Posts from ‘August, 2021’

Content sourced from current customer reviews of Shell Energy published on Trustpilot. 

27 August 2021

Poor services and useless customer service

Unfortunately, I had issues with broadband from the start. I couldn’t use broadband at all in the house, In the end I was advised to get hubs which would cost my another £200 more . I don’t understand why I wasn’t getting the service. They tried to help but after 2 weeks of unsuccessful trying I end up switching to someone else. Yesterday I received the final bill which doesn’t make sense. So, I have to pay early termination fee of over £262 but why ?! Customer services explained that my cooling off period finished even before I got connected with them. It means I signed up with 2 weeks before my installation day and when I gone live – my cooling off period ended. Really ?! On the the live day – shell didn’t connected services correctly and I had to wait 4 days more for the engineer to arrive to check . List goes on! Anyway,
Now they are sending me a bill to pay for something I have never used. Which is completely wrong. I understand the person in Customer Services just following process but it’s completely ridiculous and very unfair. The customer services lady just kept apologising to me because she knew they are in the wrong but someone from higher management level didn’t authorise her to sort out my issue. read more

Content sourced from current customer reviews of Shell Energy published on Trustpilot. 27 August 2021

I spent 3 hrs holding on the phone…

I spent 3 hrs holding on the phone waiting to speak to someone at Shell about my account. I finally came to the conclusion that no one is answering calls and they just leave you on hold, I can not believe that I was one of a lot of people hanging on that long, no one has time to do it and it messed up my day by waiting so long. I have tried to contact customer service on their website, but when you click the link to talk to someone it takes you off to a self help page. I downloaded their app and same thing, the links to customer service do not work. The account issue has come from the power company I moved from and not Shell so I only hope that when I do finally get this resolved that they will be OK to work with but right now I have moved from one company whom in my my opinion are money takers and liars to another that won’t even talk to you. Not a happy bunny! read more

Content sourced from current customer reviews of Shell Energy published on Trustpilot. 25 August 2021

Shell superslow broadband

Shell broadband started off good for the first few months, now has choked our broadband and we only get speeds of 2Mbps.

Avoid avoid avoid.

Disgusting company… broken promises, no respect, appalling customer service!

Had a perfectly working smart for 18months. Recently had another installed which not only has been done wrong, but has disconnected the one that has been working fine. On the verge of entering 3hours worth of phone calls, and still nothing has been sorted. read more

Content sourced from a current customer review of Shell Energy published on Trustpilot. 23 August 2021

Terrible customer service

Trying to move your contract to a new home is a nightmare. Chat bots that copy and paste basic answers and customer service phone call takers who obviously don’t know what they are doing.

Passed over and over to different departments.

It’s quite simple, I’m moving tomorrow and would like to submit some readings for my new house.

It’s not rocket science. read more

Content sourced from a selection of current customer reviews of Shell Energy published on Trustpilot. 20 August 2021

Terrible customer service & accounting practices

Easily one of the worst companies I’ve ever had to deal with. When Sell Energy took over Green Star Energy they failed to properly transfer over my account. When asking for a final bill they tried to backdate it over 2 years prior despite the fact that payments had been made. I have been passed from team to team, had someone from customer support pretend the phone line was bad to not deal with this ticket, and had multiple email chains go dead from their end. I have provided bank statements, proof of ownership/residence and 3+ months on this is still not resolved. Might be the worst customer experience I’ve ever had to go through. Would not recommend as a utility provider to anyone read more

Content sourced from a selection of current customer reviews of Shell Energy Broadband published on Trustpilot. 20 August 2021

Very slow Shell Energy broadband speeds

OMG what absolute conmen promise 40 to…

OMG what absolute conmen promise 40 to 70 Mbps now the company is telling me 28 Mbps is good enough because they say that they sent an email, what sneaks in another email I could down to 20Mbps if the email even arrives. avoid like the plague they are tied in with Talk Talk. Oh and they think 0 Mbps is ok and I should accept it read more

Content sourced from a selection of current customer reviews of Shell Energy published on Trustpilot.

