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Pensioners with health issues Shell left without broadband and telephone for 5 weeks

“We are pensioners with health issues who rely on the internet and phone and Shellenergy left us without any service for 5 weeks…”

6 APRIL 2022

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

Left us with no service and no assistance for 5 weeks!

Had our broadband and phone line service switched to Shellenergy from the Post Office, worst move EVER! We lost our internet and phone service during storm Eunice and despite phoning Shell every day for a week we were just left hanging on for 20 minutes each time without ever getting to talk to anyone. No help either using the online ‘chat’ service (having to go into a kind neighbour for internet access, as we had none). I then raised an official complaint, which had one response asking for dates an engineer could call to inspect the fault, to which we offered 3 dates. None of which were confirmed or responded to. Despite waiting in, no engineer ever called! Many more emails were sent to Shellenergy on the complaints procedure, NONE of which were ever responded to! We are pensioners with health issues who rely on the internet and phone and Shellenergy left us without any service for 5 weeks and the issue has only been (easily) resolved by switching to another supplier. And to add insult to injury, they sent an email saying they would be invoicing us for the service up to date and including an early exit fee! Outrageous behaviour! For a multi billion £ company, they have no customer support or care, clearly focussed on profit rather than honest service!

Absolutely shocking

Absolutely shocking company never ever had anything SO BAD!! They have stolen my money that I had left with Green Energy absolutely no idea where they have used it or what they have done with it!! Sent in my meter readings both gas and electric on Monday evening 28th March as I had a flight on Tuesday at 06.00am and guess what – it is now the 6th April and NO BILL total farce!! I have tried time and time again to speak to someone and I get out through to SOUTH AFRICA I cannot understand what is being said to me this is THE WORST OF THE WORST COMPANY EVER I have had enough now they can take me to court!!!! Oh yes AND THEY NEVER RESPOND!! I have been promised calls and guess what NOTHING

trying for months to get through on tel…

trying for months to get through on tel ,just got a new bill in , on the bill it said this was an estimate bill as i did not send a reading , shell requested a reading on the 30/03/22 which i sent as requested,shell want to get there act together a comlpete waste of time, please dont tell me you busy

Phone Line waiting times 1hr plus with…

Phone Line waiting times 1hr plus with no clue of what position you are in. I kept getting reloaded back to position 1 with the chat box until I gave up

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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