Shell Energy .website Rotating Header Image

Todays standout Shell Energy review on Trustpilot

Worst company!

This company is employees liars and greedy people. They lie to get commission and trick people into going for expensive tariff.
SAVE your TIME and GO SOMEWHERE ELSE!!
They do not care about the elderly, the single parents or any vulnerable customers.
Speaking to them on the phone is a nightmare.
Nothing they say is consistent across the business. It’s actually RIDICULOUS! These guys will go bust and crumble very soon.
They work with ACN who lie elderly to joining them in the most EXPENSIVE TARIFF and also tariff that have and home bundle are SCAM! They claim you get a free goody but if you look at your tariff rate. ITS RIDICULOUSLY HIGH! You pay for the item via Standing charges and unit rates. GREEDY!

Every person on sales need to be rid off and start again.

If I could, I wouldn’t even give them that one star.

MORE ZINGERS ABOUT SHELL ENERGY POSTED ON TRUSTPILOT IN THE LAST 48 HOURS. 

Avoid Shell at all cost

Avoid Shell at all cost! i was informed that I should make an appointment to have smart meters installed for my gas and electricity. If I didn’t, I’d be transferred to another more expensive tariff and be charged £60 for each fuel … £120 penalty! What a cheek! Living in a flat 4 floors above the meter was not a problem, I was told, twice,once by email and once by phone. Smart meters have just been installed, and surprise, surprise, the signal from the meter is too weak to reach my flat. What a pathetic organisation! As soon as my contract is up, I’ll be going elsewhere for my fuel AVOID! Or you may be penalised!

Shell Direct Debit accounting makes no sense.

Crazy Shell Direct Debit accounting algorithm.

Well here we go again, been with shell since Oct 2019, not a smooth move by any means, it took around three months to get everything sorted mainly due to the abysmal CS contact delays,hours on the phone, dropped calls,on line chat not fit for purpose, promised return calls and many CS operators not able,or willing, to provide a solution nor take ownership of the customers problems,even now.

So, here we are, now half way through winter, I may use more fuel than normal,especially if there is a prolonged cold snap,so it’s just the right time to have a bit of a nest egg buffer with my account account in credit.

I get an email to say my DD is being reduced by the grand sum of £7 per month!

I check to see why, to find it is being reduced because my account was £26.23 ? in credit !!

If I was in credit to the tune of £100 or so I could understand the reduction, but come on now, £26.23 at this time of the year, they’re having a laugh.

No problems, I stupidly thought, ( I forgot I was dealing with Shell ), I’ll go online and simply revert my DD back to the original amount, or greater, just like I used to do with all my previous gas / elec suppliers, with a couple of clicks, and if I’m well in credit towards the end of the year then I’ll simply apply for a refund,in those terms it’s a saving up club to me.

On to the Shell home page, where you would expect all the info you would ever need to be there, click on help, type in my request, nothing relevant,

Give the assistant a try, again nothing.

A bit more searching and I try the ” manage my payment page”, all my details are there including the new amount in a greyed out box, so yes I can’t change the amount, amazing, why have a function for the customer to make changes that the customer can’t use ?

A further problem being that due to Shell overcharging by the best part of £800 for one bill ( now resolved ), I realised that though my bill date is the 22nd, is made up to the 22nd of the month and that the amount is debited from my Shell account on the 22nd it should also appear on the My Bills page on the 22nd, plus I should have an email notifying me that the bill is ready.

It hasn’t happened yet, I complained about this previously,I had the usual hand wringing condescending apologies, I was told that this would be looked into and was assured that in future, 1) I would get all future bills on time, the 22nd, and 2) I would get an email to inform me that that my bill had been produced.

It is now the 25th, no email, no up to date bill, though an amount has been debited from my Shell Account, is it the correct amount, is my usage correct and accurate ? I have no way of knowing!!

I’ll not bother trying any form of contacting Shell, life’s too short.

