Still waiting for the switch from Goto Energy to Shell Energy?

Jollygardener

Are there any other Goto Energy customers still waiting for the switch to Shell Energy to happen?  It’s been about 8 months since Goto Energy went into administration, are you getting any info from Shell?  I’m getting no where with them.

MattMattMattUK

Jollygardener said:

Are there any other Goto Energy customers still waiting for the switch to Shell Energy to happen?  It’s been about 8 months since Goto Energy went into administration, are you getting any info from Shell?  I’m getting no where with them.

What information have you had and what information do you think you are waiting for? You should by now have an account with Shell and be paying them, but it may be several more months before you get a final bill and are charged for any usage, or gain any credit balance from your previous Goto account.

Jollygardener

Hi
The info I received from Shell was to tell me to continue to pay the direct debit with Goto, but Goto stopped taking it.  Shell have said they are creating Shell accounts but as yet we still haven’t got one, each time I email or call I am sent around various depts who seem to have very little knowledge of my situation.  Yesterday one Shell employee suggested my account is with British Gas, but how can this be when OfGem have moved all Goto customers to Shell Energy?  No one seems to be able to help and I haven’t paid any direct debit or received a final bill since October 2021, this is not through lack of trying and a worry of what my bill will finally be.  Do you have any info on why it would take this long for an account transfer?

MattMattMattUK

Jollygardener said:

Hi
The info I received from Shell was to tell me to continue to pay the direct debit with Goto, but Goto stopped taking it.  Shell have said they are creating Shell accounts but as yet we still haven’t got one, each time I email or call I am sent around various depts who seem to have very little knowledge of my situation.  Yesterday one Shell employee suggested my account is with British Gas, but how can this be when OfGem have moved all Goto customers to Shell Energy?  No one seems to be able to help and I haven’t paid any direct debit or received a final bill since October 2021, this is not through lack of trying and a worry of what my bill will finally be.  Do you have any info on why it would take this long for an account transfer?

Did you initiate any transfer during the month or two before Goto went bust, were you trying to change supplier or were you part of the SoLR transfer?

Jollygardener

We had only just transferred to Goto within the month before they went into administration, so only one direct debit had been paid to them, we should be part of the SOLR transfer.  

Alnat1

Google 'who supplies my energy' and there are websites that can access the info from your postcode

Jollygardener

It definitely says Shell Energy!

Alnat1

Are you able to read your meters and work out from your last Goto bill how much you have used?

You could at least work out roughly how much you owe by using Shell's SVT and try to put this amount to one side for when the bill eventually appears.

Jollygardener

I have been sensible in my approach, in that I have put money aside.  However this doesn’t solve my issue, I am still floating about, I have no account and no one at Shell Energy seems to be able to help me.  I don’t know what else I am supposed to do to get this resolved.  

Jollygardener

Anyone have any other advise on this?  Is there anywhere I can go to escalate this?

[Deleted User]

Jollygardener said:

Anyone have any other advise on this?  Is there anywhere I can go to escalate this?

Try the old fashioned method of submitting a letter or email headed COMPLAINT. Ask for an acknowledgement and a complaint number. Politely, set out all the facts. The complaints department staff generally know who to ask to get an answer. If not resolved, ask for a Deadlock Letter or wait 8 weeks: you can then escalate the complaint to Energy Ombudsman Services. Where possible do everything in writing.