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Useless Shell Energy Broadband

22 Oct 2022

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


Useless. I signed up for broadband but cancelled in the 14 day grace period because their customer service was so bad. Now they have referred me to their collection department and are hounding me for money, but will not send me any bills or evidence that I owe them money. Avoid them at all costs. There are awful to deal with on the phone too.

Date of experience: 22 October 2022

Terrible Customer Service

I’ve waited 7 weeks to get Shell broadband installed and am still waiting!! I’ve raised numerous complaints and spoken to various people (Magdalena, Marie, Jonathan, the list goes on!) yet none of them are able/willing to help. I’ve requested call backs from supervisors but never get one. Do yourself a massive favour and choose a different provider for your broadband!

Enquiry# 15362720

Date of experience: 21 October 2022

The worst company I have ever dealt…

The worst company I have ever dealt with for broadband. Bill is never the correct price always over for some random excuse. Constantly hung up on when calling. Over charged me for months owed me a fortune and when I asked for the refund to be put in my bank they said they couldn’t and put it towards a new charge on my account and kept my money. Very rude staff also.

Date of experience: 05 October 2022

Absolutely disgusted right now

Absolutely disgusted right now. My elderly mother’s number was changed without her consent and Doctors etc.. cannot get hold of her. She has had the same number for 45 years and it is VERY upsetting for her. Trying to call them is a joke – nobody answers and when someone does the phone either goes dead or they say it’s sorted and it isn’t. What an absolutely awful company. DO NOT GO NEAR THEM

Date of experience: 17 October 2022

Avoid like the plague!

Avoid like the plague!! Haven’t been paid the government energy help. Have raised the issue with shell 4 times now. Have been given 6 excuses, 3 excuses by the same advisor in the same conversation. Their customer service team are abysmal. They have blatantly lied to me. As soon as it is viable i will be changing supplier. They have no complaints dept. that you can speak to, or that is what I have been told. Never before had an experience with a large company like this.

Date of experience: 20 October 2022

If I could give no stars I would

If I could give no stars I would.

Abysmal customer service. Was charged £30 for a cancellation fee for an appointment (something which they themselves cancelled. Not me!).

Had my smart meters fitted. Failed to mention that for six weeks I’d have no meter readings at all on the smart device or in the actual fitted meters.

Failed to make any changes to my account regarding bills when they charged triple the amount I was actually using each month despite pleas and letters for them to do so.

Awful company.

Date of experience: 22 October 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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