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Shell Energy absolute rubbish customer service

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 08 July 2020.

Terrible service from 0330 094 5800 – please help

I’ve tried to contact Shell on 0330 094 5800 twice. Yesterday, it was a terrible line with a long pause each time I spoke, then myself and the customer service assistant would both speak together. This went on for 15 minutes then the line went dead. Issue obviously not resolved.

I decided to try again today. This time I spoke to a customer service assistant who put me on hold for 23 minutes without getting back to me, then the line went dead again.

The issue is still not resolved. PLEASE can someone at Shell help?

If I could leave half a star..I would

If I could leave half a star, I would. I have been with Shell since they were known as First Utility and I can 100% say they are the WORST company to ever deal with. In short, because I’ve had at least 3 separate complaints with them over 5 years, I moved into a new property on 3rd April 2020 and I still don’t have an account for energy set up, even after requesting this right from the start and carrying out all the needed steps to have this in place for when I move in….I have requested numerous times for clear clarified account payments etc. They said I requested to leave, I never did so they charged me an exit fee, after I provided proof I never joined the company in question. On top of this I have been paying debt to them over the last year and now they can’t provide me with clear proof of payments of this debt – DO NOT GO ANYWEHRE NEAR THEM

Heed my words

In two words, bloody awful! I was pestered to fit a smart meter, told that all of the issues with them had been ironed out and it would make my life a lot easier. Eventually I caved and boy do I now regret it. The first 3rd party bod that came to fit the meter arrived late, got halfway then told me he couldn’t complete the installation because the Shell Helpdesk from which he needed to get some activation number had closed for the day. I was told Shell would contact me to make another appointment. They didn’t and I was left chasing Shell trying to get someone to come out. That was an exercise in frustration in itself as I tried to get the Helpdesk person, whose grasp of English was basic at best, to understand the situation. Eventually they sent someone out who informed me the first meter hadn’t been fitted properly and he would need to fit a new one, which he did. The In House Display unit worked so ‘all good’ I thought… for about a day when the monitor suddenly stopped working. I then had to go through all of the hassle of trying to speak to someone in Shell again (loooong waits on the phone). When I finally did they informed me that my smart meter wasn’t communicating with them and that it was probably due to the location of the meter. Brilliant! So now I have a not-so-smart meter that I never really wanted in the first place that I still have to manually send readings in for. Thank you Shell!

The worst company ever

The worst company ever. I signed up for 80 pounds a month capped priced after 4 months shot upto 180 pounds without any consent. Just keep eye on your bills. Took me 1 year to solve the problem

Absolute rubbish customer service can’t…

Absolute rubbish customer service can’t get a bill, won’t accept email or password or let you change it, total joke spent nearly two hours on their website and on hold on the telephone but still haven’t got a bill, I haven’t a clue how much I’m paying.

I would not recommend shell energy you…

I would not recommend shell energy you can get through to them to pay your bills his is joke for gas electric the line or ways busy I am iiving them to go to someone else’s Heidi rowson you can only pay by direct Debit you can just pay by cash at the post office

Not a good experience should have done more research

Absolutely awful it seems to be almost impossible to to get to speak to a real person, the virtual assistant is useless can only answer about 10 preset questions.
Their email address appears to be a state secret and unlike Octopus energy they cannot use my existing smart meters. Also asked me for a gas meter reading and then disputed my reading its only 4 digits not rocket science took a photo to email to them but no email address to send it to. Anyway after one week I’m off going to cost £60 in exit fees but well worth it to escape from this company, a company that relies on a useless Bot to deal with real people

Had no welcome letter

Had no welcome letter, so could not access account setup to give opening reads. Had to phone to get that problem solved.

Then 11 days in my account shows that my opening read for gas rejected. Shell must have given my reads to my old company as I got a final bill with the opening reads I gave to shell. So how come gas been rejected in shell account. Rang again got no reason. They looking into it and told they will ring me on saturday at 10am. We shall see if that happens!!!!!!!!
So not a great start – 11 days in

Avoid this provider!!

Customer service lied to me on multiple occasions and one of them was verbally abusive towards me. My bill went from £58 per month to £222 on there cheapest tariff. Changed everything in my house from bulbs to appliance’s to low energy eco and still my bill increased. Shell energy are 100% scammers that you should avoid at all costs because they will rip you off.


Diabolical. Changed to Shell energy in March of this year with a promise of £66 a month payment to cover usage same as the previous year. 3 months later been told that payments need to increase to £94. Cannot get in touch with Shell directly and online goes in circles with no proper answer. My usage has not changed. Am now going to return to old supplier as soon as I can get in touch with somebody at shell to tell them. Would rather pay the fees to leave than let the rob me through false representation in March. and its sister websites,,,,, and are all owned by John Donovan. There is also a Wikipedia article.

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