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Shell Energy Customer Service described as terrible, awful and abysmal

The featured extracts are from negative customer reviews about Shell Energy posted during the last day or so 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 theme in negative reviews; the difficulty in communicating with the company. Some typos and punctuation amended for ease of reading. Posted 24 Jan 2020.

been since Wednesday too many broken… read more

Shell Energy an absolute shambles says customer review on Trustpilot

The featured extracts are from customer reviews about Shell Energy posted on Trustpilot on 22 Jan 2020.  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 theme in negative reviews; the difficulty in communicating with the company. Some typos and punctuation amended for ease of reading. 

Don’t make the same mistake I made and use Shell Energy

The customer service for this company is non-existent, been waiting for help on call for the past 45 minutes. Never ever have I experienced such awful customer service… Avoid this company at all costs.

This company is a joke I left a review…

This company is a joke I left a review on shell last week. Called them again at 10.15 am and waited 20 minutes then a recorded message said they can call you back. It’s now 15.15 and still no call back. Their billing system is a joke… They are a joke cowboys!!!!!!

Would never go back to them poor service

Poor customer service waiting on the phone for a long time I eventually hung up… read more

Trainspotting author Irvine Welsh told off by Shell Energy for swearing in ‘f****** joke’ Twitter row over fuel bill

The Scots writer was ordered to ‘refrain from swearing’ by Shell energy when he complained about their service as he struggled to settle an outstanding bill online.

By Stuart Macdonald: 09:47, 21 JAN 2020

Trainspotting author Irvine Welsh has blasted his energy company after they warned him about swearing online in a dispute over a bill.

The writer had complained on Twitter that he was struggling to settle the debt because provider Shell Energy had not sent him the correct details.

He said he had been waiting five hours for the necessary information and described the situation as a “f***ing joke”.

A staff member from the firm then got in touch with him on the social media platform to try to resolve the matter and asked him to “refrain from swearing”. read more

Dreadful, arrogant uncaring service from Shell Energy

The featured extracts are from current customer reviews about Shell Energy posted 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 theme in negative reviews; the difficulty in communicating with the company. For ease of reading, typos are corrected. 

Terrible

Shell energy are terrible. Extremely long wait to get through to speak to someone and then there is a language barrier. Also long waits for the online chats of which you never receive a transcript of what was said. STAY AWAY!

Shell Energy dreadful company

Dreadful, arrogant uncaring service from Shell Energy in respect of a vulnerable customer registered on their so-called Priority Services Register. The most uncaring company I have ever encountered in nearly thirty years as a career. No responses to complaints, no response to call back requests, lost paperwork, denial of receipts and foreign staff who cannot understand English. This company is not fit to be an energy supplier. As for renewal? Never in a million years. read more

Shell Energy admits failings in its shockingly bad customer support

The featured extracts below are from profusely apologetic replies from Shell Energy in response to stinging customer reviews about Shell Energy posted on Trustpilot. Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and the complete Shell Energy responses). Shell’s apologies try to address the reoccurring theme in the flood of negative reviews – the difficulty in communicating with the company.

Extracts from apologies put into writing by Shell Energy on Trustpilot 

16 Jan 2020

I’m extremely sorry that you’ve had difficulty getting through to us. Please be assured that we’re investing a lot into reducing wait times and making sure we have the support and measurements in place to ensure that wait times are reduced going forward also.

16 Jan 2020

I’m extremely sorry that you’ve had trouble getting in touch…

16 Jan 2020

I am very apologetic for the negative experience you have faced thus far with our services. I can assure you this is surely not the level of service we wish to provide to any of our customers. I would also like to apologies for the long delay in answering your call or essentially being available to take your query.  read more

More dire customer warnings about Shell Energy: STAY AWAY FROM THIS COMPANY!!!!!

The featured extracts are from customer reviews about Shell Energy posted today, 15 Jan 2020 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 theme in negative reviews; the difficulty in communicating with the company. For ease of reading, typos are corrected. 

Similar to a lot of other people on…

Appalling thieving firm If they don’t respond looks like we will have to take the matter further. Oh, my partner is 73 nice way to treat pensioners…

STAY AWAY FROM THIS COMPANY!!!!!

I signed my contract for Fast Fibre Broadband before Christmas and was told that I should be connected by the 6th of January. Rooter etc. arrived in time before the connection date and I followed the instruction to install it. The 6th came and went and I had nothing.

