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Rubbish Customer Service at Shell Energy

Featured below are extracts from negative customer reviews about Shell Energy posted during the last several 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 27 May 2020.

They don’t communicate

They don’t communicate, and they just charge what they want, tried leaving them so they put the bill up, rip offs dont go with shell energy worst company ever!

Rubbish customer service

Rubbish customer service. Just spent half hour waiting to speak to someone about confusing emails re tariff, then after two minutes I was cut off!!!

Horrendous company. AVOID!

I would give 0 stars if I could. Was with first utility which was fine then Shell bought it. It came up to my renewal date with only a marginal increase in cost so I renewed. A month or so later they said my bill was going up for £57 to £83! Why wasn’t it mentioned when I was at renewal stage that I was in arrears?! They tricked me into renewing and tried to increase my bill. Now I’m leaving I have to pay £60 to leave as well as my the other money owed. Outrageous. Will never ever ever ever return to them.

If I could leave a 0 star review I would

If I could leave a 0 star review I would. Shocking customer service. We left supply on the 5th May and they are continuing to take direct debit payments with no explanation. When speaking to an agent online, you tell them you want to raise a complaint and a SAR and they leave the conversation! AVOID AT ALL COSTS!!!


Leave well alone am sure there don’t understand plain English there send us threatening messages going to do this and that we spoke with customer service about this but still demanding money that wasn’t our fault paying low through the summer and instead of writing or letting us no kept the summer payments through winter it doesn’t take Einstein to work it out you going to pay a wee bit extra over the winter months because there were taking money out when the bill had been paid I cancelled my DB and then phoned to set up again because we owed some arrears we managed to come to some arrangement but there still demanding money saying there going to send debt collectors around like to see you try and yesterday man came knocking at our door saying he was from shell to collect 400 pound and if we didn’t pay there and then he was cutting us off told him to foff and come back with a court order so be aware of tthem

Rubbish Supplier

I have been attempting to speak to someone at Shell energy for7hrs today,I have been passed from one person to another none able to resolve my problem .In April Shell reduced my direct debit not at my request I therefore thought I was in credit ,you can imagine my dismay when I found out I owed nearly £300 pound to them due to there mistake , I was told on the first occasion that a call would come back to me never happened , I want to pay this bill increase my direct debit so when I move to a new supplier which believe me I am I can’t because no one who answers the phone can do this .THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER EVER HAD TO DEAL WITH and nobody cares


Awful. I didn’t choose to be with them I was with the company they took over from who were great. My bills are much more expensive with Shell than 1st Utility. My renewal has just come up and they offered me £74 per month. I just signed over with Green Energy and am being charged £54 per month. Customer service are useless they just cut you off if they don’t have the answer.

Back Billing

1. I got caught up in the back billing fiasco.
2. I asked how they had calculated my new bill so I could check it and close this out.
3. No calculation sent and they advise lockout letter sent, but it wasn’t.
4. Calculation arrive but no explanation, clarification, or before and after showing logic so you can check if they have carried out as ombudsman instructed; are you just suppose to trust them?
5. Now bill department will not talk to you because you have a lockout letter supposedly, they make the rules.
6. Now I just get threatening letters to pay.
7. Normal people actually have to explain why they are charging you something before you pay, but seemingly not Shell, that use to be a name held in high regard but now just view as con merchants

Purposefully Under quote customers to get them in to a contract then hit them with triple the quote

Having inputting all of the requested information last year we were quoted £70 a month for both gas an electric, we have just recieved an email stating we over used and owe £500, when questioned they said it was down to us using more than they quoted us for and that our meter reading were much higher than they’d quoted for, i argued that our usage in no way warrants a such a bill and they said that they used the metre readings to calculate the bill ” correctly,prior to receiving this email i shopped around for a new utility provider as our term was up and provided all information they requested ( our meter readings ) to get a new quote of £56 per month from Shell energy and we have now just recieved our new bill of £96! Just under double of what we were quoted after we gave them readings as requested, their quote systems are purposefully under quoting to entice customers in and one they are bound by contract they charge albeit the correct amount but double if not at times triple what has been quoted, i raised my concern with one of the customer support team Lucas and he said the metre readings are correct which I’m not arguing, i am arguing the fact that they miss quote, miss lead and miss sell a service only to charge the earth after you’re tied in, lucas kept telling me i made a mistake when inputting the metre readings from last year which i know i did not, at first i requested an engineer to check the metre as we are a small household and would not have used that much energy for Lucas to reply they do a test where we the customer take a photo of the readings at a set time each day for a week, i argued that this would not show a faulty metre, it is not a controlled test, nothing would be isolated and there would be too many variables to get a true answer, Lucas responded by saying we can send and engineer but we would incur a charge should there not be a fault ( fear tactics) i will be taking this to the relevant ombusdmun and watchdog should this not be resolved, even with them quoting me last month £56 using metre readings as they requested they have doubled the bill already, absolutely disgusting practice

3 months to close an account!

Closed my mum’s account as she has sold her house and moved into a residential care home.

Despite being almost £400 in credit they continue to take her monthly direct debit from her bank account and according to the website it will take 12 weeks (3 months!) for the refund.

Appalling service!

Never been with this company

Never been with this company, never even heard of them really.
Was with First Utility and they mucked me around for about 1 yr and charged me double what i should have paid, got it all sorted out and they had the cheek to ask me to continue with they.End of story..NO
Some 2 years later , i get call from Shell Energy saying i owe them £87 as they took over F Utility and got outstanding debt, rubbish, got harrassed, blocked there number, but phoned on others for the past 4 to 6 months.
Threatened them with a injunction as am 65 and stressing me to the max.
I owe nothing , especially to them as i have no contract or deallings with them and settled with F/U WHO NEVER CONTACTED ME IN THE 2 YRS PRIOR TO THIS.
Aggressive bullies, should be ashamed of you selves attacking vulnerable people for il gotten gains. and its sister websites,,,,, and are all owned by John Donovan. There is also a Wikipedia article.

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