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Shell Energy ‘Thieves and crooks’?

Shell Energy ‘Thieves and crooks’?

01 June 2022

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

Terrible Customer Service

Signed up to Shell Broadband and was informed at point of sale that I would be set up with wifi within 1 – 2 weeks, and that they would email me an appointment for a connection date. I received an initial email to confirm the direct debit had been set up and that Shell would be in touch within 4 days with the next steps, but 7 days later there was still no confirmed appointment or any further communication. Tried to log onto my shell account daily, but the system was constantly down, so no information was available. Called them – waited on the line for 30mins+. The person was great and apologised etc, promised the world and convinced me to stay as a customer, and that I would receive a follow up email confirming everything agreed. 2 days later, the email I was promised has not been received. Looked up online how to cancel under my cooling off period, and got directed to a link. The link takes you to your account, but it takes you to the same page that has been down and unavailable since I signed up. I am currently on hold and have been for 45minutes. I have 3 days until my cooling off period has expired, and if I miss this deadline I cannot cancel the contract. If the deadline is missed because I have been unable to reach them, this will be escalated to the Ombudsman

Desperate to speak to a live person

I have had many attempts to speak to someone at Shell energy about a home phone that has been cut off from a very vulnerable lady in her eighties, if you a lucky to get through its a automated voice asking you to press this and that talking about internet, broadband, which this lady does not have or a mobile phone, how do you explain this to an automated voice? Also they cut you off when you have been hanging on for 15 minutes or more. I am a neighbour trying to help, Have sent e-mails, they respond with ‘we are looking into it’ this lady is desperate for her reconnection but we cannot speak to a real person to explain. Help! Help!

Incompetent customer service

I am due a credit refund – the final reading used for my termination account is incorrect. The credit due to me should be more than is shown.

So far, waited 9 months for Shell to resolve.. Shell hasn’t yet set up the account. There is no priority to refund the money owed to me.

Trying to speak to anyone is impossible. If you are not cut off and actually manage to get through the agents don’t know what they are doing or talking about. I can’t escalate my complaint. I can’t speak to any team manager – So frustrating.

This company is a disgrace I moved home…

This company is a disgrace I moved home after leaving there forces as I had no choice but to move and I was charged 163 that was taken from my account with no letter being sent.. then when I raised a complaint I was told nothing can be done unless I move my new property to them then I would be refunded. This is a disgrace

Thieves and crooks

Started a one year fixed rate legally binding contract with this company for my electric in April 2021 at the rate of £46.00 a month, breakdown of charges: day rate 17.314 per kwh ex vat: night rate 10.833 per kwh ex vat: standing charge per day 14.14 ex vat. Three months in and they tried to increase my direct debit to £73.00 a month, when challenged bearing in mind this was a fixed rate they had to revert to the agreement, how did that work for you Shell being brought to book? Now we have the price cap of 54% (remember that figure) now day rate is 31.98 per kwh ex vat an increase of 76%, night rate is 17.65 per kwh ex vat an increase of 56% (close to the price cap) and hold your breath, standing charge of 36.10 per day ex vat an increase of 143%,(please note these prices are in pence) if this is not corporate theft then I am a China man. Now we come to the theft of my money, recent bill which was payed by direct debit in advance came to £30.06 not what you charged £34.01 a blatant theft of £3.95.The remainder of May 2022 for which I have entered meter readings yesterday to Shell amounts to £11.35 (as still under the fixed rate legally binding contract till midnight 31/5/2022) and I’ll still be in credit to the tune of £18.71
As I have already informed you I no longer require your services and I reiterate I will not acknowledge you as my supplier, I look forward to receiving from yourselfs a cheque to the value of £18.71 within 7 days.

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. Shell Plc CEO Ben Van Beurden openly admitted at the Shell AGM held in London on 23 May 2022 that all is not well at Shell Energy. 

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