Shell Energy Worst Broadband Provider (Trustpilot Reviews)

Featured below are extracts from negative customer reviews about Shell Energy posted during the last several 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 posted on 9 Sept 2020.

DO NOT SIGN UP TO THESES JOKERS

DO NOT SIGN UP TO THESES JOKERS, OFF MORE THAN ITS ON…CONTACT THEM SEVERAL TIMES TO BE IGNORED…SLOW, AND INTERMITTENT USELESS!!! DISGUSTING COMPANY WHO WILL TAKE YOUR MONEY BUT WILL NOT PROVIDE A SERVICE…REGULATORS MUST/SHOULD STOP THIS USELESS COMPANY!!!……………….They lie as well, below!!! saying ‘we always strive to offer exceptional service and answer queries as quickly as possible’ is just NOT true I’ve emailed you several times (ABOUT SERVICE AND COMPLAIN) to be ignored!!! QUICK ENOUGH TO ADD LIES TO THIS REVIEW THO??? STRANGE THAT!!! …….AS I SAID USELESS BROADBAND USELESS CUSTOMER SERVICE!!!

Worst energy supplier you can choose. They will send you confirmation email about your clear and closed account and after 2.5years you somehow own them money because your payment “bounced back”. Constant problems with them, their confirmation email means nothing I just want to pay what I own and hopefully won’t own them anything after few years I’d avoid at any costs.

Terrible

Had to go with shell energy as its where Utilits signed us up before we could move providers.

I have now been asking Shell Energy for a final bill for 3 months, they have ignored me.

I am now receiving text messages saying I have a outstanding payment I will be charged interest on.

Yet they still haven’t sent a final bill for me to pay.

On hold for a hour trying to find out the amount.

Do yourself a favour and avoid at all costs.

They are appalling do not use them for…

Update

Received “public“ email sympathetic response over Trust Pilot, replied to it and got automated reply. A TOTAL waste of space have filed compliant with Ofgem. Wouldn’t be surprised if they are paying people to place good reviews on Trust Pilot

Original Comment

They are appalling do not use them for gas or electricity. They produce closing invoices that do not reflect the meter readings conveyed to them.

Appalling customer service

Appalling customer service. Spent hours on the phone attempting to switch to them from another provider. Kept being transferred from department to department with no joy. Have emailed to cancel switch and cancelled direct debit.
To be honest it seems like we dodged a bullet now.

Avoid

Never answer telephone calls in less than 30 minutes. They offer a call back “service”, but do not call you.Customer service staff make promises they ,in my experience, do not keep.The most incompetent and unpleasant utility company i have dealt with in 50 years. I am surprised that Shell allow their name to be associated with this company

Zero response for assistance.

I had a problem reading my meter when we first switched over as previously we had a smart gadget so didn’t need to send readings.
Contacted twice via the app but never got a response. Sussed it out myself in the end.

shell offered a cheaper tariff

Recently shell offered me a cheaper tariff and I am already a customer.To my horror I was charged £100 for this switch which was not even mentioned at the time of the offer and as an existing customer I thought exit fees would not apply.Their response was this is the exit fee!! In other words put up with it!!!!

STAY AWAY!!

Worst Energy supplier Ever! Actually signed up with another supplier to be told after the fact that Shell had taken them over. Suddenly had my Direct Debit more than doubled without my permission. Complained only to come across the worst customer service and rude managers I have ever experienced! These clowns can consider themselves incredibly lucky that when I received their deadlock letter regarding my complaints that I was not in a position at the time to take the matter to the ombudsman! Absolute trash supplier.

Appaling

Wanted to switch Gas/Electricityto shell energy. 10 days gone no contact from shell. Last 2 days I have been trying to call, web chat. But of no avail. Finally decided to cancel the switch. Looks like reaching the customer service (or lack of it) is a chronic problem. Please don’t bother for Gas/Electricity.

I never come across a worse energy…

I never come across a worse energy supplier. I moved out of a property back in April and sent photos of the final meter readings hoping to get a final bill. I never did. I have since been bombarded with bills that are incorrect and still based on an estimated meter reading. I have called so many times and re-sent the meter readings a number of times but still no resolution, it is now September. I am currently on hold having been passed to 3 different departments, When oh when will I get a bill I can actually pay….its a complete disaster- AVOID THIS COMPANY.

£15 leaving fee!

The WiFi in my house has never been so poor. I contacted them, as I thought there may be an issue with the router, as all previous suppliers have been a lot better.

They suggested I rebooted it, failing that, turn it off and back on again. Never heard from them again, until today, changing supplier, and even though I am out of contract, there is a £15 leaving fee! They charge you to leave?

Switching fails-9 days on…

Usual problem noted by many – Switching doesnt proceed or fails. Leaving me in supplier tariff limbo.

I signed up on Saturday, August 29, 2020 6:24 AM, 9 days ago to switch to Shell Energy Energy November 2021 tariff. I have heard no further and now it is showing a cancel on it.

I signed to Energy November 2021. I retried signing up again, but the tariff isnt even available only the more expensive v2; and my online account isnt working it gives a”sorry” message when logged in.

It has been 10 days.

Please reinstate the correct switch on the correct tariff and proceed.

The correct details are:
switch on
29th August 2020
to
Shell Energy
Energy November 2021 tariff

Please confirm you have correctly done this now, and happening, and any problems like accessing the account are sorted.

While this problem has occurred; of course my current supplier flipped me to the most expensive standard tariff meaning it will end up costing me £30 more till switched. Hopefully shell energy will make up for this by adding credit to the account.

UPDATE

After 5 emails saying cant find your account, even though ive given my account number… I can see one which claims switching from your supplier to “your shiny new tariff”
Yes you guessed it
THE MORE EXPENSIVE Energy November 2021 (Single Rate) v2 not the correct Energy November 2021 (Single Rate). If this goes through.

SORT IT OUT Shell Energy

UPDATE 2 (day 10)
Just rang the number given on Trustpilot
0203 932 4563
they were CLUELESS, they were half asleep and hung up!
0 out of 100 not 1 out of 5!

UPDATE 3 been emailing trustpilot at shellenergy.co.uk,
not sorted

UPDATE 4
getting scary…rang 0330 094 5800
Spoke to someone in energy #1 option and option #2 not green star
and on hearing the problem said hed transfer me to the right department – instead he transferred me back to the telephone system that lead to SELF SERVICE meter readings who then said theyd transfer me back to customer service….

This is one hell of a DODGY Company-why are they not shut down?

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