Trustpilot Review Verdict on Shell Energy: Utterly incompetent

Extracts from Shell Energy customer reviews posted during the past few days on Trustpilot: “Tried to set up a broadband account. I was told they will send the router and engineer after 14 days. No router and when I called to see about the engineer on day 13 they didn’t know what I was talking about.”: “I should have read the reviews before contacting them as they are all shocking reviews.”: “Utterly incompetent”: Please don’t waste you time or money they are terrible, I’ve had a lucky escape”

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 company. This article was posted on 08 July 2021.

Awful awful service avoid this company…

Awful awful service avoid this company at all costs!! Got WiFi connected on the 29th June the speeds are not what they stated they would be. Everything buffers and loses connection! Phoned today to cancel (7th July) which would be within 14 days of going live with them however they are refusing to cancel without a £100 fee as they have classed the 14 days from when the posted the router which incidently took forever to arrive!! The customer service we received on the phone was shocking they were incredibly rude and totally disinterested. Please do yourselves a favour and go elsewhere, I wish I had had the sense to read the reviews before I signed up!!

Today a wasted 4 hours of my short life…

Today a wasted 4 hours of my short life , so sad to be bullied MIL collections , I owe nothing in credit and suicidal

Tried to set up a broadband account

Tried to set up a broadband account. I was told they will send the router and engineer after 14 days. No router and when I called to see about the engineer on day 13 they didn’t know what I was talking about. For the next week I have to call them, put on hold for 15 mins while they read my account (although I don’t have one) the 3 times I have phoned. Blamed open reach for no contact with them
I eventually went to another provider who stated I could not have the package that Shell offered as it I won’t get the speeds I need.
Tried to cancel with Shell and yes it took being on hold for over 30 mins to be connected, gave up and had to call back yes another 30 mins of listening to music. I should have read the reviews before contacting them as they are all shocking reviews. Please don’t waste you time or money they are terrible, I’ve had a lucky escape

I maintained an account with First Utility Limited (the company originally behind this brand) for my 93-year-old mother-in-law until she died in 2019, around the time Shell Energy Retail Limited took over the business. The take-over process was a disaster and after giving due notice the account was closed. I discovered recently that Shell Energy Retail Limited placed derogatory and inaccurate data on my credit file despite knowing that an alleged debt was disputed and the company has been duly served with County Court proceedings. The company now (wrongly) claims to be Shell Energy Limited, a company that was dissolved on 20 April 2010.

Price Spike Trap

After much negotiation Shell agreed a very low monthly tariff under £100. My usage is much under average, due to things like my migraines not liking telly or lights, and should be hugely slashed from when my mother was alive. She had the lights, telly and heating on 365 days a year & almost 24/7. They are now charging me at over £200 monthly & it seems that any prior contract or agreement means nothing against their decisions. The tariff they list me as having, under My Account, is totally different to the one originally agreed. They do not provide any break-down of figures or a unit cost & refuse to discuss what the average should be for a person in my accommodations. It feels as if they are free to spin costs out of thin air & it becomes my duty to pay them whatever they decree. The day this contract ends, they won’t see me for dust

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