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Shocking experience with Shell Energy

The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.

14 Sept 2021

Shocking experience with Shell

Shocking experience with Shell. Technical issues with the quality of the calls made. Agents not replying. Agents terminating the call and not calling back. No access to supervisory staff. Extremely poor customer service interface. No coordination between payments section and customer service. On multiple levels the company failed. The only sense of professionalism conveyed was Ermin who took ownership of the problem and was able to find a suitable solution. I would have provided more extensive feedback but the only recourse provided is this forum. Otherwise an extremely negative experience.

Go Elsewhere

Avoid with the proverbial barge pole, from the outset when I informed them that they had the wrong electric meter readings, to changing to their smart meters which don’t work, they haven’t even updated electric meter from British Gas to theirs after 4 months on the app though they updated to new gas meter so I can’t even submit monthly readings via app since “smart mode” doesn’t work , absolute shambles, if I could give minus 5 stars I would, totally incompetent!!!!

Moved to Shell energy

Moved to Shell energy, was informed my new bill would cost, first month “great” then a letter price increase now pay more than my old provider, called customer service told my contract till February so now unable to change company, NEVER USE SHELL ENERGY AGAIN…

Very Poor Service

This is the 3rd message I have left! I sent 2 on Friday and had a reply saying that someone would get back to me about my account! It is now 1pm on Tuesday the 14th To date I still haven’t received a reply only an email today saying that if I didn’t pay the outstanding balance, my account will be in the hands of a credit management company called Zinc Credit Management! My details and account are with another Credit Management company called MORIARTY LAW! to whom I’m paying!!! This comply took over my debt from Green Star Energy earlier this year!!!
I can’t afford to pay both of these companies as I’m claiming Universal Credit! I suggest that you contact Moriarty Law about this instead of sending threatening emails. Please get the correct details before you contact me again. Also, as I’ve said before, I the account was closed as soon as I received the letter from Moriarty Law

Sadly I have had unacceptable…

Sadly I have had unacceptable experience with Shell Energy since I signed up with them in May, to the extent I have now ceased to use them as my provider and come out of my contract early. From my previous readings I agreed a new contract with Shell to be shocked to receive a bill the first month for three times the amount suggested. Calling customer services, I was put back into the call tree without being told, so had to wait again and eventually I spoke with a third person who said it was sorted. This debacle happened with the further two bills. As you can imagine, I believed nothing any of the agents said in the end, however plausible they sounded. On the last occasion Diane took ownership of my issues and has gone above and beyond the call of duty, keeping me informed of the progress of her investigation and giving me my options. Sadly I’m coming out of contract as I cannot bear to have this stress every month, I just want it to tick along and pay for what I use, not the whole street! Diane is patient, sympathetic and trustworthy and I hope her employer treats her better than they do the customer. Thank you Diane 11/10 for customer service. And goodbye Shell, I hope your product improves for the sake of your remaining customers!

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