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Absolutely awful customer service. Shell Broadband has never worked

15 MAY 2022

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

Absolutely awful customer service

Absolutely awful customer service. Broadband has never worked, refuse to let you cancel or refund you. Long waiting times to speak to anyone yet cant ring you when you report an issue!

Yet again disgusted with this company

Yet again disgusted with this company. I have contacted them regarding my energy bills going up and up and each month they want more and more. I live alone don’t use my oven anymore only shower twice a week wash up in the sink use my washing machine once a fortnight, I pay £110 per month and now I amin debit. They do not answer my emails and if I am ever luckily enough to speak to a agent I can’t understand them as they are mainly Indian and having hearing problems it’s very very difficult. I am aware of the situation but my neighbour uses much more energy than me and has 2 at home and visitors nearly every weekend using all his entertainment facilities. He is with British Gas and only paying £80 a month. How do you think I feel when I see what profits they have made in a few months and yet I suffer daily worrying. I might as well be dead and I’m sure when the next rise I energy comes and winter I will be I just can’t continue they are a totally disgusting and terrible company I wish I could move to someone else who cares and helps pensioners suffering I also on a debt management plan since losing my husband suddenly. I didn’t want to give them any stars I would love to give minus but you don’t give us the facility to do this. A money grabbing load of lying hypocrites a blood sucking vile company. They are ruining any sort of I should at the age of 81.


Terrible. I was moved to them from a failed supplier. They kept sending me emails that all was good, my direct debit had been moved and I needed to do nothing…until they suddenly told me my debt was being handed over to a debt collector. I complained, in excruciating detail. Never had a response. Now the app keeps telling me that I really should change my direct debit to pay them 100 pounds more than I actually owe them. They are not missing a momment to cheat you.
Customer service is useless and disinterested. Absolutely terrible company.

Shocking company.

Everytime I’m transferred to resolve an issue I am Cut off. They have incorrect readings for me and send random emails back if I communicate by email just saying log onto your account. I couldn’t log into the account until yesterday as they had my name done as “owner Occupier” I’m now waiting for a bill that will be 8 months old, can you imagine after the increases we have all had! Pull your finger out sort out your mess shell energy. I’ve sent all the evidence of my last bill issued by Green and a photo of my meter, can’t see what else I can do. If you’re in the least interested Shell!

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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