Should I cancel my Direct Debit?

No. We’ll transfer your Direct Debit over to us, which means you don’t have to do a thing.

Don’t worry if you’ve already cancelled your Direct Debit. We’ll be in touch during the switching process and let you know how to set up a new one.

Will I lose the credit I had with Green?

No. If there was credit on your Green account, we’ll apply this to your Shell Energy account, so you won’t lose any money. However, as we’re working with administrators, this may take some time. 

I have outstanding payments with Green, what happens to that debt?

If you have any outstanding payments, you should keep paying these, or continue with any arrangement you had with Green to clear the balance. We’re working with administrators to understand our new customers’ ability to pay, so once we’ve done this, we’ll be in touch.

For prepayment customers:

We’re working with administrators to produce Green’s final bill. Once this is done, we’ll be in touch to arrange an affordable repayment plan. 

I left Green but am still waiting for them to repay my credit. Will Shell Energy pay this?

Yes. We’ll honour credit balances for customers who had already left Green but are still owed credit. We’ll be in touch to update you on the process.

The opening reading for my account is wrong. What should I do?

We're waiting to receive your previous meter reads from the administrator. But so you can receive a monthly bill without delay, we've estimated your opening read based on your previous energy use. Once we get the information we need, we'll send you an amended bill to your correct reading. If you find the readings still aren't correct, please send us a picture of your meter reading and we can update it for you.

Am I eligible to join the Shell Go+ rewards programme?

Yes. As a Shell Energy customer, you’re welcome to join the Shell Go+ rewards programme once your account is fully set up. You’ll enjoy exclusive savings on fuel at Shell service stations, as well as great offers, member benefits and surprises on us.

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