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Contacting Shell Energy Customer Services is a Nightmare

Featured below are extracts from negative customer reviews about Shell Energy posted over the past 4 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 2 Oct 2020.

almost impossible to contact

almost impossible to contact, no telephone number available to call, im sure my smart meter for electricity from another company is not working but havent a clue how to contact Shell !!!

Contacting customer services is a nightmare.

Contacting customer services is a nightmare.

This morning I spent 1 hour and 20 minutes on hold waiting to speak to someone. I was not reassured when the assistant I eventually spoke told me that it’s always like this due to volume of calls, even at 8 am.

I had been promised a call back from them – but this didn’t happen.

Perhaps employing more staff might help?

Very poor. I have better things to do with my time and the web site couldn’t handle my need.

WORST EVER

THE PARASITES KNOWN AS SHELL ENERGY HAVE BEEN HARASSING ME FOR THE LAST 14 MONTHS TO CLEAR A DEBT OF £196.00 WHICH DOES NOT EXIST. THESE LEECHES OWE ME £350.00 FOR AN OVERPAYMENT I MADE TO THEM IN JULY 2019 PLUS £60.00 CAUSE I WAS NEVER ON A TARIFF WHICH WAS GENUINELY FIXED.
THEY PUT A DIRECT DEBIT IN PLACE FOR £76.00 WHEN ACTUAL COST OF GAS AND ELECTRICITY NEEDED A D/D OF BETWEEN £110 AND £120 PER MONTH, NOW A LOW LIFE DEBT RECOVERY FIRM CALLED MIL COLLECTIONS ON 01872 267137 RUN BY SOME PAID MONKEY CALLED EVANS ARE TRYING TO RUIN MY CREDIT RATING BY ISSUING A DEFAULT NOTICE FOR NON PAYMENT OF THIS NON EXISTANT DEBT.
IT SEEMS LIKE THE DREGS OF THE ENERGY SUPPLY INDUSTRY HAVE MERGED WITH THE DREGS OF THE DEBT RECOVERY INDUSTRY. COMPLAINTS TO MY MP, THE ENERGY OMBUDSMAN AND OFGEM ARE NOW IN FULL SWING, AVOID THIS GARBAGE OF AN ENERGY SUPPLIER AT ALL COSTS.

Would I recommend? Absolutely NOT.

Awful, dreadful experience. Switched to them on the 20th July. Worst switch I’ve ever made. Switch still not complete in spite of many exchanges with them. Weak, insincere apologies but absolutely no explanations. No escalation procedures within customer service. I’m so angry and upset. Even if they sort it now, I’m leaving as soon as I can.

Poor Customer Contact

Having tried to ring Shell Energy, and on hold for a long period, they committed to a callback. This call dropped out and I wasn’t called again. I had to, yet again, re-contact them!

Dreadful service

Dreadful service. My broadband order wasn’t processed twice even though I was issued with an order number and booked a date for engineer to visit. The third time I tried to arrange it the offer was closed. I got no response to my complaint just an email just to say my complaint had been closed. I have an energy account with this company I shall now be moving my account elsewhere.

Disappointing

Very disappointed in my switch, having been with my previous Energy for decades! I called Shell to organise the best date to collect my very first direct debit payment (2 weeks in advance) to be told that this was no problem and all was in place. My direct debit was collected 2 weeks before the agreed date. I had to call back to query, only to be told that the Advisor didn’t do their job properly. So in essence, I am already in arrears before I’ve even started as I wasn’t prepared to pay for 2 payments in one month, in addition to the amount owing on my previous Energy provider as a result of the switch. Still waiting for the refund…

Bad service

I was a customer of Shell energy until July 2019 and I had switched electricity providers to another company however I had switched back to Shell Energy in October 2019 and had make another switch to another provider in March 2020. I have received bills FROM SHELL ENERGY during the dates in which I was not a customer, I have raised this with the customer support team and this is still an ongoing issue and has not been resolved in over 6months. I am still DUE A REFUND regarding this. I am still getting bills from the dates in which I WAS NOT A CUSTOMER. I would like this sorted out as soon as possible.
I would like someone from management to inform me in what the confusion was and why the switch went wrong? And how they cannot find some details from the switch over from the other company.
I have had a lot of communications since May 2020 and when you view my accounts you can check the communications. Thank you

After waiting for 45mins every time l…

After waiting for 45mins every time l phoned and until the last phone call no one knew anything. The last person answered all my questions straight away. You don’t support internet in my area so no discount

I’ve complain about in-home display and…

I’ve complain about in-home display and app I cannot see my energy usage on both of the locations pointless to have a smart metre and the customer service is horriblethey asked me to send a screenshot for two weeks off not heard anything so follow them up and they said the moment forward that email to the relevant department I forgot to do it that shows what kind of customer service they have

Just joined Shell energy

Just joined Shell energy. Had final bill from old supplier. 4 days into new contact with shell I get a bill for a full month for energy I haven’t even used yet.
Shell have said that the direct debit will come out on the same day each month as this is how it’s been set up.
Just bad luck that the date falls just a few days after joining shell.
Even still I think it’s wrong. I think that they should wait a full month before taking the first payment. Thanks to the way shell does things I have had to pay 2 dual fuel bills for 2 different suppliers in less than a week, a big hit from bank account when you’re not expecting it.
Also was on hold for 40 minutes for customer services before speaking to someone.
First impressions aren’t good so far

Impossible to give opening meter…

Impossible to give opening meter readings.

You would not allow my son to register me as a vulnerable customer.

royaldutchshellplc.com and its sister websites royaldutchshellgroup.com, shellenergy.website, shellnazihistory.com, royaldutchshell.website, johndonovan.website, shellnews.net and shell2004.com are all owned by John Donovan. There is also a Wikipedia article.

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