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

gatonoir

It's not just you JollyGardener! Exactly the same situation for me - I'd only been with GoTo for a month when they went bust. Shell have now accepted that they are supplying me energy, but still haven't given me an account number or taken any payments, and their last email literally told me not to respond to them and to wait for them to set my account up and get in contact with me. 

Did you get anywhere with the complaints department? I'm waiting another few days so it's 3 months since my last attempt before trying again. I sort of wish I'd not got them to acknowledge they were supplying me - could probably have got free energy for life at the rate they're going 🤦

Jollygardener

@gatonoir ha ha I thought the same about getting free energy for life, problem is it’s bound to come and bite your backside at some point!!
I escalated it using this url https://www.resolver.co.uk/ I still haven’t got an account set up but I have been assured that someone is looking into it.  Using this site ensures all correspondence is logged.  If this ever gets resolved I want to be moving, the experience I’ve had with Shell Energy has been terrible with incompetent, incapable staff.  Don’t know how they manage to hold on to their customers.
Good Luck, if you do manage to resolve it, please let me know and I will do the same on here.

QrizB

Jollygardener said:

If this ever gets resolved I want to be moving, the experience I’ve had with Shell Energy has been terrible with incompetent, incapable staff.

This might be a bit cheeky, but (as you intend to leave anyway) if you start a switch away it might prompt Shell to get your account straight.

gatonoir

I think the problem is that you can't switch until they've set you up (I suspect to avoid this exact situation happening)

smugwalrus

Try Twitter, even if you don't have an account create one using some dummy details. You won't have to use it again.  Their Twitter team are amazing and were about to sort my refund from Green Energy within a matter of minutes. 

Pop them a private message explaining the details along with your address and you'll likely have much more luck that way.

gatonoir

So, an update, in case it's of any use to anyone. Resolver eventually worked. Sort of.
The good news: I finally have an account number, the ability to give meter readings, and the ability to pay bills. It only took 294 days. *rolls eyes*
The bad news: Shell don't have my credit from GoTo, nor the credit from my previous supplier which was still in the process of transferring when GoTo went bust. Shell is going to try and recover it, but I suspect it's going to be another load of faff to try and get it back

pochase

The credit from your last supplier should be no problem, even if it takes time.

Credits from a former supplier should have been paid out to you, or did that supplier also go bust?

For customers who went onto Av.ro and paid a debit order before they became customers Ofgem decided they would not qualify for this to be paid back to them, even so Octopus decided to honour it.

Jollygardener

@gatonoir finally some good news for you, nice one!  Did you take any photos of your previous accounts ?  I’ve also had some good news myself, my account has also been set up and I’m now just waiting for the bill to be confirmed.  Luckily I had taken screen shots of my account with goto so I was able to prove the credit I had, which they have now confirmed.  I would defo recommend the resolver website for anyone else experiencing the same issues.  

officially_debt_free

I have exactly the same problem with Shell, they never set up the account or transferred the direct debit.
I even contacted the administrators who dealt with GOTO and they confirmed my details were passed over along with 22000 others in October 2021. I have not paid anything since then, I must owe them a couple of thousand by now.
Been corresponding with call centres worldwide since April being put through or getting cut off. Emails sent.
They are utterly incompetent. I cannot move from them as I have no account number.
I have now referred it to the ombudsman and since then Shell have asked for my closing GOTO details which I found luckily in an email. They are also sorry I felt the need to complain!!!