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Anyone reading this and thinking of joining Shell please DON’T.

“Anyone reading this and thinking of joining Shell please DON’T.”: “You get the picture – clueless, unhelpful and every now and again blaming the customer for their incompetence and disinterest.”

6 June 2022

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

Poor service provider

Hi, my shell service activited on April 11 mid nights. Before buying the shell broadband service the executive promise me I will get 11 mbs down load speed but I am never got above 1.2 mbs speed . After I raised complaint over email I never get any response from shell. Very poor and pathetic service I am stuck with this provider bcoz I took 18 month contract .so I am wasting my Monday with this service provider.this company very good to deduct money form your account but they not bother about customer.


Poor. Customer Services are more interested in obtaining up to date meter readings than actually dealing with your complaint in full. Totally disgusted & disappointed. As a vulnerable disabled Customer I would have expected a better understanding & read previous emails sent to me than harp on about a meter reading.

Shell Energy – Useless

We got moved across to Shell Energy. At the time, OFGEM said that Shell would bring across our direct debit and smart meter details. Shell did absolutely none of this…. Didn’t even contact me to tell me they weren’t receiving meter readings and put my tariff up £100 bill incase I was using more than they thought. Absolutely terrible company. Luckily, because I’m not on a contract, I can switch across to Octopus Energy. Who I used to be with, and originally fitted my smart meters.

Sara I have responded via the…

Sara I have responded via the Trustpilot email and have a guess what you have even ignored that. I don’t intend to carry on emailing you so just pay my 83 year old mother her £333 credit that you have owes her for MONTHS. She is in financial difficulty and she’s having to beg you for what is rightly hers. You are causing her anxiety and stress so PAY UP and stop with fob off replies. Anyone reading this and thinking of joining Shell please DON’T.

Bully tactics and below standard customer service

We are with EDF and after moving into our new house with EDF we got a bill through from Shell Energy charging us money for an account we don’t own. After calling up shell and asking if the bill needed paying multiple times we got a clear and concise answer of ‘No’. 2 months later without any other chaser letters or bills we get a bailiffs warning.

I have never been with Shell before and I will happily say after this encounter will never use them in the future. I would not recommend Shell Energy.

Awful Shell Energy – kept my credit balance for seven months. Hopeless admin.

I was a Green Energy customer but switched just as it was taken over by Shell Energy. Sainsburys/EDF who I moved to were perfect and did everything they needed to. But unfortunately I had a credit balance with Green which was taken over by Shell Energy. SEVEN MONTHS later I got that back (OFGEM says must pay within 60 days). In meantime Shell Energy at various times lost my records, denied they owed me anything, blamed me for not having a Shell Energy customer record (never a customer of theirs so not applicable), said that I might not get my money back, denied that they had to follow OFGEM rules regarding repaying my credit balance etc etc etc. You get the picture – clueless, unhelpful and every now and again blaming the customer for their incompetence and disinterest.

Eventually ONLY got sorted out (unless this was a huge coincidence) once I called them out on this on Twitter.

Avoid Shell Energy

In April I contacted Shell Energy to ask them to cease being my provider. I was told that the account would close on May 11th. Lo and behold I have received a bill from Shell Energy. Being a little curious I have called to find that, surprise surprise, the account had NOT been closed and that they were continuing to take money from my bank. The adviser I spoke to today was extremely helpful, hence one star, but if I could rate Shell Energy as 0 stars, I would.

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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