Energy Suppliers

413x · 9 Nov 2021 at 09:41

200sols said:
I guess its because you've joined coming into the most expensive time of year with no credit built up.

Yeah this is what I assumed. And they are trying to take a buffer. Because, why not. They all seem to. Especially if they are running most people at a loss!

I'll let it slide for a while (150) then claim back in new year if its building up over winter.

matt100 · 9 Nov 2021 at 10:02

Still no account details/account number/tariff etc from EDF and I believe we're still making DD payments to utility point.

Pretty fortunate I guess to be in a situation where I can just let this play out but far from ideal.

413x · 9 Nov 2021 at 11:31

matt100 said:
Still no account details/account number/tariff etc from EDF and I believe we're still making DD payments to utility point.

Pretty fortunate I guess to be in a situation where I can just let this play out but far from ideal.

It must be horrible if you're up against the wall with money issues with potentially hundreds locked away

pastymuncher · 9 Nov 2021 at 13:15

pastymuncher said:
Anybody else had another direct debit taken by Green/Shell even though they have left? I left Green before Shell took the account over yet Green took their usual direct debit this morning, same day as my new supplier Sainsburys Energy so another month I have been hit by a double direct debit for energy. They confirmed my final meter reads had been accepted two weeks ago but I have still had no final bill and they are still taking money even though my account was in credit. I am getting sick and fed up with companies incompetance which only seems to be getting worse these days.

I got a reply from Shell Energy about the above this morning and they say that because my switch was already in progress my account was never passed to them and remains with Green and that my final bill and refund of my credit is the sole responsibility of Green. I have just emailed Green but with them having ceased trading I am not sure if I will get a reply. I am now rather worried about getting the money they owe me back. I have gone from Green pretty much getting my direct debit/energy use bang on with very little credit to them now owing me over £200. I might need to go through my bank and use the direct debit guarantee to get my last couple of payment back.

Anybody else in this situation I think it is in your best interests to start chasing this up.

***Update*** Just got a automated email back from Green stating that they have ceased trading and Shell Energy is responsible for all refunds and administration of acounts. So what happens when you switched and your account never went to Shell like my account? They include a handy link to pay your final bill even though they can't be bothered to send them out. How the hell can they continue to take money yet pass the buck to Shell? I can see this being a right pain in the butt to get my money back so screw them, I am going through my bank.

Uther · 9 Nov 2021 at 13:19

413x said:
Yeah 110 would be fine. And what id expect with price rises

EDF set our DD at £125, that's for a 20 year old 2 bed end terrace. Hopefully it will drop a bit once they've had a few readings (now with smart meters installed) but I'm not betting on it.

matt100 · 9 Nov 2021 at 13:31

413x said:
It must be horrible if you're up against the wall with money issues with potentially hundreds locked away

Yeah I never had the chance to build up any credit, I'm just sort of expecting some vast undercharge and sudden bill for £1k any day.

b0rn2sk8 · 9 Nov 2021 at 17:25

pastymuncher said:
I got a reply from Shell Energy about the above this morning and they say that because my switch was already in progress my account was never passed to them and remains with Green and that my final bill and refund of my credit is the sole responsibility of Green. I have just emailed Green but with them having ceased trading I am not sure if I will get a reply. I am now rather worried about getting the money they owe me back. I have gone from Green pretty much getting my direct debit/energy use bang on with very little credit to them now owing me over £200. I might need to go through my bank and use the direct debit guarantee to get my last couple of payment back.

Anybody else in this situation I think it is in your best interests to start chasing this up.

***Update*** Just got a automated email back from Green stating that they have ceased trading and Shell Energy is responsible for all refunds and administration of acounts. So what happens when you switched and your account never went to Shell like my account? They include a handy link to pay your final bill even though they can't be bothered to send them out. How the hell can they continue to take money yet pass the buck to Shell? I can see this being a right pain in the butt to get my money back so screw them, I am going through my bank.

Even though you were switching away, shell are responsible for your account from the day green went bust until they say the new supplier took over. That includes any balances left with green as you were a green customer at the time they fell over.

