The featured extracts are from customer reviews about Shell Energy posted on Trustpilot on 22 Jan 2020.  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 theme in negative reviews; the difficulty in communicating with the company. Some typos and punctuation amended for ease of reading. 

Don’t make the same mistake I made and use Shell Energy

The customer service for this company is non-existent, been waiting for help on call for the past 45 minutes. Never ever have I experienced such awful customer service… Avoid this company at all costs.

This company is a joke I left a review…

This company is a joke I left a review on shell last week. Called them again at 10.15 am and waited 20 minutes then a recorded message said they can call you back. It’s now 15.15 and still no call back. Their billing system is a joke… They are a joke cowboys!!!!!!

Would never go back to them poor service

Poor customer service waiting on the phone for a long time I eventually hung up… read more

The featured extracts are from current customer reviews about Shell Energy posted 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 theme in negative reviews; the difficulty in communicating with the company. Some typos, punctuation and grammar corrected for ease of reading. 

Harassed to pay a bill 3 days earlier than it’s actually due

I have an energy bill that is due 24th of January, however today (21st of January) I’m getting an SMS from this hideous company telling me to pay my bill already. The message says that the bill payment is due. Seriously? I was getting this before, but this is a new “record”… 3 days before the bill is due … STOP HARASSING ME.

Terrible Customer Service

First utility was an excellent company. Since they went over to Shell the customer service has gone rapidly downhill.

They have their business model completely wrong. Isn’t it interesting how they have a member of staff responding to each of these reviews yet they have no staff available to actually deal with customer’s queries? Something very wrong there. read more

By John Donovan

Postings and messages I have read or received in the last 48 hours lead me to the conclusion that bullying understaffed Shell Energy customer service is driving some of its locked-in customers to illness and despair.

Some staff must be uncomfortable having to treat vulnerable customers so shabbily and ruthlessly. How will they feel if someone does resort to suicide, as has been threatened?

There are so many disturbing customer postings on Trustpilot and other review sites about Shell Energy that there may be enough potential claimants to warrant a class-action lawsuit? read more

The featured extracts are from current customer reviews about Shell Energy posted 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 theme in negative reviews; the difficulty in communicating with the company. For ease of reading, typos are corrected. 

Terrible

Shell energy are terrible. Extremely long wait to get through to speak to someone and then there is a language barrier. Also long waits for the online chats of which you never receive a transcript of what was said. STAY AWAY!

Shell Energy dreadful company

Dreadful, arrogant uncaring service from Shell Energy in respect of a vulnerable customer registered on their so-called Priority Services Register. The most uncaring company I have ever encountered in nearly thirty years as a career. No responses to complaints, no response to call back requests, lost paperwork, denial of receipts and foreign staff who cannot understand English. This company is not fit to be an energy supplier. As for renewal? Never in a million years. read more

SERIOUS ALLEGATIONS AGAINST SHELL ENERGY 

Permission was given by Caroline Ryan to publish her comments about Shell Energy which she accuses of holding her hostage as a customer, making threats to destroy her credit rating and of sabotaging her switch to a different energy supplier, Octopus. 

From Caroline Ryan

After 12 months of arguing with this company they have now sent me a court summons?

I signed up with this lot and cancelled within 2 days.

They then sabotaged my switch to Octopus.

Once I received a cancellation notice from Octopus I called them. read more

The featured extracts below are from profusely apologetic replies from Shell Energy in response to stinging customer reviews about Shell Energy posted on Trustpilot. Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and the complete Shell Energy responses). Shell’s apologies try to address the reoccurring theme in the flood of negative reviews – the difficulty in communicating with the company.

Extracts from apologies put into writing by Shell Energy on Trustpilot 

16 Jan 2020

I’m extremely sorry that you’ve had difficulty getting through to us. Please be assured that we’re investing a lot into reducing wait times and making sure we have the support and measurements in place to ensure that wait times are reduced going forward also.

