I was transferred to Shell Energy when my previous supplier became bankrupt last year. I had started cancelling my account when I was still with the old supplier as I was moving house, so the cancellation process was transferred to Shell Energy, too. I was owed almost £200 by the supplier, so I asked Shell Energy to refund me.
It took me 10 months, numerous calls and e-mails to various customer representatives many of whom didn't know the refund process correctly, many broken promises of being refunded imminently and an incredible amount of frustration from my side to get the money back in full. They were extremely disorganised, and their reps lacked training with many of them not knowing the refund process.
I've given two stars only because they returned the money. Shell Energy were terrible in handling my refund claim, and I will avoid them like the plague from now on.
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