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Shell Energy, probably one of the worst broadband providers on the planet

7 APRIL 2022

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

Probably one of the worst on the planet.

On transferring from The Post Office to ShellEnergy Broadband on 20th Feb’22 I immediately lost the ability to receive phone calls. All attempts to make contact via phone, email and on line chat (not available) failed to get any response so several days later, I decided to migrate elsewhere. which was scheduled for 4th March’22 but delayed until 7th March’22. Openreach finally managed to get my phone line working on 9th March’22. Once this happened, I made one final attempt to contact via The Post Office which resulted in a phone conversation with a Shellenergy agent who confirmed that I would not be required to pay any early termination charge and that I would not be required to return my router. I then received a letter from ShellEnergy asking for the router to be returned without any means as to how or where to send it.

Several phone calls and emails later and I gave up, I posted a negative review on Trustpilot which resulted in someone making contact saying a prepaid envelope would be sent. So the router they didnt want suddenly became required, was returned on 22nd March’22, signed for on delivery two days later.

I decided to cancel my direct debit with ShellEnergy for my final month – I should not be expected to pay for a whole month. In desperation, I tried my luck with Resolver and got a response within a couple of days from one of Shell’s agents. He confirmed that I would not be expected to pay any early termination charge and confirmed he had placed the sum of £30 credit in my account.

Later and my final bill (the one I wasn’t going to get) arrived for £36.26.

I have recently held my final phone converastion with this agent, its a complete waste of my energy, he has confirmed that although £40 has been credited to my account he will now be seeking approval to send me a cheque for £40 to compensate for the £36.26 bill that I had already paid – I paid just to get rid of them. They always say the right things but then go away and do the exact opposite. I wonder why I have not received similar service to all the +ves on here.

Worse customer service

Shell are completey incompetent. They never reply to emails, their online chat appears to be good at first but they don’t follow through with anything they say and their call centre staff are useless. We have now threatened to stop our direct debit until someone can help us
All we want is for your meter readings to be updated and correct so we know we are paying for the energy we have used. This is shocking customer service and we will be leaving to go elsewhere.

1 Very unhappy customer …

I have my broadband and telephone with Shell Energy my home phone cannot receive incoming calls I have tried phoning them I have also emailed them no response I need my home phone as I have an elderly bedridden mother this I have stated in my emails we have tried all the relevant indoor checks have even tried other phones I am most disappointed in there customer service the sooner I can leave them the better

Either dishonest or incompetent

I am one of the unfortunate customers that was moved from Goto.Energy to Shell Energy. Shell have sent me a bill for energy that I have already paid for. They don’t answer their emails or texts and this leaves me with no option but to start their complaints procedure. Instead of simply sending me a correct bill from the readings that I have provided them, they threaten debt agencies. Let this be a word of advice to anyone who has been moved to Shell from their previous energy supplier. Check that Shell have billed you from the end of your last bill. In my case, they are looking to overcharge me to the tune of about £200. Work that out over several thousand customers and you can quickly see how they record such high profits.

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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