With hundreds of customers struggling to update their latest meter readings before the energy price cap price increased today, Shell Energy customers have taken to social media to raise concerns that their readings will be counted as at the higher rate. The firm's website was down at various points across the day yesterday, as thousands of people took Money Saving Expert Martin Lewis' advice to update their supplier with their usage on the day dubbed #MeterReadingDay.
But with both the website and the app unavailable to customers, Shell Energy has made an announcement to reassure customers who missed sending in their figures before the April 1 price increase that they will get their billing backdated to honour the cheaper energy prices - but only if they act quickly.
Speaking this morning, a Shell Energy spokesperson reassured customers, saying: "Customers experiencing difficulty accessing their online account can submit meter readings via the form on our website.
"We will backdate to the 31st for meter readings that are submitted today and over the weekend.”
Shell Energy have adjusted and renamed their standard variable tariff Flexible 7 this morning in line with the energy cap increase. Under the new tariff, electricity pricing goes from 20.871p to 29.239p per kWh with a 37.92p standing charge (up 13p a day) while gas goes from 4.055p to 7.344p per kWH with the gas standing charge from 26.11p to 27.22p.
According to Shell's own figures, in a typical household, credit customers will pay £693 more on their annual energy bill, which will work out at £60 per month. Prepayment customers will see an increase of £708 per year, or £59 per month. Neither of these figures include VAT which is usually charged at 5% for domestic energy.
As well as encouraging customers to use the Shell Energy website and app to submit their figures, some users have been taking to Twitter to discuss it with Shell Energy customer services representatives there. The firm are accepting meter readings by Twitter direct message.
