Pure planet / shell energy

raptornic

Hi all, I switched from pure planet 2 weeks before they went bust,( switched to eon next) I had a credit balance of near £300, by the time I contacted pure planet about my credit balance they had already gone bust and was told my credit balance will go to shell energy. This was October 2021, I’ve been trying to get my credit back since then.
after hundreds of emails to shell energy, sent all details ( meter serial numbers, name, address, previous pure planet bills and a screen shot of the final statement), they now today told me we Are
now in deadlock and your case is closed !
ive tried the ombudsman, there not interested.
Any help on this would be much appreciated.

Ultrasonic

To be clear, did you share the deadlock notification from Shell with the ombudsman? What exactly did the ombudsman say?

raptornic

I opened a case with the ombudsman, only for them to close it within 30 minutes, I am shocked is an understatement 

raptornic

Ombudsman said they are not in a position to help on this issue 

Ultrasonic

raptornic said:

I opened a case with the ombudsman, only for them to close it within 30 minutes, I am shocked is an understatement 

That didn't answer my question...

raptornic

I didn’t get the chance to share the deadlock note with the ombudsman, then tried to access the case with them half an hour after originally opening the case with them to add additional information which is when the case showed as closed .
tried to open another case with them, thinking I could upload all info,  this was declined 

raptornic

I shouldn’t have to fight for months to have my money returned to me 

Ultrasonic

Your original case with the ombudsman will have been rejected as you didn't have the deadlock notification. This is a requirement for them to get involved. Contact them again now providing the deadlock notification.

raptornic

Ok cheers, is that online form again or would it be better to call them 

raptornic

I will phone them tomorrow