Posts under ‘Ofgem’

By John Donovan

Postings and messages I have read or received in the last 48 hours lead me to the conclusion that bullying understaffed Shell Energy customer service is driving some of its locked-in customers to illness and despair.

Some staff must be uncomfortable having to treat vulnerable customers so shabbily and ruthlessly. How will they feel if someone does resort to suicide, as has been threatened?

There are so many disturbing customer postings on Trustpilot and other review sites about Shell Energy that there may be enough potential claimants to warrant a class-action lawsuit? read more

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

…those with EDF, Shell Energy and Scottish Power will see even greater hikes of £192, £175, and £146 on average, respectively.

By GRACE GAUSDEN FOR THIS IS MONEY

PUBLISHED: 12:00, 14 January 2020 | UPDATED: 12:00, 14 January 2020

Thousands of households across Britain could see energy bills soar by as much as £190 a year as 47 fixed price deals come to an end this month, data shows.

Some 142,000 customers will see their bills go up by a collective £16million if they don’t switch tariff by the end of January, according to uSwitch.

The average increase in energy bills will be £114 but some could see annual price hikes of £190 – equivalent to a rise of 19 per cent. read more

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.

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

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

Ofgem has said it is minded to allow Shell Energy to claim up to £354,147 for costs incurred in acting as a Supplier of Last Resort (SoLR) to customers of failed supplier Usio Energy.

First Utility, which rebranded as Shell Energy in March this year, was chosen by the regulator to take on Usio Energy’s 7,000 customers following a competitive process.

An SoLR can make a claim for Last Resort Supply Payment (LRSP) from relevant distribution networks if granted consent to the amount claimed. read more