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Trustpilot Review of Shell Energy: Absolute shambles of a company

Extract from Shell Energy customer review posted on Trustpilot: “Absolute shambles of a company – Stay away from them!”

Featured below are extracts from negative customer reviews about Shell Energy posted in the past 48 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 03 May 2021.

Absolute shambles of a company!

Absolute shambles of a company – Stay away from them!
I was stuck abroad earlier this year and my son went to Barclays bank to pay the bill for me in cash.

However, I Kept getting reminders to pay the bill and to top it all they left a threatening message on my house answer machine saying that because the bill was unpaid that it could affect my credit rating.
I Spent many hours on the phone trying to contact and resolve it with their useless customer service.

Despite sending them a copy of the paid receipt, the ‘unpaid’ bill was added to my next bill. After many hours on the phone they found my payment and a new amended bill was sent. I do not like being threatened about my excellent credit rating being downgraded for no fault of mine and decided to switch to the excellent Octopus energy. Did a final meter read and got my son to pay the bill once again in cash at the bank more than 2 weeks before the switch over. Guess what? Shell once again could not find a record of the payment and so I had to spend many hours trying to get some sense from their useless customer service even after I had sent them proof of payment again.

Because of Shell’s incompetence I kept getting messages from Octopus energy saying they could not switch me over as there was an outstanding bill with Shell and that Shell would not release from their contract. At that time there was an offer with Octopus for a £50 joining bonus that I thought would offset most of the £60 Shell will charge me for leaving the contract early. I have now lost that bonus as I have had to sign up again with Octopus.  This is all of Shell’s making and because of them I now have to pay more to leave, but well worth it to get away from them and nether get threatened about my credit rating again. All I can say is that the Octopus customer service are so good and apart from that the energy rates are much cheaper than Shell. Shell should do the decent thing and waive the £60 exit fees as it is all their fault forcing me to want to leave them.

Bad Customer Service

Incredibly poor customer service when you need something done

Very Poor

Bureaucratic and very poor at tenant changeover and property sale procedures

Wouldn’t recommend this supplier to…

Wouldn’t recommend this supplier to anyone. Locked out of account since switching. Tried app and browser so many times to start up account. Boxes won’t open to start off passwords ,links expire after seconds and not 20 mins. Whole thing is complete shambles.Can’t view bills despite supplying meter reads and despite contacting supplier won’t tell me what my monthly spend is. Despite passing security and even giving them the account number too. Wanted to put me on paper bills and charge me for the privilege too. Cheeky. I will be switching away from this supplier and like everybody else will avoid them in future like the plague.

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

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