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Utterly disgusting service from Shell Energy

30 APRIL 2022

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

Time wasters

Half an hour to pickup a call, even worse to answer a chat and then agent put the phone down on you. The staff in customer service is rude and incompetent. It is appalling that this company does not value the time of its customers and operates by such low standards. This is not what you expect from a global brand like Shell. What a shame. Will happily rejoin EDF Energy

Crook is now clearly defined as Shell

Crook is now clearly defined as Shell, a Dutch company who has an international reputation for immoral practices. Which they have now introduced into the UK, for evidence simply look here for the large number of positive remarks about a Customer Service which is corrupt. I had no choice in being placed with this company and what has happened comes as not surprise. I tried to enter my meter readings app on the 31st March, could not, had to waste my time calling them, took reading after a Loooong wait, and also question an email I received telling me they were going to put up my DD. The call handler said they will not, lie no 1.

Then a few days ago I received an email telling me they were going to increase my DD by nearly 3x, so I went to my account and tried to reduce it to an acceptable level, would not let me. They were simply trying to steal from me. I called them again and made an formal complaint or so I thought and asked for my DD to be set to the original amount she told me she could not, lie 2 & 3.

I then returned to my on line account to find my records were not there and when I tied to access the it came up with a message “blocked”. So I called again and was told this time that they could not open a second complaint lie no 4, and however told me they could reset my DD to the original amount. They told me they would pass the account record problem on to resolve, lie No5. During this process I received emails with no information in even though it said complaints procedure attached lie no6.

I then was sent what they thought passed as a complaints resolution and passed on information which was visible on my account but pretending it was the documents I could not access, lie no7. Then it just got silly as they went on to tell me how they control the Energy Ombudsman lies+++++. Have unfortunately been through the process before not only getting compensated by the Energy, but by the Energy Ombudsman as well. I can only conclude they want to delay the process as long as possible to maximise the amount they can steal from Customers bank accounts.

Utterly disgusting ‘service’.

I have had nothing but a negative experience with shell. I bought and moved into my property back in June 2021 and I am still in the same position now as I was then, debating an extortionate bill they are trying to charge me that even themselves are admitting is an error. When moving in, I switched suppliers as the previous owner used shell so at no point was I a customer of theirs as I found a better deal elsewhere, but due to a mix up which I believe to be on shell’s end, they are insisting I pay over £700 for a 20 day electric period in June (the peak of summer might I add) because I don’t have a photo of my meter the day I got the keys to my flat. Who even keeps a record of this? To be told that they are ‘more than confident there’s an error’ but to still be told ‘there’s nothing we can do’ as the discrepancy between meter reads simply isn’t big enough to be worth fighting for is an absolute joke. Not only has it taken this long to be told I have to pay it regardless, I have spoken to at least 7 of their colleagues and all of which told me different information so clearly none of them know what they’re talking about. Waste of f***ing time.

AVOID! £800 monthly bill 1 bed house

AVOID! Ignore any responses below. I’ve called them and there solution is a payment plan haha! One bedroom house with one couple and a baby £800 pound for February 2022 bill and we are so careful about our usage that we was in CREDIT with pure planet I wish they didn’t go out of business. FROM MY EXPERIENCE SHELL ENERGY IS THE WORST MISTAKE YOU CAN MAKE. Avoid avoid avoid!

Final credit refund

I contacted Shell energy to obtain my final credit balance from Green after the supplier failed. It took nearly 6 months to get a resolution and only after I involved the Ombudsman. I was the one who had to do all the chasing at no point did Shell take ownership or accountability. The referral to The Ombudsman came when I felt that the query had gone on so long and I was not being listened to.

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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