Shell Broadband Terrible service, always on hold, lack of support

Shell energy are crap: I have been attempting to get a refund on my large credit balance for the last three Days. What a Joke! the online method doesn't work despite way to many attempts. Then transfers me to the online chat bot LOL. I would get more sense from a Indian call centre keeps bouncing me back to the online refund method. I did try phoning yesterday 27/09 but after approximately 50 mins of waiting I gave up! Bet SHELL would be straight onto me if I CANCELLED MY DIRECT DEBIT!!! Date of experience: 28 September 2023

The worst broadband company I had dealt…: The worst broadband company I had dealt with. The terribly unreliable connection, drops off all the time causing issues at work since I work from home. Contacted customer service maybe 10 times but nothing resolved. After a year of struggling , I decided to terminate the contract 6 months earlier and pay the penalty. I will never ever work with this company... Date of experience: 29 September 2023

Constantly harassed: Constantly harassed and Passing my personal details to a private company for a smart metre. Avoid!!. Left me with no alternative but to find a new energy supplier due to the constant phone calls and texts. Date of experience: 29 September 2023

Dire ‘customer service’.: I have just called to ask if I can lower my payments from 1st October due to the change of energy prices. The lady on the other end of the phone (South African accent) said ‘don’t you think you should call back on the 1st October?’ in such a

condescending and unprofessional

tone. I was gobsmacked! Whoever this lady is, she really needs to learn some customer service skills if she answers phones for a living. I told her I’d call back to speak to someone helpful. Date of experience: 27 September 2023

Constant Debt Collection Calls: I moved into a new house, and pretty much straight away I was getting called from a debt collection company, sometimes multiple times a day.

It wasn't even my debt, it was the previous owners unpaid energy bill with Shell Energy.

After a few weeks of constant calls I set up a direct debit and paid anything I owed to Shell. I asked for the calls from the debt company to stop. They didn't. Eventually it did die down. However one month, after paying my direct debit, there was £20 still left to pay. I wasn't aware of this and hadn't received any email asking me to pay. Instead I started getting calls from the debt collection company over £20 I owed, which had been on my account for about a week, and which I wasn't even notified about. It's basically become harassment which is completely underserved. Even when I was on holiday I was getting constant calls. I think it's a ridiculous way to treat customers and I will be switching energy provider as soon as I can. I've compared the energy rates and they aren't even that good. My advice to anyone thinking of going with Shell Energy would be to avoid and go elsewhere. Date of experience: 29 September 2023

Shockingly terrible service: I have never encountered such terrible customer service. I am the landlord for the property in question. My previous tenants vacated the property without notice on 21 July 2023, however they notified Shell energy that they left on 10 July 2023. I am now receiving bills at my property for the period 10 July 2023 onwards. I cannot be held liable for paying my tenants bills. They switched to Shell Energy themselves. Any debt that they have, Shell is responsible for chasing up with them, not me! I have provided the first tenancy agreement, final tenancy agreement, dated photos of gas and electric meter and dated CCTV footage of the tenants relative dropping off the keys at my property explaining that they had moved out of the property and gone to Romania, on 21 July 2023. How is this not sufficient evidence? This is absolutely unbelievable! I spent 3 hours this morning trying to resolve this mess, and the issue still remains. I was transferred 4 times from person to person. Then I was told systems were down and to contact you via live chat. I was then told by live chat that this query cannot be resolved via live chat after and hour. I have sent about 6 emails now. Can someone with clear English please contact me to resolve this as soon as possible. I am sick to death of trying to chase this up. I will be seeking legal advise if this isn’t sorted out swiftly. Date of experience: 29 September 2023

where do i start!: where do i start!, had three phone calls then hang up when i answer, when i phone back get through to at least five people who just want me to have smart meters thats all the know, must be on a commision, all i wanted was a gas meter finaly got through to someone who seemed to know what they were talking about. said i needed an mprn number needed to phone 08000294285 which turned out to be uk electric, just spent another half an hour listning to a music backround sent through another three people, to set up an account for gas, got through to a nice gentleman who told me i need an mprn number, he told me it will be on the meter when fitted at least he never gave me a phone number.no i dont want your smart meters. Had to edit got another phone call hung up when i answered as usual left a message said i need to set up an account or i wont get meter, spoke to a nice lady who put me straight though to sales? spoke to david who is putting me through to sales more crappy music still waiting. I should go on ebay buy a meter and stick it in myself lol. just spoke to a very nice lady who sorted it all out for me, make her head of training. Date of experience: 27 September 2023

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