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A Trustpilot verdict on Shell Energy: Money grabbing scum bags

“Money grabbing scum bags…”: “Simply Criminals”

21 August 2022

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

Money grabbing scum bags

Money grabbing scum bags, they have had record profits this year and continue to increase my DD amounts even though i have solar panels and am in credit!  Will be switching providers as soon as possible

Simply Criminals

Simply Criminals

Paying £325 in advance of bill monthly. Account in credit and credit is increasing each month. So now they are saying I need to pay £408.00 or a one off payment of £496.21 for a prediction in February which has been wrong by +£200 each month, “To keep your account on track”. Evidence below. Where is OFGEM.

Current balance
To keep your account on track, we recommend increasing your monthly payment to £408.00. As an alternative, you could make a one-off payment of £496.21 and keep your monthly payment the same.


Awful installation of Smart Meter

I asked Shell Energy to install a smart meter. Their service was appalling. The engineer first visited in February 2022. He was unable to complete the work on his first visit because he did not have an In Home Display (IHD) on his van. I don’t have a problem with that, because these things sometimes happen. My issue is that Shell Energy were completely incompetent and totally unhelpful in resolving the issue. They gave me multiple excuses why they would not send a second engineer to complete the commissioning of the IHD. I am technical by background so I know they were talking rubbish and that their explanations made no sense. They were simply trying to save cost and not send an engineer. In the end, I made a formal complaint to the Ombudsman Services. When they intervened, Shell sent an engineer and – guess what – he fixed it in literally one minute using his handheld tablet. But this was not until August 2022. So Shell Energy took 6 months to make this work. Absolutely terrible. I would not recommend Shell Energy to anyone.

Shell energy owes me money- I moved…

Shell energy owes me money- I moved around 4 weeks ago and have tried calling them several times but their systems leave me waiting and listening to the same repeated messages about smart meters and online accounts. I’d just like the money back that I’m owed please Shell. As a single parent I shouldn’t have to resort to leaving a bad review.

I was lumbered with this co when…

I was lumbered with this company when they acquired the customers from failed GoTo. Had an issue with them implementing smart meters that weren’t compatible so didn’t get a bill for months and threatened to charge me £155 to sort if they had to visit the meter! My credit balance when I left them 1/7/22 is still not refunded which is now well overdue. Apparently takes 8 days even if they are in the wrong. Shell must be struggling for a few quid. Bring on the windfall tax I say – greedy company that don’t do what they say!

Worst utility customer service I’ve experienced, ever!!

Firstly, I would like to say Faris H was most helpful today and he would get 5 stars.

ShellEnergy get 1 star but they don’t deserve that many. Since moving to ShellEnergy some 10 months or so ago after Green Energy went bust, all I’ve wanted is for them to take a meter reading from my SmartMeter and provide a bill based on these readings. To date they have failed to do this every single month. I have contacted ShellEnergy so many times I’m bored with the lack of action.

In addition to this many Electric users who are on Economy 7 shouldn’t be, unless you charge a car overnight or have storage heaters. If you don’t have these I suggest swapping to a standard tariff and save money.

I live in hope that today is the last time I’ll have to contact ShellEnergy but I know it won’t be.

Speak soon ShellEnergy.

David, Gloucestershire

smart meeter or not so smart shell

Had a smart metter fitted in April gas is fine, However Shell has ent a email to state they cant get electric metter to work its not sending readings They want me to send in a reading each mth. The smart or not so smart has much smaller digts than the metter they took out not so easy for a 79 year old to read not happy with the service. All the information both paper and on line state these metters work straight away not when in the furture when there is a update. We have paid for a item which is not fit for purpose

Help I need to pay my bill

extremely late bill and now the automatic payments line doesn’t work ,how can I pay my bill I give my account number and the postcode as asked and it says not accepted. I am disabled and nowhere near a post office, so can’t pay it as as suggested by a very rude customer services, who then put the phone down on me.

AVOID Shell Energy

The WORST service, communication and response I think have ever experience.

We moved into a new rented property on 14 July 2022. As usual for these situations, we have to register with the energy provider and set up an account in this house. Since the date of moving in, I’ve lost track of the times I’ve called Shell’s customer service. They are yet to resolve the following:

1. Setting up the pre-pay electricty in my name, replacing the previous account and giving us an account number.

2. Changing our gas account to a direct debit payment (should be straightforward right? Wrong!).

3. Making both the electricity and gas accounts accesible through their online app/website, something Shell promotes a lot. I had to call multipe times to get the gas account set up online and the electricity is still waiting, currently not accessible online.

4. Once the pre-pay electricity is registered, we want to change it to direct debit too (because it’s cheaper and easier). I’ve mentioned this everytime I’ve called, we’re still no closer more than 2 weeks down the line.

Additional customer service problems:

• Have NOT responded to email complaints or web form complaint. Not even a reply to acknoledge reciept.
• Really long waiting times to call customer service.
• Constant confusion over our two account types, muddling up which payment method we have and some operatives clearly unsure of what they are looking for or can do to help.
• Having to be transferred around multiple teams, as no one person seems to be able to resolve anything.
• Regularly cut off when being transferred to different teams (sometimes they answer and then cut you off straight away – suspicious, no?)
• Requested a call back, when they called there was just a silent line and then cut off after about 10 seconds.

I’ve just been in touch AGAIN with their customer service whilst writing this review and spent 39 MINTUES on a call that was eventually cut off, without resolution.

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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