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Disgusting company and inept customer service

14 Feb 2023

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

Disgusting company and inept customer service

Phoned 1 week ago in regards to faulty gas meter and told new one installed 2 months away. New estimated bill is 5 times higher than highest usage on any month over last 12months. Phoned to query, transferred 6 times due to customer service not being able to transfer to relevant department. Promised an email confirming what we spoke of but nothing received and also customer service adviser refused to escalate call as she was clearly not understanding my enquiry. Shocking service!

Smart meter issues

Anyone else had their gas smart meter crash in the past month when my bill has increased by 400% over the same period last year.
I have asked them to fix the problem or replace the meter and apparently they can’t do either.
They are quick enough to take everyone’s money especially after making record profits.

Relentless harassment

Firstly the relentless harassment to have a smart meter, which i made quite clear i dont want.
Even after making payment, i get hassle that i have not paid. In one instance i was getting phone calls from a strange company, which turned out to be a dept payment company, who were given my private phone number from shell. Talk about break privacy rules.

And why are they allowed to put up the service charge, which is just money in their pocket

SHELL want to exponentially & needlessly increase DD, s with no discussion with customer.

Shell are still refusing to speak with me about an INSULTING & unnecessary hike in my DD. The company has changed it’s customer service procedure from engaging PROPERLY with a customer: to sending default emails which often have nothing to do with a particular customer’s issue. It’s tiresome dealing with SHELL. Even one star is too many!!!

Disgraceful Customer Service

Absolutely disgraceful customer service. Notified tenant move-out by email 26.01.2023, no response. Telephoned 06.02.2023 to chase, was asked to provide photographic evidence of meter readings & tenant’s check-out. Supplied requested documentation 06.02.2023, still no response or action. Now receiving letters from debt collectors chasing payment of an incorrect bill. Took two telephone calls of 50 minutes duration each to hopefully resolve the issue 10.02.2023. An absolutely impossible company with which to deal.

Since having broadband installed, I’ve…

Since having broadband installed,ive had very little.I’ve had phone call,just to rub it in my face,we dont pay for the loss. They are forcing me to pay for to cancel. I asked to do the honest thing, and not for me to pay. They just laughed. Feel totally disrespected as an old person who lives on their own.
So beware, of this company.Don’t be a fool , so dont join.

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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