Shell Energy customer service is rubbish, broadband slow and always dropping out

“customer service is rubbish. broadband slow and always dropping out, cant watch a full movie. waste of time calling then. they are insulting.”

14 Nov 2022

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

customer service is rubbish

customer service is rubbish. broadband slow and always dropping out, cant watch a full movie. waste of time calling then. they are insulting. you pay the bill on time and still get threaening letters saying the will cut you off for NOT paying the bill. no respect they call you by your first name.on bills. dont encourage them steer clear of them.

Scam direct debit system …

Scam direct debit system … a multi billion pound business fiddling the system to ensure THEY keep money in the bank by ensuring you KEEP THEM IN CREDIT! Totally wrong system – all they need is to rename the business Dick Turpin Energy!

Iv’e had line fault for over a month…

Iv’e had line fault for over a month now,the engineer came home and found the fault was 150 metres down the road but it needed part of the road to be closed as the pit was in the road.He said he could do a temporary repair by bypassing the pit which should work but it hasn’t so Iv’e been on the phone at least five time since and we all know how long it takes trying to get through on the phone at least 40 minutes each time,and still Iv’e have this problem,don’t touch this company with a barge pole.My next action will be contacting South West news to help it seems as soon as it’s in the spot light companies get their acts together.

Shell rip off!!

Please read bills!!! I was in credit over £400 I asked for it to go in my bank and they sent it and then reversed it for no apparent reason and now have said we sent you a credit to your bank account. My bank account shows they haven’t. I made a complaint and I’m still waiting over 5 days . So cancelled my DD I won’t be paying until my money is returned !

Outrageous overbilling…

Inexplicably charged us four times the amount for two months only which added up to £1500 extra. They couldn’t explain it so we took it to the Ombudsman and they offered us £75 compensation. Shell Energy (and the energy Ombudsman) are therefore off our Christmas card list for eternity and they have gained a one star TrustPilot review for their efforts. I sincerely hope they lose at least £1500 in new business as a result of this review.

In home display useless

I’ve now raised three enquiries for my in home display not working and still not resolved. First responses was embarrassing “it will take up to a month to connect over a distance of 2m to the smart meters”!
Now just seem to get a standard email response or a telephone call which is no help. No gas spend data on the app either. Come on Shell please get these basics sorted.

Bill incorrect and they ignore the issue

Issued a bill using their own estimated reading despite being provided with a lower actual reading on time when requested. When I queried this and asked for a corrected bill I was sent a load of text copied and pasted from their FAQs despite none of it being relevant to what I’ve asked. When I followed up I’ve been been ignored for the last 3 weeks. Terrible customer service from the incorrect bill through to refusing to respond to their customers. Looking for a new provider.

Massive unwarrented DD increase

Justifing a massive increase in Direct Debit by estimating I will use 235% more Gas and Electricity in the next year than I have actually used in the past year. They won’t answer emails and have produced no justification for such a mad estimate. And I am over £700 in credit! Avoid Avoid!

Poor customer service

Been with Shell for two years and they won’t accept a meter reading, and seem stuck on meter readings for a meter than was taken out before i even moved to shell.
Two years and 20 conversations later I’ve had to move to another supplier.

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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