As per @Citizen of Legoland says, Shell are bullshitting you if they refuse to help then yes complain to the regulator.Information for Green customers
Green Supplier Ltd ceased trading on 22 September 2021. As a result, we are not accepting any new complaints about the company. Shell Energy (formerly First Utility) has been appointed by Ofgem to take on Green customers. If you are unhappy with any element of the service Shell Energy offers as your new supplier, you should contact them in the first instance. If you complained to us about Green before the company ceased trading and were awaiting action, we've now provided a written update to affected consumers.
Do you think if I make the complaint about Shell they would look at it?
And be dogged.
I am having a mare with Ovo at the moment and I know they think I will get fed up before them. Not a chance.
Keep records of who you speak to times, dates etc keep a note of what they say.
I can tell you who I spoke to on 4th November 2001 you cant let these bastards win.
If I do not get a response that satisfies me I am of to the Ombudsman. £1100 quid is at stake. They returned it to me, now they want most if it back !!!