Energy Refund Advice

[Deleted User]

dastrix said:

I have tried to raise the complaint and this is when i contacted them, but yes i have no customer number etc. 

Small Claims Court worth a shot? or not?

Which entity would you take to Court? Green owes you the money but as an unsecured creditor of a failed company you would probably only get back pennies in the £. Ofgem introduced consumer credit protection in 2016 (paid for by all energy customers) and SoLRs act as Ofgem’s paying agents. It could be an interesting case.

It is worth saying that the SoLR process was brought in to ‘ keep the lights on’ when the occasional supplier failed. It was never designed to cope with multiple suppliers going over the cliff like Lemmings, and there are no prescribed timescales for the repayment of credits. The latter would be difficult as Ofgem has no regulatory control or oversight of suppliers in Administration.

tweekee

dastrix said:

Hi Everyone, 

I could do with some advice on the next steps i should take with money owed from a previous supplier. 

I was with Green Energy and initiated a move a few weeks before they announced they were to cease trading (September 2021). I spoke to the administration company and they instructed me not to worrry etc. However I felt i had to chase this again earlier this year (January 2022). I was told that i need to contact shell who had took over Green Energy suppliers even though i had never joined them. 

After contracting Shell on approx 4 occasions i sent an email / ticket to them stating that i expected my refund by April 2022, giving them approx a month to get this sorted. I received a response saying had i recieved a cheque. I had not so kindly responded that i had not. I have contacted them again to state this.  Still no response what should i do know?

Thanks in advance everyone. 

Hello,

I'm in a similar situation.

I was a Green customer and had applied to switch to another supplier about two weeks before they went into administration. My supply was moved to Shell Energy for a total of 11 DAYS before the switch was completed.

I had a credit balance with Green of almost £400. This was transferred to Shell Energy.

I have had a terrible experience with Shell Energy. Like you, despite lots of correspondence by phone and email, 8 months later I am still waiting for my credit balance refund.

An important issue for me is that during this time, as we all know, the cost of electricity to consumers has doubled. In energy terms, my money is worth half what it was in September 2021. The situation is aggravated by customer service staff who have repeatedly lied to me, failed to reply to emails and in general provided a very poor level of service. They refused to acknowledge the correct amount of my credit balance despite me providing proof.

This is what I have done.....

Somewhere on here a few weeks ago, there was a link within an article on how to complain to an energy supplier ( I can't find it yet!) I did this.

I submitted a case to the Energy Ombudsman. This had an almost immediate effect. Shell Energy contacted me for the first time in almost 8 months to discuss my credit balance refund. Unfortunately, they said that some of my money has been refunded. This is not the case, and I have declined their offer of resolution.

I feel as if Shell Energy want the Ombudsman case to go away. I have asked the Ombudsman to continue the investigation as I think it's important for a situation like this to be highlighted. Millions of pounds of customer credit is sitting in the accounts of the energy companies.

I hope this has been helpful and wish you all the best in resolving your situation. In the meantime, if I find the link to energy firm complaints, I will post it on here.