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19 Nov 2021

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


Avoid.. SHAME ON YOU SHELL. Chasing me by email and letter for money I DO NOT owe…..I have tried calling and you are too busy and promise a call back that doesn’t happen…I tried you text line 3 days ago and nothing…emailed your collections team using he email given and it bounces back… SHOCKING

The worst company for customer…

The worst company for customer service, unfortunately they make grand statements regarding how wonderful they aim to make the journey of customer relations, however your more likely to spend a long time in reality on hold before being transferred to another department with the out come of nobody taking responsibility for your complaint.

Useless company

Their so called debt collectors are still ringing me when it has been paid. Totally blooming useless. Shell take over a company and forget to take over the previous metre readings and yet they still correct it and instead off sending a revised bill they sent a negative bill to their collections. Avoid completely as they haven’t a clue on how to manage their accounts that they take over. Nor do they apologise as all they ever do is pass the blame back to the customer.

Terrible customer service

Due to Shell Energy making very poor predictions I ended up with a £504.00 bill when I left them. After using the complaint page I received no reply at all. So they sent my account to a credit agency and a final bill of £400 was agreed. I paid the bill and She’ll Energy are still bombarding me to pay £100.98. I have spoken to them at least twice about this and they said they would sort it out. Clearly they haven’t bothered. Terrible service

Shell Customer Services are a nightmare.

I have been allocated Shell as my previous supplier, Green went bust! I have been trying for over two months to set up a direct debit, so I don’t have a huge fuel debt. What a palaver! Once navigated through the system of press 1 for this and that, you’re transferred to an overseas call centre and the background noise is atrocious!! I was constantly having to ask the operator to repeat a question. I could hear a man shouting over the top of her all the time!
I was asked my bank details so many times I became uneasy with how many times I had to repeat it. I will be keeping an eye on my bank account. Oh and I was put on hold at least four times while the operator checked information. The operator herself was lovely and patient with my constant need to ask her to repeat her question.


I couldn’t hear the person I was speaking to and I can’t upload my meter readings either because they’re refusing to take them so now I’m more than likely going to end up in debt. Absolutely useless.

No contact – still

Having contacted Shell on numerous occasions following transfer from Green I am yet to have the issues addressed. The lack of engagement means I have no faith I will be paying an appropriate amount and get the monies owed back. I’m assuming they will try and overcharge me and this will be another ombudsman case (I’ve just won the last one with my previous supplier). In taking on new customers communication, communication and communication is key. Not lack of contact or several months out of date information. Email silence does not build trusted relationships.

The above are extracts from negative customer reviews about Shell Energy posted during the last few days on Trustpilot.  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

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