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Shell Energy Shocking Customer Service

7 Dec 2021

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

Shocking customer service

Shocking customer service. Having advised that a previous property was sold and given Shell Energy my new contact details they continued to send bills to the old address and then passed the collection over to a debt collection agency when the bill wasn’t paid. Have spent 90 minutes on the phone with Shell Energy trying to obtain an up to date bill having spoken to two different people and used the online chat. Extremely frustrating.

Annoying messages on hold

On hold for Shell
Every 10 seconds another stupid information message telling me how much they care, what I should do, how I should be patient, how busy they are, how much they care again, how to use my f%&£# phone, how to breathe, what my star sign is. how sorry they are. What is this f*)()$ nonsense? I just want to be on hold and speak to someone, I don’t need inspirational messages, I’m not in church.

Awful awful company to deal with. Esma B is a bad employee.

After speaking with Esma B, who has promised after I provide two sets of photo’s of my meter readings, a week apart, my account will be closed. Provided first set on 23rd of Nov and second set on 30th of Nov. A week goes by, I hear nothing, she hasn’t replied to my email either. Tried calling to resolve, been put through to other incompetent staff, who have no idea what they are doing, hanging up on me. All I wanted to do was to close the account, that is it.

Second time I have had to log this…

Second time I have had to log this company just to get them to respond. After multiple phone calls and emails I still have had no email response from the finance team re reviewing our bill ( due to a faulty meter). If they call they do not leave a number for you to call them back so when you call up you can never be put through to the team who can deal with your particular query. All I keep getting is the same bill amount which clearly indicates that there has been NO review of our meter issue. I look forward to speaking with someone from finance asap to pay the bill that I actually owe.

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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