I foolishly moved to Shell for my broadband

21 June 2023

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

I foolishly moved to Shell for my…

I foolishly moved to Shell for my Broadband because they were the cheapest, big mistake. The last 2 days my download speed has been 0.5. Constantly buffering and saying Something went wrong! It is Fast BB but we recently had fibre cables laid. I spoke to 2 customer service chaps who said they weren’t able to offer fibre yet. Querying my speed the maximum is 1.2 which according to Shell is sufficient for my needs as I am a low user!!! Websites take forever to load. As I am out of Contract, I am jumping ship and getting Fibre from another Company.

reply when asked for documentation

Having recently moved broadband provider after shell took over from the post office and the service went downhill.

They told me I had to pay them £101. When I asked for proof that I’d signed a contract with them. They did not reply instead a collection agency came after me.

No half a star!! AVOID

No half a star!!! Don’t EVER sign up to these lying deceitful cowboys.We had an ombudsman decision over 4 months ago,and still after ripping us off of over £1200 of false readings over a 12 month period,I am still waiting for a Cheque to arrive who Claire states is in the post,the Cheque must be coming from the moon,as they clearly are utterly useless,and tell lies.AVOID AT ALL COSTS

Arguably the worst company I have ever dealt with

About a year ago, I had a smart meter installed in my home. After about 3 months, I noticed the gas meter was recording use even when all appliances were switched off. Cue months of wrangling with Shell and SMS to get the meter replaced. 6 months down the line, it was acknowledged by SMS that the meter was faulty and we’d be recompensed for any excess gas used.
Shell deny any excess usage in spite of me having provided evidence that the meter still recorded use even when the gas was switched off at the mains. I asked them for evidence of how they’ve reached the conclusion, which they have failed to do so. Apparently I’m not entitled to information about myself.
Truly appalling.

Cut off an 89 year olds phone line that…

Cut off an 89 year olds phone line that was linked to his alarm – resulting in him being on a hard floor overnight for over 12 hours with no way if alerting anyone. The customer service is non existent and truly shocking! Even after speaking with various managers who endured it would be sorted and line in action asap, I call back and they deny all knowledge of any conversations-cowboy outfit through and through and absolutely no interest in helping no matter who you speak too! Please stay away from this company

You allowed a bill to sky rocket

You allowed a bill to sky rocket, whilst showing off how many billions in profit you’ve made each quarter! Passed the bill to at least two other collection agencies without responding to the customer! £17,694 to be exact. Account reference in 5384834, i’m applying for bankruptcy today as i’ve nothing left, i’ve no assets, no employment, no home, icing on the cake I have to PAY to register penniless!! What a clown world we are in where only the little people suffer.

I would heavily advise not to use this…

I would heavily advise not to use this company. They constantly attempt to set our direct debit well above our actual usage. Their call centres sound like ringing a party line with all the shouting and messing around in the background — not helpful if you’re trying to get clear answers to problems. Their statements are a nightmare to interpret with different billing periods for gas and electric all mixed up over 6 pages of multiple tables etc.

RESPONSE ONLY GETS 1 STAR AS NO OPTION…

RESPONSE ONLY GETS 1 STAR AS NO OPTION FOR ZERO COUNTLESS EMAILS AND CALLS oRIGONALLY JUST ABOUT ACCUSED OF CRIMINAL ACTIVITY .BROKEN PROMISES AND LEFT WITH GOING ONTO SOCIAL MEDIA TO GET A RESPONSE GIVEN BOTH HOME AND MOBILE NUMBERS TO NO AVAIL EACH TIME I CONTACT HAVE TO TELL ALL INFO AND AGAIN TOLD LOOK INTO IT AND GET BACK >NOW TOLD UP TO 56 DAYS !!!! AS BAD A CUSTOMER SERVICE LEVEL I HAVE EXPERIENCED GETS EVEN BETTER TOM RESPONDS BUT UNABLE TO EMAIL TO ADDRESS LEFT SO OVER AN HOUR ON TRIED CHAT AND PHONING NO ONE KNOWS TOM THANKS AGAIN SHELL WASTE OF ENERGY

The above are extracts from negative customer reviews about Shell Energy posted recently 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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