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Absolutely appalling customer service from untrained, incompetent staff

25 Jan 2023

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

Absolutely appalling service…

Absolutely appalling customer service from untrained, incompetent staff.
Having made multiple requests over an eight month period, for a new smart meter due to mine not working, they finally installed a new meter which also does not work. I’ve received conflicting information as to next steps and they have little interest in fixing this.
They take out their own choice of direct debit each month, in spite of me setting this to a higher amount via their website.
I have wasted many hours in trying to resolve this, all to no avail. I will now charge to any other provider. None could be as awful as Shell. DO NOT CHOOSE SHELL ENERGY

Horrible customer service. No communication

I am a shell energy customer from July 2021. Have a multiple problems with them. Firstly, the previous tenant did not close an account with them so I have been unable to create a new account for first 3 months. Secondly, when the account was set up, I changed old meters to smart – this meter does not count bills from the beginning of October – never had a bill. shell energy sends me reminders to submit meter readings – but smart meters don’t have a screen to check usage. They have 21 calendar days to respond and my problem was not fixed for over 100 days – they stopped communicating with me. Avoid company if possible – NOT RECOMMENDED.

Shell keeps your money every month

Shell keeps your money every month, so your credit keeps growing up.
They don’t allow you to reduce your direct debit below a percentage.
I have £240 in credit. I switched to another on 29/11/23 and 2 months later I still didn’t get my refund.
They just say they need to wait til the last day.
They are obviously making profit of customers’ money.

I am trying to pay a balance on a “pay…

I am trying to pay a balance on a “pay in arreears accuont”. You would think I could do this by inputting the account number but NO the system wants me to login. I dont have an account and there is no option to register for an account to then link to an account so I have a demand for payment with no ONLINE wayto pay

Demand Flexibility Scheme

I tried contacting Customer Services to join the Demand Flexibility Scheme, however, after 5 calls and no-one knowing what it was i emailed complaints who advised although Shell have joined the scheme they are not participating in it yet. They said to tick the marketing preference option, however, they did not know which option to tick when i advised there were four. Customer services appear to paste the same response to questions even after you have read the previous response and raise a question about the response. I feel unhappy Shell are indicating they are part of this scheme, however, customers cannot join it

I arranged to have a smart meter…

I arranged to have a smart meter fitted. I got daily emails from the contractor in the days before the installation reminding me to be in. I took the day off and waited. At 16.40 I rang the contractor to be told that Shell Energy had cancelled the installation the day before and hadn’t bothered to tell me.

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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