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Live Chat should be called Dead Chat at Shell Energy Disgusting Customer Service

4 May 2022

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


Have been trying to contact these for days, no-one answers phone or replies to emails, and live chat should be called dead chat, disgusting customer service

Awful service terrible I recently have…

Awful service terrible I recently have come over from the post office and everyone I call I am on hold for around 40 minutes to 1 hour absolutely disgraceful And the people there are rude and abrupt avoid shell energy !!

Appalling Customer Services

Totally unacceptable customer services.
Live Chat is disabled making it impossible to use.
You wait hours for the phone to be answered, if at all.
Emails have never been answered.
How is it possible customers are treated like this.

Awful Company to contact

I have waited for 50 minutes, twice, waiting for Customer Service (does it actually exist?) before having to hang up. I need to sort out my late Mother’s account after receiving a statement showing a CREDIT, but with a demand to pay. It seems her phone service with the Post Office was taken over by Shell Energy. Life is distressing enough at the moment without navigating a large Company like Shell not having a half decent way to help me sort out my query. Appalling!

Such a terrible company to deal with

Such a terrible company to deal with. 7 Months of arguing with them before they eventually agreed they did owe me £138. Great, at last, I thought, got the cheque in the post(Come on a cheque really?) cashed it at the bank and it bounced, returned unpaid by the payee bank my bank advised. Emailed them twice about it now no reply. Are they about to go under perhaps like many others have, I doubt it being backed by shell but its concerning to say the least.


Absolutely useless came over from the post office just moved over to what a difference the only problem is trying to send the router back to Shell anyone would think this would be a simple process not with Shell still waiting for a returns label and if it’s not received by them in 30days they are going to charge £35 this company should stick to drilling holes in the sand because everything else amateur at best avoid at all costs you have been warned

Shell send debt collectors for service not provided.

It is a little confusing that Shell use the same name for gas and electricity as for Broadband and Trustpilot does not have a separate category when the services and associated problems are completely different.

I enquired about gas and electricity supplies last November and initiated a supply. But I cancelled after a few days.

Come January 2022 they sent me a phone text asking me to pay for a Broadband connection which I did not have.

Later they engaged their debt collectors. I explained to them that Shell had never supplied me with Broadband and they say they contacted Shell. They say that Shell advised them the charges were correct and due and they would continue pressing for payment.

Shell live chat made me wait for two hours and when answered only waited for two minutes and closed the chat as I had stepped away. I then tried again and was not answered for an hour when the connection was dropped.

Emails the their customer service are not answered.

Who would want to go to a firm who charge for a service that they have not provided. And consequently waste my time to make a case to the Onbudsman.

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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