17 August 2021

NO RESPONSE, USELESS CUSTOMER SERVICES

No response and no answer to calls or chats
wish I hadnt witched now!!!!
still cant access account
customer service poor
useless

So far everything has not gone to plan

So far everything has not gone to plan, I very specifically phoned to check they would port phone number which they didn’t, now it seems they can’t get it back, someone from complaints team is supposed to phone me, they haven’t, you cannot phone their complaints team, they don’t take incoming calls! So what am I supposed to do now,? The call centre team cannot transfer you either and they cannot deal with the escalated complaint, read more

Content sourced from customer reviews of Shell Energy published on Trustpilot within the last 24 hours. This article posted 12 August 2021

Where do I start

I have recently moved and was going to keep shell energy but then got a bill final bill with an extra 100 exit fee how can they charge you an exit fee if you just want to move the account I hear you ask. Was told by a virtual advisor that someone would ring me in a maximum of 48 hours 4 days later nothing. Tried to complain online wouldn’t submit complaint surprise surprise. Now wrote a letter but they will probably just Chuck it in the bin. Worst energy company I have ever dealt with. read more

Content sourced from customer reviews of Shell Energy published on Trustpilot within the last 24 hours. This article posted 9 August 2021

Since the Post Office have sold off…

Since the Post Office have sold off their Home broadband and telephone business to Shell the service has gone downhill. I have been blocked from phoning overseas numbers and my internet has slowed right down. As soon as my contract is up I shall be switching to BT. It’s worth paying them the extra to get a reliable service! read more

Content sourced from customer reviews of Shell Energy published on Trustpilot 7 August 2021

They do not honour cashbacks.

If you join Shell Energy through a cash back website. Shell Energy will not honour the cash back. You will have to make an official complaint, and then have many, many phone calls before they will eventually honour the cashback.

This is what I had to do. Now my father has joined Shell Energy through Quidco back in March. It is now August and Shell Energy still hasn’t paid Quidco the Cashback. So looks like the same hassle above is going to have to happen again. But my Dad is in his 70’s so I’ll need to get him to give me permission to deal with it. read more

Content sourced from a customer review of Shell Energy published on Trustpilot 6 August 2021

Terrible customer service !!!

An awful unhelpful useless incompetent company with apalling customer service. We’ve been trying to resolve an issue with our meter for the last three months and we’re no further than we were on the first day!!

We’ve called numerous times, submitted photos more than once, Shell themselves have sent someone on three separate occasions to our house to look at the meter and those people took photos and submitted reports. read more

Content sourced from a customer review of Shell Energy published on Trustpilot 2 August 2021

Shell Broadband are awful

Shell Broadband are awful.

They do not deliver speed promised, service fails daily and sometimes numerous times a day.

They are now charging me £240 to exit.

Their customer support is awful with staff who are surly and unhelpful!

Truly awful don’t use them!

Content sourced from a customer review of Shell Energy published on Trustpilot 2 August 2021

THE WORST ENERGY PROVIDER I HAVE EVER…

THE WORST ENERGY PROVIDER I HAVE EVER HAD TO DEAL WITH.
We advised Shell that our tenant had moved out and provided dates, meter number, meter readings, the name and address who will be responsible for the bill after the tenant moved out. We even sent pictures of the meter.

Simple you would think. Not only are we receiving debt collection letters demanding that we pay for the previous tenants bill, it turns out they had the moved the tenant to the flat next door and they are now chasing us for that too. read more

Content sourced from a customer review of Shell Energy published on Trustpilot 2 August 2021

Still no callback & Shell ignore all my emails

Shell have still not rang me back, this issue has been going on since May, it is now August. They emailed saying I’d chosen a tariff that I hadn’t chosen and have ignored all of my emails regarding them ringing me back which they suggested they’d ring me back in the first place! Shell – ring me on Thursday 5th August as I’m sick to the back teeth of getting nowhere via email. You have ignored all of my emails to the address you say to email so let’s sort it over the phone. read more