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Irate Shell Energy Customer asks: Is this nightmare ever going to end?

“Is this nightmare ever going to end”: Dreadful. No phone number to call. Hopeless robotic chat.”

27 Dec 2021

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


Dreadful. No phone number to call. Hopeless robotic chat. So hard to talk through complex enquiries on chat. They owe me money and I can’t get it back after 3 months!

Awful experience with this company.

Awful experience with this company.. Staff are very clueless and unhelpful. The app doesn’t work so is very difficult to imput meter readings… You then spend over an hour on the phone each time. Wouldnt recommend

Shells very poor customer service

My energy company “Goto” liquidated recently and I have been transferred to Shell who have set up my new account with them showing an incorrect last meter read for my “Goto” Electricity – This figure will be used as Shells opening Electric reading on my new account with them and is substantially lower than the true figure. The Gas reading shown on my new Shell account is correct as it corresponds with the “Goto” meter reading figure on my final bill. I have emailed Shell my final “Goto” bill showing the actual final readings for gas and electric and the amount I was billed and I have also forwarded them the photos of my Gas and Electric meters taken shortly after the time of Goto’s liquidation – (these pictures were taken as recommended by Martin Lewis).
I have asked Shell to correct the Electric figure.
Amazingly Shell is not accepting “Goto’s” final Electric bill reading as proof (although they do accept the gas) and incredibly nor do they appear to be accepting the readings on the photos I took of the meters that clearly show the exact figures at the time. They are also now ridiculously instructing, in a rather officious email, that I take a meter reading now, and then 7 days later take another and they will work out from this what my meter readings were 2 months ago at the time of “Goto’s liquidation. This fictitious figure they create will seemingly be more accurate than the actual final “Goto” Bill and more accurate than the figures shown on the photos that I took at the time???!!!.
I’m not even a fully fledged Shell customer and already I want to leave.

Absolutely DISGUSTED with Shell

Absolutely disgusted with Shell. I’ve had a dispute with them since August, over incorrect management of an estimated bill. I then arranged to leave and had an outstanding bill of £410 even though we have been paying over £130 a month! I explained numerous times over and over that we cannot afford this in one payment and would set up a payment plan. After numerous conversations and assurances that it would be fine to pay over 11 months but that would be set up once the final bill is produced. Today on Christmas eve they have taken the full £410 this leaves us in our overdraft!!! I only know this because my bank have contacted me and this will also incur fees!! We were told not to cancel our direct debit but they wouldn’t take more than we had agreed this is SO WRONG!! To top it ALL off they’re now CLOSED until the 28th December. There is not way to contact them. FUMING.


I was moved to this company when my previous supplier goto energy ceased trading on the 21 st October 2021. Shell set up my new account with them but entered an incorrect electricity reading as my start read,a reading which was substantially lower than the true closing read which goto billed me for and for which I have paid for. This is the read which shell want to use for my opening Electricity read, and therefore seem to want to charge me for Electricity that they did not supply and which I have already paid goto for. The gas reading was correct and reflected the gas I’d used and paid goto for up until the 21 st October.

I initially thought that the false electricity reading that had appearred on the account that shell had set up was a genuine error and that it would be corrected by shell after I pointed out to them that the reading was wrong, and e mailed them my final bill dated 21 st October to prove this fact.The reply I recieved was that they would refer this to the relevant department AFTER my first bill had been issued.I replied saying that this was unacceptable as my first bill would then be incorrect as it would be based on the false figure that shell had entered into my starting Electricity read.A week on and no further reply from shell, and no action taken by shell to resolve this issue.

I also note from other posts on this site that I am not the only one that this has happened to.If anyone from shell is reading this then I’d really like to ask what planet are this company on?? Do shell really think that people are going to pay them for energy that you have not supplied? and has already been paid for. After all the switches of energy suppliers I’ve done over the years,not one has applied a fake starting read.So why are shell acting in this way? As customers we expect to pay shell for the energy that you supply,in the case of former goto customers that’s from the 21 st October, and as is stated on final bills issued by goto on that date.We certainly don’t expect shell to try to backdate meter readings from this date in an attempt to gain extra payment for energy that they have not supplied.As a company you really need to amend ex goto customers start reads to the correct figures.It really is quite appalling behaviour and totally unacceptable from shell that the final reads from goto have been altered by shell.If this proves not to be the case then I would urge other people who have caught up in this to give shell 7 days to amend these starting reads and then to contact their M.P. as well as Martin Lewis to expose this.

Worst level of customer service in…

Worst level of customer service in terms of trying to set up an account with them. They set me up on someone else’s account to begin with and now have inaccurate meter readings data on file for me. They emailed me to ask me to call them back to resolve the issues and have no record of that being on file. This has been going on since the 30th September 2021 – utter joke

changed tariff without informing customer

Having been moved to Shell from Green I asked for a smart meter, which happened – incredibly efficiently. However that’s when the efficiency ended. I was not on economy 7 – they put me on a dual meter with economy 7. I complained, after a LOT of effort on my part I received an email saying I was moved on the tariff I should have been on from the start (I’m a v low energy usage customer). The next day (I found out from the bill) they moved me to a tariff which had apparently ended 2 months before with a £50 exit fee and with extortionate standing charges – I can only assume they realised usage was low so the standing charge would make them more money that the electric usage!! I though sharp practice wasn’t allowed – apparently it is. Additionally having set up a DD as requested I’m told they are moving the green one across which is too high (I was £60 in credit after only being with Green 2 months!!)

Is this nightmare ever going to end – I just want a reasonable tariff that I know about rather than shadowy underhand changes and getting tied in – still only a few more weeks until I can take this to the ombudsman

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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