Trustpilot Review of Shell Energy: ‘truly awful customer service’

Shell locked my account for three weeks

I moved into a property that had been supplied by Shell for years. Upon moving in I contacted them, set up my account and the direct debit. A few days later I submitted my second meter readings via the app and was subsequently locked out of my account. This meant I had no idea how much they were going to bill me or when, what tariff I was on or what my account details were. The only explanation given was “the meters didn’t match the property” which didn’t make sense given these meters had been used to give them readings for years. It took three weeks, multiple photos of said meters, 8+ unanswered emails and 2+ hours on the phone to rectify. Completely unacceptable, absolutely no apology given – truly awful customer service. I would say this was a one off but I had a different, but equally frustrating, experience in 2019 when moving into a flat supplied by Shell. Please avoid, there are many alternative suppliers who actually value their customers.

Don’t go near this company!

I used USwitch to change to shell energy as they had brilliant prices. First of all I had to cancel because they told me (after a long time of me calling to see why we had not been supplied energy) that the names on the current e.on account and this new shell application had to be the same. Why? My partner was paying for our e.on and I said I would pay when we moved to shell but they wouldn’t let us.

So I applied again. They sent an email saying we are already supplied with shell and they will be in touch to confirm details. We aren’t already supplied by shell at all. No email came. I don’t know if shell are providing our energy at the minute, I don’t know anything! Because I’ve spoke to numerous advisors and they said they can only speak to the account holder. Which is my partner who they’ve spoke to and told him his name isn’t on the account, nor mine. This is a lie as we have had emails with his name on! They told me to update my details online. Wel I log in and it says ‘energy account not available yet’ and then got cut off from the live chats before I could reply to tell them they have been speaking to the named person!

They just don’t seem to have a clue at all. It’s been very stressful and unhelpful. I’m very close to cancelling all together because of this but I know they will charge me an exit fee which I don’t believe I should pay.