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Trustpilot reviewers verdict on Shell Energy – Awful Company AVOID!!!

20 Jan 2023

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

Awful Company AVOID!!!

Awful Company! I was with Shell Energy for nearly 3 years and nothing but hassle. Terrible customer service! Seem to get no reply! Ended up getting a whopping great bill (due to not resolving the issue as no one would respond to my emails or answer my questions on the phone) I am struggling to pay this bill as its quite big so went through stepchange and even through stepchange shell play up all the time. Now asking for full balance to be paid by March. Joke of a company. You will certainly not be seeing me ever again! I am now with Eon and they are great!

Shell are very cheeky and…

Shell are very cheeky and dictatorial!!!
They decided to send me an insulting email regarding my DD.
I’m over £300 in credit and they suddenly decide to increase my DD by 50.86%; over half what I’m already paying them – which is too much as it is!!!!
I’ve emailed them to discuss.., but no decency to reply back.

Exceptionally poor service

Exceptionally poor service – would rate 0 stars if could.
Was moved to them after previous provider (who were good) went bust.
Nothing but problems ever since. We were in credit then next bill said we owed over £1,000….charged us over 50% increase for gas in the summer when we didnt use it…being recharged for periods already paid for!!!! No help after multiple calls and emails back and forth, difficult to read bills so we went through each bill line by line, compared all data, they have over charged us – no resolution. Will now be taking to Ombudsman

Very frustrating experince with smart…

Very frustrating experince with smart meter installation.
Smart meters installed 29th December 2022. The engineer advised I would be able to use the IHD unit within 24-48hrs. Today is the 19th of January and I’m still not able to use it!! Even after 100’s od messages it’s still not sorted! Will be switching to another supplier.

Scamming company

I was a customer of first utility, they rebranded as shell energy sometime in 2019, I built up over £200 in credit, which they never paid back, they ignored all my meter readings and they overestimated my usage, after I left the company for their fraudulent practices, they sent my account to debt collection agencies, and are trying to rob me of £110.00 which I don’t even owe them, and I’m still receiving harassment letters from this scamming company after they gave me a bad credit rating for no reason.

Do not use this company.

Do not use this company.
I was moved to them after Green went bust.
I’ve had nothing but problems ever since. After smart meter was installed I had a bill of over £1,000!!! Their mistake I had to sort out. I will never understand their billing policy. They seem to pick random dates for billing. Paper bills always arrive after due date, luckily I have an online account too. Recent I have received a bill for a period I have already paid for. I have lodged a complaint. I am going back to British Gas, who I was with for almost 20 years without a problem

Unethical, exploitative with inadequate systems

Shell took over my account as a result of my previous energy supplier going into administration. They incorrectly transferred my data- did not update it for months after transfer despite me notifying them and charged me 50% more than the business they took over. They moved me to a variable rate without notification. The issue had to be handed to Ombudsman who ruled in my favour


AVOID SHELL ENERGY – From Day 1 I have had problems with only 40% of teh house getting WIFI I had to go and buy 2 TP Link Deco Mes, costing £39.99 each, after I bought them they offered me vouchers for them, but its no good I need the money to pay, I also had to buy cabkles to re-wire taking the cable outside the house from the router, to another room where there was no wifi, I went to leave, and got a bill of £138 for leaving out of contact, I’m back with them and going to teh ombusman -AVOID SHELL ENERGY

Do not use this company.

Do not use this company.
They told me £40 for a flat monthly.
They then charged £120 obviously lying in the beginning to get me to use them.
They now charge me £481 a month for a flat. I rang to complain and was told because I havnt sent a reading they are allowed by the government and regulator they can estimate a flat using this amount. I asked for the member of shells staff to give me his name and he just hung up the phone on me. From £40 estimate to £481 is clearly wrong and not a genuine estimate. I worry for very old people who won’t challenge this and have no money to eat, I think this is discusting. If the regulator and government have really backed this behaviour as I was told by Shell energy then there is a real problem.

If I could have put not stars it would…

If I could have put no stars it would have been too many. We were recently without a phone line for over 3 weeks. Trying to get through on the phone is like winning the lottery. I spent in excess of 5 hours on the phone on several days. Eventually when I spoke to a human being I asked for a manager to call me back regarding the £18 compensation we received. I was to,d 12 days ago it could take up to 3 working days but am still waiting. I have now cancelled my phone with Shell and will never deal with them again for anything . They are a disgrace I never had any problems when it was the Post Office.

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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