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Shell Energy – a company with ZERO compassion


24 Oct 2022

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


I recently contacted shell energy about my mother in laws phone . we canceled her phone as she has gone into end of life care .they then send a threatening letter stating they want there router back .I respond to them stating my mother in law has never had broadband or a router . they ask for extra info gave them that then they say they cant discuss as we are not the account holder .which bit off she is in a hospice on end off life care dont they understand !!!!! nice to see a company with compassion not this company

Date of experience: 24 October 2022


For almost a year now I have battled tirelessly on a weekly basis with this incompetent company! Emptied my acct twice now with ridiculous amounts of money! Without any notice whatsoever. 5 complaints in, that that keep closing without explanation and I’m still no closer to accurate usage bills. This company even threatened me with “if you don’t have a direct debit, we won’t stop debt collectors coming” all of this through absolutely no fault of my own
Worst company I’ve ever dealt with

Date of experience: 21 October 2022

Don’t not use there broadband

Don’t not use there broadband , first time customer, could get me live on the date , engineer failed to show, 2hours call with no further forward , 4 days no internet also got hung up on with complaints team , all they do is pass the buck to each department,so I have sent them the router back ,and I bid them a farewell as there a shambles of a company

Date of experience: 21 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

Put my Direct Debit to £416…

Put my Direct Debit to £416 per month without any notification whatsoever. IHD still not working or showing meter readings. I’ve no way of telling if what Shell are doing is correct.

Smart meters installed in April and still not a single meter reading or usage data displayed.

Completely and utterly useless and crap.

Date of experience: 24 October 2022

Absolute rubbish service

Absolute rubbish service. Whilst online, I was able to change to variable direct debit payment. No problem. The next action was to request a substantial refund of credit in my account. Oh no! Now we have a technical issue with IT. COME ON SHELL, pull the other one, you’re just making it difficult. I can’t wait until we get some competition back in the market. Your customer services are rubbish!

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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