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Shell Energy Useless, Avoid – warns Trustpilot Review

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 04 June 2020.

Terrible customer service

First they removed the night meter reading from our account so not able to log usage. Then it took 2 months to “sort” only to discover they had put us on different tarrif with same day/night charge. Now they don’t appear to understand what we are telling them and cannot sort it out.

Poor customer service the times that i…

Poor customer service the times that i have tried to speak to them i have given up due to the long wait. Only stayed with them because of my laziness in looking for another provider, won’t do the same next year.


I am writing on behalf of my neighbour. I think your customer service is appalling. She has been trying for a Few months to get the money you owe her. She has spent hours on the phone to you With no SUCCESS.

Possibly the most clueless customer…

Possibly the most clueless customer service I’ve ever experienced.

If you’re nostalgic for the 90’s and want dial up speed than choose shell broadband

If you don’t want internet but you wanna pay an internet bill so you’d feel like a normal person, then just choose shell broadband, I got struck with a touch of nostalgia seeing 90’s dial up speeds…like 30-60kb/s (I’m not joking), takes a couple of minutes to save a photo that is only a few megabytes, I contacted them and they made me wait one week until and engineer showed up to basically explain to me that that’s the best I’m gonna get.

Cannot Access Account

I have been a customer of First Utility for a number of years. First Utility was bought by Shell Energy which now supplies and manages my account. To date I have continued to access my account and usage information via the First Utility mobile app. This is now not accessible. I have downloaded the Shell Energy mobile app but I am unable to gain access to it. I have reset my password via a link sent from Shell but no result. I have twice contacted Shell’s chat service which does not respond. I have contacted Shell by e mail and received an acknowledgement but no resolution. I cannot access my account or usage information which is unacceptable. I am not impressed with Shell’s customer service. Needless to say they do manage to process my monthly direct debit payment without problem.

Cannot close account

I’ve been a customer for just a year and I have been trying to close my account for two full days now. It is impossible to get through to anyone and they make it impossible to close an account. Horrible customer service experience.

My new tariff at £56 was due to start…

My new tariff at £56 was due to start 01.06.2020. I’ve checked every day on the website to see if it’s been applied. Sadly the website was unavailable.
I check today as some very expensive £96 pm tariff has been applied.
Not a happy bunny

Is it time to change my supplier

Just seen my direct debit go up from £95 to £190 since joining under 6 months ago.

I signed up in good faith at £95 believing the estimate given wouldn’t change by very much, but as you can see it has doubled. and its sister websites,,,,, and are all owned by John Donovan. There is also a Wikipedia article.

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