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I am a Shell broadband customer. The customer service is appalling and everyone I have spoken to has been disinterested and unsupportive

I am a shell broadband customer. The customer service is appalling and everyone I have spoken to has been disinterested and unsupportive. Definitely wouldn’t recommend them.: “Terrible company. A real joke…”

25  August 2022

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

I am a shell broadband customer

I am a shell broadband customer. It is a cheaper provider and you get what you pay for. The customer service is appalling and everyone I have spoken to has been disinterested and unsupportive. Definitely wouldn’t recommend them. No app either and it just redirects to the browser which is ridiculous in this day and age.


Terrible company. A real joke

Please do not go with this company. This is the THIRD review I am leaving in hopes that the company will realise how awful they are.

After all the issues with incorrect billing by shell, taking £1300 from my account, I called three weeks ago because they finally issued me with correct bill but failed to realise I needed a refund. I called and was told yes you’ve requested a refund it’ll take 10 working days from this phone call. Three weeks on I’ve not had a refund. Received phone call saying it’ll be another 10 working days!!! That’s another 10 days you’re holding onto my money!!! This is beyond a joke. THE WORST COMPANY IVE HAD TO DEAL WITH!!!!

They are claiming I owe them money when…

They are claiming I owe them money when I should actually be in credit. I have been trying for weeks to resolve this via emails and the chat with no luck. Horrible customer service and a dishonest company that steals from you and does nkt admit or fix their mistakes. Horrible experience.

Edit: I have already logged a formal complaint.

Unethical company!

Sorry can no longer do business with a company like Shell. Its just unethical! Have you seen the human right reccord of this company! When it comes to ethnic minorities in foriegn countries! AND they are trying to open up a new gas field in uk when we all know its a road to hell!

What a CARTEL the power industry is with a licence for Rob customers.

What a stitch up, Truly shocking.
After going to the Ombudsman complaining about SHELL ENERGY over CHARGING. SHELL had to send a refund and £50.00 as a GOOD WILL PAYMENT. With SHELL sending no bills showing how they have arrived at their amounts. By using figures from e-on next FOR standing charge it should be about £41.11 for 57 days.
ONE unit of GAS and 20 units of electric can NOT cost £78.73. total £119.84 for an empty property.

SHELL ENERGY must be the most expense company out there.

NO wonder their profits are so high, their ROBBING CUSTOMERS as they know they can’t go else where.

The Government will NOT looking to these companies as they will be opening a CAN of worms. plus think of the lost VAT and wind fall tax they will miss out on.


I asked a simple question about…

I asked a simple question about overnight tariff and I got a generic nonsense about how the tariff I am on is the best I can get. Well Hitler was the best Germany could get in the 40’s. Answer the question!

They don’t respond to emails

Smart meter stopped working a month ago. I emailed their customer services and got no reply. A couple of weeks later I get an email to say my smart meter is not sending them readings. I replied to reiterate that my smart meter is faulty…. Still no reply. Now they have emailed me to say it’s time to submit my meter readings. MY METER IS NOT WORKING!!!!! Surely with the £Billions of profit they make every month, they can spend some on customer service. Hopeless.

Ignoring communication (emails)

Shell Energy are now ignoring my emails, previously when they did respond it was just cut and paste extracts from my online account. When I phoned to resolve the issue the agent decided to hang up due to it being close to closing time. I can honestly say it is the worst customer service I have ever experienced in my life. I have requested that management respond to me but I have heard nothing for weeks, I am looking to take this further.

Received an SMS from Shell Energy and I…

Received an SMS from Shell Energy and I quote. “Hi, your meter has reached end of it’s life time and needs to be enchanged…”
No meter can reach it’s life time! It counts, that all it does, if it counts and I’m sure it does as does yours too, there is no need to change it. This is a forcefull way of the energy company scare tactics for you to switch to a smart meter. There is no law that can force you to do so. Shell Energy, you have my midle finger. Sincelery, an electrician.

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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