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Transferred over to Shell energy broadband. (Is this supplier of last resort?) Anyway – they are appalling.

26 July 2022

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

This company is going from worse to…

This company is going from worse to absolute sh**e. The app is terrible and doesn’t give you the info you require or it isn’t supported.
The customer service is poor now. It was way better when it was first utility. I can’t wait for my contract to be up to go somewhere else

Dirty scoundrels

I am £250 in credit. By the time winter comes , I will be in around £500 credit yet these dirty scoundrels are to increase my direct debit in 2 weeks time by 15%. I have always immediately topped up my bill in the winter as soon as the bill arrives.
Here’s a quick calculation…. Shell have approximately 1 million uk customers.. based on my £500 credit as an average ,
iIn 4 months time the dirty scoundrels will have £500,000,000 ( 1/2 a billion!) of our money happily sitting in their account! That’s a lot of interest.. £10,000,000?  DIRTY ROTTEN GREEDY SCOUNDRELS
Stop penalising the good payers.#Thanks for you computer reply Sara. Didn’t have any relevance at all to my comment


Useless customer service team, useless company. They’ve listed a stupid £9 outstanding credit on my credit profile when I don’t even have an account with them! I literally had to contact them to setup an account just so I could pay the stupid thing to get it off my credit profile. God only knows how many people they’re doing this to just to get an extra £10 here and there.

ONCE you remove the bad listing on my credit report, I MIGHT amend this review.

Don’t believe any of the good reviews you read on here about Shell, they’re a bunch of thieves who can’t read simple messages.

Disorganised and wasting my time

Disorganised and wasting my time. They’re not accepting and updating my account with my updated meter readings and overcharging me.

They have put incorrect meter readings and email me to tell me to call them back and the person on the phone is of no help and tells me they will call me. Seriously!

No answer

I have spent hours on the phone and constantly get cut off to cancel an order.

1 star for shell, 5 stars for Hayley

I was a Post office customer from years ago. Stayed on a rolling contract with them. Transferred over to Shell energy broadband. (Is this supplier of last resort?) Anyway – they are appalling. I moved house and don’t need internet with them any more. I gave them no notice as I had to be out quickly and just wanted to pay as I no longer have direct access to email etc. They cancelled the Direct Debit but have been unable to take the payment for the outstanding amount… They want to take 2 months line rental off me then refund the remaining credit when they system calculates it. I’m obviously not happy with this so have refused to pay. Plus they also now want the router back.
I have made lots of calls to try and resolve. I have asked where this 30 days notice has come from as the last paperwork from the post office said that I had to give 15 days notice. (Are the adding 15 days onto the contract of every broadband customer that they have taken from the Post Office? This could be a watchdog story?) Anyway – I was also under the impression that the router was free (and I was years out of my initial contract and never upgraded or returned it). So this is already being used for other purposes. I stood my ground and asked for a copy of the contract – they are unable to provide this apparently even though they use it as the evidence for these clauses. I have been unhappy and so I kept ringing and ringing giving them grief at this appalling situation as it appears unresolvable. After probably 15 or so phone calls I decided to ring again (I can’t answer the manager call backs- is this my fault too?). This time someone called Hayley answered. I was preparing myself for the usual be awkward as they can’t do anything. Anyway, the phone call took 50 mins or so but Hayley was in email contact with someone not working from home and managed to get this whole situation sorted out. Due to Shell’s systems the bill still won’t be updated until 27th August when I will hopefully be able to pay this off once and for all – I still don’t understand why this takes so long as the actual amount can be calculated, but I’ll wait and see what happens. But thank you Hayley for turning the call around and resolving issues whilst I was there. Hayley – I said I would give 5 stars to you, which I will but this review is for Shell and as such they still get a 1! P.S. Denise – thanks for your help too! Shell – All I want to do is pay the amount I owe and be done with you. I’ll try to update around the end of August and see if we can finally be done with Shell 2 months later.

Shell Customer Service

Shell took over my electricity account from Pure Planet in October 2021. Despite emails saying I needed to do nothing they failed to take over the direct debit and failed to get the account setup. 9 months later the account becomes active but with a massive bill that does not reflect my usage. Customer support is poor even having triggered the complaints process. A different person every time with repeat requests to provide information already sent. Still getting no where 9 months later.

Terrible service and customers approach.

Terrible service and customers approach. I’ve been transferred to this supplier after Pure Planet has gone bust. As of day one the things are complicated for me with Shell Energy. Customer service agents who can’t answer to a simple questions about my bill is the top of the iceberg. The last “present” I received from them is a false entry on my credit file for an adverse credit. After tens of calls, asking for this to be corrected, I was informed that they could do this in the next 20 to 30 days. When it’s going to be noted on my file and my score is going to be recovered, no one can tell. I don’t know what is going to happen with a very important credit application which has been affected very badly by the actions of this incompetent people…

Incredibly poor customer service and…

Incredibly poor customer service and clearly no training given on equality and diversity.
My elderly mother has an account for telephone and broadband. Every single month the bill arrives on the due date or after, the actual billing date being 2weeks before.

I have rung up three times to ask that this is changed, it worries older or vulnerable people if they think they are late paying and each time told that “it’s ok, you can pay up to 2 was after the due date” yet every single time they send out a reminder 2 days later (by which time it’s been paid!)

They’ve told me they cannot resolve this date issue and have been trying for 6 months. They say ‘well have an on-line account and pay that way’, pushing people towards digital rather than considering different customers have different requirements.

I am a named person on my Mum’s account (she is deaf) and whilst they will talk to me, they will not allow me to set up a DD. Every time the same thing, “do you have power of attorney?”, no because my Mum is deaf not needing anyone to make decisions for her.

Is this how Shell Energy treat everyone who is older or with a disability?

The man I spoke to this morning sneezed during his opening line then sniffed and coughed throughout without any apology. Honestly never dealt with a company that cares so little about it’s customers.

Shell is not up to scratch when it…

Shell is not up to scratch when it comes to their services and customer care. Shell left me with an unfinished job and rejected to complete their work even if it is clearly instructed by the engineer who was on site. Shell systems was down and he could not pair the gas meter.

Plus they made me swap my smart meter when the engineer confirmed that my previous smart meter was operating just perfectly fine that Shell could not make it work and instructed a replacement even if it was not necessary.

No monthly statement and over paying

I was switched to Shell from Pure Planet and immediately my bill went up by more than £100 a month to cover “a small debit balance”. That was a few months ago. I recently decided to look at my account and discovered I was more than £300 in credit and have now reduced my DD by over £100 a month. Surely the company should have advised me that they were reducing my DD. I should not have to work it out for myself. Very disappointed. Imagine there are a lot of non-tech savvy customers who are lining the pockets of this greedy company. Perhaps a regular statement might be a good idea Shell?

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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