Extract from Shell Energy customer review posted on Trustpilot today: “I have tried to call Customer Services 3 times and have so far been on hold for 46 minutes, 28 and 34 minutes respectively without actually speaking to anyone. Not sure what else to do, when they don’t answer the questions from our emails and I can’t get through to anyone to speak to them. Any ideas anyone?”
Featured below are extracts from negative customer reviews about Shell Energy posted in the last 24 hours 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 13 April 2021.
I just want to speak to somebody!
We were undercharged by Shell Energy and were left with an outstanding bill. Which is understandable and we are happy to pay, however we wanted a break down of the bill and how the final payment figure was come to.
On receiving the final bill in the post, we went online and there has been a further £496 added. So after repeated emails from my wife (which haven’t been replied to), to them to understand, how they have come to this figure, over what period etc what exactly is the final bill, we received a letter, saying that our account was at risk of being placed with an external collections agency. I have tried to call Customer Services 3 times and have so far been on hold for 46 minutes, 28 and 34 minutes respectively without actually speaking to anyone.
Not sure what else to do, when they don’t answer the questions from our emails and I can’t get through to anyone to speak to them. Any ideas anyone?
Didn’t even want to give 1 star. Have been waiting for a replacement meter for two years with to date at least 6 cancellations for engineer appointments – all from Shell. In the meantime we are being overcharged on estimated bills. Appalling customer service!
Takeshi’s Castle of Customer Support Reps
Where do I begin! For the past 1.5 weeks I have been on the Shell Energy live chat system + calling, calling, calling Shell Energy customer support dept and no-one is able to help me with my issue. I feel like the present in a pass-the-parcel game where I’m definitely not getting any rewards from it.
Trying to become a new customer but my application was rejected. After many, many calls and investigations later it turns out that my electric meter is not corresponding to my property address but my gas is – why I ask?
Spoke to two different Customer Service reps yesterday who said they would need to speak with the specialist onboarding team to get advice and call me back. No response/ call back received. Called again today he basically told me to call back next Monday(!?) to see if things in the system have updated OR make a new application (well the deal I wan’t won’t be the same).
Since I am TRYING to become a new customer, I don’t have an official account number – so having to repeat myself each and every single time is EXTREMELY FUSTRATING.
Useless Shell Energy smart meters…
I was coerced into having smart meters fitted. Beginning of December gas and electricity meters were fitted. Beginning of January informed that the electric meter was not sending data, informed Shell I could not see a reading, sent me instructions on how to read the meter! This was repeated time and time again. Finally on the 6th. April an engineer arrived to fix the meter, informed me it was not recording usage fitted a new one, this also failed to record usage!! Fitter then just left without solving the problem. Contacted solutions team, absolutely useless, told I would be contacted by telephone at a specific time, this time came and went- no contact. Totally useless just like their (un)smartmeter. Resist their products
EBOOK TITLE: “SIR HENRI DETERDING AND THE NAZI HISTORY OF ROYAL DUTCH SHELL” – AVAILABLE ON AMAZON
EBOOK TITLE: “JOHN DONOVAN, SHELL’S NIGHTMARE: MY EPIC FEUD WITH THE UNSCRUPULOUS OIL GIANT ROYAL DUTCH SHELL” – AVAILABLE ON AMAZON.
EBOOK TITLE: “TOXIC FACTS ABOUT SHELL REMOVED FROM WIKIPEDIA: HOW SHELL BECAME THE MOST HATED BRAND IN THE WORLD” – AVAILABLE ON AMAZON.
In March 2021 we switched to British Gas from Shell, everything seemed fine until we received our final bill.
£3,000.00
There’s 2 of us in a 3 bed house, both work and the only gas appliance in the house is a boiler.
It became apparent that Shell had been massively undercharging us for 2 years, £30 per month, and after submitting some meter readings they then dropped us onto £26 per month.
This being our first property we didn’t think this to be out of the ordinary.
We were never informed by letter or email of any debt mounting up, only when we left were we sent a text saying £3000 will be debited from your account today, by which time it had gone.
We managed to get it back but they tried again to take £3000 the very next day.
Shell have massively underestimated what they should have been charging us for 2 years, never carried out their direct debit checks and then landed us with this bill when we switched.
At first they refused to honour the back billing agreement and tried to charge us for the previous 2 years, when pushed they reduced arrears to £1600.
They have admitted many times on the phone they have failed us as customers and whilst we are not blameless, a lot of the fault lies with them. Meter readings have been submitted and whilst some went through a fair few resulted in errors messages on their website. .
We offered them 25% of what is claimed we owe as we felt this was a fair reflection but this was rejected.
We are now in receipt of daily emails, the odd letter and infrequent phone calls demanding payment with threats of ruining our credit score.