Shell Energy, has anyone on here ever spoken to one of their customer service managers?

heyjoe

Hello All.

I ask the question in the title above as I've been trying to speak to one of these elusive beasts for getting on for 4 months now, and I'm not sure if they exist.

When I moved home in February I had the misfortune to take over service provided by the Shell, until the utility company I wanted could take the service over.
For that 17 day period I was stuck with Shell Energy. I rang them to get the bill sorted out and that is when the problems started.

The electricity side of the bill is absolutely fine. The gas side is far from it. 
The initial, and final ( they used deemed) reading on the bill are both thousands of units out.

So began hours of me ringing up and me explaining this to many many advisors.
I ended up sending photos in to prove the readings, and sending photos in of the meter reference numbers.

About a month ago, an advsor realised Shell had been reading the wrong meter, so that needed to be sorted out, so more delays. 
Not to worry, it would be sorted out. I would get a call back when it was done and a new bill would be send. Didn't happen.

I have emailed them as per their complaints procedure, and got a call saying all would be sorted, and nothing got done.
I have messaged them on facebook, and got the same.

I'm at the escalation stage with Resolver.
I've been promised a new corrected bill countless times, and a callback from a manager many times. Non of this has happened.
So, if anyone has any other advice, then feel free, as I'm all ears.

What makes this all the more annoying for me is that I used to work in customer service for a utility company. I used to deal with bills all the time, and I've recalculated the bill, it took me 30 minutes to do, why has it taken them 4 months!  

All I'm looking for is someone to take ownership of the issue and deal with it, because at the moment, no one is, and it is very frustrating.

Thanks in advance

Joe
   

liviboy

Yes!

Use Resolver to continue your complaint and escalate it! The team that deal with the escalated resolver complaints are excellent!

I’ve had an ongoing complaint for a year now and my case handler has been absolutely superb! And yes, 9/10 it’s your cad handler that responds (unless they’re off sick for example).

My issue has pretty much been resolved but they’ve relied on 3rd parties to do what they’re meant to do.

But the team that deal with complaints via resolver have been great in both email and phone! I even sent my guy a huge box of celebrations at Christmas for the office!

heyjoe

Thanks for letting me know, I'm using Resolver, and progress is being made, finally.