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Stay away from SHELL ENERGY they will overcharge you and have terrible customer service. Be warned!

“Awful company. They constantly and relentlesly harassed my elderly, vulnerable mother to force her to have a smart meter fitted (which she didn’t want or need). Bullying, abusive, tactics were used (constant phone calls/emails/untruths, rude calls) , I was starting legal action before they finally stopped. SHAME ON YOU SHELL ENERGY!!!”

Featured below are extracts from negative customer reviews about Shell Energy posted over the past 4 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 07 November 2020.


Stay away from SHELL ENERGY they will overcharge you and have terrible customer service. Be warned!

Awful service

Shunted from pillar to post when trying to submit meter readings by phone. Eventually a customer services agent admitted he had not been trained and could not help.

Virtually impossible to speak to…

Virtually impossible to speak to someone in customer service. I called 3 times was put through to another department, put on hold but the call was cut off every time!!! Not impressed at all!


Awful company. They constantly and relentlesly harassed my elderly, vulnerable mother to force her to have a smart meter fitted (which she didn’t want or need). Bullying, abusive, tactics were used (constant phone calls/emails/untruths, rude calls) , I was starting legal action before they finally stopped. SHAME ON YOU SHELL ENERGY!!! I have now moved her to a reputable energy company so will not be providing an account number for you to further distress her! UPDATE: My mum was NOT given the option to opt out of a smart meter insulation without a HUGE rise in her charges. They were enjoying her distress.


I have spent hours on the phone since I switched to them. No one seems to answer the phone unless you spend a huge length of time waiting. Then they put you through back to a colleague who will do the same. I am getting nowhere. I am so frustrated. Some foreign ladies from a department you did not request, attempt to help but to no avail! Avoid at all cost even if they offer a good deal!

Appalling Service

Having only recently joined, I was unable to have any meaningful contact with simple questions, however customer service accepted this and will refund the lockin fee. This only because I complained on Facebook. I was not unhappy with the rates on offer. Handholding me through the first week of setup would have been the only support I needed most likely.

Customer service

Did the comparison, came out at under £16 p/m yet you set up £30 p/m direct debit, no easy way to contact a representative
Forcing people to accept your terms and conditions regardless of whether they actually do accept them or not in order to be able to make contact and voice their opinions.

Basic set up was OK but had issues…

Basic set up was OK but had issues sending an existing meter reading, I queried this in an email to customer services but have not received any direct reply. Also tried to arrange a smart meter to be fitted, organised day off work etc, arranged appointment but no one showed up and no explanation or message or apology for non attendance. Customer service so far is very, very poor.

Wouldn’t let me pay my bill and set up…

Wouldn’t let me pay my bill and set up fixed direct debit. Rubbish so far.

The app is useless and a smart meter is…

The app is useless and a smart meter is not avaliable. Which means you cannot monitor your spenditure and your supply consumption, Even with the app. Wish I’d stayed with BG.

I have tried to unsubscribe from these…

I have tried to unsubscribe from these emails three times and still they come!

Switching and Contacting Shell

I gave my intial readings as asked for They failed to tell old supplier
I did not know anything about this until my old suppier contacted me
I had to contact Shell through chat as no human to talk to!!!!!!!!
They did not reslove this I had to sunmit readings again before any action was taken. I do not trust this company as so far the results have been all negative. The Shell app is a waste of time, it repeatedly forgets password rubbish.

Incompetence to cover illegal actions.

Rang Shell Energy yesterday asked to spoke to Azad on customer complaints and asked for the CEO’S email address as no one at Shell is able to answer my questions about their corrupt mis selling of tariffs by cold calling on vulnerable old ladies and then arranging paperless billing, to cover their illegal actions,
leven though she doesn’t have internet access. Azhad promised to supply the contact details but has failed to do so. I assume they don’t want their CEO to know of the corrupt and incompetent staff he employs.

Unfair Cessation Charge

I took out Shell Broadband last year, but once out of my minimum term of my contract I decided to go with a different provider as they offer a service more suited. Although throughout my term the service was fine with no issue what I was so angry about was the ‘Cessation Charge’. Even though I was out of term, they applied a £15 charge to my final bill. This charge was never mentioned in my leaving email, nor made clear when I took out the contract.
When I rang to complain they just stated it was in the T&C’s and yes on page 15 of very small print it was there.
I thought these days such hidden charges were behind us. How about rewards for loyalty rather than penalising for going to someone else as they cant be competitive. A charge like that can diminish any benefits of moving and is against the nature of a competitive market.
I hope others heed this warning about the hidden charges of shell broadband!

Promised contact hasn’t happened in 3 weeks

I’m an 85 year old widow and my Son in Law deals with many of my affairs. Even though I gave my permission Shell stopped contact with him whilst he was speaking. I put a poor review on here 2nd October they replied asking me to email Dani at shellenergy. I sent email on 5th Oct and several since I’ve still not heard back from them 3 weeks later!!! If you go on the website it always refers to FAQs which doesn’t help. Appalling customer service and I will not renew with Shell.

cannot get hold of them

As others have said: hardly customer friendly! If you cannot find what you are looking for in their useless FAQs on line and have to ring them, after negotiating their interminable ‘menu’, you are answered by an operator with very poor English that asks you if you have found your answer online (!!!). if you actually want to proceed, then they offer to ‘connect’ your call to a ‘customer service agent’. I have not reached this agent in less than 30 minutes later. Appalling, I wish I had checked this before joining them!!

Having cancelled with shell energy in…

Having cancelled with shell energy in August I was surprised to get a bill from them in September asking for more money. I spent hours on hold to sort it out and they assured me everything was sorted. Now I’ve had another bill sent to me despite having a new energy provider for the past three months. Call centre staff were often rude and one cut me off mid sentence. In total Ive spent nearly 5 hours on hold to a company that is clearly unable to cope with its many unhappy customers. I will be taking this to the energy ombudsman.

Watch out for the £15 cease charge

I have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some.
However, my contract is now over and having search for a new provided have been advised by Shell Broadband that my final bill will include a cease charge of £15 as clearly shown in section 5.11 on page 16 of 27. This is a heads up to those looking to move to Shell, you will have to pay £15 to leave then at any time in the future.

A rubbish company

A rubbish company . All they want is to increase your monthly payment after five months. Don’t respond to complaints, still waiting for smart meters to be installed. An independent complaints body contacted me regarding my complaint, we will look into complaint was their reply. Guess what still waiting. As far as shell rewards go I can purchase diesel for my car at my local as__da far cheaper than shell. Stop pulling the wool shell, shame on you.

Billing information

Cannot get through to the correct department waited a long time on phone and service closed at 6pm. I was promised 708 per year
Now getting email with higher bill
I certainly won’t use shell energy again when I need to renew contract . Even cannot login to the account green star energy user credential not migrated over.

rubbish company

don,t send a meter reader to read meter just want to put monthly payments up–that is their tact–vulnerable people are being exploited by this company–old people can,t read meters properly hence confusion—JUST SEND SOMEONE TO READ METER–JOB WOULD BE DONE—BUT NO WE,RE DOING THE JOB OF THESE COMPANYS NOW–IT SAVES THEM MONEY AND HASSLE BUT CAUSES VULNERABLE PEOPLE A LOT OF ANXIETY.

Have been charging my account for 3…

Have been charging my account for 3 months after leaving, when I speak to someone on the phone they cannot see the payments on my account and tell me that they haven’t taken any money even after telling them I’m looking at my bank statements, been 2 weeks since complaint and still heard nothing back, we also left because they were useless and expensive

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