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Trustpilot Verdict on Shell Energy Customer Service: Awful, aggressive, and expensive!

26 Feb 2022

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

Worst customer service I have…

Worst customer service I have experienced. I have just wasted 1 hour and 20 minutes trying to sort a problem with a phone line. On hold for most of the time. DO NOT USE THIS COMPANY.

Don’t use this company…

Don’t use this company…. their customer service is appalling. It took 55 minutes to get through to an adviser. Not impressed!

Can’t understand the customer service…

Can’t understand the customer service staff as they don’t speak very good English and are very rude! They also just try to fob you off with whatever they are told to say on their script because they don’t understand you either!

A company run by a bunch of morons

A company run by a bunch of morons. Billing me for an account I have never had; Can’t talk to anyone, won’t reply to any communication and just send bills; online only as they do not know where I live! How think can you get! If this is the way they behave, do not touch them with a bargepole!

Awful, aggressive, and expensive

Awful, aggressive, and expensive! I was switched to them out of no choice and they charged me twice as much as my previous supplier I have paid £500 this month alone compared to my usual payment of 300, now they have been aggressive with an email demanding more!! I have switched to another supplier but still they want more money!!!!

Worst company I have ever dealt with…

Worst company I have ever dealt with cannot get any resolve to my issues – all they do is blame another department

Just awful…

Just awful…. take ages to reply to emails and have fobbed us off with conflicting advice regarding when our Smart meter is likely to start working.


Horrendous experience using this joke of a company. Zero customer service. I moved out of my property 3 months ago and they still have not closed my account despite many emails and ‘virtual chats’. On last virtual chat they told me to close my direct debit but this month sent me an email saying I needed to pay it or they would mark my credit file. Honestly stay away from them if you have the choice or you will regret it if you need to deal with them in any way.

Thieving scum

Thieving scum. We moved out and took readings of the meters, my bill was higher than it should have been so I challenged it. I was then asked for all sorts of stuff to prove that I was right. I was also threatened with having a non-payment mark on my credit file so I paid the bill. If they do not sort this out I will be using the Money Claims OnLine service to recover my money.

Near impossible to get hold of

Near impossibile to get hold of. Don’t answer emails (9 days and counting), ridiculously long telephone wait times (gave up after 45 mins) and the online chat does not work

What a cowboy outfit

What a cowboy outfit, I was unfortunately transferred to this company when my previous first class energy provider Goto Energy went into administration in October. Four months on I am still wait for them to produce a bill. The only thing they have managed to do is import a small debt balance from my previous company, which I have written to them about to explain that it is wrong and providing the correct information. I have given up trying to phone them in their South African call centre – my previous firm had theirs in Kent where they operated from & they were also easy to contact by phone. I was so fed up with them today that I raised a formal complaint using their own forms on their website – guess what this was returned as undeliverable. Give up. Deal with them at your peril.

Warning Shell Energy

Hi guys, I’ve been with shell energy since about September last year, ever since then my bills have been best part of double what the were. I complained and was told this was correct from previous meter readings from last company, I gave them up to date reading and they said it was completely different from what last company had gave them as final reading, I asked how they got this as I’d only ever gave 2/3 readings in whole time I’d had previous company and wasn’t asked to give a final reading, as they told me to not cancel direct debit and they would sort out if they owed me or vice versa. Shell energy assured me they would look into this and be in touch with in 30 days, the only thing they do is continuely harass me via phone, text and now via some agency saying to deal with them, I’m only late by a couple of weeks and was waiting for outcome from they’re investigation, I’m totally unhappy about how I’ve been treated, I have never been harassed like this by an energy provider before, and I also never write complaints like I’m doing today, I’m very upset, and as soon asI can get away from these guys to another provider I will, absolutely in despair from this treatment, hopefully no one else is going through this, I hope somebody sees this and takes note. Thanks for reading,

Quite possibly the worst customer service I have ever experienced

I moved house at the end of September last year, on the same day Green Energy went bust and Shell took on their customers. Since I moved before Shell took over the account, they have never provided me with energy as I have different supplier at my new house.

However, despite many attempts to contact Shell to tell them I am not a customer, via phone, chat and email, explaining the situation repeatedly to various support members, and several promises that this had been sorted out, here we are 5 months later with a debt collector now chasing me for payment for a bill I don’t owe, for a house I don’t live in. In fact, I’m actually owed money by Shell as I was in credit with Green. If you’re considering choosing Shell as your energy supplier, don’t.


