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Shell Energy Company from Hell

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

22Sept 2021

Energy Company from Hell

Shell Energy are the worst energy company I have ever dealt with. I had a tenanted property where the previous tenant had signed up to one of their pay as you go electricity card. It was winter and their very expensive tariff cost me a fortune when i kept topping it up. they blocked my transfer to another company and I had to involve the Energy Ombudsman. I have now sold the property but even now my solicitors can’t get a final bill from them to pay. Avoid at all cost.

Awful communication with them

They constantly over estimate our gas usage despite me always contacting every month when they send me a wildly inaccurate guess.
We use a wood burner so don’t use much gas. We are in credit with a large amount and I’m so fed up with them despite several conversations about this. I fail to see the need to increase my payments.

Do not use this company!

I would rather go with a more expensive energy company than use this incompetent company. You can never get through to anyone and when you do they have no idea what to do or how to help. Iv had various issues with my smart meter not working although they said it was working and then it turned out it didn’t work so I ended up with a huge bill to pay. Moving house was a nightmare, I ended up paying three times in one month and now have to wait for a refund. Just awful customer service! I will not be using these again!


PLEASE SEE MY EARLIER REVIEWS STARTING FROM 28/07/2021. My request for application of the correct contractually agreed tariff, of 18 pounds, is still being ignored. I will sooner rather than later be making a registered letter complaint directly to the Chairman Office of Shell Energy if this matter continues to go unresolved.

Smart meter installation and incorrect builling

I had a smart meter fitted to my gas & electrical supplies. The engineer took photo’s of the actual final reading and sent them to Shell Energy. The agent has confirmed the readings were received, yet they still produced a bill using estimated readings. They have now stated that they will not issue a new bill until they have reviewed my usage. How this will help them I do not know. NOT HAPPY WITH REPLIES RECEIVED.

Please don’t go with Shell Energy

My gas account has been a mess since day 1. Shell used an industry reading to estimate my gas, despite me sending multiple photos to show it was completely incorrect. Didn’t bill me for 6 months due to this open dispute, then expected me to find £360 to pay off the debt. Zero contact from Shell unless I chased them for an update. The worst customer service imaginable. In response to Sara’s comment below: Shell Energy had a year to make contact with me to discuss the state of my account, but they chose not to. Instead the first time they chose to make contact with me is the very same day I leave a one star review on highly visible platform. This perfectly sums up Shell Energy’s customer service. You can see from the account number I provided that I am in the process of leaving Shell Energy. I hope this review stops others joining and experiencing this terrible service.

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