Shell Energy Shamed By Continuing Flood of Bad Trustpilot Reviews

Bad more than you can imagine

Disorganized chaotic money grabbing greedy company. They damaged my credit standing because of ignorance and relentless mistakes as almost everything is managed by stupid robots to save money. They were not aware of the decision made by their resolution center manager. They continued to harass me for more than 3 months for payment although the issue has already been resolved. They informed CRS I am refusing the pay and the latter has damaged my credit standing although I have never been in debt.

Dear Lauren thank you for your reply to…

Dear Lauren thank you for your reply to my poor review on 6/2/20.
I have once again had difficulties with trying to submit my meter readings. I have had a number of reminder emails giving conflicting information regards to my energy supplier change.

I was asked to submit a meter reading I attempted to do so but after the protracted information on the phone line and correctly opting for the meter reading one the message said the system was updating and call again.

Then I received a message from your company telling me do not leave meter readings as we will get those from the new company. Yesterday I received a message telling me it is important I leave a meter reading before the 16th February so I dutifully tried to do that via the phone as I did not have the section I could have used on that message. I again heard the long messages and made the option to leave the meter reading which immediately disconnected me I tried again and had the same problem now quite stressed I called to speak to a human being and was on hold for 18 minutes and then got told via automation that there was a high number of calls and the wait could be long; as if it had not already been so !.

I opted at that point to request the offered call back and left my mobile number as I was going to work my phone remained on my desk all day and surprise surprise NO call was recieved.

I was very stressed as I have panic and anxiety disorder and was worried about what to do my friend advised leave it as Octopus the new company had emailed with the information to give them my readings on their next contact and they would pass it to Shell I was relieved to let it go.

I had also attempted to access my shell online account once again yesterday and that was not possible so I was simply totally unable to submit simple information I was asked for .Appalling.

This morning I get a further message telling me I need to submit meter readings before tomorrow only this time attached is a section to do this on the email I immediately keyed them in pressed send and it told me “These readings are not what was expected please resubmit” I go outside and check the meters I count the number of digits and it is correct I try again and am back to square one.
I then called customer services and was on hold for 22 minutes I had an amazingly helpful assistant who identified that my account was blocked hence my not getting into it something I have spoken to with customer services before but this was not identified therefore not rectified.

She also said that the meter readings I had entered today were received dispite the messages they were not .

This has taken over 24 hours to sort has caused a great deal of unneccary stress for me and cost quite a lot of money waiting to be answered.

Your consistent responses going back many months is that Shell are working hard to improve this that and the next thing if so how hard is it to get a more supportive customer friendly telephone system ?

You could at least inform customers where they are in the queue other companies seem to manage this and if you offer a call back service honour it my mobile number was not even listed on your system today as told to me by the excellent customer service assistant so there is a lack of records at Shell energy.

I will pursue this complaint via the appropriate channels and further if needed because your company is causing distress and anxiety to some of its customers and that is utterly unacceptable.

Please do not respond again to me with the usual platitudes seen in all of your negative reviews of which there are many and nearly all are about lack of communication and or inability to even be able to communicate with your company.
In 2020 a company as rich as Shell should have exemplary communication systems for all of its customers and should be working to make life easy for both staff and customers . My account number is 3249529 and is an active complaint currently.
Action not words is required

Terrible customer service

I have never known a company to harass you as much as these do. I work within the gas and electricity industry and I understand bills need to be paid however I switched supplier on the 11/2/20 to remove myself frim the scandalous prices Shell were charging, £90 plus a month for a one bedroom bungalow with 2 occupants who work full time. I have have been horrifically harassed with phone calls from a stratford upon avon number for £16 in the mornings ,evening’s and weekends. I get this is outstanding however I also know I need a final bill within 6 weeks from shell which I am more than happy to pay. In a nut shell this company is seriously harassing and I would never recommend it. As soon as shell took over from First utility I have been bombarded with phone calls emails and text messages URGING me to get a smart meter, sometimes up to 5 calls a day saying “you must have a smart meter so we can monitor your energy” well, no I dont thats why meter readings are provided. It got so bad I had to log a complaint (which was a joke). Their staff who call you are patronizing and condescending and think its their right to tell you how you should use YOUR energy that YOU pay for. Their standing charges and unit rates are ridicules as well as their dreadful customer harassment team and I would avoid at all costs.

dreadful customer service

My internet has been cut off by Shell Energy despite my having paid the bill twice. They owe me money! I have had lengthy conversations with their customer service people, done what they told me to do, sent documents showing i have paid, and three times, over three weeks, nothing has happened. I go straight back to square one as if I had never contacted them before. On each occasion the customer service people are very pleasant and then at the end of going through it again, they tell me they will send it in to the same department and nothing happens. It is like Groundhog Day. Two days ago I was to,d the internet would be put back on and my tenants in the property are still without internet. I could never use this company again.

Avoid!

Individual in customer service was very helpful however the complaints team did nothing to resolve my issue. Even blamed it on me. I would not recommend this company at all, I’ve been with many other companies who completely outshine them and have cheaper tariffs, better service, and won’t hike your prices after taking over your previous company! Misinformed to say the least!