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40 calls and 12 hours of my life I will never get back


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

(Examples posted 11 November 2023 by John Donovan)


For 2 months Shell Energy sent me postal demands for nearly £4,400 for
a neighbour’s electricity supply based on the fact that I lived in the same postcode. I spent over 12 hours on the phone over 2 months explaining their error time and time and time again but not one call handler grasped the fact that Shell did not have a full supply address – they had sent letters to all householders living in the same postcode asking for payment. Appalling service, extremely rude staff, some of whom appeared not to have the foggiest idea what they were doing. Worst service I have received on my life!

Edited: After posting this review I very quickly received a message from Shell asking me to contact them to sort this issue out by instagram (tried that numerous times) text (tried that) or telephone (tried that – over 40 calls and 12 hours of my life I will never get back) and asking for “MY ACCOUNT NUMBER” – I don’t have an account with Shell and have no faith whatsover in their ability to fix this mess. 0/5 for customer service, same cut and paste messages and rude staff reading from a script, nobody takes ownership of any issue. Absolutely shocking

Date of experience: 14 September 2023

Absolutely crap service

Absolutely crap service. Keep going back to an old issue regarding and incorrect meter read where the 1st digit was incorrect. I was billed correctly so they obviously realised what I’d done. I will not be renewing my tariff with them in Aug 24 as they are completely lame and keep wanting to up my dd amount despite being £172 in credit.
Shell are shocking. ????

Date of experience: 10 November 2023

Truly abysmal example of greed (genuine review)

Truly abysmal greed – Shell over-charge me by equivalent of 40.3 days (night) / 94.99 days (daytime) electric usage. Actual meter reads are ignored. Trying to force smart meter upon me which wont work for property. Inflated bills lead to inflated direct debit. Standing charge 55.9p per day unacceptable. My money accumulating in their coffers – abysmal. Underregulated practises a key cause of mental health and cost of living crisis. Legal redress (and alternative provider) being sought. Others should do same – don’t stand for this!

Date of experience: 06 November 2023

Harassment on the highest level

I previously left a 5 star review of this company but my opinion has changed after my experience today. I am being bombarded by phone calls by this company even though I requested not to be contacted anymore. They are keep calling me to tell me I am having a smart meter even when I don’t want one. I told them not to call anymore and I was shouted at by the agent and and when I told him I’m going to block the number he hung up on me finally. What a disgusting and disgraceful service. Thanks to these lovely gentlemen I am going to move elsewhere ( I am without contract so can move freely any time) where I am being treated with respect.

Date of experience: 07 November 2023

Our broadband was unreliable

Our broadband was unreliable. It then took many, many emails to get any action. The one exception was Daniel Patel who was great when he got onto our case. Very impressive customer service against a terrible experience of She’ll more widely.

Date of experience: 06 November 2023

Firstly they have been overcharging and…

Firstly they have been overcharging and when trying to get a refund they have message on their website stating
we are not giving refunds at the moment
further information on their website states they are selling their energy business to Octopus
What has got to do with me??
Secondly there contact systems is terrible, when I did eventually get through their auto response and onto live chat after 12 minutes they cut me off, so back on for a total of over an hour got through again got a name only to be put back into a queue
their customer service is totally unacceptable and still no refund yet I am over £1000 in credit

Date of experience: 06 November 2023


Very disappointed with every aspect, don’t use Shell.
It started from the installation of the smart meter. Failed to notify us of the time albeit we were told a phone call would be received. Fortunately i was home.

We still don’t have an in house unit for energy usage. Despite phoning 3 times and being give completely different answers each time.

I asked to escalate my complaint only to told this would be 6-8 WEEKS nice to be valued

Date of experience: 06 November 2023

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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