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Shell PLC trying to hoodwink/extract additional profit from elderly bereaved customers?

“Utterly shocking customer care. 55 minutes on hold then silence, cut off. Charge 3 times what BT do and prey on vulnerable pensioners.”: “customer service received from them, was charged for 3 months broadband even though i had switched supplier, takes 3-4 hours to get an agent online…”

13 MAY 2022

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

Utterly shocking customer care

Utterly shocking customer care. 55 minutes on hold then silence, cut off. Charge 3 times what BT do and prey on vulnerable pensioners.

Shell trying to profit from bereavement

Elderly father died, tried to transfer broadband/phone contract to elderly mother. As is often the case the deal they had was poor value (£36 for BB and anytime calls) so asked about moving to one of the better ones advertised on their site. Not only could they not move change the deal when transferring account to my mother but they would also lock her into another 18 month contract at the high rate … I can only see this as Shell PLC trying to hoodwink/extract additional profit from elderly bereaved customers. Do they really need this additional profit at this time? I’ll have to sign my mother up to a different provider now of course but find this type of behaviour from shell pretty shoddy.

Terrible customer service received from…

Terrible customer service received from them, was charged for 3 months broadband even though i had switched supplier, takes 3-4 hours to get an agent online, emails they are averaging about 3 weeks for a reply so far

To get a refund they asked for ‘evidence’ even though they could see i wasnt receiving there service any more, even then they tried to charge me for not returning the router, the router got returned and im still waiting for the refund even though the email said 10 days, im now on week 8 and waiting again 4 hours to get online agent just so i can speak to somebody..

oh it gets better the refund was applied as a credit to an account thats no longer being charged as i have moved supplier, if your owed money dont expect it back they have jumped through flaming hoops to avoid paying me the refund that is owed 🙁

Shell Energy Broadband

Shell Energy Broadband – Shell Energy Broadband have to be the worst company I’ve ever had the mis-fortune to deal with. I was moved from the Post Office to Shell Energy. Without choosing too! Despite the letter telling me my price would not go up, it went up and then on the next bill they put it up again! When I left they kept trying to charge me for a month I haven’t been with them. Phone hold times from 30 minutes to my record of one hour 15 minutes. In the end they overcharged me on my Final bill, I just paid it (after another 35 minutes on hold!). It was worth the extra to never have to deal with them again.

So so so bad

So so so bad. Had to call up 5 times before somebody cancelled my broadband. It was the end of my 12 month contract and the service was so bad I asked to leave, they said my contract had ended but they kept charging me and it wasn’t until I had to spoken to 5 people that it was actually cancelled! I spent countless hours on hold to multiple people, all of whom told me the issue would be sorted or that someone would call me back… guess what! They never did! They actually brought me to tears I was so frustrated. I put in 2 official complaints to try and get the issue sorted as I was due a refund for the month I didn’t want, I heard nothing back despite the website claiming I would definitely get a response. For the last 2 months I have been dealing with Shell trying to get a refund using Twitter, I have to send a message every few days to check on it and I’m always told lies. Finally I received a refund today and it’s for the wrong amount! I’m so desperate to be rid of these people, everything is a complete horror show, they are just awful money grabbing scammers! But I won’t stop messaging until I’ve got all my money back. AVOID AT ALL COSTS I BEG YOU!

Terrible customer service

Terrible customer service! We had a smart meter installed back in February, which has never worked. Have tried contacting shell at least 5 times but they never respond or even acknowledge any correspondence. Would definitely not recommend!

Shell Energy are hopeless

I would give a minus 1 to Shell Energy if I could. Shell Energy are a complete nightmare to deal with. Queues of up to 50 plus long if you call. Systems that are maddening in the extreme. Shell have acknowledge on April 19th that they put me on the wrong tariff. They told me I would receive a new statement withing 5 days. Nothing appeared. Now Shell have started proceedings against me to recover money based on the wrong tariff. I have the money. I wan to pay. All I need is to be told how much based on the right tariff. I have never met a more wooden and useless system.

Ignoring our requests for smart meters!!

Unfortunately we’ve been moved to Shell Energy without any choice – we will be changing providers!! They’re just awful!& We’re trying to get smart meters installed, which is a right given by the government, but their computer says no and they’re not replying to any of our emails. How lack of customer service but still taking our money every month is even allowed in this day and age!!??

No call back from Manager

Spoke to Customer Service yesterday and was assured a Manager would contact me today. No call back received.

Disgraceful company

I was given to Shell energy for gas and electric when my previous provider went bust in October 2021.What could I do! I have found out they are robbers charging me 50% more than the last provider.You might blame me but I honestly did realise that they had put me on this massively inflated rate before the last price cap increase.It is so difficult to speak to there call centre in South Africa,the people they employ are just typists,no Idea of customer service,absolutely disgraceful company, paying people peanuts

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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