If your switch completed before green fell over then it’s greens responsibility.

pastymuncher · 9 Nov 2021 at 19:33

The switch completed after they went under but Shell is denying that my account ever got passed to them. This is the email I got from Shell:-

Shell Energy (Shell Energy)

Nov 9, 2021, 10:12 GMT

Hello Shaun

Thank you for contacting Shell Energy.

As we can confirm, your account information has not been forwarded to us thus meaning that you are still paying Green.

This could mean a number of things but mainly because of the fact that your Green account has not been cancelled as yet and as a result of this your bank is only honouring your direct debit.

The advisable thing to do in this matter would be to speak to your bank and cancel that direct debit.

We sincerely apologize for the inconvenience but we are here to help.

We’re here to help
If you have any more questions, do take a look at our online Help Centre. There's lots of useful information to answer your queries, from managing your account to understanding your bill and more. All without having to contact us. You can find all our articles on our website, under Help.

Thanks,
The Shell Energy Team

I am just going to contact my bank and see if I can get the last two direct debits back.

b0rn2sk8 · 9 Nov 2021 at 21:32

pastymuncher said:
The switch completed after they went under but Shell is denying that my account ever got passed to them. This is the email I got from Shell:-

I am just going to contact my bank and see if I can get the last two direct debits back.

The ofgem website is pretty clear,

I'm already switching supplier and its not yet complete. Will my switch go though and is my credit balance protected?

You don’t need to worry. If it’s already in progress, you will continue to be moved to the new supplier you have chosen. You should not need to do anything.

Once the switch is complete your direct debit with your old supplier should be cancelled. You could also be owed money if your account had built up credit with the old supplier.

If the direct debit hasn’t cancelled you may need to close it off through your bank.

We'll look to appoint a supplier who will pay back money owed to you that's outstanding from a closed account.

https://www.ofgem.gov.uk/informatio...hat-happens-if-your-energy-supplier-goes-bust

I'd escalate via the complaints procedure within Shell Energy and to the ombudsman after 8 weeks if its not resolved via this link:
https://www.ofgem.gov.uk/informatio...bout-your-energy-supplier-or-network-operator

Did you get the welcome email from Shell energy? I got mine on the 7th October but I've not had anything since.

EDIT: Just checked Shell's website and it says they expect to get Green's customers accounts created and first bill by December.

Blackjack Davy · 10 Nov 2021 at 00:41

Finally got an email from EON who took over from Igloo:

"We've moved you on to our Next Flex tariff for now - which means:
You'll pay a standing charge of 28.69p per day and 26.13p/kWh (day) and 13.89p/kWh (night) for each unit of electricity."

Yikes. I assume the rates will be the same for all transferred customers but no information on what they'll be DD'ing me (yet)

fezster · 10 Nov 2021 at 09:18

b0rn2sk8 said:
The ofgem website is pretty clear,

https://www.ofgem.gov.uk/informatio...hat-happens-if-your-energy-supplier-goes-bust

I'd escalate via the complaints procedure within Shell Energy and to the ombudsman after 8 weeks if its not resolved via this link:
https://www.ofgem.gov.uk/informatio...bout-your-energy-supplier-or-network-operator

Did you get the welcome email from Shell energy? I got mine on the 7th October but I've not had anything since.

EDIT: Just checked Shell's website and it says they expect to get Green's customers accounts created and first bill by December.

I read the same, but I dont think it's as clear cut for @pastymuncher - his switch happened before Green ceased trading - so in theory, his debt is with Green, but he was never taken over by Shell as a SOLR. Hopefully, Shell will still honour that debt, but I'd say this is a bit of a grey area not covered by Ofgem's FAQ.

fezster · 10 Nov 2021 at 09:22

Blackjack Davy said:
Finally got an email from EON who took over from Igloo:

"We've moved you on to our Next Flex tariff for now - which means:
You'll pay a standing charge of 28.69p per day and 26.13p/kWh (day) and 13.89p/kWh (night) for each unit of electricity."

