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Trustpilot Reviews of Shell Energy: Awful, Horrendous, Pitiful, Horrible

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 10 Oct 2020.

2 Wasted hours

I phoned Shell Energy to discuss my tariff. I spent 2hrs being put on hold being transferred and cut off. I can’t imagine a worse service.

Having to wait on a queue of 72 is…

Having to wait on a queue of 72 is unacceptable even during this period. Far too many companies are using covid as an excuse for very poor service.

AVOID – Cannot ever get through to customer…

Cannot get through to customer services….am 82nd in line for online support !!
Also website does not work…cannot access my Account online.
AllI am trying to do is become a new customer …HOPELESS.

Asked them to install broadband and…

Asked them to install broadband and provided number to install on. Ignored my request and took over the main line in my house without informing me. Can’t install on line advised as it’s not registered with Royal Mail! Won’t cancel and trying to charge me £180 for their mistake. Customer service agents are untrained. Horrendous company to deal with.

unable to get answers to simple questions.no one to
talk to just useless machines.try again! went on webchat. after 45 minutes got through put my question and was promptly cut off.I do not use facebook etc.bad service.

Awful service

Awfully service, never reach the right department they always transfer to someone else in the company.

SHELL ENERGY

SHELL ENERGY – I HAVE A PAYMENT PLAN DIFFERENT TO THE ONE THAT YOU SUGGEST I SHOULD BE PAYING YOU FOR THE NON-EXISTANT DEBT OF £196.00 GOING BACK TO JULY 2019.
PAY ME THE £350.00 OVERPAYMENT I MADE TO YOU BACK, THE £60.00 PAID TO YOU TO COME OFF A FIXED TARIFF WHICH I WAS NEVER ON, AND PAY ME COMPENSATION FOR THE NOTICE OF ACCOUNT IN DEFAULT ISSUED FALSELY BY THIS RUBBISH DEBT RECOVERY FIRM BASED IN TRURO YOU HIRED. XXX SOLUTIONS (01XXX 267137) RUN BY SOME CONNIVING LITTLE WASTER CALLED EVANS WAS GIVEN FULL DETAILS BY ME OF THE RIP OFF SHELL ENERGY PERPETRATED ON ME. BUT STILL HE JUST IGNORED MY LETTER AND WENT AHEAD, ANYONE LOOKING AT THE SHELL ENERGY CUSTOMER REVIEW WEBSITE WOULD REALISE THAT THEY ARE WORKING FOR ABYSMAL PARASITIC SCUM, GUESS EVANS NEEDS THE MONEY REGARDLESS OF WHETHER THERE IS ANY ACTUAL DEBT TO COLLECT, PITIFUL.

(XXX’S denote redacted information)

Awful

Ignorant and arrogant customer…
Ignorant and arrogant customer services.

Had to verify account details three times as they kept transferring me and not giving the details to the person I was transferred to. Eventually ended up trying to log a complaint with a girl in Poland who could barely speak English. She asked why I called them over and over again even though I explained they called me. Her answer to everything I said was to hum “hmmhmmm”

Still have no idea why they called……

Horrible company to deal with and staff customer service skills are zero.

Worst Gas And Electricity Company Ever

There is a mixture on Trustpilot between broadband and Electricity and Gas. Shame they are not separate as I had Electricity and Gas with them and would give them minus 5 stars if possible. I had a year of stress and that did not end in April when I moved to a new supplier. Shell increase my night rate be 300 units on the final account. Since then all I have had is emails saying they are sorry for the delay. In June I was asked to send photos of the meter readings and meter number. It was agreed these figures were to be used for final bill. In July I was sent a final bill with original figures from April, which was 300 units to high. Today I have had apology for delay and they are looking into it.
Through out the year it has been one problem after another. Worst company I have ever dealt with. KEEP CLEAR.

shell have it wrong.

Our reading were given to shell when requested at the point of change over from previous supplier, both companies given the same reading.

Shell then responded to these readings asking us to confirm them. The gas reading was nothing like the reading we had given. 4000 units higher. It would have been a long time to get to this reading,I don’t think they would let us get away with not paying anything for months, so we pointed out this error. We also included a picture which shows all the meter detail, so it must be our meter and we are not making it up.

We are now having to go through some sort of process to get our reading excepted. Every time we submit details it throws up an error when entering the details. Why is it so difficult. If the two companies talked to each other it could be resolved in minutes. Two month so far, I wonder how long it will take.

