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Flood of customer complaints about Shell Energy continues

Awful, you can’t get through to any help, over 40 minutes wait, then when you explain your problem they put you on hold again, don’t come back and the phone goes dead. This has happened three times.

5 APRIL 2022

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

Worst company I’ve ever had to deal with.

Am 5 days into contract with this sub standard company and have had no Internet access. After 5 days of being messed around they now tell me it could take another 5 days for engineers to sort things out. Tried to cancel my contract with them but they will not do this without me incurring charges for a service they have failed to provide. Worst company I have ever had the misfortune of having to deal with. Get your service from any other company, this one is useless.

Have just spent over 2 hours trying to…

Have just spent over 2 hours trying to speak to customer services, first time they hung up after two more long waits I have given up


Awful, you can’t get through to any help, over 40 minutes wait, then when you explain your problem they put you on hold again, don’t come back and the phone goes dead. This has happened three times. The only occasion I got through, I thought it was sorted, wrong package and overcharged. Just had the latest bill and nothing has been solved. Terrible customer service, overcharging and nothing gets solved. Beware, don’t use this company. I am going to change provider because I’ve had enough. This review was written by Jayne Walker

Company is a joke with zero competent staff…

In 2019 I made a complaint to the Ombudsman which was ruled in my favour because Shell get given meter readings and deliberately ignore them to extort money out of customers. They consistently fail to read notes, make promises they don’t keep and only bill what they actually feel like. They have tried to pull the wool over my eyes again 2 years later with exactly the same behaviour and refuse to uphold a complaint that was logged in January and only responded to this week saying that I have not submitted readings that were even on thier system.. Thier complaints handlers refuse to dig into any complaint and only read what they want to read. They have also refused to have a manager contact me and to look at photos of my meters… I can only assume because it proves them wrong…. This time £75 goodwill gesture is not going to get you out of handling your incompetence

Shell overcharged me with fake meter…

Shell overcharged me with fake meter readings and although I told them that the bill was wrong, they got the money from my bank account against my will.
After I closed my account, they kept sending me bills for the period after my account had closed and they still chase me for bills that are not mine.

Absolutely terrible company

Absolutley terrible company, Been charged more than double my contracted amount for broadband for the last two months, and been given the run around to try and resolve.Waited ages to get a response in thier online chat, only to be told i need to ring them anyway, total joke. Broadband speed terrible and many disconnections too. Avoid at all costs

Don’t use Shell Energy!

I have been given a bill which is clearly much more than I owe as Shell made a miscalculation when they took over from my last supplier, Green Energy. I have had the same conversation on what feels like ten or more occasions asking them to recalculate my bill. They keep taking an average from various meter readings I have sent (with photos to make sure). It takes ten working days to recalculate and on some occasions they’ve just done nothing and left no notes on the system. My balance has come down from £1500 to £900. I know I can’t possibly owe more than £100 as I’ve never missed any payments. They don’t seem to have a system for calculating bills and I can’t seem to get anywhere. So far I’ve waited 2 months and spent hours on the phone it’s literally driving me mad!

impersonable service!

i have been trying to get an accurate quote for next year to no avail.
i have solar panels and an areed seg tariff set with you but dont appear to have had anything from either since it was set up on 1/12/21.
i have 4 hours today trying to sort it and been continually faced with emails and chats which can never copensate for the spoken word.
i cant take any more of it today.Both my wife and I
have covid and i cant take any more —–emails and dead ends

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 and its sister non-profit websites,,,,,, and are owned by John Donovan. There is also a Wikipedia feature.

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