DISGRACE – WOULD NOT RECOMMEND and will not be using Shell energy again – Given black credit mark due to shell taking so long to answer my query about where to pay – and yet paid in full the day I got reply FORMAL COMPLAINT IN AND WILL WAIT REPLY before taking to ombudsman
and I will continue to update this review until I get answers
This was a clear example of company spite, which is a disgrace and I shall take to energy ombudsman as soon as they have answered my complaint

Further I have all the evidence to show I wrote many times to you about payment and …..I have all the evidence to show and……….. Quote “If a credit bureau, creditor, or someone else violates the Fair Credit Reporting Act, you can sue. Under the Fair Credit Reporting Act (FCRA), you have a right to the fair and accurate reporting of your credit information.” and I shall be taking this further

The lady at the end of the phone needed…

The lady at the end of the phone needed some lessons in manners. Poor customer service, I will definitely start looking for another supplier

An appalling company

I suffered an unauthorised transfer from my supplier to Green Energy, who were subsequently taken over by Shell Energy. I have been unable to get my supply returned and I have found them unresponsive and difficult to deal with. They just don’t seem to listen or care. My case is with the Ombudsman. Based on my experience I would recommend to avoid doing business with them! I notice that many of the 5 star reviews seem to me to start in a similar way with a similar heading…

Shambles 1…

I really begrudge even selecting 1 ….40 mins in total 2 phone calls one disconnected and when eventually I got through because I could not give an account number new account they refused to deal with my call …said they couldnt deal with my complaint without one …we were with the post office then migrated over to shell 3 days ago .. we have had no working phone line since….absolute shambles…no clear complaints procedure AVOID avoid avoid

No response to a complaint from 30 days…

No response to a complaint from 30 days ago.

Phone and email contact has resolved nothing.

Seeking solution through energy ombudsman.

We’ve never been with them and they threaten us and take payments.

We aren’t even with Shell and they’ve been charging us for 4 months and sending threats to pay them. As we were with Green energy, which has been taken over by Shell, we paid up, in full, dated, signed and finished. She’ll since December 2021 has been taking money out of our account. When we have stopped any payments they have sent threats, have no knowledge of any transactions or our past of finishing with green even with a plethora of evidence, such as emails, screen shots and now conformation of our move, they are still threatening us. When we ring unfortunately we get loud offices and clearly those who could not care about their work and certainly do not pride themselves their telephone manner.
Avoid at all costs.



Do not use these cowboys

My old energy provider went bust so got put with these cowboys. Took 3 phone calls to finally come out and fit me a new gas meter. Been over charging struggle to talk to anyone. Only use gas for my hot water use electric Air sorce heat pump for heating so why there charging me 90 a month for gas in unbelievable. Joke of a company

Complaint Ignored

Briefly with Shell for a matter of a few weeks.
Went to Utility Warehouse and attempted to submit meter readings – Shell would not accept them. Essentially suggesting that I was lying.
Made a complaint several weeks ago about the £300 i had within my account (Shell took over from GoTo Energy), which i desperately need in order to be able to pay for the escalating energy bills. No acknowledgement whatsoever.

Customer service are friendly but fake

I was moved to shell back in September when Green went under. By the Government.  I was in credit with Green for £500 pounds. When I was moved it took 3 months to get any sort of account. By this time I did get account my £500 had gone down by half. I am on economy seven. So have 2 reading R1 and R2. Shell got all the information from Green but some how got the R1 and R2 the wrong way round. So was being over charged. I was in contact with shell about this in January. Sent them photos of the metre as they requested. 7 weeks later no reply. Contacted them and it had not even be looked at.
So I decided to get a smart metre. It has been fitted, To show them how much they are over charging me. I got an e mail after complaining to shell about nothing being done. Then I got an e mail after the new metre was installed to supply metre readings every 7 days. But it was not possible because the metre has been changed.
One of the customer service assistant was going to call me yesterday to update me but no one rung.  So when you ring shell customer service come across all help full, and friendly. But unfortunately it’s a load of bull sh**. They don’t do a dame thing. Completely unless staff. Unfortunate I am stuck with this company till things change. I did not chose to go with this company. And the staff will say in a friendly manor is there anything else I can help you with. Yes the stuff you have not done 7 weeks ago.

