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12 Feb 2022

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

Time wasters

Complete and utter waste of time trying to sort out anything with these people you just go around in circles and nothing gets done only get false promises and false information

Even 1 star is too much for them

Even 1 star is too much for them. Absolutely disgusting company. Useless customer service. Since December can not close my account with them and keep charging me for the address I’m not living in.

Horrible harassing company

Horrible harassing company. Clueless staff, threatening text messaging for immediate payment, even when my account is in dispute with the Ombudsman. AVOID AT ALL COSTS.

Without doubt the worst company I have…

Without doubt the worst company I have ever dealt with unfortunately I’m now tied into a 18 month contract which I wish I could get out of please don’t attempt to try and contract them if you have a problem a minimum of 30 to 40 minutes and if you do on your mobile it’s at your expense. Please avoid

Moved house ripped off

Moved house, gave final readings and took photos of the meter and Shell made up completely different readings just to draw down the exact credit we had on account. The customer service team said that’s within their tollerence and that’s what they do…I don’t care if its £5 or £5000, I want honesty and not to get ripped off! Disgusting service

Horrible customer service

Wow, where do I start? 7 weeks ago I reached out to ShellEnergy with a concern about a faulty metre (clocking 50 units a day at home). I was promised an investigation, and a freeze of my billing until it is complete. 8 weeks later, not only have they not investigated and continue to bill me, I am not being chased by credit a collection agency for a bill (thousands of £, mind you) I was told would not be generated. And they are now asking for further metre readings to continue to bill me. Customer Service is not helpful – they continue to tell me the matter has been resolved, and I continue to get emails, texts and letters from their collection agency, and my metre keeps clocking at 50 units a day. Needless to say I will, of course, leave ShellEnergy, and demand compensation for any damages caused. Really, there is so much more detail to this story – I hope the sensible reader will be able to see through the automated response that ShellEnergy will post here within 48 hours to try and whitewash the issue and present themselves as if they care about their customers.

Disgusting company

Disgusting company. Was forced to switch to it since Pure Planet closed down. I was significantly overcharged on my final bill even for dates past the date I moved out which I notified them of numerous times. Like someone else before me said, they made it so that the charge me the exact amount of credit I had left. Disgusting ripping of greedy company.

Shell don’t know whether they are coming or going

On being “given” to shell following my previous company going under I was asked to set up a DD. I did this. The I received an email saying – no need for DD we are transferring over from green (so I assume DD was cancelled).

Months passed

Now I am told oops – can’t transfer – so I NOW have to waste my time AGAIN and set up – why are they so inefficient. Tried the web site – but that just logged me out – this is extremely poor. Luckily I am in credit due to the other error made otherwise I’m sure they’d be trying to extort addition money for lack of a DD

So bad

So bad. Currently taken ~£300 of my money via direct debit and can’t locate it. Continue to bill despite having paid via direct debit.
Terrible customer service over phone too. Ongoing for months now.

Confusing and unhelpful

The person I spoke to confused me whilst on the call, giving me anecdotal examples of what could be happening with my account which made the call very hard to follow. They also couldn’t help me with my problem and couldn’t give me an indication as to when the problem would be solved, in fact even said they wouldn’t give me an estimation as they didn’t want me phoning up again with a new frustration/complaint. They even had the cheek to say at the end of the call “have I been of assistance today?” to which I responded “no, not really as nothing has been solved and I have an incorrect and very high bill hanging over me for an unknown amount of time”. They then went on to ask if I felt reassured and had clarity now, to which I explained “no, and that I don’t trust Shell”. I am devastated to be landed with Shell after previously being with a green energy provider and cannot wait until I can leave and go with a better provider of energy. Awful company.

Billion pound liars

After pure planets closure, ofgem put our account to Shell energy.
They still have not set up a direct debit after 2 months.
You cannot get hold of them as they dont reply to emails as there based in South Africa.
They cannot organize.
They ask for additional monies at 2am in the morning.
They owe us over £200 which we are in credit.
Shell energy and Ofgem are now in the hands of the Ombudsman.


