Money owed to us from Pure Planet who failed to reissue final bill before going bust

MSJordan

We were with Pure Planet before we switched to Green then switched to Avro before they all went bust, but upon switching Pure Planet issued a final bill with a made up extortionately high estimated gas meter reading and just took the money by direct debit. We disputed this with both Pure Planet and Green as our gas was switched off during the summer month (we only used gas for heating).

Green raised the dispute and agreed to the opening gas meter reading and issued a final bill with the correct opening meter reading.  Pure Planet said they will amend their final bill, but this never materialised, then they went bust. As it stands the incorrect final bill from Pure Planet has a much higher closing meter reading to the opening meter reading with Green.

We have been in communication with Shell for several months using email and resolver but they just have us going round in circles. They have the final bill from Green (who also went to Shell as SOLR) and incorrect final bill from Pure Planet with the incorrect much higher closing meter reading. Also pictures of meter reading at the time of the switch and communication to both suppliers regarding the disputed reading, bank statement showing Pure Planet taking the direct debit for the incorrect final bill. 

Shell initially told us to go to Octopus who is the Supplier of Last Resort for Avro, as our account got transferred to them. Octopus says Shell needs to reissue the final bill. 

Now Shell keep telling us that they cannot reissue the final bill as we’re not their customer and we need to contact PWC the administrators to ask them to reissue the final bill. When we contact PWC they keep telling us that they do not hold customer account details and tell us that Shell are directing customers to them incorrectly and that Shell should issue the final bill and issue a credit refund. We have escalated the complaint to the highest level via resolver with Shell but noticed that each time the complaint is escalated it’s still dealt with by the same customer service advisor who just copies and pastes the same response and doesn’t actually read anything we tell them or actually look at all the back up documents that we have provided. Help!