Shell Energy withholding EBSS

Notahappybunny5

Shell energy are yet to credit my account with any of the EBSS that the government states I am entitled to (as are all households). I have complained twice so far with no resolution. They told me 400 customers haven't had the EBSS payments, they know about it and are working towards a resolution. They have no idea when it will be resolved.
They got very uppity on the chat I was on and just said she would put in another complaint. They said I could download a chat transcript at the end of the chat but it wasn't available. Luckily i screenshot everything. I have no idea what else to do to get it resolved.

Jyana

Not all households are eligible, only those who have a domestic electricity account. A small difference, but one the media in particular haven't been very clear about. 

Have Shell said why they aren't able to pass it on to you; prepayment meter, non-domestic account, admin reasons, etc? 

Notahappybunny5

I am an electricity only household. They have said it is an “error with around 400 accounts” they wouldn’t elaborate 

Jyana

If you have a domestic account with them, and you have made your complaint in writing to them officially already, then they have 8 weeks from when that first one was made to resolve it. If not, then you can then take it forward to the Ombudsman.

If you are approaching the 8 week mark, I would personally mention that this is my next step to them, and if you haven't yet made either of the complaints you mentioned in your OP official, then do so now so that you can start the process.