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Shell Energy staff ‘the most incompetent cretins to walk this earth’

13 Dec 2021

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


THE WORST COMPANY EVER!! 1 star is too kind. It surely is criminal that they are allowed to operate. Ongoing sagas with them since start of 2021. The staff are the most incompetent cretins to walk this earth and that’s being polite! Top it off they double your bill even although you overpay every month and are in credit! Like WTAF!!
Someone random from the company will respond to this comment saying Sorry please contact to resolve (lip service as it always is – Don’t waste your breath Shell bot employee) NEVER do business with them.

Withholding refund they know they owe!

For months now they’ve owed me more than £300, as an ex-customer of Green. OFGEM and Green’s financial administrators confirm that I’m owed a cash refund by Shell.

First Shell lied, told me they hadn’t received my old account information, so no refund. Green’s administrators confirmed that’s not true, Shell have received it.

Then Shell changed their story, now they have my account info but guess what, I have to keep waiting for my money. No, they can’t tell me for how long. But they have ‘nearly half a million new customers’ – yay! – the implication being, I can go whistle.

Did I mention I’m a vulnerable, disabled customer? That I put that cash aside with Green in advance, to pay for my winter bills? You can bet I told Shell, but they don’t care. Worst of all, they don’t respect the industry’s Priority Services Register, which is supposed to protect vulnerable customers like myself.

Frankly, this is corporate abuse. As yet, their supposedly robust complaints process achieves nothing.

I think I’m a lost cause, but for goodness sake, if you have any choice in the matter, think hard before you put your fuel supply, and finances, in the hands of these crooks.

Like all other utility companies – an absolute Joke.

Utility companies are a breed apart. Having migrated from Scottish Power (THE WORST supplier of all time as their reviews detail) …. so I thought I would try Shell Energy (SE)…..

Initially struggled to login to the online portal, experienced system issues which SE acknowledged through a mass email campaign.

When I did manage to login on the portal …. I instantly received the following message ” Inactive Account – You have cancelled your registration for this product” …

I know … I will call them…… guess what ??? Unable to get through on the phone despite several attempts .. all very familiar …

I still received email reminders and SMS to pay my bill – difficult when you cannot get access your account….

After a second response from Shell via email I managed to eventually log into my account and could navigate around my account and access my bill through downloading a PDF. YES!

So I go to pay my bill and ….. guess what ? Yep I got the following message – “Inactive Account – You have cancelled your registration for this product” …

There must be a pre-requisite for utility companies…

1. Unable to get through on the phone due to “high call volumes”
2. Although Shell fair a little better – email responses are void of dealing with the issue
3. A reluctance to take accountability
4. Advisors who have absolutely no idea how to deal with an issue
5. Difficulty in escalating an issue
6. Second rate service is standard
7. A reluctance to compensate for absolute time wasting

If it were easier for consumers to vote with their feet some of these companies would simply not exist.

I no doubt SE like the other utility companies post excessive profits whilst failing to invest in their own internal infrastructure and staff means we the consumer put up with ‘third world’ service as standard.

Nice one Shell Energy!

I’m not happy with their services they…

I’m not happy with their services they took my money twice (£245)than we expected it without any notice so i hadn’t enough money in my account so its ruin my credit score , i just phoned them and asked them why? They said our system every 6 month automatically get new calculations, i said whats my usage they said i have almost £150 in my credit so why you taking alot money through direct debit, so their service awful, avoid from them, this is happened twice in last year , so im leaving this company!

Appalling energy company

Appalling energy company. They have been sending me bills for over 3 years, and are not my gas supplier but the supplier of the other flat in my building. I have been constantly fobbed off by them trying to resolve this. Latest correspondence ignored for 3 months.

