Selma saved the day
Using Shell Energy to provide our electricity. I was surprised when, after 3 months, they wanted to hike the monthly payment by 45%! I was not happy with this, as we were paying their projected monthly payments which they had set. I rang customer services & it took 15 mins. for a lady to answer, only to tell me that wasn't her dept. & she'd have to put me through to someone else..... which took another half an hour! However, when I did finally get through to Selma she was marvellous. I explained the situation, plus the maths based on our annual usage, and she readily agreed that the proposed hike was too much. We agreed a figure which I considered reasonable and she altered the increase accordingly. Selma was a first rate customer service rep.
Reply from Shell Energy for Home Customers
Hi Mr Smith. Thanks for your review and I'm sorry to hear your Direct Debit was increased.
A monthly Direct Debit will look at how much energy you're likely to use throughout the year and split it into twelve so you can pay the same amount each month instead of having higher winter bills and lower summer bills. If you use more or less your Direct Debit will be adjusted.
We aim to check your Direct Debit is set at the right amount for the amount of energy you're using every three months. We work out the amount of your Direct Debit using your reads, average annual consumption, energy industry averages and weather data for your type of home and tariff. If it needs to change, we let you know prior to the Direct Debit date.
We'd love to be able to share your kind words Selma and her Team Manager so can you please email us at trustpilot@shellenergy.co.uk with your account number so we can locate the interaction? - Sara