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More complaints flooding in about Shell Energy

“Well I tried to cancell my broadband Yesterday. it took me 1 hour on hold Just to talk to someone. Then finally I got to speak to someone. He was rude.”: “Look elsewhere for your broadband is my advice”

8 June 2022

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

charged for a router i returned, early exit fee!!!

forced over to shell from another company, when i cancelled they charged me early exit fee. then after i sent my router back they still charged me, £35 and cannot get thru without a age on he phone , then transferred to another dept and then another long wait,

Well I tried to cancell my broadband

Well I tried to cancell my broadband
Yesterday. it took me 1 hour on hold
Just to talk to someone. Then finally I got to speak to someone. He was rude. And shouting at me to give him my full name which I did a few be told we caurnt find your account. Then he said you should call back. and put the phone down on me .so after another 1 hour. 20 minutes they finally answer. I told them I wanted to cancel. well then they are asking me why and how much is my bill with sky. and didn’t I want to save I kept saying I want to cancel. but he kept trying to presure me to not my friend came on and told them y are you trying to talk in to it she wants to leave.then he started to get rude.but she said I have you on record. So after that I finally cancelled. This company is a load of crapp. Don’t use for your broadband


After registering as a new broadband customer I attempted to contact them. Live chat not working. On hold on phone for 20 minutes, then told to phone back tomorrow. Complained on the website, just got generic email. Yet they phoned me within 20 seconds when I contacted them via an online form initially to enquire about a package. You get a quicker response on trustpilot from them. Damage limitation comes to mind. Customer service is terrible. They wont get a penny of my money. Look elsewhere for your broadband is my advice. There is also a free £50 credit offer for new customers which I wasnt offered.

A rubbish company

I, like a few others who have left reviews about this company are getting tired of being totally ignored. We try to contact you regarding the bills, broadband services, energy etc. We call, no-one answers. We are left in limbo, we then then replies on here saying ‘An agent will contact you asap’, you sit waiting for calls, no-one does! How on EARTH can you run a business like that? I’m sure others will agree with me on that score? We are wasting valuable money on phone calls trying to get someone to advise us on these matters. It’s like being Ghosted. Apparently, my bill is now £5,000+! It will take me 30+ years to pay that off! and my benefit is £210 per month, incidentally, I’m 64 years old! I would LOVE to know where you’ve got that amount from?!!! When you’ve done your shopping and paid other bills you are left with £-0000! Telling us to call Step Change at won’t help when you have 0 money you have to eat! So come on Shell Energy, come up with a plausible solution for us all because nothing’s working.
I rest my case.
Incidentally, I have had problems with my phone company and, they call me, or email me with solutions to the problems that I’ve had within their working day. I rely on my phone as I’m partially disabled, and I’ve been sanctioned by the Job Centre until next month They’ve helped me sort out the mess why can’t you?

I am really worried.

We are a disable couple, we were with Pure Planet and moved to Shell in October 2021. We have been trying to contact the customer service since January 2022 unsuccessfully asking for a smart meter and the first bill. It is June now and we are very worried about what is going on especially about the amount of the first bill after the increasing prices, we are saving money but we do not know if we could afford it, it is very scary.

Complaints Procedure

I have been in touch with Shell so many times told different things every time. Customer Services really are a waste of time, they can’t help and just say anything to get rid of you.
Smart meter not sending readings. Noted on the account we are not resident at the property due to building work being carried out. Basically told we would either have to accept estimated readings which they highly over estimated or go read the meters. We have read the meter for them. Then told they were read on the wrong day. You couldn’t make it up the rubbish we have been fed.
Finally after several conversations arranged for a replacement Smart Meter to be installed today. Drive 2 hours to meet with the engineer.
On arrival get a telephone call apparently the engineer booked to carry out the work was not qualified? Cancelled the appointment and rearranged for a week’s time.
How on earth can a company book an engineer to a job that is not qualified?
Ok mistakes happen but then to wait until the appointment time to cancel?
2 hour drive to the property 2 hour drive back of course as pensioners we have nothing better to do and we have money to burn on fuel ?
Made a complaint told 10 days to respond to the complaint. Seriously what sort of company is this that we were compulsory transferred to?
The sooner we can change company the better!!!

Delayed, hard to get hold of someone

Delayed started date sure to them not found the switch right their end. Was 6 days late and 8 and half hours trying to get hold of people over the 6 days. They have now offered me for the entire 6 days £4.73 refund, ofcom regulations being £5.25 per day making it £31.50. Shell at giving less than £1 per day. I think its time to put in a claim for my hours, what a joke apparently they don’t opt into ofcom rules. No surprise as my partner who was also supposed to go live with shell 10 days after me had an email 2 days after this start date to say they ate having problems in the area and would update him 16 days later ( he had no managef to cancel and go elsewhere despite them trying to threaten him early cancellation fees and cost of rooter). Avoid at all costs!

After several complaints filed…

After several complaints filed regarding their inability to calculate my bill correctly, eventually resulting in my having to remove their direct debit access to my account and calculate my and pay my bill manually each month, and after receiving several emails threatening to refer my supposed debt onto a collection agency over the £100 or so that we were disputing, out of the blue I received an email claiming that I in fact owed £583.01. They offered me payment plans (6 or 12 months were the options provided) and suggested that I may be in financial difficulty (which I did not claim to be. Anyway, today I called up once more to question this now higher amount (I had given up on the smaller amount we were disputing and was happy to leave the discrepancy on the account) and for the first time in 6 months they successfully acknowledged that my payments were up to date and that in fact I did not owe any amount. They could not offer any explanation as to why any of their colleagues had requested I pay them £583. Luckily I had referred this onto the ombudsman last week.
I eagerly await any compensation that the 3rd party find I am entitled to. 6 months of demands for money which Shell were not owed has come to an end. Today is a good day.

Smart meter display unit has never worked and no real help from Shell to fix or replace

After a delayed installation the smart meter display unit does not work. The meters themselves work so Shell can see out usage, but the in-home display unit has never worked in six months.

I occasionally get a generic message unhelpful reply but no actual update on what the plan is to rectify this or advise on alternative units which I would be happy to buy.

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)

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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