16 Jan 2020

I’m extremely sorry that you’ve had trouble getting in touch…

16 Jan 2020

I am very apologetic for the negative experience you have faced thus far with our services. I can assure you this is surely not the level of service we wish to provide to any of our customers. I would also like to apologies for the long delay in answering your call or essentially being available to take your query.  read more

The featured extracts are from customer reviews about Shell Energy posted today, 15 Jan 2020 on Trustpilot. Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative. Watch out for any fake reviews. Note the reoccurring theme in negative reviews; the difficulty in communicating with the company. For ease of reading, typos are corrected. 

Similar to a lot of other people on…

Appalling thieving firm If they don’t respond looks like we will have to take the matter further. Oh, my partner is 73 nice way to treat pensioners…

STAY AWAY FROM THIS COMPANY!!!!!

I signed my contract for Fast Fibre Broadband before Christmas and was told that I should be connected by the 6th of January. Rooter etc. arrived in time before the connection date and I followed the instruction to install it. The 6th came and went and I had nothing.

An engineer rang me today to let me know that he could only connect my phone line as the broadband had been cancelled???? So I called cust services again and after 25 minutes spoke to an operator who, put me on hold for another 15 minutes and then another 15 minutes to then not listen to me, not reading my emails correctly (so she did not have all the information) to then blatantly lying to me. read more

English translation of an article published 14 Jan 2020 by ncr.nl the Dutch news media giant

Former CEO Shell in Nigeria may have benefited from the purchase of a mega-oil field

• Merijn Rengers
• Carola Houtekamer
• 14Jan 2020

The Italian prosecutor suspects that the former chief executive of Shell in Nigeria has benefited from the controversial purchase of the mega-oil field OPL 245 off the Nigerian coast. This is Sunmonu Mutiu, who led the Nigerian division of the Anglo-Dutch oil company. He was also a director of a software company that received 5 million dollars for unclear reasons a few years after the OPL deal. They would come from Nigerian former minister Dan Etete, owner of the oil field and the main suspect in the bribery case where more than 1 billion euros in bribes would have been paid. The possible self-enrichment by a senior Shell manager is in a request for legal assistance that Italian prosecutor Fabio De Pasquale recently sent to the US. He leads the Italian investigation into possible bribery by Shell and the Italian oil company Eni. Shell does not want to respond because it is still studying the ‘new documents’. (NRC) read more

English translation of an article published by the Dutch news media giant nrc.nl 

A suitcase full of secrets about oil, sex and bribery by Shell

• Merijn Rengers
• Carola Houtekamer
• 13 Jan 2020

Shell in Nigeria A dubious game took place around Africa’s most coveted oil field. New, secret documents from a confiscated suitcase tell how Shell tried to avoid reputational damage.

Former oil minister Dan Etete (r) was the owner of the oil field, but also infected after a conviction for money laundering. Photo Gindl Barbara / AFP

What’s the news?

The Italian prosecutor suspects that the former chief executive of Shell in Nigeria has benefited from the controversial purchase by Shell of the mega-oil field OPL 245 off the Nigerian coast. This is Sunmonu Mutiu, who led the Nigerian division of the Anglo-Dutch oil company. read more

The featured brief extracts are from Trustpilot reviews about Shell Energy posted in recent days. Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative. Watch out for any fake reviews. Note the reoccurring theme in negative reviews; the difficulty in communicating with the company. Typos corrected. 

14 Jan 2020

Avoid. Hidden Fees And Terrible Customer Service

UPDATE 14/01/2020

After reading the reply from Shell Energy regarding my review, I just wanted to update my review state that She’ll Energy clearly don’t know their products or read these reviews properly!

Avoid.

Terrible customer service, hidden “Cease” fee of £15 even when you have fulfilled your minimum contract with them.

Customer service team do not speak with each other, nice and friendly on Social Media, then arrogantly blunt and rude on any private messages.

Will never use any service that is branded with a Shell logo ever again. read more

The featured brief extracts are from Trustpilot reviews about Shell Energy posted in recent days. Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative. Watch out for any fake reviews. Note the reoccurring theme in negative reviews; the difficulty in communicating with the company. 

11 Jan 2020

Utterly useless.

