Am I asking too much from Shell Energy?

kroggy

I moved into a new property and am having problems with Shell Energy 

Here is what I asked for:

1. I provide energy reading for the current month within a few days of the month end.

2. The energy company issue a bill for the period I just gave them readings for period 1st to end of month.

3. The energy company take a direct debit for the bill they generated in 2.

Shell Energy seem unwilling or incapable of carrying out this very simple request.

Instead Shell Energy  bill me to the 7th of the month which creates part estimated bills which are not accurate.

I am unable to get a real idea of my energy costs for the calendar month or for the reads I am taking.

Shell Energy uses a foreign call centre in Eastern Europe, the staff seem competent but come over in very harsh manner, they eventually make all the right promises, but DO NOT DELIVER WHAT THEY PROMISE ON THE PHONE.

So wanting something in writing I decided to email Shell Energy, this was a big mistake, they take ages to reply and meanwhile the same thing happens over and over again. 

As a result of these issues I have four months of energy being disputed, I asked they they issue two bills, one up to the tariff change and one thereafter, instead they have produced a single bill which is so complex that I would need a top 3 auditing firm to comprehend and again it has gone past the reads by 7 days.

Shell Energy have not replied to my last email for over 10 days.

If you raise a complaint they basically give you a copy pasted reply and call it a deadlock letter saying if I write again they will not respond further.

What I would appreciate help from MSE forumites on is ;

1. Do Shell Energy  bill every customer on the 7th of the month?

2. Is there some obligation on Shell Energy  to provide me will bills for the period I request (i.e. the calendar month)?

3. Do I have a right to get Shell Energy to cancel the bill from hell and produce the two simple bills I requested?

4. Do I have a right to be billed by Shell Energy from the first to the end of the month (something every other energy company has done for me in the past)?

5. Have MSE forumites experienced the same total failure of customer service and intransigence with Shell Energy ?

6. If I escalate these issues to the ombudsman will I get anywhere?

Robin9

If you really need to know exactly what your energy use/cost is for a calendar month take your own readings and do your own calculations

To stop estimates give Shell the reading a couple of days before the 7th - it's their game

kroggy

Thanks for reply but I would appreciate answers to my questions 

pochase

All your questions are o does Shell need to do what you want them to do for invoicing and as @Robin9 stated, no it's their game.

kroggy

Thanks for your reply, I would appreciate a reply to my actual questions 

TheMilkmansDad

1-4 no
5 not had any experience
6 unlikely

QrizB

kroggy said:

Thanks for your reply, I would appreciate a reply to my actual questions 

Okay, in order:

No, no, no, no, yes, no.

Robin9

I agree

No
No
No
No
Yes
No

kroggy

Thanks @TheMilkmansDad and @QuizB for your replies.

So basically Shell Energy do not give a damn about customer service so best to ditch them as soon as possible.

If the answer to 

1. Do Shell Energy  bill every customer on the 7th of the month?

is No then why are they being so difficult?  I have had this done by every Energy company I have been with and that is some number.

Am I asking too much?

I just want to enter my reads into my 3rd party energy app and for the bills to match the app in terms of dates. 

What annoys me is that their telephone staff said they could do it, I will do an SAR for the phone calls and I think I will take it to the ombudsman as I gather it costs them £350.  

I will also head over to Trustpilot and leave them a negative review, I might even do a youtube video showing all the issues customers have with them.

As my late mother used to say "don't care was made to care"

TheMilkmansDad

Ultimately what you are asking is bespoke. What Shell (and all other providers) offer is a "this is what it is" product that you've agreed to.  If every Shell customer requested similar I think there would be a meltdown!

Good luck in trying to achieve what you aim for, do let us know how you get on.

Robin9

kroggy said:

Thanks @TheMilkmansDad and @QuizB for your replies.

So basically Shell Energy do not give a damn about customer service so best to ditch them as soon as possible.

I

Am I asking too much?

If you don't like the way Shell don't do things  -  have a look at SP or Edf or BG or   ......     you might then wish for the devil you know. Octopus appears to be the exception.

How much would you be prepared to pay for this bespoke service ?