refund with no issues.