Just out of interest, I’ve kept the Trustpilot Shell page up and every day or so as I’m having a brew, I go further and further back through the replies, 41,900 is a long way to go, I guess I’m just over half way, I don’t read them all but just sample a couple per page.

It has been no surprise to me that on every reply to a complaint about poor communications, or lack of, the same, or similar mantra has been trotted out with just slight variations.

The recent ones being…………” I’m extremely sorry that you have experienced high wait times when trying to get through to us regarding you query. We are working on reducing our wait times and have the measurements in place to ensure that these are reduced going forward”…………….

So after a couple of years of constantly repeating ……..” We are working on reducing our wait times and have the measurements in place to ensure that these are reduced going forward “………….. WHAT WENT, OR IS GOING WRONG WITH THIS OFT REPEATED PROMISE OR COMMITMENT, CUSTOMER HELP LINES ETC ARE STILL NOT FIT FOR PURPOSE.

avoid at all cost

avoid at all cost! almost impossible to get hold of. grossly miss quoted how much i would be charges per month as so far I have been charged double what they assured me I would pay. all around terrible service non-existent customer service and impossible to contact even to complain.

Shell Energy’s customer service dept…

Shell Energy’s customer service dept gives a deplorable service and basically gives no direct reply to customers until a third party is involved. Quite honestly i now wish i had gone to a different supplier but as it has taken so long to get this resolved i am reluctant to start again with someone else.

Very very poor customer service

Very very poor customer service, received my first bill, didn’t even give me 4 days before the harrisment calls started as well as many texts saying they would continue to call until payment is made all for a bill of £63.06. Would not recommend them to anyone

OH dear – Colin Crook and Andrew Eadle You need to hang your heads in shame

Poor waiting call time – minimum of 45 minutes, chat always 12 plus in queues. They have a interrupt by a UK centre asking if they can help you with doing things online (comes in at about 5 minutes) inevitably that are of no use else many would use the online minimal facility; so back in to the queue you go. One call to sort an issue generates many more because they simply don’t get it right and this is a self generating customer complaint process. When data is passed over for correction it required weeks of calls to get people to correct. Continually told they are developing new staff through their academy – God help us all. It should not have got to this stage to realise the ship was sinking. To little far to late Im afraid. This level of service has been ongoing for many for 12 months plus so either staff don’t stay, they cannot employ the levels required of they are just not fully focused on service. This has been going on since Shell took the brand over. Now listed 12th in the list of providers is not by accident. How many company’s have a speed dial option when complaints are generated to through citizens advice. However, did speak to one gentleman in Customer Resolution – he was exemplary but he appears to be in the tiniest minority and I suggest Shell keep him close on side as any company will be happy to head hunt him – He knew his job, didn’t shy away from dealing with their issues and was very transparent. He was / is the only reason Im there – Will I renew my contract? – I really doubt its possible. We pay top price for abysmal service. Andrew Eadle needs to get a grip and quickly else 12th is of limited time. Even trying to opt for new contracts takes forever on hold. Despite my best endeavours it has been a nightmare which is sad as when they were First Utilities they were superb and customer service was quick, well trained, easy to work with even if there was a problem (which was rare).Will I recommend? – I can’t because they give little confidence in their systems and services to make me feel they are making improvements. And before any Shell Energy person offers through here to talk about it – I tried previously and waited 55 minutes on hold and then passed around until I gave up.

Customer service is embarrassing

While the tariffs are good and they may be cheaper than the others their customer service is APPALLING. It took 2 weeks of calling every day before I got through. I was then told it would be 20 days. After more than 20 days they offered me 3 appointments to choose from, then gave me one a whole month later – what was the point?
Absolutely embarrassing, will be switching at the first opportunity. The 2 stars is only because they do actually provide gas and electricity, if it was just customer service it would be 0.
Rant over.