We were moved from pure planet to shell when pure planet went bust and since then we have had serious issues.
We have moved into a new property 2 months ago and only last week have actually been confirmed to be able to close the account with the previous property.
On the 3rd we received a letter stating we were in arrears and threatening us with debt collection agency and loss of power. Over £102.50.
My husband immediately called Shell and was on the call for nearly 2 hours in which time he was assured that the issue had been settled.
They have not properly set the account up for us for the new property and so have not been taking direct debit for the usage at this property despite us setting this all up and informing them we are moving etc and giving final meter reads.
This morning we have had another call from debt collection and so called Shell. We are currently trying to sort the issue out and actually pay them. We are perfectly able to pay the amount. We just want confirmation that they have processed the payment and we will not have anything more from the debt collection agency.
We have wasted hours and hours over the course of 2 months trying to sort this out and have been reassured the matter had been settled, only to get calls and letters demanding payment. I’m absolutely disgusted with this company.
They are now asking for information we have already given 4 more times!

Shameful and Senseless!

Ramon from Shell was useless. Showed no care or understanding for the fact that I hade received an enormous bill which had not accounted for my outstanding credit balance of more that £200 nor the four monthly payments of £77 I had made since Shell took over my account. Just repeated a series of platitudes all beginning with, ‘we apologize’ (insincere), ‘we will TRY to sort it out’, ‘I will TRY to reach my manager’. TRY? No solutions! No explanations! Eventually: ‘I will get someone to call you back’. I refused and insisted on being transferred to someone more senior – at least Clarence, who came on the line, was able to talk me down and explain what had happened even if he could not tell me when my hard earned money which I had paid, would actually appear in my account. But to be fair, at least he was honest about that – which counts for a lot in my book! In the meantime, I am (artificially) in debt by several hundred pounds! Good job I don’t need to rely on having a good credit rating any time soon!

Good luck trying to leave

Good luck trying to leave, moved to octopus in October 2021, they still trying to set up a direct debit even though im not with them, horrendous customer service thought i closed my account after paying my final bill, still getting emails about my direct debit, after an hour on hold still got nowhere, think my account still open with them. Useless.

Account transfer

Account transfer
Dreadful customer service. I don’t even want to give one star. When my previous (excellent) energy supplier went into administration, I was told I would be moved to Shell. Six months later, Shell still haven’t sorted things out, customer service is terrible, they don’t reply to emails, just give a list of FAQs and they don’t do what they say they will. They’ve sent one bill and the person I spoke to ask about the credit on my account insisted that ‘Amount to pay’ was the credit on my account! I haven’t had another bill although they say on their website they’ve sent them. But then another notice appears on their website saying something else. It’s frustrating and worrying that I don’t know where I stand. I just want the transfer completed so that I can switch suppliers.

Transfer from Pure Planet

Had an email to inform me that Shell Energy ‘proposed my final readings,’ after the transfer from Pure Planet, because they actual readings were “Too Low” these were correct on statements from Pure Planet. In proposing them ‘Too low’ it meant they were higher 3 months ago than they are today from a ‘smart meter’ reading. Therefore adding nearly 2000 units of electricity and over 800 units of gas, which, would mean extortionate billing going forward. I spent over 45 minutes on the phone trying to resolve this matter and I am utterly disappointed with the service from Shell Energy. The advisor, eventually, told me the ‘Proposed Readings’ were a mistake. Had I not questioned the numbers, goodness knows what my energy bill would be. Imagine all the customers who do not query these numbers.
I suggest anyone who has had the misfortune to be taken on by them to check and continue checking your bills, meter readings and any information sent by them.

I would not recommend them to anyone.

