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AVOID SHELL ENERGY BROADBAND LIKE THE PLAGUE

9 June 2022

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

Avoid this company

Avoid this company. Broadband and phone. I’m in contract. I’m a vulnerable disabled person on #ShellEnergyBroadband priority register living alone. I’ve been without phone line and internet access since yesterday. I’ve missed an important telephone medical appointment scheduled for this morning. I don’t use a mobile phone. I’m sat on the pavement using my neighbours WiFi. Both myself and my son (who lives 2 hours away) have made disproportionate attempts to put #ShellEnergyBroadband faults on their radar. NO ONE HAS BOTHERED TO CONTACT ME AT

The reply is a joke. If #ShellEnergyBroadband really cared then this person would have connected this dots. We’ve tried everything including Facebook and Twitter. I’ve a borrowed mobile. Phone that because (as I’ve said) I’ve no landline, no internet and I don’t have a mobile. I’ve repeatedly asked for someone from the executive complaints team to speak to me and low level staff are blocking this. The account number is XXXXXXXX.
One person (Liam) even said there’s no need for me to go outside and sit on the pavement because he will continue to use Facebook Messenger. Clearly, no thinking because the only connection I have is my neighbours BT connection which I can only access sitting outside on the pavement. He also said, he will set up a reminder to phone me tomorrow. Tomorrow will be 48 hours. No one cares I’ve missed a medical appointment by phone that I’ve waited since last October to have because of the NHS waiting list. AVOID THIS COMPANY LIKE THE PLAGUE. There’s no one with any brains.

Help !

I was with the Post Office broadband until Shell took over.
Was emailed a few times to activate my account, I did, the router went off so no WiFi. Rang up customer help May 27 th, took absolute ages to get through, was told switch router off and on, done, apparently the router is not recognised and there is a fault on the line from the exchange. Ayiesha organised an appointment with an engineer for the 31 st May 8 till 1 ..no show. Called to find out why was left waiting and waiting.
Tuesday 31 st May unsuccessful wait for someone to answer the phone..
Called more times, Naeem answered, will transfer you to the tech team, waiting and waiting was cut off.
Try emailing..got a call from a lady named Pat very sorry etc. Try the wires to the devices make sure there plugged in get a pin to try and reset the router , nowt! it’s still the same!Pat then said she will advise Open Reach next Tuesday or Wednesday.
Meanwhile it’s the bills I have to pay online plus hospital and doctors appointments .
What a complete shambles!
My advice right now AVOID this lot.

Utterly appalling, incompetent service

Pooja, not everyone uses Facebook and / or Twitter (including me). I thought by sending you an e-mail as requested that I might actually get some service: what I got was an automated response saying that you have received a high volume of e-mails, blah, blah, blah (in other words, don’t expect to hear anything soon). I’m not surprised you have received lots of e-mails as your telephone service is dire. How on earth do you expect people who don’t use social media to contact you?? Is it the strategy of Shell Energy to try and wear down the patience of people who want to complain or who actually want you to do something??

Since May I have been trying, on behalf of my mother, to recover an overpayment as she has now left Shell Energy Broadband. I spent over 3 hours on the phone and was eventually told that, because she paid quarterly, the refund would not be paid until July because ‘that’s the business process” and not a single person could do anything. I have been advised, on Trustpilot, that someone will be in touch. Not a word has been heard and NOW they are chasing my mum for return of her router: she NEVER had broadband, which Shell would know if they checked her details: they charged her for Unlimited Broadband on her bill and then put a line in of credit for the same amount, because she DOES NOT HAVE BROADBAND. She received a letter this morning stating that, if she doesn’t return the router, she will be charged £35.00. My mum is 86 years old and gets easily confused (and upset). When exactly will you people stop harassing her and do the decent thing and refund her money? Don’t say you will contact her because she won’t answer calls from unknown numbers. In any case, you don’t need to speak to her, you have all the information to produce a final bill (she advised on 11 April 22 that she was leaving and had to wait until 11 May and here we are, one month later, and you have done NOTHING). I am disgusted at how you are treating my mum and, as I have said on previous reviews, SHAME ON YOU. If you are so incompetent and inefficient that you cannot produce a final bill within one month then the least you can do is to stop sending harassment letters. If this continues, I will be contacting her MP to discuss how Shell Energy treats elderly people on benefits (I have already lodged a complaint with Ofcom).

SHAMBLES

Absolute disgrace they took over coop telephone whom my grandma is with. She’s waited 4 months for a bill then 4 landed together demanding money. She couldn’t pay as she didn’t have a bill we rang and were promised a bill. I was also added to my grandma’s account to handle this for her now they’re emailing back and fourth with out even helping us. Won’t allow me to speak to them can’t get through on the phone grandma can’t register online as she doesn’t have an email and the website won’t allow her to register either with my email. Company is damned disgrace and seriously doesn’t care about elderly customers. Avoid like the plague.

System problem, unnecessary complicated bills and Poor customer service

I used to be Pure Planet customer, the company went under towards the end of 2021, Shell Energy took over.

At the beginning with Shell, it was ok although I’ve found they made their bills incredibly unnecessary complicated than it should be or can be, I am pretty sure some consumers get lost very quickly when they read their bills, maybe this is their purpose.

Then I’ve found their bills keep estimating readings despite I provided actual readings within the period they advised (normally few days before bill date), when I queried this to their customer service who said unless customers provide/submit actual readings on the exact bill cut-off date, otherwise their system will estimate. For instance, Bill date: 6th June 2022, Bill Period: 4th May 2022 – 4th June 2022, Reading Period: 31st May 2022 – 4th June 2022, unless customers provide/submit actual readings exact on 4th June 2022, otherwise their system will estimate few days depending on the date you provide readings

Another problem is starting from my 2nd bill, their system keeps re-calculate my bill, amount ended up calculated, then re-calculated, then cancel, then next bill re-calculating for part of the last period again, this made my bills incredibly difficult to read and understand. I reported this problem to them, they did not deal my query at all, I had no choice but filed a formal complaint, according to their complaint procedure, they suppose to reply within 5 working days, but that is not the case. Again, I had no choice but warned them that I will take it to regulator if they do not reply within 7 days, finally they came back to me and advised me that it was a system error, of course without apologies and did not even advise whether this system issue was fixed or not, I had no choice but went back to them to ask whether the system issue was fixed, they finally came back to me and confirmed the issue is fixed. So from the date I raised this issue to them until the date they confirmed system issue was fixed, it took them total 38 days, and this is based on I chased, gave them warning to regulator and many emails, cannot imagine how long it takes if customers are not actively follow up….etc.

Overall, I do not like this company as customers have to threaten to regulator to be able to get a reply that was their system issue caused it. It tells the company’s culture.

68% increase in 6 months!!! Promises made and not upheld

I was with another company and they changed me over to Shell in January. Since then, they have raised my direct debit 3 times even though I am in credit and in total, have now raised it by 68% from my previous provider. I called last month to reduced this new increase back to what it was previously and although the advisor stated he had done this, he had not which resulted in me calling them back again today. I just feel sad for the vulnerable who might be taken advantage of because they keep increasing their monthly payments for no apparent reason other than to line their own pockets!!! There is no need to increase my payments 3 times when I am;

1: in credit
2: are a household of 2
3: we both work all day
4: have a smart meter and on average, use roughly £4 of energy per day

Stop taking advantage Shell Energy

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. Shell Plc CEO Ben Van Beurden openly admitted at the Shell AGM held in London on 23 May 2022 that all is not well at Shell Energy.

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