I am unsure where their 5 star ratings…

I am unsure where their 5 star ratings are coming from. My previous supplier when in to administration messing I was moved to shell. I was told I would go onto their cheapest tariff. It took 5 months for them to move me across, I have nearly 400 credit on my old account and they have took that and said I owe 300 even though I have been paying my bill every month! Shell made billions over the past years and are part of why the price cap is being increased by 50%. Its disgusting

Rip Off Company

Just received my new tarrif from April. The unit increase is bad enough but how do this company justify increasing daily charges. Electricity daily charges are increasing from 24.11 p per day to 43.39. That’s 70 pounds per year and has nothing to do with global energy cost

long overdue refund of green energy…

long overdue refund of green energy account credit (despite shell stating they had actually closed this 2nd but unused account in early january), now has finally arrived, however its not the full amount, i was deducted 25pence, Why? well i am asking shell exactly that….. currently being ignored (for the last 48hrs since i complained) it may be only pence but i begrudge paying more as energy costs enough without the impending vast price rise in april, how can any vast company justify deducting anything from an amount that wasn’t theirs in the 1st place. UPDATE… there isn’t one as the customer service department seems to still be ignoring me what a complete and utterly shameful way to treat your customers

Credit balance not refunded despite numerous emails

I had the misfortune of being moved to Shell when Green collapsed. I recently discovered my balance was over £100 in credit.

I’ve sent over 10 emails asking for my credit monies to be refunded, for over two weeks now, but every one has been ignored. I’m hard of hearing so I can’t phone. Utterly disgusting level of service.

No emails in response and the live chat says ‘reconciling your bill’ and you can’t speak to an actual person. I’ve now complained to Ofgem as they are gaining interest off my money.

Requested and was told account would be closed and money returned but still waiting.,

Requested and was told that our account would be closed as we had already moved to a new provider before our credit balance was sent to this company. A week later and the account is still open and our money not returned. This review was requested immediately by ESMA B who was very pleasant, helpful and said all the right things. Luckily, we waited to give our feedback.

Broken Smart Meter promises.

I have been promised a Smart Meter to be installed on 24th January. I had reminders / confirmations and when the 10.00am to 12.00 am window had passed I contacted customer service. I was advised that the engineer had telephoned me to cancel at the last minute, but I had no calls on my landline or mobile. After profuse apologies a new date was arranged, for 24th February, I received tet confirmations, then two hours later the appointment was cancelled by telephone. Today my neighbour, also a new Shell customer had to cancel his appointment to have a Smart Meter fitted. We have tried to transfer this appointment to my account but have been unable to contact the appropriate administrator despite speaking to one on 03300945231. He transferred the call to another department who were “receiving a very high number of calls” and promised a call back. That was 5 hours ago. I understand that Shell have been landed with a huge number of new customers, the staff are very polite but totally unable to deal with customers needs.

Terrible since being moved across from Green

Moved across from Green and transition has been a nightmare. Have to chase them for everything, there billing system is a joke and I would advise anyone moved to this lot to go through with a fine toothcomb – I proved they had billed me twice for the same period, not taken into account previous payments to Green meaning they had to credit over £900 pounds and start the whole process again. You submit meter readings and they ignore sending estimated bills, now sending emails chasing payment for bills that aren’t due.

A Clueless organisation who clearly can’t cope with the extra customers they have been given recently

Check your bills and don’t pay by direct debit

Since they took over my account from…

Since they took over my account from Pure Planet they have been a nightmare.They never answer my e-mails with an answer to my problem but just reply with irrelevant info. It took them 4 months to set up my account by which time their Warm Home application was closed loosing me £140 which I am entitled too. I have been trying to resolve this for months now by phone and complaints. Still no joy.

Absolutely disgraceful – transition from GREEN

Absolutely disgraceful service – transition from GREEN. Five months down the line since my two accounts were switched to Shell through no choice. Direct Payments taken from old supplier not accounted for and gas and electric double the price. Can anyone even understand a bill they send. No response from emails sent to Customer Service, so how does anyone progress with with this company. Could make no sense of conversation had either, as a promise was made to sort it out. HAHA, still nothing. I am now so stressed out as owe hundreds of pounds to them and DD not taken into account but Shell taking payment on 1 March.

