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Daily deluge of negative postings on Trustpilot about Shell Energy

Featured below are extracts 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 1 Feb 2020.

Their mistakes ruin your credit rating.

Let’s start with the easy bits, if you need to speak to someone, take a seat with a nice drink because your in for a 30 minute wait. I have had to call this company a few times recently and each time has been the same wait. But this company can top that. So on the 24th january my bill was due, however being a empty property new tenants took over on the 23rd january. So I called shell on the 24th informed them of these changes and they informed me they would raise a final bill and to pay that. Fast forward to today the 1st January, I recieved a debt collector letter in regards to the bill due 24th january for the grand total of £32.13. I also recieved a letter from shell which was my final bill showing the previous amount minus a credit. So in short and this was confirmed by their own customer service that on the 25th january they sent my account to a debt collector a day after I had called them for a final bill. Literally a joke of a company, had this actually been my real name on the account this would have impacted my credit rating. Completely incompetent company. Stay clear you have been warned.

Appalling Service

So I’ve been a customer for 9 years. They wouldn’t fit a smart meter as I’m eligible. I couldn’t log into my accounbt and whenever you call you wait for half an hour and give up as no one ever answers. They changed the amount I pay in 2015 and now I owe £900 having given a meter reading. I’m switching away and will never be back. Joke of a service.

Appalling Customer Service – Impossible to speak to anyone.

Please help me speak to customer services, I have been trying for over 2 weeks, I have sent emails, booked callbacks, held on the line for hours and I cannot get through!!
I was a happy First Utility customer and I am truly shocked by the appalling customer service we have received. I have been trying to get in touch by every means possible, my emails are ignored and I have held on the phone for hours, no one answers or gives you any indication of how long the wait will be. I was promised a callback in 48 hours via the online chat but no call came.
What do I do, I am at my wits end. I need to talk to customer services to resolve a serious issue and it’s impossible to speak to anyone.

4 minutes ago

4 minutes ago
If I could have given 0 stars I would have! Was a happy first utility customer and then these cowboys took over! Put me in a false sense of security by immediately lowering my DD, so I presumed their tariff was lower than my old one, but I was so wrong. My DD is now much higher than it was before and paying double the price for gas and electricity. Will be switching as soon as I can, can’t at present as it will cost me £70!

I am fed up with getting messages about…

I am fed up with getting messages about having a smart meter installed. It is getting so annoying that I am seriously considering changing my supplier

HAD ANOTHER CALL FROM THESE WORTHLESS…

HAD ANOTHER CALL FROM THESE WORTHLESS PARASITES DEMANDING £196.00 WHICH THEY SAY I OWE THEM FROM WHEN I LEFT THEIR BLOODSUCKING ORGANISATION IN JULY 2019, THEY OWE ME £350.00 AND THAT EXCLUDES THE £30.00 EXIT FEES FOR THE GAS AND ELECTRICITY DESPITE THE FACT I WAS NEVER ON A FIXED TARIFF AS THEY WERE PUSHING FOR MORE MONEY AFTER ONLY TWO MONTHS (JOINED FIRST UTILITY AT THE END OF NOVEMBER 2017), AMOUNT THE DIRECT DEBIT WAS SET UP FOR DELIBERATELY SHORTFALLED BY BETWEEN £30 AND £36 PER MONTH TO PUT ME INTO DEBT AND THEN FORCE ME TO STAY LOCKED INTO A CONTRACT UNTIL SEPTEMBER 2020.
THEY NEVER QUOTE THE INDIVIDUAL TARIFF PRICES PER KILOWATT HOUR FOR THE GAS AND ELECTRIC OR QUOTE THE DAILY STANDING CHARGE FOR THE GAS AND ELECTRIC, SO HOW DO THEY COME UP WITH A FIGURE FOR THE DIRECT DEBIT, THESE LYING VERMIN ARE THE DREGS OF THE ENERGY INDUSTRY, THEY ARE A LOWER FORM OF LIFE THAN PLANKTON, INUNDATE YOUR LOCAL MP WITH COMPLAINTS, SEND INFORMATION TO THE WATCHDOG TV PEOPLE, HIT OFGEM WITH SO MANY COMPLAINTS THEY ARE FORCED TO TAKE ACTION AGAINST THIS CRUD.
DON’T WASTE YOUR TIME TRYING TO CALL THEM AS THEY DO NOTHING EVEN IF YOU SUCCEED IN GETTING THROUGH THEY ARE OTHERWISE OCCUPIED PUTTING TOGETHER PHONEY FIVE STAR REVIEWS TO KEEP THEIR FALSIFIED RATINGS IN PLACE, NO SUCH THING AS A HALF STAR RATING BUT IF THERE WAS EVEN THAT WOULD BE GENEROUS TOWARDS THIS BUNCH OF PATHOLOGICAL LYING FAECES, SAYING THEY ARE BAD WOULD BE KIND, THEY ARE ABYSMAL IN EVERY ASPECT OF OVER CHARGING, MIS-SELLING AND NON EXISTENT CUSTOMER SERVICE, ROT IN HELL YOU SCUM BRING ON THE DAY YOU ARE DRIVEN OUT OF BUSINESS.

A stressful experience

This is an edited review in the light of Shell’s response. I still stand by the long wait to talk to them about closing the account – it took 30 minutes of listening to endless apologies and messages. The Facebook team was very helpful when I had problems trying to change the closure date but obviously the exchanges took a while each time. They were clearly also having problems with the website as responses seemed to indicate that I should have been able to edit the date but couldn’t. They have said that will be resolved, thankfully in time. This takes 2 working days so, in my case, 4 actual days. This could be a big problem as they say you can change the date up to 10.30am on date of moving out. If I’d been moving on the date I was phoning that would have been astonishingly stressful.
I also tried their online email form which was acknowledged but not actioned. It suggested I try the live chat, which they don’t have only an automaton of the faq type. I have since been told that I should have told the ‘bot’ that I wanted live chat but this is not made clear so it never occurred to me. Take note, Shell, please.

Ignorant company

Ignorant company

For 13 billion dollars profit they don’t care about customers fOR SURE.

Appalling lack of availability of customer service – I have tried for weeks to speak to a human or use chat live to resolve a question can’t even reach a human. After reading Shell’s response, who make all this profit and can’t hire staff to speak to you – yes i’ve tried for days.. and had to make out I had a gas leak to reach a human— and then was left on hold for ages… now I’m being told to raise my private enquiry on my account and share on a public social media forum- are they SERIOUS?!! Definitely not happy…

Never using Shell again

We’ve had the displeasure of using shell for the past 6 months. The prices are absurd to say the least. From what i’ve read on this website and my personal experience I will never ever go back to Shell and will steer my friends clear from this company and it’s scams.

We’ve been paying £170 monthly for a 2 bed flat with no living room. We are barely in the flat at all, away most weekends and work 9-6. This is insane. How anyone can justify this is beyond me.

Can’t Wait to Leave

I am coming to the end of my contract with Shell and can’t wait to get away from them. I have switched suppliers quite a few times but have never had so many problems as I have had with this company.
Having read some of the reviews on here by people trapped in contracts I thought it might be helpful to mention that there are energy companies that will pay your exit fees. Bulb is one company that comes to mind and I think there may be others. I wish I had known this before as I would have left Shell ages ago.

Steer clear of this company!!!

Steer clear of this company, they offer you a cheap price to switch then month by month the cost goes up. Was over £20 per month with my previous supplier so I feel very much cheated by this company, even the customer service agent apologised for how awful the service is and totally understood why I will be leaving!!

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