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Trustpilot Shell Energy Review: No response and no answer to calls or chats. Useless

Content sourced from a selection of current customer reviews of Shell Energy published on Trustpilot.

17 August 2021


No response and no answer to calls or chats
wish I hadnt witched now!!!!
still cant access account
customer service poor

So far everything has not gone to plan

So far everything has not gone to plan, I very specifically phoned to check they would port phone number which they didn’t, now it seems they can’t get it back, someone from complaints team is supposed to phone me, they haven’t, you cannot phone their complaints team, they don’t take incoming calls! So what am I supposed to do now,? The call centre team cannot transfer you either and they cannot deal with the escalated complaint,

Nothing else to say but dreadful

What can I say. Poor technology used (getting the app to work isn’t easy and it should be) . I seem to have 2 accounts set up. Confusing correspondence. Do not use

Overcharged and under delivered

I have been a Shell Energy Broadband customer for the last year and everything was good until I recently moved porting over my contract to a new home. Firstly it took them nearly a fortnight to get my home phone number working, whilst this was taking place the broadband worked and I was promised during this period not to be charged. However I have just received my new bill and they did charge me regardless of what I was told several times by them. Secondly I ported over my broadband contract on the basis of being charged £23.99/month and have emails from them confirming this but they have actually charged me in error £33/month. I have raised a complaint and want the bill corrected but due to the two mistakes with the billing outside of the fact their service has been poor recently I’m considering moving to another broadband provider.

Following on from the above I received a response from Shell Energy Broadband yesterday lunchtime:

“I’ve located your complaint and I’m happy to confirm we’ve now asked a Broadband team member to contact you as soon as possible to resolve this with you.”

I’m still awaiting to hear from the team member and to add insult just received a text message from Shell Energy asking me to ensure I have funds in my account to pay the wrong bill even though I asked them not to take the money until they provide a revised (lowered) amount.

I have raised this with them again and based on my recent experience I’m not impressed in anyway with their complaints handling in addition to my actual issue with the billing.

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