Probably the worst company I’ve ever dealt with avoid at all costs

12 Jan 2023

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

Absolutely disgusting service 8 calls…

Absolutely disgusting service 8 calls to them not even 1 reply 14 emails an absolute joke of a company they took over my account from the post office and it’s probably the worst company I’ve ever dealt with avoid at all costs

Time for legal action?

Electricity Spend data still not supported on the App after Shell installed ‘smart’ meters they knew didn’t work back in April 2022. Still no fix and no word of when this will be fixed.

They offered £100 ‘Goodwill’ gesture which I have so far refused. I think this smart meter debacle must end in class action legal action by consumers. Come on you big ‘no win, no fee’ law firms get on it!

So they’re at it again

So they’re at it again. Reduced my monthly payment via the app and still nearly £700 in credit. They’ve now projected my December use over the year and come up with another higher direct debit payment which I cannot reduce until after they take it. What is the point of a direct debit if it doesn’t reflect your actual usage based on meter readings?

Poor IT systems

Poor IT systems.

They lost a payment I made over two months ago. After I complained, and had to escalate, I got a call to say it had been found and it would be added to my account. Still waiting to see it.

They haven’t generated a bill for me this month. After waiting in a very long queue I was told billing was suspended for all customers because of a price change. Why didn’t Shell warn customers?

I feel sorry for the staff on the support desk.

Recipient of a estimated bill, why?

I received an estimated bill of almost £200, even though I’ve submitted one’s meter reading, within the timeframe required. However, instead of rectifying the matter via Shell’s customer service, I was shockingly greeted with an obnoxious customer service representative, after thoroughly explaining that a further £29 was added to the estimated bill (which I should not have received), after I’ve spoken to his colleague a day prior. Therefore, they’ve managed after two-three years with the energy company, for the first time, to place my account in a debit status.

Bill not received. Not informed. Misinformed by advisor.

I didn’t receive my bill as usual on 8/1/23 so on the 9th I waited in a 30+ online qué to be told by an advisor that customers due to receive their bill at the beginning on the month won’t now receive them until the following month due to their software issues. WHY DIDN’T SHELL INFORM ITS CUSTOMERS OF THIS?

The advisor told me I could however request a manual bill in a few days tho. So today (admittedly I didn’t wait a few days) I went online again and waited in a 40+ qué for a different advisor to tell me that I was mis-informed and could not get a manual bill until 28 days after 6/1/23 (2 days before my Feb bill!)
I’ve never known a company make it so difficult to pay a bill !

Have been trying since last sept to…

Have been trying since last sept to sort problem. Every month sent wrong bill keep getting asked for same info. Useleas. Same people contact you to help same info given. Nothing ever gets done

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 (now retired) 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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