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Shell Energy Shamed By Continuing Flood of Bad Trustpilot Reviews

Featured below are extracts from negative customer reviews about Shell Energy posted during the last few days on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. This article was posted on 18 February 2020.

If you’re looking for an energy company…

If you’re looking for an energy company with good service and competitive prices don’t go to Shell hi prices and terrible customer services

I needed to speak to Customer Support…

I needed to speak to Customer Support about my account, I have been trying to call them for three days without success.

On my latest call, I’ve been on hold for just over 50 minutes, this is totally unacceptable as it is on the other three calls I’ve made to them today, on each occasion the phone goes dead after being on hold for a long time.

Use another supplier, no matter how poor others are, they will be better than Shell Energy

Shell Energy is the worst company I…

Shell Energy is the worst company I have ever come across. I inherited the supply from a previous occupier & have had no end of trouble with them. It has been nearly impossible to contact a person & when I have, I have invariably been told they are not trained to deal with my query. Several times I have tried to submit a meter reading only to find that their automatic meter reading & payment systems are not available. I have spent an hour at a time trying to contact a person. They refuse to send me a paper invoice but, as I do not have an online account with them, I am unable to check what the amount is for. Strangely, they have managed to send me a paper invoice in the past but now say they cannot do so. They phone me at intervals to ask if I can pay an outstanding amount of £22 which I have said I will pay as soon as I receive an invoice for it. They have grossly overcharged me in the past so I am not prepared to make a card payment to an unknown person by telephone without some sort of verification. I am now told I will be put into ‘collections’ with consequences. The customer service is appalling. Needless to say, I have transferred my account to a different supplier but still have to finalise my payment to this dreadful Shell Energy company. I have kept detailed accounts of all my phone conversations with them & there is nothing positive I can say about them.

Definitely the worst broadband provider…

Definitely the worst broadband provider ever on planet earth. Connection began to drop since December 2019 and have had to call them to repair it for 6 times, with them booking BT engineer for 3 times however after each visit the service begins to go off again after 2 days. I was forced to listen to their t&c every single time without exception even though the person on the phone provides absolutely no help at all. Worst of all is it is not possible to cancel the contract even though the service goes off on a weekly bases and a they’ve had to book a BT engineer over and over again. This company is disgusting and should be avoided at all costs!! Absolute waste of time!!!

THE MOST WORTHLESS

THE MOST WORTHLESS, USELESS AND GREEDY BUNCH OF COCKROACHES EVER TO PASS THEMSELVES OFF AS GAS AND ELECTRICITY SUPPLIERS, THEY DELIBERATELY MIS-SELL BY QUOTING PRICES WAY BELOW WHAT THEY CHARGE ONCE YOU MOVE OVER TO THEM (I WAS QUOTED £76.00 PER MONTH ON DD BUT A FIGURE OF £112.00 TO £120.00 WAS NEEDED TO PAY THE ACTUAL CHARGES), THEY NEVER QUOTE THE INDIVIDUAL KWH CHARGES FOR GAS AND ELECTRICITY OR THE DAILY STANDING CHARGES FOR THEIR GAS AND ELECTRICITY.
THESE FILTHY BLOODSUCKING PARASITES OWE ME £350.00 FOR OVER PAYMENTS THAT I MADE IN ORDER TO RID MYSELF OF THEM, THE COMPANY IS A SCUMHOLE MANNED BY FOURTH RATE MONKEYS WHO ARE PAID TO DELIBERATELY RIP THE CUSTOMERS OFF AND THEN LOCK THEM INTO FIXED DEALS WITH EXPENSIVE GET OUT CLAUSES, ONCE LOCKED IN THEY REFUSE TO ANSWER THE PHONES IN LESS THAN 45 MINUTES (IF YOU ARE LUCKY) AND THEN DO NOTHING TO SORT OUT THE PROBLEMS WHICH THEY THEMSELVES HAVE CREATED WILFULLY.
ABSOLUTE VERMIN, TRASH WITH NO REDEEMING FEATURES, I HAVE WRITTEN TO THE OMBUDSMAN, WATCHDOG, OFGEM, MY MP AND ORGANISATIONS WHICH INVESTIGATE FRAUD ON BEHALF OF THE GENERAL PUBLIC VIA NEWSPAPERS, NOTHING SEEMS TO BE SUFFICIENT TO HAVE THIS PACK OF FESTERING MAGGOTS BROUGHT TO BOOK, IS ANYBODY CAPABLE OF TAKING ACTION AGAINST THIS LOWLIFE PACK OF HYENAS HIDING BEHIND THE SHELL NAME AS SOME SORT OF DERISORY INDICATION OF GOOD VALUE OR CUSTOMER SERVICE EXPECTED OF A BRAND NAME.
THEY WANT £196.00 EXTRA ON TOP OF THE £350.00 THAT THEY OWE ME FOR OVER PAYMENTS UP UNTIL JULY 2019, I WOULD NOT GIVE THESE TURDS THE SCRAPINGS OFF MY TOILET BOWL, REPORT THEM TO ANYBODY AND EVERYBODY, TELL THE WORLD THAT SHELL ENERGY ARE LYING CONNIVING THIEVING CON ARTISTS WHO I WOULD NOT TRUST TO DELIVER GROCERIES LET ALONE SUPPLY ENERGY OR BROADBAND, PASS ON THE WORD VIA FRIENDS AND SOCIAL MEDIA, STICK REVIEWS IN WHICH TELL THE TRUE STORY OF HOW THESE SCAMMERS OPERATE, DRUM THEM OUT OF BUSINESS AND INUNDATE THE WATCHDOG ORGANISATIONS WITH SO MANY COMPLAINTS THEY ARE FORCED TO TAKE ACTION AGAINST THIS PILE OF FEACES ONCE AND FOR ALL!!!!!!!!!!!!

