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No customer support, poor engineers and absolutely zero communication

27 Oct 2022

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

Installation engineer didn’t install internet

Installation engineer turned up, didn’t connect my Internet then left.  Only for me to find out, absolutely nothing had been done to set my Internet up. I had to call and try and find out what was going on, only to be left on hold for 25 minutes after talking to a team member then hung up on. Followed by an email saying I will need to reschedule. Thats definitely not ho you apologise! I won’t be giving you any money if your customer service is this atrocious for new customers, I’d hate to think what it would be like if I had any issues!
0/10, couldn’t even set my Internet up. No customer support, poor engineers and absolutely zero communication.

Date of experience: 24 October 2022

Hike of direct debit when in credit

This bunch of fraudsters hiked my account up another 65 pound when I was nearly 400 pound in credit. They are using your overpayment to gather the high interest in the banks. You can change your direct payments on your account. Do this. Or stop your direct debit and pay the bill with alternative means. There projections of your usage are flawed to make you pay more. And remember you are gettin 66 pound a month from the government and they don’t take this into consideration they are out to fleece you.

Date of experience: 27 October 2022


Yet again, Shell have tried to raise my DD by an extra £100 per month to almost £300. I am already £500 in credit. Tried to reduce it via my online account but couldn’t bring it down to a sensible amount so had to join an online queue to chat with an advisor. Queued for 90 minutes before speaking to an advisor. He reduced my DD back to the current amount within minutes. He was courteous and professional, but I can’t say the same for the company.

Date of experience: 26 October 2022

Useless as a Phone Service supplier

Our phone line has gone wrong with four disconnections in 24 hours. We rang them and were kept waiting over 45 minutes on our mobile before they answered. After another half hour talking with them they simply refused to help because the fault was intermittent and told me to contact BT Openreach myself. We will be cancelling our contract.

Date of experience: 26 October 2022

SHELL IS ROBBING YOU for Solar Buyback

talk about bait and switch, i just moved to Shell and they only pay a fraction of your solar, they charge me 12 cents and pay me 5.3 cents for my solar, no wonder no one uses this company Then after 30 days, i cant even cancel my contract they are going to charge me 149 dollars to cancel. Rythm or Green Mountain energy at least pay you the same price for your solar buybacks, THIS COMPANY IS TERRIBLE and just wants to take your money,

Date of experience: 25 October 2022

Shell have recently moved their call…

Shell have recently moved their call center to South Africa, It is now impossible to get through to any support departments. Over the last week, I have been ‘on hold’ for over eleven hours. The email and online ‘chat’ service now also appears to be out of commission. I won’t be able to pay my next extortionate direct debit payment, and have been unable to discuss this matter with anyone. I wonder how long it will take them to contact me?

Date of experience: 25 October 2022

I phoned up shell energy for a tariff…

I phoned up shell energy for a tariff update to see what the prices are . I was advised to go onto there web site to look at the tarrif prices, it said phone the company up for a price . The first advisor put the phone down on me and the second advisor wasn’t much more help either. The company is supposed to give customers a price tarrif as it’s part of the company’s licences to operate

Date of experience: 25 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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