Shell Energy 'can't find' my Pure Planet Credit

Stephenbw

I switched from Pure Planet to Utility Point on the 10/08/2. One month later on the 14th of September Utility Point ceased trading and I was advised I was moving to EDF. 

PP were still trading at this point but my switch wasn't finalised before they too went bust. I didn't receive my final bill from PP until 1/12/21 showing I was £65.27 in credit.

Shell Energy's website says credit cheques for PP customers were sent out in February 22. I didn't get one so emailed them on 5/4/22. They requested a pdf of my final PP bill which I sent them. I got no response, so emailed again on the 13/4 and was still ignored so today I contacted them on chat when I was told that they 'can't locate any refund that is due'. I pressed them and they repeated this mantra 3 times, said chat couldn't be passed to a manager and that there's nothing they can do. A complaint has now been logged and someone is going to ring me within 48 hours. 

I'd be grateful for any advice on what I can do if they come back to me with the same nonsense about not being able to find the credit.

Gerry1

Make sure it's been registered as a formal complaint not merely feedback, and get a reference number for it.  Record the call if you can, ask for a transcript or their recording if you can't.

Ask for a deadlock letter and go to the Ombudsman upon receipt, or after eight weeks if they don't send one.

Stephenbw

Thank you for the advice, I'll do what you suggest when they ring me.