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TRUSTPILOT: Terrible 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 01 July 2020.

Worst company I’ve ever dealt with

Worst company I’ve ever dealt with.
Where do I start. Dd jump from £67pm to £213 pm. Can’t get through to anyone on phone. Mistakes made by phone operators or they don’t update my account and the next person has no idea I already spoke to someone
Every time I submit a reading on my day and night box shell swap them so they are wrong.
Took £400 out of my account without telling me and then when I rang they said they had no record of it. I had to get the bank to put it back in. Shell said they’d look into it and never did.
Have opened complaint case with resolver and a year later I still haven’t had an explanation or apology and they say I now owe £1700 because of a dummy meter exchange. I have no idea what that means.
Weeks ago I was supposed to be getting a form to work out my budget for replaying and I am still waiting.

Terrible Customer Service

I have been a loyal customer for many years and recently agreed to a new 2 year contract and was perfectly happy with them. Then Shell Energy emailed me saying “We hear you are switching to a new electricity supplier”,etc. I responded I would like to know who advised you that I was switching to another supplier. Most importantly I would like to talk to someone about this.” From that point on, their customer service was disgraceful. They ignored my twice stated request to talk to someone and they deluged me with emails referring to their “Help and advice” which proved to be no help whatsoever. The only reference they made to the source of their wrong information was “industry flows”. When I finally got to speak to a well meaning female with a strong foreign accent, she told me that they received the information from ‘the industry”. When I questioned her she said she lacked the knowledge to answer. Then I was cut off with no warning.

I found the whole process impersonal, time consuming and annoying. I felt that I was part of a purely administrative process so that they could tick boxes and then close my complaint. They made no attempt to treat me as a human being with a genuine interest in the issue. In fact, I am asking myself if I want to continue to do business with Shell Energy.

Terrible experience

Terrible experience
They pass you to ech other if you call them and you just stay in hold forever

Customer service not good

Customer service not good, takes to long to respond to problems.When contacting customer service on Monday 29/06/20 by phone total time was 1.5 hrs before being answered.

Only one complaints handler? Questionable integrity

Their reply is nonsense and clearly indicates that htey have not looked at the complaint in any detail whatsoever – and ignoring the fact that they have deleted records from there computer system so that I do not have all the facts – now also admitting that it will be difficult for me to change suppliers – needs no further comment!!!

Have been going through the complaints procedure for 2 months now. Last 2 weeks – nothing – because the ‘complaints handler’ is not available (presumably they only have one)! They have done everything they can to spin out the complaint – about estimated readings when a smart meter is installed. The penny finally dropped today – my contract with them is up in one month – if I go to the Ombudsman, I cannot change suppliers, if I wait for them to get their act together, I cannot change suppliers. This is exactly what Solarplicity (my previous suppliers) did before they went bust to stop me changing (in their case they applied all my payments to the gas so it appeared I was in arrears on the electric). I cannot imagine any reason why they would choose to treat a customer so badly – other than to sop them changing suppliers – but given how their profits have dropped their financial stability cannot be anything other than in question. Avoid them at all costs – the stress the cause far outweighs any financial saving on their tarrifs

Unfortunately you can’t rate less than…

Unfortunately you can’t rate less than a 1 here. The WORSE internet ever, all customer service does is get you to spend more money to try and get their awful product to sort of work.

I have rung Shell three times regarding…

I have rung Shell three times regarding my energy contract, at present I am still being charged at the wrong rate

I was originally with green star energy…

I was originally with green star energy but they have joined up with shell energy. Had no forms sent out to sign and agree to change energy supplier. By law they have to the proper paperwork,which they haven’t. Only been with them week. They wanted £172 pound. Even though I paid green star energy this month. How can they get away with not being ligit energy company. They take no meter readings. Avoid like the plague.


I came to the end of my contract with Shell and just about to switch to another supplier when I got a call about my account being in arrears to an amount of £1200, demanding some sort of payment immediately. I was extremely disappointed to find out that Shell let me run up a hefty debt instead of informing me my monthly DD was not enough! The CSA who called me even had the audacity to tell me it was my responsibility to monitor and take care of this. Yes, I partly agree but I was also paying for service and would expect some kind of communication apart from a monthly reminder to submit my meter reading!

do not like answering there phones

Avoid, awful company.

Awful company would advise people to avoid. We have been charged exit fees for switching tariffs despite the website stating that exit fees won’t be charged, if you choose a tariff longer than the one you have which we did. It also states that if exit charges will apply a pop up will warn you of this before you make the change, which didn’t happen. I raised a complaint and was informed I would receive a call within 48 hours, that was 4 days ago no call received. and its sister websites,,,,, and are all owned by John Donovan. There is also a Wikipedia article.

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