Shell Energy - Final bill overcharge warning

FollowerOfMartin

The calculated difference that Shell were still calling a ‘Gesture of Goodwill’ took 10 working days to be credited to my Shell Energy online account.  Then this took a further 10 working days to reach my bank account.  The difference was agreed on 29th November and I received the refund in my bank account on 29th December 2023.

Legogirl

Update - I calculated our overcharge was around £57. After speaking to an agent mid-December, I didn't hear anything until a random refund of £13 was added to our Shell account just before xmas. No emails, calls or bills to explain what it was. So I left it to Tuesday and emailed again. This time they've just opened a complaint and not actually contacted me. 

So whilst they were very proactive in contacting me the first time around, they haven't actually resolved it correctly. 

RedImp_2

Gerry1 said:

RedImp_2 said:

I would love just to have a final bill.  I’ve not got to the 6 weeks point I think is what OFGEM state is allowed.   Should I start to ask for compensation?

Wait a bit longer.  There should be an automatic £30 compo payment if they miss the deadline, and another £30 if they fail to pay the first compo automatically.

Well today they’ve paid the £30 unprompted.
Still no sign of a final bill mind

phalarope1

Update: they agreed Flexible 12 was the cheaper tariff and refunded us £25, which was about what I calculated the difference to be. We never got an updated bill.

AlexG888

Same thing happening to me. Final bill arrived today 'adjusted' so I owe another £269.26, calculated over a 76 day period (09 Sep to 25 Nov). Spoke to customer services and she stated that it's a 90 day period that they can use now if you change supplier, not 60 days as quoted previously on this thread.

I had the email on 12 Sep 2023 explaining the price rise on 01 Oct 2023 and the 20 day period in which changing supplier would cause the bill to be calculated on the previous tariff. I left on 26 Nov 2023 (to go to Octopus!!), so well outside that.

Mailed the complaints department with all the details and now waiting to see what they come back with. 

Not impressed with Shell.

amsterdamgroove

Baffling how different the responses from the provider can be to the same complaint. In my case they never argued about the incorrect billing. In fact, they go as far as to write down "incorrectly billed". Now, their own figures are still coming in with small differences and they are still refusing to provide me with a final bill. I will obviously take this to the end. They gambled... a disincentive must come their way. They have not offered any GoGW/ compensation so far.

MeteredOut

amsterdamgroove said:

Baffling how different the responses from the provider can be to the same complaint. In my case they never argued about the incorrect billing. In fact, they go as far as to write down "incorrectly billed". Now, their own figures are still coming in with small differences and they are still refusing to provide me with a final bill. I will obviously take this to the end. They gambled... a disincentive must come their way. They have not offered any GoGW/ compensation so far.

I surmised before: this 60 day issue is a latent bug in their billing system, and because of the move to Octopus, they no longer have the IT folk around to fix it which would allow them to automatically send out corrected bills (or Octopus don't have the appetite to fix a now legacy system). So, they either have to create them manually or do a quick "gesture of good will" payment.

amsterdamgroove

And now they stopped replying. I told them that I wasn't happy with their numbers. On Feb 7 it will be 8 weeks since I've first contacted them about the errors in the final bill. I'll then go to the Energy Ombudsman.

Will Shell Energy be completely insulated by then, given that they've now been sold to Octopus?

stew510

Finally got an email confirming my refund of ~£15 , shows on my online account already and supposedly will receive it in 7 days. Let's wait and see!

fudged

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.