Shell Energy, AVOID

Had been a dual fuel customer of First Utility/Shell Energy for many years.
I have recently moved my business to another supplier, there have been some delays between the previous and new suppliers for my electricity.
I was told that as I was hundreds of pounds in credit I would be placed on a flexible account, Dec 12th 2019, this would stop any payments from my bank as long as I’m in credit, well as of today I’m £250+ in credit and a direct debit payment was taken Jan 13th 2020.
So much for their system, spent 30 minutes on the phone, was being transferred to agent that could resolve the issue, when, guess what? I was cut off, Thank you!!!!! So now I’m paying two direct debits for two dual fuel accounts, one account with Shell Energy and one with the new supplier.

Is this a scam

Asked me to ‘submit a reading to get my account back on track’. I’m not even a customer of theirs. Tried ringing to ask what is this nonsense, and couldn’t speak to anyone with the myriad of automated options never taking me to the right place.

Disgusting broadband help line services…

Disgusting broadband help line services made out that I was incompetent and couldn’t put a simple password in it should be NO stars for the ratings roll on end of contract hope everyone reads these reviews

shocking service

I am currently their customer (won’t be long before I switch) I have find out that our gas bill is 3 times higher than what it should be, queried this in July last year and still waiting to resolve this issue. Just spent an hour and 40 mins with them on the phone, they took 50 mins just to answer phone??? Shocking service

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!

Switched recently to Shell Energy &…

Switched recently to Shell Energy & submitted meter readings twice, 11 days later received message that up to date readings were required as they hadn’t received these for 6 months! Submitted again & complained. Reply was unrelated to my comments.
Regret having switched to a company with such poor customer service.

one word……Awful.

Switched to Shell because they advertised cheaper fuel rates. Was initially billed £78 a month but this soon went up to £110. Since joining I have never been able to log into my account. Despite many emails over many months it was still not resolved. Trying to phone and talk to someone is a nightmare. Every button on the website always takes you back to the ‘live chat’ virtual assistant. When the questions get too hard for it, it tells you to log into your account!! I eventually put a complaint in.
Low and behold, I received a few emails stating they were dealing with the case, followed promptly by one which said the complain was now resolved so now closed. I still could not log into my account. I was now back to square one again with the emails and trying to talk to someone.
I have now cancelled my DD, lets see how fast it is before someone now rings me
I will never use this company again!

royaldutchshellplc.com and its sister websites royaldutchshellgroup.com, shellenergy.website, shellnazihistory.com, royaldutchshell.website, johndonovan.website, shellnews.net and shell2004.com are all owned by John Donovan. There is also a Wikipedia article.

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