As bad as I expected

Unfortunately, there is no minus star rating for me to award to this company.
I was a customer of Shell energy from 2020-21. Owing to the very poor customer service I received during this period, I transferred to Green but unfortunately the company stopped trading within a few days. Ofgem transferred me back to Shell and after a number of long telephone calls, I managed to get an account number from them.
I had to call Shell’s customer service on 7.12.21.
as I was trying to check the rate of their night-time tariff.
After a wait of 5 mins, I got through to a male customer advisor and when I explained my query he said he couldn’t help me, and transferred me where I was answered after another 7 min wait.
The operator, Sherelle, said she couldn’t verify my ID, this despite the previous calls when I had been asked to verify my address etc and there had been no problem. Again, I was transferred, fortunately no wait this time. The third person could still not answer my query but stated that he would ask the relevant team to call me back, if not on the same day most definitely the following day.
It is now three days later but no phone call as yet (5 pm).
I submitted a written complaint and details of my query.
I have now received a reply from Shell stating,
“to find details of your CURRENT tariff (no mention of my actual query re the night rate), please call **** to speak to our customer service – a joke in itself.
I don’t think the operators are there to help or know what they are doing.
During my previous year with Shell I had several times requested a smart meter only to be sent various links of why this could not happen or to be blinded by science re ” first generation” meters etc.
The first page on the Shell website states something like ” if you do not have a smart meter please click here and someone will be in touch within 5 days”. During the whole year, this never happened. The website still states the same.
As regards my current contract with Shell, I just wonder how much more poor service I will get.
Having said this, I must say that there was one person, Jacob, who did go out of his way to be helpful. Thank you very much.

Apparently they are supplying my gas…

Apparently they are supplying my gas and electricity supply now. Despite the blurb emails about switchover being easy, and they would take care of it, I now have to set up my direct debit myself according to a recent email. I also need to send (yet another) meter reading for both my gas and electricity supply despite having sent final readings to my previous supplier.
Tried to do so tonight, but their website is down. No idea of whether I am in credit or debit with my previous supplier who went bust.

Feeling a little in limbo this evening.

Actually, if I’m being honest, I’d blame Look After My Bills for the situation I’m in. Constantly changing my tariffs and switching me over. It’s been a non stop bloody send a meter reading to new companies every 6 months or so because they’ve apparently found a cheaper tariff. I still end up paying lower direct debits and yet owing probably the same amount I would have done had I stuck with one of the bigger energy providers.
Waste of time


Awful. Switched to them in may to find out it hadn’t gone ahead. They booked an appointment in October to read my meters (technician failed to turn up once) only for the to install a smart meter which I had specifically told them I didn’t want- it still doesn’t work. Been going through customer service had terrible contact- every email had different figures on, no apologies and incorrect account information. They have now proceeded to put my direct debit up by an additional £100 per month- absolutely appalling service and standing charges. Do not recommend

Shell energy stole 1,400 pounds which I…

Shell energy stole 1,400 pounds which I was in credit with then sent me a bill for the same amount its blatant theft thier customer service is appalling so is the company at least dick turpin wore a mask if you want to lose money use them shell energy are liars do not believe a word they print i know I’m the one they are lying about shove your lying automated response all a smoke screen they are LIARS LIARS LIARS OH THEY STEAL YOUR MONEY TO AND THREATEN YOU WITH DEBT COLLECTORS heres a good one I’ve not been at my property for two and a half months and the lying crooks have sent me a bill for 170 pounds I only have my fridge freezer running nothing else stay away from these fraudsters PLEASE forgot to mention thats the sixth bill this year they send thier quarterly bills out every 9 or ten weeks deliberately to make money out of you which is fraud by deception a total con to prove my point i will be turning off my gas and electricity and will video it too then leave it off a good while my freezer will be mptied so nothing will go off I will keep the good people the outcome im not using it now but being charged its time to bring shell out for the corrupt company they are. Forgot to mention shell energy are doing this to elderly and disabled a lot they won’t let me move either for money I don’t owe them

Terrible, terrible customer service!

Terrible customer service! This is not a one off either it’s been near to a year. I am angry at the lack of communication from Shell energy ( Why can’t they write a letter and post it if there’s a problem)
I wouldn’t recommend them to my worst enemy!!

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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