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Trustpilot Review: Shell Energy have worst business practises

Featured below are extracts from negative customer reviews about Shell Energy posted during the last few days 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 themes in the negative reviews, including difficulty in communicating with the company. This article posted on 7 March 2020.

First utility/Shell energy have worst business practises

I don’t have an account with Shell Energy, I didn’t even have an account with first utility. But because I lived in a property that the previous tenant had a contract on and I called first utility to tell them that the person they are after is no longer in the property, Apparently that means I want the account? they opened an account in my name without my permission. When I moved into the property this relates to I was told it had no gas supplier so I opened an account with southern electric. I haven’t lived in this property in question since 2014/2015 and now Shell energy claim I still live in the property when though I’ve provided proof that I don’t and this is affecting my credit rating because you say I owe £3000+ and you won’t even reduce the amount to the time frame of when I was in the property! For me to get this sorted between you and southern electric! I’m so upset because this is ruining my chances of buying a house!

They never respond to emails or pick up…

They never respond to emails or pick up calls and they hang up on you when you do get through. They do not reply to live chats either. I would stay away from this company if you dont want a headache. It’s better to pay more for better customer service

very poor customer service

very poor customer service, never getting anyone picking up your call, definitely keeping away

Tread carefully

I was a happy First Utility customer on a three year contract. It took three months to sort out a problem with my smart meter readout after a gas meter change. Extremely difficult to contact a human being and was initially fobbed off with you have to wait 28days which made no difference. In fact, I’d say customer service is the worst of any organisation I’ve dealt with. Offered a new contract towards the end of present one which was extremely expensive and very poor value. My account had over £500 credit with no sign that they would ever repay. Avoid!

All is well until there;s a problem…….

Can’t be trusted. They charged me £84.98 for an engineer visit even though they could see there was issues with my broadband. They also promised to cancel the charge after debating but still took the money from my account.

For more than 5 years I have had this problem with my broadband because I live near a railway line. However, I have never been charged before because they can clearly see from there end the drops in service and how long I do without internet (days). Even though I called them up, debated and they agreed to cancel the charge they still took the payment.I have had 5 broadband providers and only Shell Energy has charged me.

The moral of the story is if you have a problem – suffer or pay for the engineers visit. Now I have to go through the complaints process to this issue to the ombudsman.

Not very helpful staff

Not very helpful staff. Was told by a shell sales rep my monthly charge would be £77 a month but in reality is double that. Was also told by the sales rep there would be no cancellation fee. This is also not true. Have been well and truly stitched up. Avoid this company at all cost

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