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Avoid Shell Energy! They are an appallingly bad company

21 Dec 2022

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

Con Artists – Avoid!

Avoid Shell Energy! They are an appallingly bad company. They took over as our energy supplier over a year ago and still haven’t refunded the money they owe us (i expect this is the case for many of their other customers). They couldn’t care less about their customers, rude and unhelpful customer services staff (when you eventually do get through) We’ve wasted hours and hours of our time chasing the money they owe us only to be fobbed off every time, absolutely terrible, avoid at all costs, there are plenty of other energy suppliers available, see all the other bad reviews online of Shell and you will see that this is not an isolated instance! Disgusting behaviour from a company that made £10 billion in profits in the last quarter alone but refuses to refund £300 that they owe. It’s incredible that companies like this are allowed to get away with it.

Horrendous company to deal with

Horrendous company to deal with. Massively inflated my DDs when my account was not in debt. When I asked for a rationale they based it on an estimated use figure way higher than my actual use, and way higher than the estimated use they put on my bill.
Forced off using fixed DDs by their appalling service.

Horrendous service

Horrendous customer service. Transferred to numerous wrong departments and left months without a gas supply. I don’t understand why booking a simple gas meter installation can be so difficult. This should not take months! And I am still left without gas and havnt even got a date booked in for the installation. As for the date of the experience, there’s been 3 different attempts and still no closer to a gas meter!

Awful Experience!

Joined Shell Energy in Sept 2021 by default as all other companies closed! Meter readings on bills were inconsistent and I was overcharged for both Gas and Elec. Contacted Shell on several occasions but no action taken to resolve this despite being told they would. Its been 5 months since I first contacted them but they have finally responded to my latest email. Was also told my meter was installed by BG so cant have an indoor usage display unit. Today they said no problem to change the meter to a Shell one and get the display as well…. why wasn’t I told this months ago!!! Anyway – 5 stars to Meagan E (operator) who helped sort it all out today!

DO NOT trust this company!

A few months ago, I was looking to buy a house. After logging in to check my latest credit score, it was completely in the red. Upon investigation, I found that shell had created an account illegally in my name for an old address I lived at years ago and had run up a bill of £800+ without ever even contacting me. I have never in my life even had a account with Shell.

I have been fighting with them for 3 months to get this resolved and they still have not done so. Sometimes making me wait a month to even get a reply. I have asked for them to confirm their details so that I can raise this with the energy ombudsman but they refuse to give me their details.

If this is how Shell treat people who aren’t even customers of their then I dread to think what they are like for actual customers. I would avoid them at all costs if you can.

I am now having to look into getting legal representation to get this resolved.

Terrible Service

Came and fitted a smart meter but that started to trip the electrics, shell said it was not the smart meter so I had to pay to get the electrics checked and deal with the hassel of resetting the power every couple of hours, the electrician didnt find anything wrong with the electrics.
When Shell eventually came back and took the smart part of the meter out things stopped tripping but shell still claim its not the meter.
So I am now out of money I have no longer have a smart meter or the semi smart meter that was there before.
And shell’s solution to all this is i now book another appoinment to get another smart meter as the problem isnt the smart meter but strange as the problem stopped when it was taken out.


I took over a Shell Energy account when I took over a new house. First I caught them trying to massively overcharge me. While my meter clearly said I had used just £3 of gas, they tried to charge me over £300. When I informed them they were incorrect they would not check the meter or confirm the bill. It was only when I changed to EDF that they were forced to readjust my bill, No attempt was made to confirm or explain the readjustment. When I did leave them, they did not send me a final bill or even attempt to break down what they were charging me for. Instead they skipped straight to the use of debt collectors, so I paid the bill without knowing what I was paying for. I still suspect I was overcharged as, to this day, I have no details about the account I took over at all. I do not trust Shell energy at all in any way shape or form. A complete refusal to co-operate with customers or evidence any transaction.

Can’t move supply to a new property online

I’ve just moved house from a property supplied by shell energy. I went through the online process to notify of this change. I supplied meter readings and the final bill was produced. I was asked whether I wanted shell energy to supply the new property and I gave my new address and I was advised that the change would happen automatically. This is false, I have just accessed the online chat to ask when I will receive notification re new property and I was advised this can’t be done online only over the phone.

black-owned businesswoman brought to her knee

I’m very shocked how shell enegy is handling my compliants back in september we were delivering a chocolate chiller no entry due to power cut later I was told cross meter the shell engineer turn off power to the shop and it took 2 months for the, egineer to come out, the shop could not trade during chrismas time, for chocolate, left with rent,other losses to pick-up
shell enegy offering £50 delays for deadlock letter
I can’t do anything I would have loved to put this nightmare behind me,but still dragging on
shell enegy Not taking full responsibility

Shell rips off Economy 7 customers

They have increased the economy 7 tariffs substantially (>6% day rate and >13% night rate) from the 1st Jan 2023 even though we have an energy price guarantee set by the Ofgem and the Government.
They are unwilling to accept that the unit price of electricity is fixed and although they have scope to alter economy 7 price per units they should be doing this to balance the way economy7 works.
Shell state after a complaint that I am within my rights to change supplier.
After carrying out searches directly with energy suppliers (dont use comparison websites) I have been able to reduce my yearly bill by £366 (based on my energy usage from the last 12 months).

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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