Shell Energy - Final bill overcharge warning

fudged

fudged said:

Seeing this topic is about Shell Energy Final Bill.. I'm hoping for some steerage or help.
Basically ShellEnergy still have (my) account credit = more than £700
I completed a switch from ShellEnergy on 16-Nov-24 to Octopus.
On 11-Dec-2024 I received the email that my Final Bill is taking longer to be sent.
On 05-Jan-2024 I received email that I will get £30 comp for not complying with sending final bill within 42 calendar days of end of supply. This has been added to my online account with ShellEnergy.

Today, I still have not received my Final bill (57 days since left them)
Is everyone else in same boat?
Whats the process here.?
Sorry if I am piling on this topic, but your help is welcome.

Correction: £30 was not added to my online account. It was sent to my bank acc.
ShellEnergy credited my online account with £22.86 on 09-Jan-24 which I presume is something to do with this thread then.
Still when can I get my money out of them.? Anyone. Thanks

FollowerOfMartin

fudged said:

fudged said:

Seeing this topic is about Shell Energy Final Bill.. I'm hoping for some steerage or help.
Basically ShellEnergy still have (my) account credit = more than £700
I completed a switch from ShellEnergy on 16-Nov-24 to Octopus.
On 11-Dec-2024 I received the email that my Final Bill is taking longer to be sent.
On 05-Jan-2024 I received email that I will get £30 comp for not complying with sending final bill within 42 calendar days of end of supply. This has been added to my online account with ShellEnergy.

Today, I still have not received my Final bill (57 days since left them)
Is everyone else in same boat?
Whats the process here.?
Sorry if I am piling on this topic, but your help is welcome.

Correction: £30 was not added to my online account. It was sent to my bank acc.
ShellEnergy credited my online account with £22.86 on 09-Jan-24 which I presume is something to do with this thread then.
Still when can I get my money out of them.? Anyone. Thanks

Although I left Shell Energy on 16th November my experience has been very different as you can see from my earlier posts.  I received my incorrect final bill on 27th November.

It sounds like Shell has given you the statutory minimum compensation rather than produce a final bill and then refund your credit balance.  The final bill condition in the Electricity supplier licence states the following:

    27.17 Where the responsibility for the supply of electricity to a Domestic Customer transfers from the licensee to another Electricity Supplier or otherwise terminates, the licensee must take all reasonable steps to send a final Bill or statement of account of the Domestic Customer’s account within 6 weeks of the supplier transfer or termination of the Domestic Supply Contract.

If you have not already done so I would raise a formal complaint with Shell.  They are in breach of their supplier licence by not issuing a final bill within 6 weeks. Part of your complaint could be to get Shell to specify what ‘reasonable steps to send a final Bill’ they have taken.  Moreover, I believe they should have to tell you why they have failed to comply with condition 27.17 of the supplier licence in your case.

amsterdamgroove

UPDATE:
Shell Energy has already confirmed that their system is not going to be able to produce a final bill. "If we try to use Flex 12 the system simply rejects that". They further added that "this had worked well, but the prices for Flex 12 in the current cap-limited business market is something that the billing system is not able to deal with".

MeteredOut https://forums.moneysavingexpert.com/post/quote/6489065/Comment_80471974 had already suggested this to be the case. 

I am pushing forward with the complaint. 

RedImp_2

fudged said:

Seeing this topic is about Shell Energy Final Bill.. I'm hoping for some steerage or help.
Basically ShellEnergy still have (my) account credit = more than £700
I completed a switch from ShellEnergy on 16-Nov-24 to Octopus.
On 11-Dec-2024 I received the email that my Final Bill is taking longer to be sent.
On 05-Jan-2024 I received email that I will get £30 comp for not complying with sending final bill within 42 calendar days of end of supply. This has been added to my online account with ShellEnergy.

