Shell Energy - Final bill overcharge warning

FollowerOfMartin

Just read the MSE page on the Octopus take over of Shell by Andrew Capstick.  He states what we believe should be the case for anyone leaving Shell, "If you're on a variable tariff, you won't have exit fees, so you're free to switch away at any point penalty-free."  He may change his opinion if he read this thread.  Is there a way of asking him to read and respond to the overcharging concerns raised on this thread?

kamkop

FollowerOfMartin said:

If anyone can point me in the direction of where to find the Supplier Licence Conditions that Shell seem to be presenting as justification for their dodgy practices I’d appreciate it.  All I’ve managed to find so far is guidance on how the license conditions should be applied.

In my response to Shell I referred to this document: https://epr.ofgem.gov.uk/Content/Documents/Electricity Supply Standard Licence Conditions Consolidated - Current Version.pdf
and incorrectly quoted 23.9 and 26.4.

My case changed status to complaint (initiated by Shell not me) with expected reply within 5 working days. 

FollowerOfMartin

kamkop said:

FollowerOfMartin said:

If anyone can point me in the direction of where to find the Supplier Licence Conditions that Shell seem to be presenting as justification for their dodgy practices I’d appreciate it.  All I’ve managed to find so far is guidance on how the license conditions should be applied.

In my response to Shell I referred to this document: "Couldn't post the link in my reply.  Too newbie."
and incorrectly quoted 23.9 and 26.4.

My case changed status to complaint (initiated by Shell not me) with expected reply within 5 working days. 

Thanks kamkop, I'll take a look.   Good luck with getting your refund.  Keep us posted about the status of your complaint.

PowerSwitcher

Same thing happened to me.  

I was on the Shell Flexible Tariff (Midlands Area)  and switched to Octopus, on 15th Nov.

Shell then cancelled my (correctly calculated) Sept-Oct Bill, and issued a new bill for Sept-Nov.

The new bill however used the Sept. unit rates and day charges throughout.  That is it ignored the 1st Oct. price cap changes.

I emailed Shell Customer Services to query this on 30th November, and was emailed back a Request Number.

Yesterday (5th Dec.) I received an email saying my request has been updated, and went on to say "Your Refund Request has been approved by our Refunds Triage Team".  They then mentioned a refund sum, which looks correct for the over payment charged, and that I should be getting it within 10 days.

Legogirl

I'm so glad I found this thread! I switched away from Shell on 15.11 and hadn't noticed that my tariff rates had been amended. Just did a side by side and realised you're correct, they had been changed back to pre 30.09.23 rates which are higher (tariff name hadn't even changed).

Thank you for the heads up, sent my email to Shell to ask for my refund and calculated I'm owed about £60ish. Appalling!

stew510

Ditto for me. Had my final bill from shell today and looked like I'd been over charged and they fobbed me off on the phone so I raised a complaint. Searched about it and came across this thread, have the same email from SEP 12th so will have that ready for when they call me back. Dreadful behaviour from them.

Saver1456

It is shocking that they tried to fob you off as they are aware of the problem after many customers have now raised it and got refunds. 

Stand your ground when they call you back. Say you will take it to OFGEM. They are completely in the wrong to have recalculated your bill with the more expensive flexible 11 tariff. The 20 day rule incorrectly referred to in the September tariff change email should only be applied when prices are going UP (to allow you to switch without incurring the extra charges). It was not relevant to the Oct. 1st change when prices went down!  

lafox

I'm in the same position. On my first contact I was promised that Shell would rebill me. However yesterday I was phoned by their customer services who gave me the same "part of terms and conditions" guff. I have raised a complaint and will wait and see, but glad to see that one person at least has managed to get a refund. However I am annoyed that many customers would just accept the bill and the overcharge. 

Saver1456

It seems like most have been offered a refund once it gets to the complaints department. Only accept their offer when you are satisfied. You could ask for it to go to  the ‘escalated complaints team’ as they are fully aware of the issue and will accept their mistake. 

It’s appalling that they are trying to argue that the bill is correct. I agree many switching customers will not have noticed the overcharge. 

lafox

UPDATE Shell have just called. At first the lady told me that due to the fact that I had switched suppliers within 60 days they were within their rights to charge me at the old rate. I then referred her to the email Shell sent me on 12th September about the new tariff, this explains clearly about switching and only states 20 days, which would be 27th October. As I didn't switch until November I suggested that I was willing to challenge this in court. She then agreed to refund me the amount of overcharge, which mysteriously she had calculated before speaking to me. Looking forward to seeing it in my account in 10 days time. Thanks to other forumites for the info. 

OUTCOME: 18th Dec checked my bank account and found a refund from Shell, just within the 10 working days time frame. No email, no apology, hoping Octopus will do better.