Shell Energy - what a shambles

LisaV

We were forced to join Shell Energy after all the old energy companies went bust. We've just received a bill based on an actual meter reading and they are increasing our direct debit again without asking next month, this time to £195/month, even though we are nearly £500 in credit.

Is this acceptable? These energy company cowboys just seem to be doing what the hell they like....it's taken me nearly an hour just to get into their website without it crashing, so that I can actually see our bill...

Grateful for advice on whether our situation is 'normal' in these wretched times, or whether there's something we can do to stop them sitting on our money that we could do with actually using. Thanks

MikeJXE

The only advice I can give you is don't move to OVO

Gerry1

Shell have a poor customer service reputation.  But there's a simple remedy - Ditch and Switch !

You could also consider changing to Monthly Variable Direct Debit where you pay for the amount used during the last month.

It means that you'll get smaller bills in summer and bigger bills in winter so it may not suit everyone, but at least you'll be in control.

pseudodox

Don't waste time stressing over this - as said above Ditch & Switch.  EDF (who I recently moved to) offer variable DD.  Other suppliers are available.  Take control of your own money & life.

Officer_Dibble

And when Shell don't refund you within a fortnight (of producing the final bill) after you switch, don't forget to claim the Ofgem £30 compensation.

bristolleedsfan

Officer_Dibble said:

And when Shell don't refund you within a fortnight (of producing the final bill) after you switch, don't forget to claim the Ofgem £30 compensation.

Does not have to be claimed. should be automatic, if doesnt get paid automatically an additional £30 compensation is applicable

Allanr

LisaV said:

We were forced to join Shell Energy after all the old energy companies went bust. We've just received a bill based on an actual meter reading and they are increasing our direct debit again without asking next month, this time to £195/month, even though we are nearly £500 in credit.

Is this acceptable? These energy company cowboys just seem to be doing what the hell they like....it's taken me nearly an hour just to get into their website without it crashing, so that I can actually see our bill...

Grateful for advice on whether our situation is 'normal' in these wretched times, or whether there's something we can do to stop them sitting on our money that we could do with actually using. Thanks

If you check your account you should be able to see how Shell worked out your increased DD. I keep my own spreadsheet on what my DD should be, Shell were suggesting I should increase my DD to a figure much higher than my own calculations. I contacted them by chat to ask them to look more closely at their calculations and we came to an agreemnet which was satisfactory to the both of us.

luvchocolate

I had the exact opposite..Shell suggested I lower my payment from £82 to £69 based on reduced usage. 

I would rather keep it as was but they reduced it anyway. 

I think they keep reviewing accounts to balance out over the year. 

I've found their customer service to be good..I seem to be a minority 

pochase

You are not giving any information that shows if the increase of the DD is justified or not. 

Just that you are in credit does not mean a lot. We are in the middle of winter with highest bills, or you could have come of a fixed tariff and suddenly you unit rates treble.

What is you usage for the last 12 months, and what are your unit rates?

Also when was you last bill? If it is not up to date, the credit shown might be offset by the next bill.

samal

She'll also offer variable DD. I am on that with them

foxy_squirrel

My D/D was reduced over the winter, as I was massively in credit. I have always found them fair too. However they have just told me that my D/D needs to go up to £90 a month? I rang and asked why, as I am still in credit, my smart reader sends regular eading s through which are correct. I was informed that the d/d amount is worked out by your usage, not whether you are in credit or not. If you put your account into credit, over a certain amount, they wont take the d/d or just take a nominal amount. This is what I do, and then they get annoyed and keep sending me e mails telling me not to. Im not that daft I dont send too much. I just send it when I can and am only in credit by £250 but it stops them taking a large amount out of my account when funds are low.