I moved into a property supplied by them a month ago and repeatedly have tried to get in contact to register my details with them. Their website is usless, web chat is useless and then I spent 30 minutes on hold waiting for someone who then hung up on me?

11 Jan 2020

WARNING WARNING EVERYONE DONT PERSUE THESE PEOPLE!!!!!!

Omg… I have had problems with shell energy for months regarding outstanding bills and have just read on my news feed that the company is in trouble as other customers are having the same experience as am I, this is crazy and so stressful. read more

The featured brief extracts were taken from between 6 & 8 Jan 2020. Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative. Watch out for any fake reviews. Note the reoccurring theme in negative reviews; the difficulty in speaking to the company by phone. 

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Very poor And a bad company to switch to… shell are con artists and cowboys

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Shame I have to give a minimum of one star! Moved into a house that is supplied by these jokers. Spent 40 minutes waiting for chat to be told that I cannot register via chat. Spent most of the afternoon trying to get through on the phone as they are always busy.

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Awful customer service read more

The featured brief extracts were taken in recent days. Visit the above Shell Energy page on Facebook to view all reviews in their entirety, positive and negative. Watch out for any fake reviews. Note the reoccurring theme in negative reviews about Shell Energy; the difficulty in speaking to the company by phone.

Tom, 7 Jan 2020

Have been on the phone for a total of 90 minutes waiting for them to answer. What a brilliant company

Brian, 7 Jan

As soon as my contract expires I will leave after being with Shell and 1stUtility for many years. Can’t leave earlier due to punitive early leaving charges. Impossible to recommend this company for service or cost.

Ray, 8 Jan 2020

Anyone tried downloading the shell energy app. What a load of rubbish, sends one in circles trying to log in. Suggested I log in to shell go + app, not fit for purpose for a home energy customer, only if you buy shell fuel at a fuel station. I don’t. Communication between me and shell via email gets no where. read more

English translation of an article published today by the Dutch FT: Why did Shell miss out on the sale of Eneco?

In retrospect, Shell’s bid was fairly hopeless.

Carel Grol

“We respect this outcome,” said Maarten Wetselaar, CEO of Shell New Energies, after missing out on Eneco. Photo: Peter Kovalev / ANP

In brief

• Mitsubishi and Chubu have been the new owner of energy supplier Eneco since the end of November.
• Counter-bidder Shell hoped to take a ‘green blow’ with the acquisition of Eneco.
• High oil efficiency requirements may have been detrimental to the oil company.

‘Shell must become a greener company? Well here we are. ”

Halfway through January 2019, Maarten Wetselaar, director of Integrated Gas & New Energies at Shell, is confident. The oil and gas company, together with pension fund PGGM, started bidding for Eneco. Even before the energy company is officially for sale. “Eneco is almost a model for what we want to achieve with our renewable energy division,” says Wetselaar.

Many Eneco followers thought the announcement was a smart move. Although Eneco generates a substantial part of its turnover from the gas trade, the company profiles itself as a sustainability champion. It has, rather than most energy companies, invested in wind and solar energy. And Eneco has an oiled marketing device. read more

By John Donovan: 05 JAN 2020

Selection of extracts from pissed off customer reviews about Shell Energy UK posted since 24 Dec 2019 on review sites such as Trustpilot.

From Shane on Trustpilot, 4 Jan

Hideous company a total disgrace to the electrical supply industry.

Absolutely NO customer service as they never answer the phone just look at all the reviews that complain about this.

Constantly overcharge and dispite being massively in credit they never refund the money they hold…

I can only assume all their staff wear Stetsons and ride around on horses as they are the biggest bunch of cowboys you will ever have the misfortune to deal with totally incompetent ill-informed and incapable of supplying any help or support. read more

By John Donovan: 23 Dec 2019

Selection of extracts from pissed off customer reviews about Shell Energy UK posted recently on review sites such as Trustpilot.

(1) Terrible company stay well clear of their broadband

(2) This is the worst utility company ever, do NOT enter into a contract with them.
Their customer service sucks, 4 phone calls that have taken almost 5 hours…

(3) the saga goes on.

Ref my previous review, nothing has changed, more chance of winning the lottery than contacting customer services… read more