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Trustpilot Reviews of Shell Energy: ‘reading more reviews, I’m not the only person who’s been burnt!’

Extracts from current Shell Energy customer reviews posted on Trustpilot: Never again. Was a customer but thankfully I’ve now left them. Would use any other company I could before using this one again…”: “reading more reviews, I’m not the only person who’s been burnt!”: “Appalling.”

Featured below are extracts from negative customer reviews about Shell Energy posted over the past 2 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 12 March 2021.

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.


I first switched from them in 2016 and without contacting me preceded to take over £600 in one payment. The same has now happened to my 80 year old parents. The bank acted and reversed the payments of £468. I have contacted them 5 times by email and 3 times by telephone to ask for the bills and rates so I could check there figures. I also asked them to stop harassing my mother for payment until i had seen these bills. However they continued to text and call her daily…so she has broken to the pressure and paid. To this day I am still to receive any response from Shell Energy.

Appalling. Moved house and wanted to switch from Shell Energy, was told it would be October actually was November, final bill paid on December 1st. Then letters arrived regularly demanding payment, emails sent and eventually confirmation of closure received 1st February. Today 11th March another threatening letter re the ‘debt’, how does one get through to this company, absolute shambles take ages to respond to emails and being hearing impaired unable to use the phone. On my experience would definitely not recommend. I see in less than 24 hours I get a reply on TrustPilot, strange as I have sent an email to ShellEnergy and have to wait weeks for a reply!! If they can answer this quickly why does it take so long to respond via their Contact Centre?? Terrible company.

The standing charges were 17.97pence a day now we have to pay 31 pence a day

Shell energy want to resolve it but at every turn we get hit with something new.
We transferred our contract when we moved home to our new home. apart from all my previuos complaints this is another curveball. After receiving our first bill since we moved.
The standing charges were 17.97pence a day now we have to pay 31 pence a day
Gas was 18 pence a day again they are charging 31 pence a day. Is that not a breach of contract when you change things to suite yourselves? Shell energy if your listening in as i assume you are please now send the deadlock letter. We have no choice but to move it over to the ombusman to resolve this. We want out of this contract its going to happen either way. but we would rather not have to add salt to injury by having to pay an exit fee.

No customer service due to poor management

I tried to change my energy supplier to this company and they sent me an email saying that my existing supplier is blocking the transfer due to oustanding payments, I made the payments and called Shell to confirm, the rep didn’t have a clue about why I was calling because their poor management hadn’t informed them that the emails had gone out. Moreover, the next day I received another email from them saying the same thing, even though my payments to my previous supplier is paid up. Phoned them again, just as useless, cancelled my direct debit and order with them.

I am a disabled person and it is very…

I am a disabled person and it is very difficult for me to do physical things , which you expect me to do and neither I do not have anyone to help me and I am not pleased about it. Which you as my Service provider should really do it for myself.

Dreadful customer experience

Can’t recommend them as I have learnt the hard way that they use the woeful smart meter installation company SMS PLC. Booked to install between 1 and 5pm, told by SMS Customer Sevices at 5.15 the engineer was en route and would ring in 15 minutes. No phone call and never turned up. The reviews for SMS confirm this is a relatively frequent occurrence so shame on Shell Energy for allowing this to continue despite repeated feedback.

Not happy electricity smart meter not…

Not happy electricity smart meter not working they keep saying must be a bad phone signal yet they get gas meter readings fine right by elec meter i has bee working fine for months they have not even sent anyone to check meter why should i have to keep sending readings no point in having a smart meter will be looking for a new supplier i think

Can’t wait to leave

I’m counting down the days until I can switch away from Shell. I had been a happy First Utility customer a few years ago so I wasn’t concerned about rejoining them under their new branding.

10 months into my contract, the Shell Energy app still says “Great news, you’re switching to Shell Energy” and “Meter readings failed to load” and provides me with no useful usage stats.

Despite my smart meters working perfectly with my previous supplier, Shell are unable to connect to my Electricity meter. I have had a support ticket open for 9 months but they stopped responding 6 months ago having provided no fix.


Joined this company from Bulb which I had no issues with, but they told me they were going to save me money, as they do. Checked their rates and they are cheaper.
I give my meter reads of both meters every two weeks so estimated reads where never a thing in my house. Average bill combined was around £50 per month before smart meters fit. (With bulb, shell instantly installed SM) Now after smart meters have been fit, I have my heating on less, (2 hours a day) me and my partner are no longer working from home, computers etc no longer plugged in 24/7 yet my bills have over doubled, Ever since these smart meters have been fitted we are suddenly using over double. I smell a rat…
All they can come back and say is send your reads In, the reads aren’t the issue, it’s how I’m suddenly using energy 2 x more. It seems like these new meters use energy a hell of a lot quicker, reading more reviews, I’m not the only person who’s been burnt!

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.

Reply to your response. Hi Sara, we’ve been advised a refund will take up to 10 days, this is not good enough. We’ve been left with £47 in our joint account and I’ve had to take the day off work (self employed & more money lost) to visit the bank and seek urgent advice.

Luckily (for you) we had enough money to cover the smash and grab your company have performed on our account this morning, otherwise a defaulted payment and negative score would have been placed on our credit rating.

With proper communication and regular direct debit and energy usage checks that your company promises to carry out every 3 months this would not have happened.

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

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