I had reason to complain to Shell when I tried to change my Direct Debit Date so that it would be taken out of my account the day before my account was Billed as opposed to the day after, as my account was always showing a debit which was inaccurate. To make matters worse Shell where asking me to increase my monthly Direct Debits to cover the arrears .
When I first contacted Shell the customer service person told me that this wasn’t possible and confirmed that if I changed my Direct Debit date my Billing Date would also change. I knew this could not be correct so I made a complaint to Shell .
I received a very prompt response from the Shell complaints department from a girl called Agata who was very helpful and apologetic confirmed that I had indeed been misinformed . She traced the call and escalated the case to ensure this misinformed information does not happen to other customers and she happily explained the Billing system and adjusted my account accordingly
Thank you Agata for your speedy response and professional approach.
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