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Customer comments about Shell Energy: Scum, Parasites and Fraudsters

The featured extracts are from negative customer reviews about Shell Energy posted during the last day or so 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 and punctuation amended for ease of reading. Posted 28 Jan 2020.

Can’t get an email response

Can’t get an email response. The automated chat was useless. Calling a waste of time as still could not speak to an agent. Was then directed to live chat only to find I was number 25 in the queue. What waste of an hour.

I’ve been robbed!

I left after my first bill and my final bill came in at just over a quarter of my annual energy price that I had with Eon previously. I’m now waiting on hold to speak to them! The first bill was high, which pushed me to leave this one is ridiculous. Stear well away, there are so many better alternatives out there…

Non existing customer service going by the hold time.

Impossible to get hold of. I called them because the information I needed was not on their website. On hold for over 50 minutes before I even got through to someone…

Then the person I spoke to did not answer any of my questions…

When I asked to speak to either complaints or a manager she disconnected the call. I tried calling in again and gave up after 20 mins.

Pensioner ripped off!

My Gran went into Shell energy after being with First Utility and after 7 years of paying relatively the same amount for gas and electricity use age they now want nearly £40 more every month for a one bedroom flat! What is worse if they have tied her into a contract that doesn’t end till 2023 and if she wants out she has to pay £75 each for gas and electric plus whatever she owes!! Rang customer services twice, pressed for callback service, still waiting weeks later, 50 minutes on hold both times…

Be very careful what you sign up for that’s all I can say!!

Beware of this thiev company

Beware of this company, they are licensed thieves, to start with 50 percent of This reviews are fake, I Will report them to action fraud police,even one of the manager’s there at shell energy told me that the police don’t have time to deal with fake reviews and fraud… they have over charged me since the first day I am with this thieves.

AVOID THIS COMPANY

I was with first utility when shell energy took over and since then and I’ve had nothing but problems. I switched my gas and electric to another provider 3 months ago and I am STILL being charged by shell energy even though my account is £145 in credit!! The only reason I haven’t cancelled the direct debit yet is purely down to hope that they will actually send me my final bill along with my REFUND that I am owed! Every time I phone them I am left on hold for hours and hours until I finally give up and hang up the phone. I’ve never actually managed to get through to customer services despite spending hours on the phone it’s just a f@!!@&” joke to be honest I am getting angry. I know if I cancel the direct debit I will just be harassed from them for missed payment even though they are the ones who owe me money. Getting stressed out…

There is a pattern here

There is a pattern here : First Utility were a responsive organisation with good telephone response. Shell Energy have clearly taken a decision to reduce personnel cost in customer service and effectively force customers to use the App or do all engagement on line. If you try to call the “customer services” number and try to get hold of a knowledgable and courteous staff member, good luck. I tried last week and gave up.

THESE SCUM RECKON I OWE THEM £196.00…

THESE SCUM RECKON I OWE THEM £196.00 GOING BACK TO JULY 2019, I HAVE CHECKED ALL MY METER READING FIGURES GOING BACK TO WHEN I FIRST STARTED WITH THESE MAGGOTS AND USING THEIR OWN TARIFF FIGURES FROM THE START OF MY JOINING FIRST UTILITY ON 23/11/2017 TO LEAVING THIS BUNCH OF SHELL ENERGY PARASITES…

THEY EXPECTED £30.00 CANCELLATION FOR EARLY EXIT FEES PER FUEL, WENT THROUGH ALL THIS WITH OMBUDSMAN WHICH WAS A COMPLETE WASTE OF TIME…

WHAT DOES IT TAKE TO GET ACTION LODGED AGAINST THIS FILTHY PACK OF BLOODSUCKERS, DON’T BOTHER EVEN TRYING TO RING A SO CALLED CUSTOMER ADVISER AS THEY ARE TOO BUSY PUTTING FIVE STAR REVIEWS TOGETHER ON THE TRUST PILOT SITE, DIABOLICAL BUNCH OF FRAUDSTERS, WRITE OR E MAIL WATCHDOG, BOMBARD OFGEM WITH DAILY COMPLAINTS, WRITE TO YOUR MP AND PRESS FOR ACTION TO BE TAKEN AGAINST THESE SLIME, KEEP HITTING THEM WITH COMPLAINTS AND UPDATING THE REVIEW WEBSITE UNTIL THEY CRAWL BACK UNDER THEIR ROCK AND CEASE TO TRADE FOR EVER.

How I wish I had read the reviews on…

How I wish I had read the reviews on Trustpilot before moving to Shell Energy. I am currently on hold and have been for around 20 minutes now – this is my fourth phone call. On the second occasion, having given up the first time, I used the ring-back option since I grew weary of waiting and the endless music – no call back was ever received. On the third occasion I actually spoke to someone who said she would have to refer my query to the technical department and that someone would come back to me.  No one has and it is now 27 January and yet here I am again!!!!! I wish I had remained with my previous company and hope that many more potential customers visit this website before taking the plunge with Shell Energy. Be warned.

DONT YOU EVER THREATEN ME LAURA WHO THE…

DONT YOU EVER THREATEN ME LAURA WHO THE HELL DO YOU THINK YOU ARE , I CAN CANCEL MY DD WHENEVER I WANT AND AS IVE TRIED TO GET HOLD OF SOMEONE IN COMPLAINTS AND STILL NO LUCK I CANCELLED IT. YOUR SERVICE YOU PROVIDE IS A ABSOLUTE JOKE !!!!

Business with blood on their hands

First Utility were an honest company till taken over by Shell Energy. Anyone entering into any dealings with this company should read first of their role in the execution of environmental activists in Nigeria. It is fully documented by amnesty international on their site or by googling for Ken Saro Wiwa. We actually got cheaper as well as ethical electricity by switching to Bulb. I switched all my tenanted properties as well.

BEWARE

Beware. Do not join this company. I was with First Utility and I never had problems. Shell energy took over and the bills slowly started to increase which I was ok with at first. I then had an issue with my bank account because I was in hospital at the time I wasn’t able to deal with the matter, so this put me 2 months in arrears. I spoke to them about this and I increased my monthly repayments to cover the debt. Despite that the debt has just kept increasing and has almost doubled. When I tried switching to a cheaper supplier I discovered that not only had the debt increased but my monthly payments will increase. Beginning of the year I tried switching to a cheaper supplier and that’s when I found That I owe almost 300 plus £100 for leaving fixed term contract.

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