An engineer rang me today to let me know that he could only connect my phone line as the broadband had been cancelled???? So I called cust services again and after 25 minutes spoke to an operator who, put me on hold for another 15 minutes and then another 15 minutes to then not listen to me, not reading my emails correctly (so she did not have all the information) to then blatantly lying to me. read more

Shell Energy publicly branded as being utterly useless

The featured brief extracts are from Trustpilot reviews about Shell Energy posted in recent days. Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative. Watch out for any fake reviews. Note the reoccurring theme in negative reviews; the difficulty in communicating with the company. Typos corrected. 

14 Jan 2020

Avoid. Hidden Fees And Terrible Customer Service

UPDATE 14/01/2020

After reading the reply from Shell Energy regarding my review, I just wanted to update my review state that She’ll Energy clearly don’t know their products or read these reviews properly!

Avoid.

Terrible customer service, hidden “Cease” fee of £15 even when you have fulfilled your minimum contract with them.

Customer service team do not speak with each other, nice and friendly on Social Media, then arrogantly blunt and rude on any private messages.

Will never use any service that is branded with a Shell logo ever again. read more

Shell Energy is a really crappy company

The featured brief extracts are from Trustpilot reviews about Shell Energy posted in recent days. Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative. Watch out for any fake reviews. Note the reoccurring theme in negative reviews; the difficulty in communicating with the company. 

11 Jan 2020

Utterly useless.

I moved into a property supplied by them a month ago and repeatedly have tried to get in contact to register my details with them. Their website is usless, web chat is useless and then I spent 30 minutes on hold waiting for someone who then hung up on me?

11 Jan 2020

WARNING WARNING EVERYONE DONT PERSUE THESE PEOPLE!!!!!!

Omg… I have had problems with shell energy for months regarding outstanding bills and have just read on my news feed that the company is in trouble as other customers are having the same experience as am I, this is crazy and so stressful. read more

Shell New Energies boss calls time on role

The vice president of Shell New Energies has announced he will step down from his role to be replaced by the firm’s global vice president of strategy.

Mark Gainsborough, who has worked with Shell for 39 years, said today he would relinquish the reigns of the New Energy division.

He will be succeeded by Elisabeth Brinton, who has been with Shell since 2018 and previously worked for AGL Energy in Australia and Pacific Gas and Electric in San Francisco.

Ms Brinton takes over the role in April.

Mr Gainsborough, who led the New Energies team for over three years, spent more than 15 years with Shell as a vice president. read more

Energy customers hit with backdated bills

When Clare Crisp received an email from her energy provider, Shell Energy last November, she was shocked and confused.

Her direct debit had been nearly doubled from £72 to £130 per month, despite her account previously being £148 in credit.

“I looked at my bills and thought: what on earth has gone on?” she says.

Eventually, she worked out what the energy firm had done. It had gone back five-and-a-half years, cancelled her previous electricity bills and re-billed her with higher amounts, adding up to an extra cost of £512. read more

Ofgem to probe if Utilita overcharged prepayment meter customers

Last month iSupply paid £1.5 million for “failing to treat customers fairly” and charging more than the price cap allowed, and in June, Shell Energy paid £390,000 for similar offences.

By August Graham, PA City Reporter: PA Media: Money: 9 January 2020

Ofgem is investigating whether energy supplier Utilita broke its legal obligations and overcharged customers with prepayment meters.

The regulator wants to see if customers’ bills were inflated above the levels allowed under the price cap, introduced in April 2017 for prepayment customers.

It is believed to be the third investigation into a supplier for price cap failures.

Last month iSupply paid £1.5 million for “failing to treat customers fairly” and charging more than the price cap allowed, and in June, Shell Energy paid £390,000 for similar offences. read more

Shell’s New Energies boss Gainsborough to step down

The Anglo-Dutch company has made a number of large investments in renewables, electric vehicle technologies and power markets under Gainsborough, including acquiring British utility First Utility…

By Ron Bousso: 9 January 2020

LONDON (Reuters) – Royal Dutch Shell’s <RDSa.L> New Energies boss Mark Gainsborough will step down in April and be replaced by Elisabeth Brinton, who joined the business in 2018 and will oversee the company’s plans to expand its low-carbon and power business.

Gainsborough, a 39-year Shell veteran, set up Shell’s New Energies four years ago as the oil and gas company faces heavy investor pressure to meet the 2015 Paris climate agreement to limit global warming. read more

Shell Energy are con artists and cowboys?

The featured brief extracts were taken from between 6 & 8 Jan 2020. Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative. Watch out for any fake reviews. Note the reoccurring theme in negative reviews; the difficulty in speaking to the company by phone. 

