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The worst customer service of any energy company ever

29 Nov 2021

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

customer services is non existent

customer services is non existent
never answer the phone or email

Completely useless

Completely useless, my elderly mother’s phone line wasn’t receiving incoming calls and despite several days of hanging on a phone hers and mine, could not contact anyone. Tried the website which again is so poorly laid out found a chat option but it wouldn’t let you leave a message on any browser. Have had to get the Careline company to adjust their box so that they can speak to her if she has a problem. Would give no stars if it were possible.

Literally the worst customer service of…

Literally the worst customer service of any energy company ever. Took over a year for them to fit a smart meter after I switched to them and my old one stopped working. It turns out the one they have fitted doesn’t work. I’ve been messed around with estimated bills and ridiculous direct debits, but they absolutely refuse to sort the faulty meter

Refer a Friend payment – NOT

Once again contacted shell via chat line, over an hour and no further forward. This is the third time I have contacted Shell regarding two non payments of the refer a friend scheme. The people on the chat are not even aware of the terms and conditions that shell publish on the website. The company is quick to take your money and increase your direct debit but is useless at sticking to its terms when paying out. Avoid at all costs their are still a few better companies left to deal with.

Playing with student

Previously I thought big company are very helpful with their customers. When I see that shell company behaviour with customers I was really shocked. When it was COVID pandemic on that time everything was in lockdown. Bank international money transfer. I am student. My parents send me money from my hometown. I rent a house and electricity supply by shell energy. On lockdown I went to my friend house because I live alone in my house . So full 5 months I was in my friend house . When I came to my house I saw shell send me letter for electricity bill then I paid full amount of money. After when I saw in Experian credit score I noticed that default account name by shell and Experian deducted 263 point from my score .and I don’t have any other negative side in my credit score. For this reason my score is very low. Then I contract with Experian they said if shell said yes then Experian will removed my default account. I called shell 4 times 3 times they said we don’t have problem with you because you paid full amount of money. Then I said to Experian that shell said no issues with me. Then when Experian contact with shell after that shell said no default account will be remain same. 4 time when I called shell they said they will not removed my default account. Main problem is I am a international student if I need to take a house or take some credit card then I need my credit score. I requested to shell energy every time I said to them I begging you please remove my default account I am international student I don’t have my family here . I said them room rental agency said my score is low they will not give me house for rent. My question is with a customer why this type of big company playing with us? Why they are not helpful with a student. Can anyone suggest me what can I do about it ? Thanks


I was initially with Green for my energy supply. Prior to Green going into administration I switched to E.ON Next. The important thing to stress here, I instigated the switch PRIOR to Green going bust. Everything went through smoothly where I was paying E.ON Next for both my electricity and gas for a 3 months, until recently when Shell Energy have taken over my gas supply. I did not request this. E.ON Next have tried to reinstate my gas supply with them, but Shell Energy have been particularity unhelpful and rejected. I now find myself with 2 energy suppliers.

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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