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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. Posted 07 Feb 2020.

I too was a customer of First Utility(continued)…

I too was a customer of First Utility and was very satisfied with them. I was not told that Shell were taking over but things continued in the same satisfactory fashion. Now with the tariff expiring I find that they are impossible to communicate with in any shape or form. My only hope is that they see this complaint and finally answer my email.


STAY AWAY FROM THIS COMPANY. I was with First Utility, and Shell Energy took over First Utility. Shell Energy did not call me, email me or write to me to let me know that they were my new provider. I have an active direct debit where payment has always been taken out every month without fail. Then, all of a sudden today I receive an email from a debt collection company saying that we owe Shell Energy £105.38. I was shocked. We shouldn’t even have £1 of debt because we have a direct debit in place and no payment has ever failed. To make matters worse Shell Energy never called or wrote to us about any money being owed or the fact that they have now taken over our account. I am on the phone right now trying to call them. I have been on the phone queue for the last 20 minutes. As soon as I can I am switching providers. STAY AWAY FROM SHARKS LIKE THIS.

Like taking money but not returning it

I was with First Utility and then Shell took over, First they tried to up my DD despite me being over £400 on credit and now after being gone for nearly 6 weeks I’ve still not received a final bill or my substantial refund of MY money.


The worst mistake I have ever made is switching

The worst mistake I have ever made is switching to Shell .
It was agreed that my monthly payment for duel fuel would be approximately £54-00 . Although not that much less than what i had been paying elsewhere but i thought i’d go with it. Big mistake !!
My first bill was DOUBLE that amount .
I have tried to contact shell customer services only to be put on hold each time for nearly an hour so had to hang up as I dont have time to wait . I tried online and the automated customer service did not understand my issue .
Please think twice before changing suppliers it causes a lot of stress and can cost you dearly …..

Worst Customer service EVER!they will…

Worst Customer service EVER!they will let you wait 30-40min then they will disconnect your call on purpose I have tried 5 times to speak to somebody and spend hours on my phone to them!AVOID FOR ANY COST!!!

Absolute rubbish

Absolute rubbish! Chase you every day for money as soon as a bill is produced. Try to blackmail you into getting a smart meter. Only interested in making as much money as possible. Extremely expensive.


I was told my duel fuel would be £70-£80.
First 3 months my direct debit was £80. Then suddenly shot up to £140 for remaining 4 months. Then when i cancelled contract Shell sent me a final bill wanting £386 more. Averaging £169 per month plus £100 early cancellation fee on top. I never paid more than £103 with old supplier in 20 years living at same property. NOW WITH OMBUDSMAN TO SORT OUT THIS MESS.
Do not switch to Shell Energy. You will regret it

Avoid at all costs

Avoid Shell if you want to maintain good mental health. The stress of trying to get through to this company is enormous.

They do not answer their phones they do not hear what you are clearly stating is the problem just give you some company line responses.

The meter reading submission system fails and they cancel smart meter installation appointments with just an hour or so notice twice in my case and then only reimburse for one cancellation luckily they called me for something else and I was told with apologies only one cancellation fee had been paid that was supposedly sorted out but to be honest I could not be bothered to call to check as I have a life and cannot cope with their incompetence and the stress it causes.
I was locked out of the online system twice and could not get a password changed and the meter reading line is simply hopeless and dispite my leaving a reading in November have been told I did not do so,someone needs to take charge of customer services and improve dramatically recurrent apologies are simply not good enough sort yourselves out.

I am now leaving Shell and would advise not choosing them in the first place. and its sister websites,,,,, and are all owned by John Donovan. There is also a Wikipedia article.

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