We have changed suppliers before with out all this hassle.

I wish I had never signed up to shell…

I wish I had never signed up to shell energy. I was promised savings on both gas and electricity but my DD has more than doubled. Every time I call I am fobbed of with an excuse.
They have taken so much money it has taken me into my overdraft (costing an extra £30). I’m now waiting on another phonecall from them.
I’m now out of pocket and cannot afford to keep calling them to rectify their issues.
Do not join this company unless you want to be out of pocket and cause yourself a massive headache.

Stealing from the disabled

I joined shell based on a few reviews online, i always fuel up with shell and thought hey may aswel switch to shell energy at home too (how stupid i know) the biggest mistake i ever made. All they have done is rob me, i went on a holiday for 2 months and obv was not using no gas or electric and they charged me 178pounds per month i was gone, i called and mentioned this and said how can this possibly be correct and that is when they said oh we can’t communicate with ur gas meter, so all these months they have been charging me well over a 100quid was an estimate, i have smart meters and the whole point of them is to be charged accurately, they then said that i have to give them readings everymonth, my meters are in my store room which is packed with alot of things and is very difficult to reach the meters, i am so upset and annoyed with this, i have to ask a neighbor to come here and take readings (what is the point of smart meters) i never had this issue previously with any company! Everymonth they have been over charging me and taking it out of my account, when i did give them a reading a kind man over the phone said my gas bill was only 3.80pounds and electric was 12pounds. He was helpful but not helpful enough, he said i have to carry on paying 129pounds everymonth and then i will fall in alot of credit which is money that will be owed to me from shell, but what’s the point of that? Why should i pay alot and struggle financially for the whole of my contract and be charged so much when my bill is absolutely petty few pounds. He said my contract will end Oct 2021 and i have to just put up with it for now! I am deeply upset and depressed every single month when i could use that money on food instead for my baby. Covid is already hitting us hard and during this time i had a major spinal surgery which has left me bedbound. I can’t even start with the amount of stress i have gotten from shell, being charged so much when bills are so less is beyond belief, this is robbery doesn’t matter if they say it’s owed to me and when contract ends they will reimburse what is the point of that when i need money now and it’s being taken off me everymonth!!! I can’t wait for this contract to end with them, i have had a terrible experience with this company, i have NEVER left bad reviews before but i really think people should be aware of this before they decide to switch over to this company. They’re thieves who rob of disabled people. I wouldn’t even leave one star but if i couldnt write this review otherwise. Seriously i just want time to pass quickly so I can switch to someone else I can’t afford to switch over now as charges for each meter is 75quid if i switch and i cant afford that ontop of paying their usual bill everymonth!! Hopefully when contract ends that will be the end of it. My mom and family were thinking if switching over to another supplier and they came across shell online search, goodjob they mentioned it to me and straightaway i said DO NOT SWITCH TO SHELL! i will never recommend this thieving company to anyone!! Oh i forgot to mention, they said they will fit new smart meters for me because they can’t communicate with my meteres and then i get an email suddenly theyre able to re-establish communication!! I doubt very much as they said the same thing back in MAY and bill was still high and once i gave them a reading suddenly bill was low again but they still had to charge me and it would mean i fall in “credit” what an absolute JOKE!!!!!!! UNHAPPY.

If I could give them a 0 stars I would

If I could give them a 0 stars I would. They quote a price and then hike it up. The customer service is non-existent. The women I spoke to kept interrupting with everything I said and then when I interrupted her was told “don’t speak to me like that” she really had no personable skills or customer service what so ever…in the wrong job and the call got nowhere! Waste of time. Avoid like the plaque. The price is not transparent and then they hike the price up without letting you know, can’t wait until we are out of this contract. Should have stayed with Eddie!

1 star is 1 too many for this supplier

1 star is 1 too many for this supplier. The “customer service” department never ever answer the phone. They never ever respond to emails. I have been with them for a year now and despite many hours waiting on the phone over various issues I have never managed to speak to anyone except the tariff people who couldn’t resolve my issues.
They sent me an email telling me that my tariff is ending and I should address it. I tried to contact them for some information to no avail. I am going to change supplier as I cannot stand it any longer.
Be warned stay away.

SHELL. If you deign to respond to this please contact me via the email address you have on file against my account.

i have been trying to contact you re my…

i have been trying to contact you re my smart meter but very difficult.still no success.

First bill was estimated and not…

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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