Shell energy

Zellik

I have just had dealings with Shell energy, which I feel I should pre warn other users to be wary of.

I sent in my meter readings at the end of March.  A week later i recieved an email with my new DD payments.
To my horror they had increased it 300%.  
I called them and when the lady looked on her computer, the amount was showing at £100 less than was on my email.  I don't know at this stage if this is human or a computer error.  Either way it's not acceptable.

I let rip into her and stated I am a low user of both gas and electricity.
Also, put in a complaint at the same time.  
When all the lady could say was sorry, that infuriated me even more.

Any customers of Shell energy please check all information 
regarding your billing thoroughly, 
make sure you challenge them over
any potential mistakes. 

Archie_Duke

I only joined Shell Energy (from Pure Planet) in October, with account details, readings etc being transferred across eventually in December. I was on Flexible 6 variable rate tariff on transfer. Since then I feel that I’ve been well in control of my payments. Shell Energy only recommended that I increase my Direct Debit, which I can do through the online account summary, in reaction to usage increases from readings or in expectation of the April tariff rise.

Have you just come off a fixed-rate tariff, or somehow gone onto a new one? That’s usually the reason for a big increase such as the one you’re seeing. If you’re on a standard variable tariff (SVT or SVR) then the big rise would possibly be because of an incorrect reading. Do the readings on your bill look rational against the present meter reading?

Zellik

I always give Shell my readings.  My bills are never estimated.

Thrugelmir

When's your normal billing cycle. By providing a reading at the 31/03 you may have triggered a recalculation in the system. 

I let rip into her

To achieve what precisely. The poor lady was simply doing her job. If your employer ripped into you at work in such a manner I suspect that you would be making a bullying complaint pronto. 

vickyv_2

We were moved to Shell after Pure Planet went down in September/October. We paid final PP bill in October and continued to pay direct debits as usual to PP and as instructed by Shell. By the time our account was finally moved over in Dec we had a credit of over £680 a new Direct debit was created which was paid in Jan giving us a total of £834 credit. (No bill provided) Things started going really wrong from here. Feb payment wasn’t taken by Shell and our online account disappeared - including smart meter readings etc. We contacted Shell to say this - they said the account hadn’t  yet been changed over and to wait. We then received an email to thank us for our custom and sorry we were leaving Shell - we weren’t, sadly. Eventually after speaking to several people and many emails the account was rediscovered as it had been ‘lost’/closed for some reason. We’re now into April and finally received a bill- our gas has been measured in cubic feet instead of cubic metres - meaning they think we owe them over £1200 for the last 6 months energy even after using up the £834 credit … We have tried to explain this to several Shell people who just tell us the price of gas has risen, we know this , this is not the issue. I don’t know what to do, how can I get them to understand that the bill is incorrect? We’ve sent photographs of the meter showing M3, we’ve pointed out that it states cubic feet on the bill but still no luck. The gas smart meter no longer sends readings to them so I am sending regular readings (when this facility is actually working) 

We are now being told to increase our monthly payments to £600’month to accommodate this mess. Anybody got any other suggestions as to where to go to to get this sorted as Shell appear to be incapable of amending their error. 

Ultrasonic

vickyv_2 said:

We were moved to Shell after Pure Planet went down in September/October. We paid final PP bill in October and continued to pay direct debits as usual to PP and as instructed by Shell. By the time our account was finally moved over in Dec we had a credit of over £680 a new Direct debit was created which was paid in Jan giving us a total of £834 credit. (No bill provided) Things started going really wrong from here. Feb payment wasn’t taken by Shell and our online account disappeared - including smart meter readings etc. We contacted Shell to say this - they said the account hadn’t  yet been changed over and to wait. We then received an email to thank us for our custom and sorry we were leaving Shell - we weren’t, sadly. Eventually after speaking to several people and many emails the account was rediscovered as it had been ‘lost’/closed for some reason. We’re now into April and finally received a bill- our gas has been measured in cubic feet instead of cubic metres - meaning they think we owe them over £1200 for the last 6 months energy even after using up the £834 credit … We have tried to explain this to several Shell people who just tell us the price of gas has risen, we know this , this is not the issue. I don’t know what to do, how can I get them to understand that the bill is incorrect? We’ve sent photographs of the meter showing M3, we’ve pointed out that it states cubic feet on the bill but still no luck. The gas smart meter no longer sends readings to them so I am sending regular readings (when this facility is actually working) 

We are now being told to increase our monthly payments to £600’month to accommodate this mess. Anybody got any other suggestions as to where to go to to get this sorted as Shell appear to be incapable of amending their error. 

I would raise a formal complaint with Shell to get this resolved.

Sorry to read you've had issues. I was fortunate to have a completely problem-free migration from Pure Planet to Shell.