Dispute with Shell- Final Bill from Green Energy

lynwoodvilla

Hi has anyone else had trouble with not receiving a final bill from Green Energy?  I provided final readings and wrote down my credit status of £163.33 to Green Energy on 27th Sept.  They told me not to cancel the DD (which I didn't) and that everything would be dealt with via Shell Energy.  I made DD payments to Green from Oct 21 to Jan 22 before it switched to Shell.  In December 2021 I received my first bill from Shell and could see clearly the credit from Green as expected (£163.33) but on the line where new payments should have been entered the line was blank.  I rang Shell and they told me that not everything was transferred yet and to wait until the new year.  By April this year the two DD payments from Oct and Nov had still not appeared on any of the bills and so I contacted again.  Now I'm being asked for the final bill from Green Energy as proof of the credit, which I haven't got.  I either received it via the app which is no longer in service or didn't receive it at all.  I've tried to get to the administrator but I'm just sent back into a loop with Shell Energy.  Any ideas where I can go next to get the final bill from Green and reclaim my 2 months DDs?

nmr91

if you go on the green website - members.green.energy/sign-in - and sign in by entering your email address you will be sent a 'magic link' to your email - make sure you check your spam folder. Click on this and it will open up a green website listing all your bills - down load them asap. I know this works as I am in dispute with Shell, who took over my account. They questioned the final reading and I needed my final bill from Green - since supplying it to Shell they have gone quiet.

lynwoodvilla

Thank you so much, I've got it!

Carpcat

I’m having issues with Shell who I have sent my final Green bill, and despite having a credit to be paid to me, are basically ignoring all my correspondence! I’ve sent an official complaint and I’ll then turn to the ombudsman to follow up. It shouldn’t take a company this long to issue any credit.

[Deleted User]

Carpcat said:

I’m having issues with Shell who I have sent my final Green bill, and despite having a credit to be paid to me, are basically ignoring all my correspondence! I’ve sent an official complaint and I’ll then turn to the ombudsman to follow up. It shouldn’t take a company this long to issue any credit.

There is no credit from Green per se:  this a myth perpetuated on this forum. At best, as an unsecured creditor of a failed supplier, you are legally entitled under insolvency rules to pennies in the £.  Your credit balance is however protected by a consumer levy paid for by all energy consumers. SoLRs have a responsibility to check that final balances are correct before they apply a credit balance to your present account as the money paid out will be audited by Ofgem when the supplier submits its SoLR Special Payment claim. In turn, these claims will be passed on to the National Grid and ultimately to energy consumers.

FWiW, Shell is not the only supplier that is struggling in this area. My grandson has waited 5 months for Octopus to agree his credit balance with Avro as the original final bill was wrong. The two parties have to agree an opening/closing reading for the period from SoLR appointment to the day that your supply formally switched over to the SoLR (usually about 10 days worth of supply).

I doubt that taking your complaint to EOS will get you very far as it is not in a position to adjudicate on an issue between a supplier and a failed supplier. The latter is not subject to Ofgem rules as it no longer holds a supply licence.

It is no comfort, I know, but had you been making a claim as an unsecured creditor you might have had to wait many months for any repayment of your credit.