Shell Energy won’t apply standing charge after fire

diamond

Hello experts,

Any help or advice I can get with how to make progress with Shell  would be much appreciated. 

7 August 22, I was happily shopping for my holiday clothes when I got a frantic call from my son saying there was a fire in my block. Long story short, the embers of a balcony bbq fell onto the roof of my flat causing it to burn down. I lost everything. Since then I’ve been in temp accommodation. 

I contacted Shell and asked what I needed to do, the supplies had been taped off and I couldn’t get a reading, furthermore I wasn’t allowed near the property. 

They advised to cancel the account. Big mistake. 7 months on I am being chased by debt collectors. The rebuild has now begun, it will be another 6 months at least. Other neighbours have had to move out. They simply called their suppliers and have been moved to a standing charge. I on the other hand am receiving daily emails from Shell requesting proof that I’m not living there.

I’ve sent photos of damage to my property, the fire report (which shows the address of where the fire started) and of the capped meters. Apparently this is not enough. I have requested that they visit the property to check for themselves. This is stressing me out, My credit rating has dropped from Excellent to poor, I will need to replace every item in my home and I could really do without this.

Any advice would be greatly appreciated 

MultiFuelBurner

I presume there is a paper trail of communication going back over 8 weeks.

If so raise a complaint with the ombudsman listing dates and times and factual details. Try to keep emotion out of it.

Causes and consequences and the effect it has had on you and your credit rating

https://www.ombudsman-services.org/

You could also alert media to their behaviour.

MWT

MultiFuelBurner said:

I presume there is a paper trail of communication going back over 8 weeks.

If so raise a complaint with the ombudsman listing dates and times and factual details...

As long as that paper trail includes raising the matter as a formal compliant then yes, 8 weeks after that the OP can go to the Ombudsman.

Otherwise make a formal complaint now to start the clock ticking...

km1500

contact her !

https://www.theguardian.com/money/2023/apr/05/horror-stories-of-energy-firms-that-are-enough-to-make-you-scream