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Avoid Shell Energy Utterly Shocking Customer Service Can Never Get Through.

Current Shell Energy customer reviews posted on Trustpilot: “Avoid this company. Utterly shocking customer service. Can never get through.” 

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 companyThis article posted on 1st March 2021.

Horrific service

Dreadful service

Dreadful service moved house and forced me to pay £30 exit fees the agent didn’t want to really help Lauren said made a complaint but didn’t wanna know overall very disappointed

Ongoing issues months in…

Firstly we had issues joining with Shell as they messed up our application, along with a lot of other customers as they had told me once I chased and chased with them to get it fixed. We are also 3 months down the line now of when we were supposed to have our smart meter, after 2 engineer visits we are still without a working meter, as the 1st engineer fitted a faulty unit, which I appreciate can’t be helped (the engineers have been great, we are just frustrated with the service we are receiving from Shell). However, after 3 months of this now & being told we’d need to book in yet another visit from an engineer (after waiting a month for the 2nd engineer to come & tell us the unit is faulty) I’m having to leave this negative review which I’d normally refrain from doing but please do be aware of the very poor customer service you may receive with Shell-like we have. I’d love for anyone from Shell to reach out to me so we can discuss how to get this resolved & so we can help minimize this poor customer journey I’ve experienced in the future. Be aware that we tried to get blamed at first for this meter not working saying we needed to wait and be patient, as confirmed this unit is faulty & now after 2 months of having it, we are still unable to use it.

Inadequate customer service Shell broadband

We have Shell Energy for broadband. The Internet is fine but quality of customer service is really poor. We are moving house which should not be a difficult task for a multi-national company. Since Thursday I have has 2 phone conversations and 3 live chats, (it is closed at the weekend). I have been promised 2 call backs; neither has materialised. In that time they have managed to stop the broadband when I move out but I have not even been able to have a conversation with anyone about the supply in our new house. Really poor.

“Refer an Enemy”

I’m a Shell energy customer and decided to “refer a friend” to get a bonus. It turns out that the friend had to choose an expensive rate in order to get the bonus. It works out more expensive, so it should be called “refer an enemy”.

Specifically broadband

Specifically broadband. I swapped as I use them for my energy. The router they provide technicolor DWA0120 is well below market average and not very good. Their service is worse. My connection drops out repeatedly and it makes trying to play games online a nightmare, you play a round or two then you get kicked out due to your connection, rinse and repeat frequently for some periods of more or less every day. Most of the time its fine streaming Disney+ or netflix, but even that sometimes plays up, though admittedly not often. But today I’ve had 5 attempts to watch an episode of family guy to be kicked off due to no internet connection. BUT most importantly “IF” they have ANY technical support it is very well hidden and inaccessible. Log in to your account, try to get technical support, you go to a virtual assistant whose answer to anything to do with internet is that it hasn’t been trained to answer that yet. Ask for technical support and it hasn’t been trained to answer that. Ask for a human representative and it hasn’t been trained to answer that. Ask for a phone number for support and you get nothing also. Click on contact us and you get the virtual assistant again. There is also a drop down for links to problems with electric or gas but nothing what-so-ever to do with your broadband. I’m logged into my broadband account and whilst its happy to sell me an upgrade, or extra services, I can’t find technical support support any where. It seems an actual usable internet isn’t one of the services they provide either. If it works for you I suppose it works, but if you ever have a problem they do not support that or offer any help. This is a repeat problem I’ve had for months, for over 6 months I have tried to complain that the connection keeps dropping and I can’t play online games very well. I’ve emailed them numerous times at every email address I can find (most of which are for their electric and gas service) No one ever ever responds. I got through to their phone support once (Its not available after 4pm Saturday until Monday morning, not available evenings, both of which are when I want to play online games and when I need support. Also you can only find that number if you click on leaving them) after a ridiculously long wait in an hour plus queue, and was told I was being put through to technical support, fifteen minutes later the line went dead. I tried again but after almost another hour had to hang up and go to work. I have managed to get them on the phone twice in 6 months, and having exhausted the usual basics, restart your router, connect via the plug socket inside the main telephone socket, ie the master socket, purchased new filters, which despite telling them I had just done they made me do again, to then say oops nothing they can do and they will refer me to next tier support, whom I have never heard back from. I can’t wait until my contract is up and then good riddance.

