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Shell Energy Customer Service is Non-Existent

4 Dec 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


Honestly, if you’re not looking to feed their greed, avoid them! They will use their knowlege and expertise to generate massive final bills and you will get no option to opt out as they can take you to court and cause a CCJ on your name etc.

Dissatisfied with customer service

Ofsted appointed Shell as my supplier when Green went bust, just when I moved out of the house they were supplying. I asked Shell multiple times to stop taking further payments from me. For two months now, they failed to do this, which means I am paying for energy I don’t use. They even took payment one week after my final bill was generated. Now they owe me more than £300. I contacted them again 5 days ago, no reply so far; they are just ignoring me. I am sure they have a lot of extra work with additional customers redirected to them now, but this is just ridiculous. They don’t seem very professional to me.

I received a reply, they said they managed to process the change of tenancy (6 weeks after I told them I moved out), and a final bill will be produced now (two weeks after the previous final bill).
Seems like they have no idea what they are doing.

Be very careful

firstly, i would advise all readers of these Trustpilot reviews that many may be fake and this is the way Trustpilot themselves work, as they try and work in favour of these big companies.

it seems like many people are reporting incorrect bills from Shell energy and they did the same with me as from nowhere and without any prior communication, they decided to send me a bill of over £500, which was apparently from July 2020, accusing me of not submitting a meter reading for 11 months!….really? absolutely absurd!


On August 10th this year they fitted a Smart meter. They made all sorts of promises. In fact they fitted an obsolete First generation meter that they had lying around. 3 1/2 months later they have not managed to make it work. Neither they nor I have any idea how much gas I have used. They are unable to supply an in house displays. I feel I was conned. No apology. No attempt to put things right.

Not very happy at all!

Not very happy at all!. I’ve just received a message saying that my bill is ready and needs to be paid (over £4000),on 16th of December! I’ve told “The Company” that I’m on Universal Credit of just over £200! How on EARTH can anyone afford to pay that much with so little income? All this came about for Green Star Energy not sending me payment cards as I requested! Does anyone in this company read emails explaining the reasons why payments can’t be made? I might as well bang my head on a brick wall for all the notice they take. Will anyone take notice now? …. I somewhat doubt it. Also I was paying MORIARTY LAW to start paying this debt off, but, has a letter from an Enforcement Agency about my Council Tax bill which is now reducing my benefit even lower. I did contact Step Change, they told me to pay what I can afford. I need to eat and feed my dog. Also, I have a gas back-boiler which needs servicing, I can’t afford to have it done. I live on my own and have no help with anything. My boiler was serviced over 2 years ago now. I have a carbon monoxide detector which is checked daily.

Poor service

I have had two failed meter move appointments now, only having it moved due to being in an unsafe position. After being given an appointment a week before Christmas, I reconsidered the date and decided to contact shell via chat to rearrange the appointment and make a complaint about the failed appointments. What a mistake. An agent called Sam informed me just before ending the chat that because I had been given the number to rearrange the appointment myself, the complaint was closed…wow. These guys are ok when they’re ticking along taking your money, but as soon as you need anything like service they’re gone like rats up a drainpipe. Glad my contract is ending soon, if we’ve got to start paying double for energy in April I at least want to pay it to someone with decent customer service.

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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