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Very poor And a bad company to switch to… shell are con artists and cowboys

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Shame I have to give a minimum of one star! Moved into a house that is supplied by these jokers. Spent 40 minutes waiting for chat to be told that I cannot register via chat. Spent most of the afternoon trying to get through on the phone as they are always busy.

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Awful customer service read more

SHELL DOUBTFUL OF ACHIEVING THE CLEAN ENERGY TARGETS

Published by Industry Global News24: 06 Jan 2020

The Anglo-Dutch company had promised its investors in 2017 that, it will spend $1 bn to $2 bn per year. The fund will be invested in developing a clean energy project till the end of 2020. The company is falling short of the planned $4 billion-$6 billion to be invested between 2016 to end of 2020. This slow progress is likely to raise concerns from environmental groups that oil companies are not contributing to environmental conservation.

Since setting up the “new energies” division, the country has spent approximately $2 billion in setting up a low-carbon energy and electricity production facility. With only a year left to go, the company is far behind the set investment target of $4 bn-$6 bn. read more

Shell Energy: biggest bunch of cowboys you will ever have the misfortune to deal with…

By John Donovan: 05 JAN 2020

Selection of extracts from pissed off customer reviews about Shell Energy UK posted since 24 Dec 2019 on review sites such as Trustpilot.

From Shane on Trustpilot, 4 Jan

Hideous company a total disgrace to the electrical supply industry.

Absolutely NO customer service as they never answer the phone just look at all the reviews that complain about this.

Constantly overcharge and dispite being massively in credit they never refund the money they hold…

I can only assume all their staff wear Stetsons and ride around on horses as they are the biggest bunch of cowboys you will ever have the misfortune to deal with totally incompetent ill-informed and incapable of supplying any help or support. read more

Royal Dutch Shell may fail to reach green energy targets

Shell’s green spending plans were dealt a blow earlier this year when the company missed out on a multibillion dollar race to buy Dutch utility Eneco, which has a large renewable energy portfolio. Shell and its pension fund partner lost out to a consortium of investors led by Japan’s Mitsubishi, which paid $4.5bn for the company.

The deal might have pushed Shell’s green investment towards its planned spending range. Shell said it was disappointed it lost the bid, and said that it would continue to invest growing gas and electricity generation from renewable sources. read more

Electricity marks greenest year on record in 2019

First Utility were rebranded as Shell Energy in March 2019, more than a year after Shell purchased the supplier, and announced they were switching to 100% renewable energy. They later announced they were purchasing fellow small supplier Green Star Energy, another renewables specialist.

By Lucy Brown: 3 January 2020

Extracts

Records were broken in 2019 as more UK electricity was produced via renewables rather than from fossil fuels.

Wind and solar both saw record generation peaks, plus a day in August has been labelled as the ‘greenest’ ever. read more

Powerful new players enter the utilities sector

Jeroen van Hoof: 2 January 2020

Oil and gas companies are entering the utilities market—aiming to take advantage of rapid market transformation

In the last few years, an increasing number of International Oil Companies (IOCs) have entered the utilities sector—especially those with headquarters in Europe.

Shell, for example, has taken a series of strategic decisions to grab a share of this market. The company has now installed more than 10GW of generating capacity in North America, of which one-third is from renewable resources.  It has also invested in offshore wind near the Netherlands, acquired First Utility in the UK to supply gas and energy services to domestic consumers, and entered the US supply market through MP2 Energy, while also buying into US and Asian solar power generation through EV vehicle charging and battery technology… read more

Shell Energy the worst utility company ever?

By John Donovan: 23 Dec 2019

Selection of extracts from pissed off customer reviews about Shell Energy UK posted recently on review sites such as Trustpilot.

(1) Terrible company stay well clear of their broadband

(2) This is the worst utility company ever, do NOT enter into a contract with them.
Their customer service sucks, 4 phone calls that have taken almost 5 hours…

(3) the saga goes on.

Ref my previous review, nothing has changed, more chance of winning the lottery than contacting customer services… read more

CONTACT INFORMATION FOR SHELL ENERGY

shellenergy.co.uk

Description

Shell Energy Retail Limited, formerly First Utility, is a supplier of gas, electricity and broadband in the United Kingdom. In October 2013 the Coventry-based company was ranked as the seventh-largest supplier in the UK, making it the largest outside the Big Six. Wikipedia

CEOColin Crooks (2018–) HeadquartersCoventry Founded2008 Area servedUnited Kingdom Parent organizationThe Shell Petroleum Company Limited

Shell Energy Contact webpage read more

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