Cold call on elderly vulnerable ladies

Cold call on elderly vulnerable ladies. Enter their house even though ‘no cold calling signs’ on door and coerce them onto more expensive tariffs.
Morally corrupt company

STILL BEING CHASED UP FOR PAYMENT OF…

STILL BEING CHASED UP FOR PAYMENT OF £196.00 THEY SAY I OWE GOING BACK TO JULY 2019, I KEEP ALL GAS AND ELECTRICITY FIGURES FROM WEEKLY METER READINGS AND GAVE THESE TO CITIZEN’S ADVICE TOGETHER WITH SHELL ENERGY FIGURES FOR KWH CHARGES FOR GAS AND ELECTRICITY AND THE DAILY STANDING CHARGES FOR GAS AND ELECTRICITY, THEY AGREED THAT I HAD OVER PAID THESE LYING BLOOD SUCKERS BY AROUND £350.00, TOOK MY COMPLAINT TO THE OMBUDSMAN (PAID FOR BY THE ENERGY COMPANIES) AND WAS TOLD THAT THE SHELL ENERGY FIGURES WERE CORRECT, JOINED FIRST UTILITY IN NOVEMBER 2017 AND NEVER GIVEN ANY ENERGY CHARGES BUT DD PUT IN PLACE FOR £76.00 AFTER GIVING THEM 12 MONTHS WORTH OF CONSUMPTION FIGURES, THEY DELIBERATELY PROVIDE LOW CHARGE FIGURES WHICH DO NOT PAY OFF THEIR SUPPLY AND THEN FALSELY TRICK YOU INTO A SO CALLED FIXED TARIFF MULTI YEAR AGREEMENT, OFGEM WERE USELESS AND I HAVE TAKEN THIS TO MY MP, THEY ARE CON ARTISTS AND FRAUDSTERS WHO COULD NOT DRAW A STRAIGHT LINE WITH A RULER, AVOID THESE SCUM AND PASS THE WORD ON.

Since shell energy has taken over first…

Since shell energy has taken over first utility the customer service has been appalling. To make a complaint or enquiry takes at least 20 minutes hanging on the phone listening to the awful piped music. Why not try to employ humans not robots???

These are a complete and utter waste of…

These are a complete and utter waste of time.
I only want to pay off my final bill £33 so far it has taken me 5 attempts just get stuck in a loop on the automated system.

I shall not be trying again, so happy to have got away from this useless organisation

Still waiting for Shell Energy to…

Still waiting for Shell Energy to completely resolve my complaint, first recoded here in July 2019. I finally had my gas meter read (I’m unable to access it) by shell’s Contractor in January 2020. However it is impossible to convey to Shell that my gas meter reading taken in January 2020 is STILL NOT SHOWING ON MY ACCOUNT. The latest recorded reading, is May 2019. I have sent numerous emails requesting my gas meter reading be updated with the January 2020 record. But to no avail. I don’t know how else to convey this message more simply.

DISATISFIED CUSTOMER

December 2018 I was asked if I would like to go onto the new best
tariff in feb 2019 as my existing contract would be ending, naturally I agreed , they said you don’t have to do anything ,we will do it all for you,this end so come feb 2019 I naturally assumed it would automaticly swap over, well over the summer months I didn’t notice a great difference to my bills and thought all is well, December 2019 I had one hell of a shock just 2 of us in the house the bill £249.50 for one month gas/electric I finally managed to get through, to a real human being, told them the story ,and they apologized that nobody had bothered to carry through the transfer in fed 2019 so I was left on the existing tariff paying through the nose , they offered to transfer me straight away to the better tariff which is £ 300a year cheaper I naturally accepted , asked what sort of compensation they would offer me for their mistake , the maxim they offered was
£ 10 so I probably lost well over £ 200 during the year, disgusted with the service im in the process of moving to a more trusting company, but have put matter it in the hands of the ombudsman who are now looking into the case. MY ADVICE WOULLD BE STAY CLEAR BEST OF LUCK

Comments are closed.

%d bloggers like this: