I recently received an email from shell informing me that my direct debit was going to be increased. My account is currently in credit, the new DD amount was 25% higher than was required to ensure that I remained in credit for the next 12 months. When I queried this, I was initially sent a standard reply which suggested that nobody had bothered to read my complaint or look at my account. My next complaint resulted in more waffle and fiction where the new DD was justified against an estimated annual usage that was significantly higher than my historical use (as detailed on my most recent statement).
After a further round of emails, I have now been offered a DD that will still leave my account in credit after 12 months. I shall be demanding my credit balance is refunded and switching to a variable DD whilst looking for an alternative supplier.
Either Shell are grossly incompetent or are continuing to inflate DD payments to allow them to hold on to customers money.
OFGEN should be regulating this issue to prevent this exploitative behaviour.
company reviews