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Trustpilot Review of Shell Energy: ‘A total nightmare. I want to leave’

Extract from Shell Energy customer review posted on Trustpilot: “When they are overwhelmed they shut their phone lines and take days to respond…  A total nightmare. I want to leave.”

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 22 March 2021.

Really shocked only been with them a…

Really shocked only been with them a month. When they are overwhelmed they shut their phone lines and take days to respond to fb and twitter messages I m really regretting joining them. Energy helpline recommended them when they are on the top ten worst for customer service. Even which rate them poor . I will be asking the helpline why they did this knowing they are so poor. Told me they would reduce my DD. They didn’t and I’ve now found out they expect monthly readings !! ( I have a disability) and live in my own) my boxs are outside and 1 is low down and I have back problems. This is totally unsuitable. They have also not sent readings to My old provider resulting in me not being able to pay last bill and retrieve money left in that account. A total nightmare. I want to leave.

I will keep this short and sweet as it…

I will keep this short and sweet as it would take a week to list the issues I’ve encountered. I haven’t been living in my property since September 2020 due to a cowboy builder. There isn’t a TV plugged in, the dishwasher hasn’t been on, washing machine unused…. 1 fridge freezer, 1 fridge and 1 separate freezer are plugged into my 3 bed semi detached property. From May 2020 to March 2021 Shell Energy have charged me £1,520 in Gas and Electricity. So to summarise for May 2020 to September 2020 (summer months) I’ve used fifteen hundred quids worth of fuel…. Apparently this is correct and I am the stupid one? Interested in what other people think?



Be aware of your exact contract(broadband Phone) end date when canging providers. Shell do not ask you this and you can get caught out, having to pay for two providers at once! This mistake cost me £25 approx. In my case I was told by Plusnet that my contract was ending soon so I got a quote from them but found Shell providing a better rate, I changed to them. As I do not do this very often I do not know the ins and out of changing providers. I feel it is a matter of curtesy and good business that the new provider starts the contract when the old one finishes. Not as soon as possible getting paid ASAP disregarding the current contracts end date. Pissed off new customer

I was with first utility then shell…

I was with first utility then shell took over was not informed of this. They took over and now still stuck with shell and they say I owe them a big debt. No point trying to talk to them they just want your money. I’ve now got to the point where I’m having to sell my house to raise the money to pay them.

They have excelled themselves

They have excelled themselves. It is unbelievable that they have raised two final bills on my account, following notification of our house being sold. My bill of the 18 march showed our correct final bill with a £30 credit applied. Another bill is showing on my account is for an extra £30 with no credit applied. That one is dated the 19 March and they then debited the higher, incorrect total. I am now told that a further £ 107 will be billed on April Fools Day. So according to their billing, they have taken too much and now plan to take the correct amount on top of the £137, so adding yet more insult and injury. When things go right they have been great but recently they have been unable to manage basic billing. Missing credits, taking too much and then saying another bill for the correct amount will come out on April 1. Go figure the technology that can allow this sort of incompetence. I humbly suggest they now owe me not one exit fee credit but both. Do I trust them to do that right and not levvy a third charge for the same final month…

Suddenly took a 500% increase

Been paying £60 a month for small flat for over a year and out the blue put my monthly direct debit up to £260 without warning and left me overdrawn

To compete in energy Shell must up their game

Very slow provider swap to Shell and then they have recently installed the wrong smart meter on top of that so now I am on estimated readings. I would avoid them. I am still trying to get it sorted and have also logged a complaint with the shareholder center as I am a shareholder and this needs fixing before the reputation gets worse.

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

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