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Shell Energy have not got a clue! Absolute clowns

15 Jan 2022

The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.

Shell Energy have not got a clue!

Shell Energy have not got a clue! Apart from overcharging their customer service dept is horrendous! They overcharged us…then reimbursed us…then demanded the money again!! Absolute clowns. Do not sign up to Shell Energy peoples!!! Stick with British Gas.

A shower of cluelessness

I needed to upgrade my main fuse and was told by my network supplier that my energy company (Shell) should’ve upgraded the tails when they installed my smart meter. As they hadn’t, I rang to try and arrange them to be changed. After being on hold for 15 minutes I spoke to the first operator who seemed clueless as to what I was asking and transferred me to EV tariff team who (unsurprisingly and after a further hold) also didn’t know what I needed. They passed me back to customer services who (after another 20 minutes on hold) again seemed confused and gave me a phone number for the smart meter installers. I rang them who said any appointment needed to be organised by Shell and referred to them! Nobody but Shell is allowed to touch the meter tails so I’m completely stuck because of their cluelessness.

Avoid this company

Avoid this company! Was transferred from Green, and I have been trying to leave this company for the last 4 months. I moved out of my flat on September and I have requested for my account to be closed and a refund for the incorrect payments that have been taken. Each time I call, I get told it will be closed within a week, but it’s still open and an incorrect bill is still showing. I have been promised call backs but no one ever rings and no one can tell me why my account hasn’t been closed. I just want to leave and close my account, shouldn’t be this hard.

Have been transferred to Shell energy…

Have been transferred to Shell energy from my provider that went bust. Customer service is terrible. Have phoned and when they can’t sort my issue they say that they will go ave someone phone back, the first time within 72 hours, it never happened.  The second time they promised to phone back that afternoon, it never happened. When using the chat lines you never get to communicate when anyone. I fear for the future of energy providers.

Not the best customer service

Transferred over from green so far the customer service had been mixed everyone always seems nice when you speak to them but you always end up with different information. I have my first bill in December understandable it took a long time but it covered up until the period up until 12th December. I was told I would be billed monthly and my next bill would be 12th January so I assume my next billing period would be 13th dec-12th Jan or there abouts, I was confused as in the app it said my ne t bill was due on January 21st but I recently had an email to submit readings before January 12th so they could bill me. I sent messages on Twitter and was told by Leanne that my bill was due on jan 12th and the app was wrong. Today no bill so messaged again I’ve then been told my bill is not due until February 12th. So to people say 2 different things and the app says something else.


15 Jan 2022

The content below is sourced from current customer reviews of Shell Energy Broadband published on Trustpilot.

By 1pm Broadband failed twice today

… only 1pm and already today the broadband signal has failed to travel the space of less than a metre from the router to my laptop. If you want cheap broadband from Shell Energy, make sure you have loads of wires available to be able to rely on a signal to your devices. Otherwise you will be disappointed with the service. Only 3 more sleeps and I will have a new provider. I have had to pay to leave my 12mths contract with Shell Energy Broadband early, which is a disgrace given the terrible service I have received over the last nine months. I have been advised to contact Ofcom, so this is on my jobs to do list

Not a chance I would recommend this…

Not a chance I would recommend this company. Great prices, if they can deliver you a service. However they are charging me £60 for a new BT line, of which the speed is is 0.04Mb. Having been told to wait for a new replacement modem, I have now breached my 14 day cooling off period, and even though Shell techs have admitted they can’t work out the fault, Shell still want to charge me an Early Repayment Charge. 3 hour+ phone calls and still not resolved. Hopeless. Despite quoting OFGEM policy, the wait to spec to a manager, then back to tech, then back to customer services really does take the biscuit.

I have been without Internet since the…

I have been without Internet since the 27 of December, I told the gentleman that received my first complaint that the router went off. So was send to me a new power source, that didn't work and then was send a router that didn't work finally today arrive a new router that actually works fine. Very disappointed having over 3 weeks without Internet and still paying full bills.

The above are extracts from negative customer reviews about Shell Energy posted during the last few 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

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