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LEAVE ME ALONE SHELL!! STOP BULLYING ME AND SENDING ME EMAILS ASKING FOR MONEY WHEN THE PRODUCT YOU SELL DOESN’T WORK AND YOU WONT DO ANYTHING TO FIX IT!!!

LEAVE ME ALONE SHELL!! STOP BULLYING ME AND SENDING ME EMAILS ASKING FOR MONEY WHEN THE PRODUCT YOU SELL DOESN’T WORK AND YOU WONT DO ANYTHING TO FIX IT!!!

28 August 2022

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

DO NOT USE SHELL

DO NOT USE SHELL. We have had the worst internet connection for months now and have even had to upgrade our phone contracts just to get online. We have contacted shell several times, who have done absolutely nothing to resolve the issue. They are now trying to charge us 273 as an early termination charge which I refuse to pay as I will not pay for a product that DOES NOT WORK!! LEAVE ME ALONE SHELL!! STOP BULLYING ME AND SENDING ME EMAILS ASKING FOR MONEY WHEN THE PRODUCT YOU SELL DOESN’T WORK AND YOU WONT DO ANYTHING TO FIX IT!!!

Scum

Scum. Had a broadband with them, had to pay exiting fees when moved home, even if they were not able to provide service at the new address. The connection was crap with a router made in 80s

Terrible company with appalling…

Terrible company with appalling customer service.

AVOID, AVOID, AVOID!

Shell Broadband is a joke and a company with no infrastructure!

Shell Broadband is a joke and a company with no infrastructure! The customer services team are not helpful, the ‘tech’ team read out simple instructions as if they are reading the router boxes instructions and if that doesn’t work, they just hang up. It is shocking. Our internet hasn’t worked for 3 months. The Openreach person told us that the router was the issue and Shell are refusing to send a router out. It has been a truly awful experience!

Worst broadband provider ever

I have had intermittent broadband with shell energy broadband for over a month. I was with post office previously and had no issues whatsoever shell broadband have taken over and there’s been nothing but trouble and issues I’ve contacted customer services several times waiting about half an hour to 45 minutes just to speak to someone and I’m constantly getting cut off all the time as well they finally sent an engineer out who blatantly lied saying the issue was fixed after he’d been inside and outside the property and said the issue was outside of the property and tells me is going to switch on a switch from outside and disappears it doesn’t return and my Internet is still not working t’s just as bad
I’ve been contacting customer services they say oh your issue is with your microfilter they’ve sent me that and it’s still not working at the moment I barely have any usage from the Internet yet they’re still charging me per month I’ve asked for compensation and have receive nothing they are a joke. Based on this I’ve had to cancel my contract with them if they could fix the issue I would stay but unfortunately there’s nobody out there who wants to help and I just fed up with it I’m at my wits end with them if I wouldn’t recommend them to anybody avoid them avoid avoid avoid avoid avoid

Criminals

They have increased my direct debit despite my account is in credit and it has never been in debt. I complained and asked to decrease. They have refused this by ignoring my emails and by not answering to my calls. They are bullying me and ignoring all my complaints. I tried to call them and they do not answer to the telephone. They just want to take money out from my account despite I am in credit. They have blocked my email address so that I cannot contact them just because I asked not to be charged for what I have not spent. They are behaving like criminals.

RUDE CUSTOMER SERVICE STAFF

I have been with Shell Energy since September last year when my previous Energy supplier went bust. My Direct Debit covers my current usage £82 per month yet Shell Energy keep insisting that I increase my Direct Debit to cover their “Estimated usage” which is always significantly higher than my actual usage. They do this despite supplying meter readings.
I received a letter last week saying they were increasing my direct debit to £126 from the end of August (there are no price increases between now and the end of august). I called for an explanation and was rudely told that if I was unhappy I had to email “the government and OFGEM” as it was “one of them’ who had increased my Direct Debit. Unhappy with this explanation I sought further clarification and was told “you should stop believing misinformation on Instagram and Facebook.” I then asked to speak to a manager and she hung up.
Eventually made a complaint to the Executive complaints team who responded quickly, apologised but refused to listen to the call it was the responsibility of her manager to do so. However they took the easy route out and compensated me £40 but only when prompted.
It is clear that Shell are operating a policy of increasing direct debits prematurely to build up a large credit on customer’s accounts.
I don’t mind paying for poor service if you are the cheapest however at a time when there is no competition in the energy market I will now be shopping around for a company with decent customer service.

If I could give zero stars I would

If I could give zero stars I would. Appalling service. My vulnerable mum’s landlines has been out of order for 7 days. She has a pendant alarm in case of falls/emergencies which now also cannot be used. She is very forgetful and this is increasing her stress levels immensely. When you ring them it takes around 40 minutes for the call to be answered by a very polite but totally inept call handler. I’ve been told several times that an engineer will work on the line today. That was 4 days ago and still no landline. No one seems to be able to tell me anything useful. This was initially raised as an emergency, unbelievable. You cannot even speak to someone in charge. Please sort yourselves out. I’m losing the will to live here!!!

Whilst I understand gas and electricity…

Whilst I understand gas and electricity has gone up considerably. I live alone and am rarely here, so my usage is very little. The shell app on my phone reflects this and my usage, so I don’t understand why when I am paying more than double what my usage states I’m not hundreds of pounds in credit. I have contacted shell energy twice about this and no-one will get back to me. Do I cancel my direct debit and pay as I use ?

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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