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Shell Energy customer service staff rude and unhelpful

21 May 2023

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

Do not use shell broadband & phone

Do not take out this for your broadband & phone as they do not tell you when your contract runs out & do not care that when your in hospital for 4 weeks & cannot use their services they still want full payment even though you contact them


I would give these guys negative stars if possible. Whatever you do, DO NOT get them to change your meter to a smart meter. The initial meter they installed was dodgy (kept resulting in power cuts and damaged numerous devices in my house). It then took them 6 months for an appointment to install a new meter. And throughout this time my father had pulmonary fibrosis so had an oxygen concentrator connected to the mains so any power cuts in the night could have been life threatening.

Due to this I asked them to simply cover the costs for the damaged they caused (I think I was in my right to ask for much more) but they would not pay out anything as supposedly I didnt have enough evidence. The fact everything was fine after they installed a new smart meter I think is sufficient evidence.


The most incompetent company I have…

The most incompetent company I have ever dealt with.
Over six weeks to get a gas meter installed, then got an estimated & extortionate electric bill when the property was unoccupied with a smart meter connected. If you ask for the complaints department you get told they don’t have one. Then you’ll get asked if you would like to file a complaint?

Rude and unhelpful.

Shell energy never billed us since we moved in to our house September 2021.

We sent repeated emails asking for account information so we could pay with no contact.

The first email we finally received was in March 2022 giving us an account number. But still no bill.

In august 2022 nearly a year after moving in we finally got slapped with a massive backlogged bill for nearly £2000.

We called to sort a direct debit straight away for this as we didn’t have the money sat around and initiated a payment plan.

However today they’ve tried increasing the payment above what we can afford as we were already at the maximum!

After calling to discuss this the customer service advisor told us tough and was extremely rude and blunt offering no help.

Avoid avoid avoid. They’re awful to deal with and completely incompetent.

So I wrote a review on the 10 March…

So I wrote a review on the 10 March regarding my SMART meter not being SMART so I have to send my readings monthly and obviously my IHD doesn’t work. Numerous emails to Customer Service who state that it’s a Data Communication Company issue so they can’t do anything so just keep sending readings. Absolute joke, all my neighbours smart meters are working fine so why not mine? Over 3 months now this has been going on for.

The above are extracts from negative customer reviews about Shell Energy posted recently 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 (now retired) 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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