Yikes. I assume the rates will be the same for all transferred customers but no information on what they'll be DD'ing me (yet)

Woah. How is that within the energy price cap? I was with Symbio so assume I'll end up on the same tariff (still not heard anything), but pretty sure the price cap should mean a rate of ~20p/day. Maybe the day rate is higher because you are on a day/night tariff.

pastymuncher · 10 Nov 2021 at 09:23

My switch was in progress before Green ceased trading but didn't complete until 7th October which was after they ceased trading. Yes, I did get the welcome email from Shell so I guess they are trying to pass the buck. Back to Shell again then, let's see if I can poke them into action.

fezster · 10 Nov 2021 at 09:24

pastymuncher said:
Yes, I did get the welcome email from Shell

In that case, I reckon you should be alright.

b0rn2sk8 · 10 Nov 2021 at 09:33

Yes I think so, Shells website says you’ll not get anything until December so potentially up to another 6 weeks or so.

Im in a similar boat and will just be holding fire for now as more straightforward customers haven’t even got their accounts set up yet.

Avathar77 · 10 Nov 2021 at 11:42

Blackjack Davy said:
Finally got an email from EON who took over from Igloo:

"We've moved you on to our Next Flex tariff for now - which means:
You'll pay a standing charge of 28.69p per day and 26.13p/kWh (day) and 13.89p/kWh (night) for each unit of electricity."

Yikes. I assume the rates will be the same for all transferred customers but no information on what they'll be DD'ing me (yet)

I got the same email from E.On(transferring from Igloo)
but the rates seem to be different to me even though I am on the same tariff? how can the rates be different in the same tariff?

"You'll pay a standing charge of 28.59p per day and 21.98p/kWh (day) and 21.98p/kWh (night) for each unit of electricity.
You'll pay a standing charge of 30.78p per day and 4.27p/kWh for each unit of gas."

b0rn2sk8 · 10 Nov 2021 at 12:22

Rates vary by postcode, different postcodes have different distribution costs which form part of your bill.

Semple · 10 Nov 2021 at 12:38

pastymuncher said:
My switch was in progress before Green ceased trading but didn't complete until 7th October which was after they ceased trading. Yes, I did get the welcome email from Shell so I guess they are trying to pass the buck. Back to Shell again then, let's see if I can poke them into action.

Yeah i think Shell are fobbing you off.

I'm in a similar boat (same with @b0rn2sk8 i think), we all started the switch away from Green before they went bust, but the switch didn't happen until later on. I've not had a final bill back from Green/Shell yet, although i know that'll come out of credit balance. Thankfully i wasn't in much of a credit balance and i think by the time the final bill has come out, i'll have about £20 balance on the account. So will need to chase shell up to reclaim this.

cheesefest · 10 Nov 2021 at 12:52

Blackjack Davy said:
Finally got an email from EON who took over from Igloo:

"We've moved you on to our Next Flex tariff for now - which means:
You'll pay a standing charge of 28.69p per day and 26.13p/kWh (day) and 13.89p/kWh (night) for each unit of electricity."

Yikes. I assume the rates will be the same for all transferred customers but no information on what they'll be DD'ing me (yet)

I remember that there’s a link to set up a password on EN. Once logged in, there you can set up DD. Which under manage my payments.There was a questionnaire about how many bedrooms etc. It then suggests a range. I started with a figure about £18 a month less than Igloo as should have about £190 credit

200sols · 10 Nov 2021 at 13:01

Blackjack Davy said:
26.13p/kWh

Ouch. That is high. I thought the price cap was around 21p/kWh max.

b0rn2sk8 said:
Rates vary by postcode, different postcodes have different distribution costs which form part of your bill.

That is what the standing charge is for according to EON.

A standing charge is added to most gas and electricity bills. It's a fixed daily amount that you have to pay, no matter how much energy you use. A standing charge covers the cost of supplying your property with gas and electricity. Think of it as a line rental, but for your energy.