My supplier has collapsed (Green) and as I am in credit which will take me well beyond my next bill, I cancelled the next Direct Debit. I know balances are guaranteed but I don’t know when/whether it gets credited to the new supplier or I have to wait ages for a refund process. Ofgem says I am able to cancel if I want. So I did.
Coincidentally, an hour later I get an email from Shell announcing they are my new supplier and not to cancel my DD. My cancellation action can hardly be uncommon but there is nothing in their site to advise what to do next.
I have tried their chat tool but its not been programmed to cover this either. It’s now been auto-forwarded to a back office who will deal.
I am sure it will all work out but I feel sorry for the poor help desk staff and wish clearer advice had been given by Ofgem. Had I known the preferred process was for me to leave my DD live I would have left it.
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