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Trustpilot Review Says Shell Energy Customer Service is “Uncontactable”

 Uncontactable: Been trying to get hold of them since joining them 2 months ago to no avail. Never answer the phone, online chat queue over 50 long. Resolver complaints procedure absolutely useless. Can get through to sales, but not customer service or complaints! Switching to Shell is one of my biggest regrets this year!

Featured below are extracts from negative customer reviews about Shell Energy posted over the past 24 hours 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 companyThis article posted on 07 December 2020.

Uncontactable

Been trying to get hold of them since joining them 2 months ago to no avail. Never answer the phone, online chat queue over 50 long. Resolver complaints procedure absolutely useless. Can get through to sales, but not customer service or complaints! Switching to Shell is one of my biggest regrets this year!

You should be ashamed of yourselves

You should be ashamed of yourselves. 80 year old woman has stroke and ends up in a care home therefore no longer needing your energy as she no longer has a home, and you refuse to cancel. Absolutely disgusting putting extra stress on her family as if they haven’t got enough to deal with right now. Greedy and selfish.

Back door ‘cease charge’

After being with Shell energy broadband for a year, I have been charged a £15 ‘cease charge’ for leaving despite leaving after my 12 month contract. Apparently this charge applies to all customer when leaving. Non of this was mentioned up front on their website when you first sign up, it’s hidden away in the terms and conditions.
Shame on Shell, be warned…

I genuinely thought I was dealing with…

I genuinely thought I was dealing with a longstanding and reliable brand but I was woefully mistaken.

Biggest bugbear is that they don’t warn you that a Gen 2 Smart Meter may not work with their supply…in fact I’m left with an in house display unit that doesn’t work at all (whereas my Gen 1 with EDF worked fine and at least partly functioned with Shell). I’m also having issues with SMS as neither party will respond / accept responsibility.

Call backs don’t happen, emails, including complaints, are ignored outright (I can’t even get an acknowledgement that my email has been received).

The app and website are unreliable and often have missing info (I can’t currently see recent or previous bills for example) which then reappears and so on.

Also concerned by a sharp increase in meter readings which I can’t identify because the display unit doesn’t work!

Will be looking for another deal and will pay the exit fees (along with a complaint to Ofgem). Any recommendations for a company with environmental credentials and working smart meters?

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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