30 June 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Shell: putting vulnerable customers at risk
My father is a Shell customer, as they took over his landline contract from The Post Office. He is 73 and classed as a vulnerable customer – wheelchair bound, with terminal cancer, currently undergoing immunotherapy. On June 21st, I contacted Shell to say his phone wasn’t working. They marked him as a welfare case and said the fault would be fixed within 24 hours. It was not. We contacted them again, they contacted us, and so it went on, but the upshot is that, on June 30th, a ‘priority case’ has been without a working phone for 10 days! My brother had to move in to ensure Dad was okay and still no-one will assume responsibility; Openreach say it’s fixed. Shell say they will contact Openreach again, but no one will actually go to the house and check until Monday – that’s 14 days for a welfare case!
We pay the bill; is it too much to expect a multi-million pound company to help a vulnerable customer? Disgusting.