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Never use Shell Energy for your phone line or broadband!

18 Sept 2022

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

Do NOT use this organisation for your telephone service!

Never use this organisation for your phone line or broadband! Their customer service is disgusting and they have failed to re-connect my vulnerable sisters phone line, which means she has no form of outside communication and her well-being is currently compromised because Shell Energy will not help me to help her. I have spent hours calling people who will not help me at all… they seem to want to annoy me and have no desire to help my sister. Never use this organisation because they don’t care about their customers… only about making money!!

Date of experience: 15 September 2022

I have been with post office broadband…customer service

I have been with post office broadband for over ten years.I kid you not, never a problem. now shell energy has taken over it has not been 6 months and the problems have started, threatening emails…

Date of experience: 16 September 2022

Crossed landline cables with someone else

They come to change broadband router but crossed my landline cable with someone else if i dial my number it’s go somewhere else.i fill online form 2 times but no response then I called them 2 times they said engineer will come and solve it but 2 weeks over no one come to fix it .really disappointed

Date of experience: 02 September 2022

Worst company I have ever dealt with

Worst company I have ever dealt with. I have been with them since March 2021 after many requests they finally fitted a smart meter in June 2022 it doesn’t work it never has I still don’t have a working smart meter and or working IHD or even a working App. The app on my phone only gives estimate nothing is up to date and it’s now September 2022. No complaints have been resolved so have now placed my complaint with the Energy Ombudsman. I suggest you all do that. For a company that is making millions of pounds profit their customer service is rubbish the handling of complaints is worse than useless. I have had 18 months worth of web chat, emails and phone calls with this shambles of a company and I am no further forward.

Date of experience: 18 September 2022

Customer service non existant…

I took over a property in February and had to continue with Shell. I replaced the electric radiators and had a smart meter fitted with single rate, not dual as before. Constantly told by Shell to raise my Direct debit to £300 per month. Cannot get a bill but my readout from the display says I have only spent £225 since May and I am over £750 in credit. I have had two conversations with Shell yet no positive outcome or bills, just empty promises. As with most multinationals Shell are happy to keep our money but the customer is only a nuiscance to them.

Date of experience: 18 September 2022

Nightmare switch process

Since January 2022 I am during moving home process with Shell to another property. I am receiving bill from Scottish Gas with which one Shell didn’t fatigue to contact about my move.
I have been reported by Scottish Gas to my landlord as I am not paying gas/energy bills. Waiting so long time for simple switch . NONE OF BILLS FROM SHELL WHERE SENDED TO ME AND NOBODY BOTHERED TO RESOLVE PROBLEM. being ignored entire time. Acc says there is problem with my switch and they are working to resolve this. Since January really? Happy to reported company further. Thanks for no help with

Date of experience: 16 September 2022

Worst experience of any energy provider…

Worst experience of any energy provider I have ever had. Spent over 4hrs since last week, trying to move my energy from my old house to my new one
I was asked for pictures of the new meters. Did that. Was told all received. Now getting emails saying I haven’t done it in the first place.
I have been on hold, had the phone put down on me from people who clearly work abroad.
I have always been polite but to the point. I believe that shell don’t want to transfer my contracted rate because they are loosing money on that original deal.
All the time British gas are pulling my pants down. I have also been told by email, that I am not registered at this address with the current supplier but I have an account number and an online portal to my account with British Gas. Spent about 30 mins this evening being passed about from one service to another. Ended up having a chat with the switch board lady. She was very nice and polite. Couldn’t really help me though.
I realise there are real world pressures but this takes the absolute Mick. Will defiantly be reporting to the ombudsman
Avoid like the plague. I have heard octopus are better

Date of experience: 15 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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