Incorrect email from Shell Energy with 'cancel switch' option - don't do it!

  • 8 December 2021
  • 4 replies
  • 41 views

  • Former Community Manager
  • 7652 replies

Hi everyone

We’ve discovered that some ex-Pure Planet members, being transferred to Shell Energy as part of the supplier of last resort process, have had an email with an option to “cancel” their “switch”.

The email - which hasn’t been sent to everyone, yet - incorrectly includes a way to cancel the switch.

It looks like this:

The email being sent by Shell Energy

 

We would strongly suggest you do not cancel. This transfer to Shell Energy is an Ofgem process for when an energy supplier ceases trading. If you don’t want to be supplied by Shell, our advice is to wait until January when you’ve sent your first readings and had your first statement, and then switch (if you still want to and can find a good deal).

For anyone who’s had this email and has already clicked/tapped on the ‘cancel’ option in Shell’s email, you will need to contact Shell to find out what this has done to your account.

You can contact Shell Energy by calling 0330 0945800, from 8am to 6.30pm weekdays, and 9am to 4pm on Saturdays.

 

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4 replies

Just to add to the above that we’re also asking Shell Energy what this email’s all about. If we get a reply we’ll update y’all here! 

Userlevel 7
Badge +11

Putting aside that the Ofgem guidance for SoLR’s is almost unreadable and completely incomprehensible to most people (or maybe it’s just me?)  I’m wondering if this email is merely a consequence of the obligation that the supplier has to tell the customer they can switch and that those who are at the front of the queue have received the first tranche, (others getting it later?).

The real question here is if a customer has invoked the offer are they then in
“energy no-mans-land” and effectively without a supplier. Surely this situation can’t be possible?

Attached Ofgem S0LR guidance, good luck, see page 22 (since being revised anyway)

The real question here is if a customer has invoked the offer are they then in
“energy no-mans-land” and effectively without a supplier. Surely this situation can’t be possible?

Indeed @woz 

We don’t know how Shell’s systems are set up. Pressing the ‘cancel switch’ option may do one of several things - create a case/ticket, trigger another email to their service team, update the member’s household status. Who knows?!

Userlevel 7
Badge +11

This is NOT a good start. NOT a good start at all! (To quote Car Share John 🤣🚘)

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