My elderly father is only on basic State Pension. He has been so stressed about the fuel price hikes that he stopped heating his home, and as a result has spent a day and a half in hospital with hypothermia.
I'm an 'authorised contact' for his dual fuel account and so decided to call Shell to find out if there were any payment alternatives. I was dreading the call as I was expecting a 'fight' resulting in a 'No, we can't help you'.
However this wasn't the case at all! I was put through to a lady called Gosia K. She was kind and sympathetic and calmly talked me through the options, explaining the pros and cons of each as I had asked. I wanted to talk through the options with my father so she offered to call me back at a pre-arranged time, so that she could action his decision today. Unfortunately we had telecoms issues at home and after a number of unsuccessful attempts, she sent me an email saying she was trying to contact me as promised, and suggesting that we communicate via email instead.
The result is that my father is happy with the new billing arrangement and now feels more in control of the situation and his money. Thanks so much, Gosia K!
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