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Trustpilot Review of Shell Energy: Avoid, avoid, avoid.

Current Shell Energy customer review posted on Trustpilot: 0 stars should be an option. The process of cancelling a switch from Eon to Shell appears to be a difficult concept for Shell to understand. Over 2 hours in total on hold, emails not responded to and poor quality service from the so called help desk. Avoid, avoid, avoid.

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 10 March 2021.

0 stars should be an option

The process of cancelling a switch from Eon to Shell appears to be a difficult concept for Shell to understand. Over 2 hours in total on hold, emails not responded to and poor quality service from the so called help desk. Avoid, avoid, avoid.

Never again

Never again. Was a customer but thankfully I’ve now left them. Would use any other company I could before using this one again.

Just taken over £2500.00 from my…

Just taken over £2500.00 from my account despite leaving shell on 4th February. Won’t answer the phone and have now taken my account into overdraft and possibility of defaulting on mortgage payment and other bills.

I wouldn’t even give one star to this…

I wouldn’t even give one star to this company having now experience the Customer Service I have received. I had a conversation with an Advisor and given a specific promise, this was then disputed by Shell when I questioned why it hadn’t been effected … I requested a transcript of the conversation which I had had with the Customer Advisor …. I have now received and listened to it and it is I exactly as I understood at the time … however, I have just been told that I was given incorrect information! So it appears I was lied to … not a Company Customer Service image Shell Energy should be proud of! Not to mention the amount of time I have spent trying to communicate with this COMMUNICATIONS company!


I have had to deal twice with this company and on both occasions they made erroneous transfers. On the latest one both the gas and electricity take overs were incorrect. Their customer service is probably the worst I have ever experienced. It took three months of chasing them up and each time I called no progress was made. They seem to have a policy of just shelving everything. To be truthful, I felt a brick wall would have been more competent. The nature of my business involves dealing with utilities on a regular basis and I will make every effort to avoid dealing with this company in the future.

I wish I could give them a zero!

I wish I could give them a zero! I joined them on the moneysupermarket deal of £120 bill credit after 3 months. Are which point they put the prices up so I cancelled with them. They were going to charge me £141 to cancel if I didnt stop broadband within their 30 day allowance. So long story short I paid full price for 3 months broadband they put prices up and then I was without broadband for a month and got no benefit from the “bill credit”. They are a joke! Avoid avoid avoid!!!

Poor service, No bill

I moved into a property that had Shell energy as the provider. Firstly I was misadvised at how much my bill was and then when I called to make payment it had jumped up over £100 and the same agent refused to transfer me to the resolution team at a later date as they saw the complaint was about the miss-advise they had previously given.

Although this issue was resolved it took nearly 2 months, multiple phone calls on my behalf, advisors calling me to ‘resolve the issue’ but didn’t have any idea of what had previously been discussed or what the complaint was, call backs were agreed but never actioned or actioned outside of the agreed times.

I decided to stay with Shell energy to get an idea of what their costs were like for duel fuel for a full calendar month after my issue was resolved & told to submit metre readings on the 6th and my bill will be ready on the 7th.

I call to make payment on the 7th – As I refused to set a direct debit up if I didn’t know how much my monthly bill would be – and my bill hasn’t been prepared, the App and website are not loading data. A call back was agreed between 12-3 and they call at 4pm and when I call back there’s no one who can help get me my bill!!!

No faith or confidence in Shell energy, the training of staff is poor, some of the agents say they want to help but there’s nothing they can do but arrange a call back (And the cycle of poor service starts again)

How can a company not have their bills populated when agreed – If the customers are doing their part to submit readings surely your systems can generate a bill???

I wish I had not joined shell

I wish I had not joined shell, there was on going confusion over bill production dates, first it was the 2nd, then it should be the 3rd now it should be the 4th. They told me once also they were experiencing technical difficulties and this is why my bill was not produced. I have never known a company to have so much trouble producing a bill.

I also got sent an email on the 26th February 2021 telling me to submit my meter readings. I was then told I shouldn’t submit my readings on that day- usually its the 29th- so I explained to the advisor that there is no 29th February…

I joined in November I never received a bill until January and even then I had to chase it up myself to get the bill in January…

Lots of back and forth, inconsistent information and issues feel like they are going around in a cycle…

The app and website has got slightly better over the months of me being a shell customer but sometimes the info is slow to update and out of sync e.g. the app is says £91.00 in credit but the website was saying 22.00 in debit :-/

I am tired I have accepted defeat, cant even be bothered to complain anymore, roll on January 2022 so that I can leave… you have won Shell!

This website and sisters,,,, and, are owned by John Donovan. There is also a Wikipedia segment.

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