I’ve swapped over from Pure Planet and…

I’ve swapped over from Pure Planet and I’m due a refund. I’m not at all happy with the customer service I’ve received.

Totally inefficient

Totally inefficient. Took several phone calls and emails to sort out bills. Were transferred from Pure Planet, dual fuel account and Shell only had us as electricity only customer.

SHELL almost 100% Increase in Daily charges

Shell been shocking since taking over my previous energy company. Totally get cost of energy gone up but don’t add to cost by ripping customers off with almost 100% increase in daily charges. This loophole should have been looked by the regulator. See part of email sent to me today below….shocking behaviour from big company. Atfer 12years now looking new supplier loyalty counts for nothing these days

Your electricity rates will change from 21.180p to 28.289p per kWh and your standing charge per day will change from 24.86p to 48.14p.

Potentially the worst company I’ve been with

I called to close my account 3 times which they failed to do. Went to their complaints team who assured me and seemed like they were actually helping over the phone and assured me that they had corrected my bill and were refunding me for their error. Assured me 2 times that they had sent the return label, which they never did. Only received a potion of the refund amount which they confirmed in an email. Emailed in multiple times an no action was taken. Eventually sent me a refund 4 months later for something which should have all been dealt with on one call. Over 10 contacts made to this company which have all been frustrating. No offer of compensation which utility companies have the facility to do… often after much less contacts than this


What a load of rubbish

What a load of rubbish. No customer service. Extremely slow Internet. To speak to customer service you would be better of trying to talk to God. Do not repeat DO NOT SIGN WITH THIS CRAPPY INTERNET PROVIDER, YOU WILL REGRET IT.

Half the speed they promise you

They will tell you that you’ll get this and that speed but its all a lie!…half the speed they say they will get you and that’s more accurate….can’t wait to finish my contract with shell

this is a shell broadband review

this is a shell broadband review – after having shell take over post office broadband and phone line it has been terrible wait times over an hour and then options not clear and cant get to correct department – 4 days my phone line is off and i live alone, vunerable and unable to get in touch, tried to organise an engineer online and they ask me to go around the house changing wires when i am not mobile to do so or knowledgable to play around with this – terrible customer service experience and still waiting for phone line to be connected.

Terrible Speed and Identity theft waiting to happen

The speed is always the bottom end of the range they supply you. They claim you accept terms and conditions that are not even sent or shared with you. Also massive privacy issues, they record the calls including the parts where you supply personal details and bank details.

These recordings are used and shared with employees and used for training (1000’s hear your full personal details and bank details). Identity Theft waiting to happen.

They refuse to remove the personal information and state you agree to this after the fact ie in the terms and conditions you don’t get sent.

They believe they are above the contract rules and privacy laws in this country. ICO and OFCOM informed..

We are currently at a deadlock meaning Shell will not comply with my request to remove audio files contain my bank details and other personal details and now i need to take legal action via ICO and OFCOM.

Broadband not secure

Broadband – took over an hour to speak to someone regarding weak security on router. The router is allegedly new but is using out of date security. The technical support team are useless and no resolution offered – I would stay away as been with sky for years with no issues like this. They assured me the router is safe but after digging I believe it’s using out dated technology abs Apple firewall regards it as unsecured

Totally unhappy and regret leaving sky, you get what you pay for!!!

Roll on end of contract but unfortunately this is first week.

The worse supplier Ive come across in 79 years.

Whats happened to good old fashioned customer service? currently migrating from the Post Office broadband and home phone to Shell energy. now no longer receiving incoming calls on my landline.All I want to do is report the fault and get it resolved, Anyone tried to get hold of Shell’s CS ? I have to laugh at all these +ves – they’re definitely not a reflection of my experience.
its a good job I’m not running an emergency service).
So I now have a phone line fault that I’m unable to report and hence get fixed. Why am I not getting the service that all these +ve’s describe?
Ive now reached the end of the line and cancelled my DD well, I cant get hold of them and Im definitely not getting the service Im paying for.,
Just spoken to an outreach engineer working down the road which leads me to believe my phone ‘problem’ has been ‘created’ by Shell themselves – the mind boggles. Time to look elsewhere I think, just to get away from these mad people will be a relief.
Judging by some of the other reviews, Im not alone here.