I can’t state how much I dislike Shell Energy

I can’t state how much I dislike this Shell Energy. They have continued to cause issues over 3 years. Endless difficulties, endless time on the phone trying to sort things out and endless pain! Do NOT use this energy company.

Over charge and no customer service

Overestimated my usage, after I corrected them, the bill was higher.

Avoid this company. Utterly shocking customer service. Can never get through, but if they want you to pay the inflated bill they send 3 emails in A SINGLE DAY and call.

Similar approach to a pay day company I assume with the same moral compass

Pursued by debt recovery agency for incorrect bill even after disputed bill had been paid

I moved in to a house with Shell energy as the provider. I used their services for just over a month in the Summer. I received a bill for nearly £200. I disputed this bill. It took them several months to generate the correct bill. During this time, I was pursued by a debt recovery agency for the original incorrect bill. The debt recovery agency sent letters, emails, phoned me. I repeatedly contacted Shell and was told that a hold was being put on the account, but this did not happen. I paid the final bill two weeks ago (7 months after seized being a Shell customer) and they made a gesture of goodwill due to all the inappropriate behaviour of the recovery agency acting on their behalf. I am still being pursued by the recovery agency for the original (incorrect) bill.

Shell Energy Case 7682862

Shell Energy Case : 7682862

I have complained to Shell regarding a Gas bill that has now grown to £6,400 pound over a period going back to Dec 2014. Myself and my wife had thought we paid a joint Gas and Electric bill. From Dec 2014 until Jan 2017 we did not receive a Gas bill but did not think anything of it as i was receiving a Utility bill in my name which turned out to be Electric only, i worked away from home so we never opened the letters and the utility bill was coming off the joint account so never though anything than we paid our Utilities. Shell or First Utility at the time of Jan 2017 recognised an error and said we were due to pay £2100 for an error in our Gas but because of back billing reduced the bill to £900. From Jan 2017 to Dec 2020 again, i received a utility bill in my name and Shell state they were sending a Gas bill to my wife at the same address, when we receive the bill in December 20 it is for over £6000 and in Jan 21 a letter comes from Shell legal department saying we must pay now. We ask Shell why we did not get a bill and they say they have been sent out every month. I ask Shell why did they not tell us for 3 years we were not paying Gas, they say we send you SMS messages and emails, the SMS message states please pay your “ENERGY” bill not gas nor does it say we are £1000s of pounds in arrears. Shell send us a link to online billing in Feb 21 which we have never used and we see all the bills, all Shell done for 3 years was accumulate the bill every month and send us no correspondence saying we were in £1000s of pounds of arrears. I ask shell why did no one send us a registered letter explaining the issue or cut our gas off, they say thats not there policy to cut people off. They have also added this default onto my wife credit file so currently we sit £6,400 in debt and Shell have suggested a £50 gesture of goodwill and a payment plan. I told them i will go to OFGEM and court over the lack of customer care.

Shell broadband

**Update** Im still on hold yet shell can reply to me quicker on here rather than answering the phone – 1 hour past so far listing to this music, oh the delight…

Shell broadband, great looking deal and sales will answer the phone with no time wasted, BUT customer service / cancellation teams don’t answer, at least 60 minutes waiting every time you call.

5 hours listing to the same music, its like a form a torture.

To top it off they decided to add VAT on top of the quoted price and get the promotional deal wrong…..
Another company blaming covid 19 for their shocking customer service….pathetic

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