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Recent “bad” reviews about Shell Energy on Trustpilot

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 19 March 2020.

Spent 20 minutes on the phone on hold

Spent 20 minutes on the phone on hold, once the hold music cut could just hear the advisor rustling on the other side of the phone and wouldn’t say anything despite by attempts to start a conversation.

Shocking company

Hopeless,smart meter not working since…

Hopeless,smart meter not working since installed over a year ago
No discount for having all utilities including phone and internet
No way of contact

Ordered broadband and was told I could…

Ordered broadband and was told I could move direct debit date once the account had been set up. The advisor said he didn’t know when I’d get my first bill or when first payment would be taken. Alarm bells started ringing straight away.

Now I’m told my direct debit cannot be moved. Absolute joke of a company will be recommending that people do not use them.

Beyond incompetent!

Beyond incompetent!
Layer and layer of disjointed departments who are incapable of communicating with each other.
Incorrect and inconsistent advice given by numerous customer services advisors, resulting in multiple complaints raised with ‘resolutions’ that are reversed within days. Worst example being a single direct debit of £2346 which I fortunately caught in time with my bank and cancelled.
Rude advisors who promise call backs and never follow through.
Do yourself a favour and give them a wide berth. It’s honestly not worth the stress, go elsewhere.

I got a email last week that they we…

I got a email last week that they we going to increase my payment from £83 to £112 this is the 2nd time they have done this, I was only £1.80 in debit,which would of balanced out when my fixed term would of end in August. On this 1st occasion I managed to get them to keep to original amount but on this occasion they refuse to budge. I took up on the offer as it was SUPPOSED to be fixed term which turned out to be a lie, I will be changing from Shell once my fixed term ends and will not recommend them to anyone. I was with First Utility and had no problems at all but since Shell have taken over it is a problem, even my smart meter that was fitted last year does not work properly, and all they say it is a nationwide problem, it reads the Gas but not Electric have to submit it manually every time. Disgraced with the service and there understanding especially what is happening with this virus and instead of helping people they are getting them in debit and filling there own pockets.

Shame you can’t review with a

Shame you can’t review with a – as this company take the prize for daylight robbery.
Formerly First Utility whom I paid over £1000 to when I moved out of my house, who then decided over a year later that I still owed them £295 so I paid this off through a company called Moriarty Law. Well they have now sent me another random letter through a different debt collection agency saying I owe them £97.18. I would love to know what morons are running this company and why they seem to think I still need to pay them money despite not having anything to do with them since 2017. Note to future customers, do yourself a favour and AVOID this sham of a company. They will rob you blind until you are on your knees

Lies and unprofessional

Lies and unprofessional
Even their managers are the most uncommitted I have seen ever

Do not recommend.

Moved into a property where Shell energy was the current supplier, i switched three days after moving in. I was supplied energy through shell for 21 days until the switch became effective. Working full time, heating on a timer, 1 bed flat. I got a first and final bill of £96. for one person, who is out of the house 12 hours a day. I asked Shell to look into it and didnt hear a word back except being sent an email saying my balance is outstanding and being sent to collections. I’ve seen enough about Shell customer services to not bother pursuing the issue any further. I called and paid, the customer service provider was fine, but when i needed to give my card number i asked if someone has a speech impediment how are they able to pass their card number and she said “I am sorry i cannot answer that” interesting. Good training provided to call staff dealing with potentially vulnerable consumers. OFGEM would be interested to know about this i’m sure. Secondly i asked if my payment confirmation could be sent electronically which there is no system capacity to do so according to customer service agent. Again short comings in systems and controls and very manual processes. SO GLAD i switched straight away, in my experience to date i would definitely shop around. and its sister websites,,,,, and are all owned by John Donovan. There is also a Wikipedia article.

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