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Shell Energy ‘Cuts off elderly people’s phone lines with no warning’

Shell Energy ‘Cuts off elderly people’s phone lines with no warning’

1 Nov 2022

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

Appalling customer service

Appalling customer service. Cuts off elderly people’s phone lines with no warning. Sends bills late. Adds charges on to bills with no warning. Been on hold 45 min so far worst company ever. Avoid..if I could rate 0 stars I would

Date of experience: 29 October 2022

Shell hassling for money I don’t owe

Shell closed my complaint regarding inaccurate billing unresolved and without my consent. Numerous complaints over past 10 weeks with same outcome. I have been billed £539.24 on 16/9/22 which has been corrected from a previous bill of £997.04 on 12/8/22. I dispute this bill. Total energy use according to their own billing is £2257.24. Minus my payments of £2152.61 as detailed above shows that I owe Shell £103.63. I am requesting a letter of deadlock in order to pursue this through the ombudsman. communications via phone have proved ineffective in the past. Avoid Shell if you can. I had no choice as I was with Green previously. I am now with UW but this situation remains unresolved and it has caused me many a sleepless night 

Date of experience: 01 November 2022

I have been attempting to contact Shell…

I have been attempting to contact Shell Energy broadband for 2 hours today over 3 calls. What a terrible service, we have been without phone or broadband since yesterday evening and there is no one to help from Shell.I think they should seriously think about spending some of those vast profits on upgrading the customer service dept. Having been a Post Office customer who were critisiced for poor service I think Shell beat that hands down.

Date of experience: 29 October 2022

Avoid this company like you’d avoid the plague.

I cancelled Shell Energy had returned the router (with proof of postage) and they claim they didn’t receive it and took money from my account without authorisation. Their online portal, for a company making billions from the UK population during the cost of living crisis, doesn’t work. Cannot load accounts or show bills and demonstrates the contempt this company had for its customers throughout any contract and after.

Date of experience: 31 October 2022

System designed to be difficult.

I am unable to cancel my direct debit using the online portal. This can only be done over the phone during office hours. The fact that my debit payments have been grossly overset has led to me accruing nearly £800 in credit. This is £800 I cannot afford to be sat in Shell’s coffers earning interest for their fat cats while I have to make sacrifices. I work all day and do not have access to my phone so cannot change my payments in the restrictive way Shell have set. This all boils down to Shell deliberately overcharging customers in order to leech cash from people, many of whom are suffering already.

Date of experience: 31 October 2022

After ordering broadband we were given…

After ordering broadband we were given a switch on date of just over a months wait. After looking around we found a better deal with a different company with a switch on date of four days wait. Trying to get in contact with shell and trying to cancel the order has been a nightmare. After getting told we were out of our cooling of period by two different call handlers (only being four days in to our cooling off period) and being offered money off to stay we finally managed to cancel our order and got a confirmation email. Never again!

Date of experience: 29 October 2022


You may switch to another provider and return the router and know that Royal Mail have delivered it. You may send proof of posting in an email attachment but “Shell Energy Broadband Team” will still charge you £35 “for not having received it. ”
You may be in credit. Don’t expect to see it . You may try phoning for twenty minutes to complain but you are wasting your time.

Date of experience: 28 October 2022

Shell – Excellent Energy, Utterly Appalling Customer Service. AVOID

Having being a long standing customer of Shell, up until requesting a refund of the £400 grant the energy service provided has been excellent.

Having finally being able to contact Shell via live chat, waiting for well over an hour, the advisor refused to answer very basic questions, the primary being how to arrange a refund and position in the que!

He then decides to continue on how I’ve personally effected him and his mental health, something I didn’t appreciate!

Now repeated requests has been made to resolve, but even with email proof to resolve, I’m still waiting.

So Shell – excellent energy provider, utterly inept customer service.

Date of experience: 01 October 2022

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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