Today, I still have not received my Final bill (57 days since left them)
Is everyone else in same boat?
Whats the process here.?
Sorry if I am piling on this topic, but your help is welcome.

Yes, my switch was completed 17th November and I’ve had the £30 and also in credit (but not as much as you it seems) and no sign of a final bill.

amsterdamgroove

RedImp_2 said:

fudged said:

Seeing this topic is about Shell Energy Final Bill.. I'm hoping for some steerage or help.
Basically ShellEnergy still have (my) account credit = more than £700
I completed a switch from ShellEnergy on 16-Nov-24 to Octopus.
On 11-Dec-2024 I received the email that my Final Bill is taking longer to be sent.
On 05-Jan-2024 I received email that I will get £30 comp for not complying with sending final bill within 42 calendar days of end of supply. This has been added to my online account with ShellEnergy.

Today, I still have not received my Final bill (57 days since left them)
Is everyone else in same boat?
Whats the process here.?
Sorry if I am piling on this topic, but your help is welcome.

Yes, my switch was completed 17th November and I’ve had the £30 and also in credit (but not as much as you it seems) and no sign of a final bill.

They will not produce a final bill. An advisor confirmed that their system simply rejects Flex 12 and reverts to Flex 11. There will not be a final bill. Which I believe means that those that wish to keep going with their complaints will at least get the £30.

Swipe

amsterdamgroove said:

RedImp_2 said:

fudged said:

Seeing this topic is about Shell Energy Final Bill.. I'm hoping for some steerage or help.
Basically ShellEnergy still have (my) account credit = more than £700
I completed a switch from ShellEnergy on 16-Nov-24 to Octopus.
On 11-Dec-2024 I received the email that my Final Bill is taking longer to be sent.
On 05-Jan-2024 I received email that I will get £30 comp for not complying with sending final bill within 42 calendar days of end of supply. This has been added to my online account with ShellEnergy.

Today, I still have not received my Final bill (57 days since left them)
Is everyone else in same boat?
Whats the process here.?
Sorry if I am piling on this topic, but your help is welcome.

Yes, my switch was completed 17th November and I’ve had the £30 and also in credit (but not as much as you it seems) and no sign of a final bill.

They will not produce a final bill. An advisor confirmed that their system simply rejects Flex 12 and reverts to Flex 11. There will not be a final bill. Which I believe means that those that wish to keep going with their complaints will at least get the £30.

Then they should bill you on Flex 11 and credit your account with the difference if it's more expensive.

RedImp_2

amsterdamgroove said:

RedImp_2 said:

fudged said:

Seeing this topic is about Shell Energy Final Bill.. I'm hoping for some steerage or help.
Basically ShellEnergy still have (my) account credit = more than £700
I completed a switch from ShellEnergy on 16-Nov-24 to Octopus.
On 11-Dec-2024 I received the email that my Final Bill is taking longer to be sent.
On 05-Jan-2024 I received email that I will get £30 comp for not complying with sending final bill within 42 calendar days of end of supply. This has been added to my online account with ShellEnergy.

Today, I still have not received my Final bill (57 days since left them)
Is everyone else in same boat?
Whats the process here.?
Sorry if I am piling on this topic, but your help is welcome.

Yes, my switch was completed 17th November and I’ve had the £30 and also in credit (but not as much as you it seems) and no sign of a final bill.

They will not produce a final bill. An advisor confirmed that their system simply rejects Flex 12 and reverts to Flex 11. There will not be a final bill. Which I believe means that those that wish to keep going with their complaints will at least get the £30.

Eh !  So they just get to keep our credit balances then!

FollowerOfMartin

I submitted my unresolved complaint to the Energy Ombudsman today.  I did include a reference to this thread in my complaint. 

The outcome I’m still hoping for is that Shell pay back all affected customers the money owed to them.  I did highlight that there are ex-Shell customers on this thread that have still not received a final bill and requested that this problem is included in their investigation.

Not really sure what happens next or how long any investigation may take.