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‘I spent 3 hrs holding on the phone’ waiting for Shell Energy Customer Service

Content sourced from current customer reviews of Shell Energy published on Trustpilot. 27 August 2021

I spent 3 hrs holding on the phone…

I spent 3 hrs holding on the phone waiting to speak to someone at Shell about my account. I finally came to the conclusion that no one is answering calls and they just leave you on hold, I can not believe that I was one of a lot of people hanging on that long, no one has time to do it and it messed up my day by waiting so long. I have tried to contact customer service on their website, but when you click the link to talk to someone it takes you off to a self help page. I downloaded their app and same thing, the links to customer service do not work. The account issue has come from the power company I moved from and not Shell so I only hope that when I do finally get this resolved that they will be OK to work with but right now I have moved from one company whom in my my opinion are money takers and liars to another that won’t even talk to you. Not a happy bunny!

Absolutely shocking customer service

Absolutely shocking customer service. Please do your research; there are many reasons why Shell Energy are poorly rated. Save yourself thousands of pounds, save your energy and choose another company.

Do Not Trust Shell Energy

Have a complaint against Shell Energy which I had to issue to the Energy Ombudman regarding Shell Energy which they agreed to the Ombudsman Decision have now gone against it and issued an appeal is this how a so called reputable company acts
Absolutely disgusting


Shell do nothing but tell lies, over charge you, ignore you and just want your money. Two members of their team ( Sara) and (Lauren) replied to me on Trustpilot saying they will get back to me but lied. Instead 30 days later all I got was a text asking me why I have not paid.
Great service not!
Shell Energy only want your money Please please stay away from this company. They will take advantage of you like they are doing to me and stress you out with texts while you are at work!!!

Horrific / don’t use this company

Horrific / don’t use this company. They will underhandedly take hundreds from your bank – estimate bills and ignore your readings to make your payments go up even when your useage is low – and the only way you’ll get them to listen is if you complain on their Facebook page – horrible company

Appalling customer service and face to…

Appaulling customer service and face to face sales techniques leaving customers having to escalate matters to the ombudsman due to them not following their own complaint procedures correctly, then adding whacking bills in at the end!! Change isn’t always best!! Shell are a company Not to be trusted!

UPDATE – thank you for the offer of contact Sara, however I have reviewed the complaints policy, raised my issues through the ombudsman and sought a resolution to the issues raised which did highlight failings on Shells part. Therefore I will not take you up on your offer as my account is now closed with the company, I merely want to highlight to others the poor, and in my experience dishonest and costly (to the customer) service provided by Shell

I have closed the account

I have closed the account. Offered closing reads, but informed that was not necessary and been charged a very significant amount for gas usage when no one was at the premises and all the machines were off.

I was informed by Poppy on 24.8 that she would find and what was going on and get back to me that day. Same with Ange on 25.8. Still not heard anything at all.

The new trick today is disconnecting the call after 30 minutes of waiting for feedback.

Life is too short to have to deal with this shambles.

Too difficult to leave in my experience!

The service they provided was adequate enough but since moving house and leaving them months ago they still continue to bill me monthly despite umpteen hours wasted on the telephone to them.

bad to none existance CS

No one answers the calls. I’ve tried too many times.

Chat agents don’t give the necessary attention. It took me 2 weeks and around 5 different agents to find out that I was billed incorrectly. What happened if I had paid the wrong amount? or you would be happy so why care, right.

Thanks to Harry that finally sorted it out after all those atempts.

Planning to leave Shell and I wouldn’t recommend it to someone else. I think they are other companies that can provide better pricing and service.

No final bill after 6 months – they just debit your account

Final bill never arrived – they just take money from your account six months later! I switched from Shell since their prices were really uncompetitive in early March. I never received a final invoice, even through this should be done within six weeks, and just noticed they had debited by account without letting me know in advance. Cannot recommend at all!

Horrendous service!!!

Horrendous service!!!
We received our renewal quote this weekend and our monthly direct debit has risen by 66% which is unbelievable considering we are in credit. I know that there have been changes in fuel costs and I was expecting a price rise but this amount is ridiculous.
We then decided to opt into a variable type tariff that will tie us in for a further 2 years but saved quite a bit per month.
On receiving the confirmation of change, the small print states that we would be charged the original higher direct debit for up to 12 months until they could see our usage. Are they serious, we have been a customer for many years and they were the one that set our tariff in the first place.
I informed the CS advisor that I would pay the amount that I had opted into but not a penny more to which she replied she would try and amend. She came back to me to say that it wasn’t possible and it was too late to change now anyway.
I requested to speak to a manager but was told she would raise a complaint and I would receive a call back within 48 hours but considering they don’t work weekends I wouldn’t probably hear from someone till the middle of next week. I then asked for her name for reference and she hung up on me.
I can’t recommend enough that before signing up for Shell energy you do your homework, they offer the worst customer services I have come across and that is saying something considering some of the companies I have the misfortune of dealing with.

Expensive Tariffs With Very Poor Customer Service

I have been a Shell customer for a long time now. My journey with them had some ups and downs but overall their service was ok, until I changed address and decided to take them with me. All the process was far from smooth as advertised on their website. They changed my account without telling me and left me without account access for a long time. They were taking readings and operating as usual but without giving me access to my account. I had to chase them over and over to have that sorted. Because of that I wasn’t able to access new tariffs. When they finally sorted out the issue, the tariffs now available to me were way more expensive leaving me without any options. Very convenient for them! When explained my frustration, the agents on the phone (if you can get hold of them at all) just told me to change provider if I wasn’t happy with the tariffs, ignoring the fact that they were the ones blocking me from having access to the exclusive tariffs. They are very unreasonable and do not take responsibility for their mistakes at all. They offer the same poor customer service as the cheaper providers that are out there, so why would you choose to pay expensive tariffs if they are not even able to treat you with respect and fairness? Very disappointing!

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