Shell Energy - Final bill overcharge warning
I left Shell Energy on 16th November 2023. At the time I was on the Flexible 12 Direct Debit tariff and had been since 1st October 2023. The Shell Flexible ** tariff is their price capped tariff.
My billing day was the 10th of the month and all bills covering the period 1st October to 10th November 2023 used the Flexible 12 Direct Debit tariff.
My final bill however retrospectively applied the higher Flexible 11 Direct Debit tariff from the whole period of 1st October to 16th November 2023. Hence Shell had used a tariff that was above the price capped rate for this period on my final bill. I have calculated that I have been overcharged by over 49% on my final bill.
When I contacted Shell customer service they claimed that the terms and conditions include a clause that state that if a customer leaves within 60 days of a tariff change Shell retrospectively apply the previous tariff to the whole period since the tariff change. I can find no such term. If anyone else reading this knows where this is specified then please reply.
Despite customer service assuring me on the phone that they would calculate an adjustment to my bill using the flexible 12 tariff they failed to do so in their email reply. They just sent me a copy of the final bill and refused to do any adjustment.
If like me you believe that a flexible tariff should not be retrospectively changed in this way please check any final bill from Shell. Good luck getting them to adjust it in your favour.
If anyone else has had a similar experience I’d be interested to hear your experiences. Including how you managed to get Shell Energy to give you any refund due.How can Shell charge a rate higher than the applicable price cap on a final bill? I thought the whole point of the price cap was that domestic customers should not pay higher rates than the price cap.
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