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Shell Broadband service is dreadful, you cannot contact anyone to complain

12 Sept 2022

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

Broadband service is dreadful

Broadband service is dreadful, you cannot contact anyone to complain, on hold for 30 minutes today without speaking to anyone. Now they have closed for the weekend. I have sent emails but not received replies. They have lost my payments. Avoid, they are not fit for purpose.

Date of experience: 09 September 2022


They cut off my 87 year old moms phone. This isn’t just a phone for people of that age its and essential lifeline.
After spending an hour on hold I eventually got through to the customer service department. They said a bill hadn’t been sent because of billing issues. That’s why it wasn’t paid.
So, I settled the bill over the phone.
The following day the service was resumed and a demand for the money paid over the phone was sent to her house.
How incompetent are these people.
I spent another hour on hold. No reply to the call at all this time.
No response to my emailed complaint.
Obviously I now have to find another provider.
But a lot of stress for my mother.
They are the worst of the worst.

Date of experience: 10 September 2022

Not bill has been updated since 9 March 2022

Disappointed not the bill invoices have been updated since 9 March 2022 on my home energy(Gas & electric) account. but DD payments( £493) have been deducted every month. I have used an online chat, but it did not answer what I requested( when my energy bill can be updated? as it’s Mid of September 2022) I just want to know what they charged £ 493 for the Gas & electric bill during the summer time. Very bad customer service, I have no choice but to say goodbye to Sell Energy and switch to another energy company.

Date of experience: 10 September 2022

Appalling Customer Service

After having moved away from an excellent energy company (Pure Planet died because of the energy crisis), it has been a deeply disappointing to be with Shell Energy.
After having been told the advantages of a smart meter, I agreed to have one installed in early August 2022… and then the problems began.
The first thing is that the meter did not register at all – with no readings for gas or electricity usage. I contacted Shell Energy via their chat service (spending an hour at least waiting to get to an operative) only to be told that the smart meter could take up to a month to come online. I then contact them at the start of September, as the meter was still not online. Again having to go through the chat (another hour wasted) and eventually having to send them an email via their website. They responded by saying that the gas meter was not working at all and it would need to be replaced. I replied to them to say, OK, I give you permission to come into the garden (there is no fence on this part) to repair it at any time. Almost two weeks later there has been no action on the part of Shell Energy. No attempt to contact me, no attempt to make a repair. So, today I go on to the chat system (you are at position 44!) Over an hour and a half later, I come to position 1, there is noise and my chat is disconnected. No indication of any position in the queue. I’ve merely been bumped off the queue.
In all my years in business, and as a consumer, I have never come across such poor customer service as I have received over the last few weeks.
Out of 10, would I recommend Shell Energy to any friends, family or acquaintances? The answer has to be an emphatic ZERO out of 10.
This is my first ever Trust Pilot review, but I am at wits end.

Date of experience: 10 September 2022

Customer service support don’t do their job right and shell charges wrong!!

Customer service are so mentally exhausting! I’ve spent so much time constantly phoning and being lied to. I think the issue is resolved then check the account to see the same mistake! Now on the phone to shell again – waste of my time!

Really disappointed in shell, have caused my family so much stress in the last few months with charging us extra for months, when we finally got to the bottom they finally realised and our account balance was updated… we’ve been waiting for that refund since august 16th … it’s now September 10th.

How long does it take to refund??? Why am I chasing you guys for my money back that you was so quick to take out!

Date of experience: 10 September 2022

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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