Inept and useless

Unfortunately in same position as others who were transferred from PO Homephones. Shell are incapable of answering the phone yet they tell you to call them if you want to cancel an Openreach visit, knowing you can not get through. You will therefore be penalised with a hefty visit cancellation charge. Emails from someone with no job title, and full of punctuation and grammatical errors plus spelling mistakes. They then ignore you.

Customer Service Disaster

Myself and my mother in law are long time Post Office broadband customers recently migrated to Shell Energy.
A few days ago my mother in law received , unsolicited, a new router with a pro forma letter saying she had been upgraded to superfast fibre at no extra cost which I have since installed . we expected to receive one but did not . To clarify the situation I called customer service. After a phone call lasting 90 minutes in which I was switched between FOUR different departments none of which could give an explanation I was cut off !. After calling again I spoke to Mohammed in customer retention who stated that my mother in laws package was in fact different to that shown on her bill which accounted for the upgrade and that we did not qualify. He was unable to offer anything close to a satisfactory solution and thus we shall soon be changing providers . All the operators I spoke to were perfectly nice but the inability of anyone to give a reasonable answer made this a frustrating and disagreeable experience. If this is how Shell are going to treat all the customers they have “bought ” from the Post Office then they will lose them very quickly. Discriminating between customers arbitrarily is not acceptable and should not be allowed to continue.

Customer Service

I am a post office broadband customer and transferred to shell energy.
Their customer service number is a charged phone and I am on it for more than 30min today and no one answered my phone call. Their so called online chat is not working at all.
I cancelled “International saver”in last Dec but still was charged in this Feb’s Bill. The post office said they cannot do anything with it and Shell wont answer the phone and I have to pay additional charges for calling them to sort out some mistake they made. I, the victim , is the one who gets punishment.
I will find another supplier for sure soon.

Ok broadband until you run into problems.

Just come off the phone with Shell Energy, left feeling incredibly frustrated as after an long 35 minute wait to get through I spoke to the most unhelpful call handler called Sidra. I fully explained the situation to her, and she refused to help in anyway, just tried to put me through to another department but I was left on hold for another 20 minutes. Gave up in the end. I simply wanted to reply to an email they sent to me regarding the set up of a new broadband query. Shell broadband is a bit slow, but ok for limited home use. As for customer service, very much the luck of the draw as to who answers. My first call was handled brilliantly, my second call to reply to their query, couldn’t have been more useless and I am left feeling extremely frustrated.

Long waiting for phone call

Not happy with Shell energy for phone and Broadband .I recently transfer from Post Office Broadband to shell energy .Has been few weeks passed by , customer service told me over the phone that they still have not update my personal details over their computer . Also taken a long time for staff answering the phone . i had been phoning Shell Energy since last week . had to wait for 40 t0 50 mins to enable staff to answer my called. Also my e-mail and internet not working as it should since Shell Energy taking over
the post Office Broadband . I was told by customer service staff that lots of Post Office customers has the same problem as me . I will be transfer to another Broadband company when My contract with them expire in November this year,

I’ve just transferred from Post Office…

I’ve just transferred from Post Office broadband to Shell broadband. I was due to go ‘live’ 24 Feb 2022. Just remember that Post Office Broadband is owned by Shell broadband.
Post Office terminated my fibre service 24 Feb BUT…..didn’t transfer over my landline number so Shell equiv service incomplete. I paid for Shell fibre but got a Shell ADSL router which won’t connect to Microsoft Outlook. Today (25 Feb) I’ve spent over 4 hours getting NOWHERE with either Post Office broadband or Shell. Tomorrow, I’m going to Vodafone Runcorn to collect a Fibre router ( and service) for £18 per month for a 2 year contract. Absolute disgrace Shell.

Cancelled my broadband move without telling me

I am so sick of this company, please avoid at all costs!

This time I informed them I was moving house 2 weeks ago, got all the confirmation emails through saying the switch would happen today. No internet today so I checked online and it turns out they cancelled my switch without telling me!

Contacting them is a pain and when you do get through and ask them a tough question they disconnect. They’re not part of the scheme for compensation that other broadband providers are which tells you everything you need to know.

I’m left without internet again for a couple of weeks, paying for my old house I have no access to. This is ridiculous!

Took money from me that they should not have taken

Did not respond to me when I asked about staying with them at the end of my deal. Gave me a label that did not work for returning my router, so had to send me another one (wasted my time going to the Post Office with the non-working label). Then still charged me for the router even though I have returned it. Will be pursuing via my bank.

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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