Absolutely terrible company, overcharging, ridiculous prices, unhelpful staff

7 Feb 2023

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

Absolutely terrible company

Absolutely terrible company, overcharging, ridiculous prices, unhelpful staff, will never buy or use anything Shell related, I advise everyone else to do the same.

Download speeds of less than 6MBPS when…

Download speeds of less than 6MBPS when the package I pay for alleges 15 to 17 MBPS. When queried the allegation was that the fault lay with my internal wiring. Having attempted all Shell’s suggested tests, no improvement. Do not waste your money, they don’t care once they’ve got it!!!!!!!!!!!!!

Nightmare company who never take any notice

I was unfortunately forwarded to Shell when my previous supplier went bust, and I have had a constant nightmare throughout. I have now changed to Octopus, but that hasn’t stopped Shell sending me! constant harassing texts and letters nearly every day demanding money which has been paid and which I do not, therefore owe them. It is illegal to do this but they take no notice whatsoever. I have never dealt with a worse company, and that’s saying something. Although I have had to give a specific date, the issue has been ongoing for some months, and the whole three years I have been a customer has been a complete nightmare.

Destroyed my Credit File and Can’t get Credit Now.

Terrible. I cancelled my account in November they sent em a cheque for £24 saying they owed me some money. Fair enough, so then to my shock they have place a missed payment on my Experian Credit file, dispite. The amount of problems I have had with Shell Broadband since they took over from Post Office has been horrendous, I have around 6 missed payments on my credit file due to them saying I missed payments when I didnt. At present I cannot change my mortgage as I can’t get a favourable deal due to my poor credit rating, whereas before it was excellent. Shell Broodband you have cost me a lot of money in excess mortgage payments due to your incompetence. To cap it all, Shell have made billions in profit on the back of a rubbish service from. MY ADVICE TO ANYONE GETTING BROADBAND, DON”T EVEN CONSIDER SHELL.

40 billion profits 21 billion in profit…

40 billion profits 21 billion in profit to thier share holders Joe publics bills just keep going up shell are a greed merchants and we are paying for it proves the old saying if your rich and steal its called business if your poor and you steal its called theft and they are stealing 2,000 pounds from me for a debt I don’t owe

4 months to get money back

Slow response to help on the phone or online.
After moving to a different flat with a different ‘deemed provider’ It took 4 months to get money back from them when I was in credit. This was despite giving them weeks of notice (if you can get through!) and ringing them on the leaving day as they wanted.

No wonder they are making so much profit as published this February 2023!
Sought £20 compensation which I received finally

Do not use them

Despite them declaring profits of £32.2bn a few days ago and despite me already being over £500 in credit they have again increased by DD from £190/month to £216. This is the second time they have tried to do this. I had to lodge a formal complaint last time to get them to apologize and reverse the unnecessary increase. Absolutely sickening money grabbing behaviour from this company.

Atrocious customer service/Scammers

Spoke to someone via webchat who said someone will contact me for sure via phonecall by Close of business yesterday and guess what surprise surprise no call at all. I am in debit of £300 which is incorrect but no one seems to be fixing this problem. AVOID! They have also left a comment on my last review that they have arranged for someone to contact me but this hasnt happened either

£697 bill for one bed house!

They sent me a bill for £697 for a one bed house for ONE month haha! Seriously avoid, the bill picture is uploaded on Twitter! AVOID ABOID AVOID! This is no joke! Picture uploaded for the world to see! Stay away!

i got shell reward card via my RAC…

i got shell reward card via my RAC membership.
it allows me to get 3 pence per litre off my fuel.

i have just spent an agonising 45 minutes waiting on the phone to speak to a customer service employee.

i got through, they was rude, unhelpful.

im going to cancel my home broadband due to this poor service.

they advertise customers are allowed and entitled to 3ppl off the fuel,

but they then offer you a ‘reward ‘ of £1.00, so you choose this, and then are not entitled to money off your fuel. in my opinion this is a catch. a manipulation ‘tool’ to avoid letting customers having money off the fuel.

The dire service continues

The dire service continues. Started 22nd December. Still owed my refund. Still owed 2 energy support payments. The compensation they sent to the wrong address despite giving it to them 6 times. You contact them and they just apologise and say someone will get back to you but they don’t. Avoid this company at all costs

After 2 reviews requesting my money…

After 2 reviews requesting my money back that Shell had no right to take and having been promised a call back from a manager i am still waiting and have still not had the money they owe me. I have now been waiting 2 months for my money and a manager to call me back, this behaviour and total disrespect from Shell is absolutely disgusting, over 20 calls i have made to try to get MY money back, it appears Shell are intent on keeling customers money that they have stolen until the Ombudsman have to get involved.

System is broken.

Can’t pay my bill.

Only open until 18:30, don’t have the email used to sign up as my landlord seems to have done it.

Name is spelled wrong on my bill.

Told that the system isn’t working today so can’t do it.

It’s a bill for £2.19 for God’s sakes – exhausted and frustrated with a broken system.

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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