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Shell Energy Broadband bombarded by complaints every day

“Absolutely useless company. My broadband has not worked properly for a month now. They offer such poor customer service that they are not able to correct the fault.”: “DO NOT USE THIS USELESS AND COSTLY EXCUSE FOR A COMPANY.”

7 June 2022

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

Very very slow download

Very very slow download. Seems to have got worse !!!

Absolutely useless company

Absolutely useless company. My broadband has not worked properly for a month now. They offer such poor customer service that they are not able to correct the fault. I tried to submit yet another complaint after receiving my bill this afternoon and even that facility doesn’t work. It’s time to find another provider. DO NOT USE THIS USELESS AND COSTLY EXCUSE FOR A COMPANY.

Reply from Shell Energy

Reply from Shell Energy for Home Customers.

Good morning Bob, First of all I’m sorry to hear about your wife being unwell and hope she is feeling better soon. 

We’d be happy to help look into this with you. I’d be more than happy to arrange a call back to resolve this for you so can you please update your review with your account number? Alternatively, can you please send us a Tweet or Facebook Message where we respond within 1 hour. We’re online from 8 am to 8 pm, Monday to Friday, and 9 am to 4 pm on Saturdays. We’d love the opportunity to turn this around for you. Thanks for your cooperation – Matty

Good afternoon Matty,
A “call back”, do you mean phone you, I can’t phone you, can’t phone anybody, our phone has been down since Saturday 28 May, internet mostly down since Monday 31 May.

Can’t send a Tweet or Facebook message, not on either. Friend contacted Shell Energy Twitter on our behalf, was asked to DM, unable to DM, Customer Services broke off communication (twice).

Passed my complaint onto Shell Energy CEO, reply received “have escalated your email below to the residential Shell Energy Retail CEO team to pick up and respond directly with you. If you have not had a contact within 5 working days, please email me again and I will escalate further”. Dearie me, another “5 working days”.

Same day from the “The Shell Energy Broadband Team” on behalf of CEO. “have escalated your case to our Senior Technical Team to investigate further”. “kindly provide an alternative contact number such as a mobile number” Informed them, I don’t have a mobile phone.

Also, “I am at a loss to understand why you can’t discuss the problem via email. My internet, unlike my phone, isn’t down all the time. All my details regarding my problem have been supplied to CEO Jodie Eaton and various other Customer Services. I’ve tried all the information available on your website and the same information suggested in reply emails to myself. I’ve notified all, none of the suggested information rectifies the problem.”
What next?

Kind regards.

Shell don’t trust em!

First they Said I was moving{ lie }then I messaged them I’m not moving house they said we know then 1 week later they said goodbye email saying enjoy your new house then then they stopped my service so I rang them 2 hours of my life. Weeks they have been saying they will contact me about my complaint they tried but I was at work then today message we have closed your complaint unbelievable what a bunch of deadbeats!! please don’t use these anyone just not these they don’t care I did meter reads every month for years only shell could mess that up now just had message we have opened your account again and what shell your the worst of a bad bunch

3rd complaint and still no customer service contact

This is my 3rd review about the shambolic service or l should say lack of it, that l’ve received in relation to my broadband. My 2nd review was simply about not receiving any follow up about my initial complaint. I did get a reply apologising that no one had been in touch and that someone would be in touch asap..that was the 20th May and still l wait. Looking forward to seeing how they reply to this review and it’s now a joke that customer services haven’t been in touch..poor poor poor.

I tried to get on the broader group…

I tried to get on the broader group regarding the warm home discount for two years couldn’t work it out kept pressing the plus sign then I phoned up for someone to help me just got the same form I then sent e mails complaining got no help got a phone call to get in touch with the dwp didn’t bother and also asking for proof of benefits do they ask everyone for this?. Have been complaining again because in the sun newspaper someone else was complaining about the same thing and then wait for it I have passed away (did anyone else receive one?)on my birthday so Eva rang me she wasn’t helpful and wanted a copy of me passing away because Eva couldn’t find it how quick I was to take a picture of it because she didn’t believe I was sent it still waiting for a reply other than that I can’t fault the rest of the staff anyway whoever sent the dead e mail you spoilt my birthday so waiting to hear what else they throw at me if anything Linda (still alive)

A level of incompetence I have never…

A level of incompetence I have never experienced in my life. I have been charged £124 from them when I am not their client, I have no connection with them at all and I don’t even own the property that they have charged me for anymore. When I provided plenty of proof that they have got it wrong and I paid my final bill before selling the house, they continued to be totally unaware of the situation and continued to send me ‘outstanding bills’. Utter abomination

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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