Dreadful transfer from Pure Planet

I was forced over to Shell when Pure Planet went under.
My opening balance was missing two monthly payments taken by Pure Planet. My opening electricity meter reading – according to Shell – was over 1000 KWH lower than my closing reading with Pure Planet, artificially boosting my bill.
Between both of these, as soon as I joined them Shell have overcharged me by just short of £600!
I noticed both of these errors, but some people may not have.

Ignoring their ethics – which is very hard – they’re still immediately one of the worst companies I’ve ever had to interact with.

Edit: Hello Sara from Shell. I’ve already been in touch with your customer service team. They’re attempting to sort it out. So far they have refunded some money, but got the amount wrong. It appears Shell can’t do maths. If I eventually get all the money I’m owed refunded then you may get yourselves a star back but a) this should never have happened and undoubtedly has happened to other people who haven’t noticed, b) even when “correcting” one of your two mistakes you’ve made an additional mistake, and again one that costs me money and c) you’re Shell.

Appalling service

Appalling service providing no answer or apparently understanding what my issue was. Call centre in South Africa and I was unable to understand the heavily accented call handler who was unable to answer my issue. Having been forced into your service my first experience of your customer service has left me looking for a new provider.



Re Home Broadband…To say they are inadequate is being kind. Do not deal with Shell for your broadband, you will wait way too long for a call to be answered and be subjected to being cut off multiple times. Awful service

Avoid and watch out for the fake reviews in here

This company for broadband is a shambles.

35min wait to get through to someone yesterday then a further 3 times put on hold on that call. In total for yesterday’s call without any solutions to my questions was over one hour.

The day before i was on hold for 35mins. I was told to plug broadband into the main socket by taking cover off an with they then told me to go to shop as the plug socket was faulty and buy my own.

I’ve also been charged for 2 months in a row as they forgot to charge me in January.

On the super fast broadband, it’s useless and slow and stops or goes slow in bad weather. Avoid this company like the plague and watch out for a lot of the fake reviews on here. I can honestly tell you that this is the worst broadband company I’ve ever dealt with. Shockingly bad. I’m still waiting on the manager to call me back for solutions. I will be taking my complaints to the courts if need be..avoid!!!

P.S I don’t want contacted by any Shell advisors to sort this out for me.

P.s i have now cancelled my never go back to them

Disgusting customer service

Spent the best part of an afternoon today being passed around from department to department. All we wanted to do was to cancel our current broadband plan, and have been told conflicting information, been cut off twice, and I dread to think how long we were put on hold altogether. Was told a manager would call me but nothing yet. They are quick to take your money each month but as soon as you want to cancel they fob you off. Shell Energy have caused us even more stress than we are already experiencing due to moving, so much so I have now made a formal complaint.

Shell broadband does not inspire trust. Awful customer services and they charge you while you wait on the phone for two hours

I attempted to call to Shell broadband for 5 days now in order to upgrade my broadband, after I am waiting from two hours-90 minutes on the phone for the customer service advisor to catch the phone.
Eventually when they catch the phone, they are either sigh! On the phone BEFORE I say my request.

And when they put me through to Shell broadband the line always it gets disconnected!
Meanwhile by waiting for so long on the phone the first time 250 minutes of my monthly allowance on the phone had been spent.
And the second time 100 minutes from my phone minutes allowance have been spent.

Is it a ploy to keep put the customers to wait for so long on the phone and when they connect them with the right department, the line conveniently goes off.
So they charge the customers while they are waiting.
It does Not make sense why after they let the customers to wait on the phone from 2 hours to 1 hour?
When they put them through with Broadband the line it gets disconnected.

As far as now Shell customer services does not inspire trust.

Time to find another Broadband company

would literally give 0 stars customers…

would literally give 0 stars customers service are a total joke checked to see there was a fault on my line and said there was so passed me over to faults 3 times i got cut off the last girl i spoke to was that bad i had to actually ask her if she had just started working for shell expecting her to say yes but she said no pet you need some more training cant see me staying with this company for very long asked to speak to complaints and cut off again

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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