Confidential Royal Dutch Shell documents added to royaldutchshellplc.com on 6 November 2007

Customer services is a complete joke: Shell So So Poor After a prolonged shambles dealing with this company, I'm glad I've switched over to another provider.

The customer services is a complete joke.

An e-mail received on the 6th September 2023 stated that my refund, would in my account within 10 working days. I called today to chase up the the 1st person that took the call took my details, I told her the issue, then the phone went dead. I completed the aftercall telephone questionnaire regarding the level of service, extremely poor. The 2nd person advised me this would be done within the next 48 hours. And his step away attitude wasn't particularly helpful. Personally I believe this is a disgusting level of customer care, and I would like to know which person is responsible, because this is why I'd never recommend Shell to anyone. If shell do contact me please e-mail Date of experience: 22 September 2023

Just awful: Just awful. They can’t justify all of the extra charges they slap on, despite hours and hours of conversations and basically just say tough, pay it. Had an agreed payment plan with them and then they just took the whole amount in one go. Disgusting company. Avoid at all costs. Oh and the reply below basically just says they’ll try to contact you within 48hrs. It’s just all a pr stunt. Actual business is rotten to the core. Date of experience: 21 September 2023

Shell energy are woefully inept: Shell energy are woefully inept at proving a proper service I can't give 0 stars or I would, I can't pay my energy prepay bills no matter how I try. No paypoint cards supplied in nearly 2 months & the shell energy App doesen't work, it takes my money & it disappear's into the ether until my bank returns it 10 days later. The most woefully poor service I've had from any company in 35 years. Date of experience: 19 September 2023

Broadband installed but wont work on PC…: Broadband installed but wont work on PC have spent over 2 hours on 2 occasions with tech support. Charming and polite however!! Problem not resolved Date of experience: 19 September 2023

Biggest bullies and scammers I've ever…: Biggest bullies and scammers I've ever come across. They tried to bully me into paying a massive bill when we moved into our new home, I refused and asked them to review...I had to go as far as processing 3 x complaints. However, in the meantime they kept sending threatening letters, they reported against my credit file and

eventually after threats of ombudsman etc they reviewed everything and admitted their mistake

and adjusted the actual figure from when I moved into the house...which was massively different. All the while, refusing to correct my credit file and a couple of weeks later (before I even had the new and adjusted bill) they processed missed payments against my file. We're now taking it legal against them Date of experience: 16 March 2023

Useless Broadband and customer service: SOOOO shocking, customer service useless and very unhelpful. Kept loosing connection and used all my data up as phone kept leaving the WIFI. They offer a cooling off period of 2 weeks but that 2 weeks is the start up process so its too late once you realise how useless it is. For a global brand we have a very Micky mouse service. We have wasted hours and hours trying to get this sorted and the saga still continues.

AVOID AT ALL COSTS

Date of experience: 16 September 2023

The worst of the lot!: Will never go with this company again. Absolute nightmare and utterly horrid people to deal with. Funny how all their positive 5* reviews mention a specific agent's name. Not sure I have seen more obviously fake reviews in my life - they can't even get that right. Rates are not competitive. No response to complaints, endless errors even for the most basic of tasks, said no account with given number despite having forwarded them the Shell email confirming account no, data leaks - and all this within just a few days of dealing with them. I could not have switched out faster. Octopus Energy = so far amazing! Know what they're doing and do not drain energy and time from its customers. Date of experience: 14 September 2023

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