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Shell Energy have the worst customer service that I have ever encountered

“I must warn potential customers not to sign up with Shell Energy who have the worst customer service that I have ever encountered ( or even thought possible)”

21 June 2022

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

Incompétence

After they wanted to increase my monthly payment from £31 to £43 I decided to finish I was ask to return my Router in the pre payed bag at the post office & I got a recipe with a tracking number & a few days later it was delivered. But I received 2 emails saying I hadn’t returned it, I said you are wrong & gave them the tracking number & it’s taken 2 weeks to admit I was right. I did stop my direct debit otherwise they would have taken £30. I’m now with NOW TV at £21 a month & twice the Broadland speed.

Totally hopeless customer service

Totally hopeless customer service, you should not use this company.

They never sent me a router to use the service I was paying for despite my repeated requests. So after two months I switched to another supplier. Now they want me to send the “never received router back” or they will charge me for it, and charge me exit fees for a “never received service”!!

Shell, if anyone in you company cares about their customers you need to deal with enquiries [13258970] & [13399329]

Non existent customer service. I suggest you avoid them

When my previous energy supplier went into administration I was switched to Shell for gas and Octopus for electricity. However Shell keep demanding payments for electricity as well despite Octopus being my official supplier on the National database and (therefore) the only company able to connect to my smart meter.
As a consequence I have been paying 2 suppliers for the same electricity since the end of last year
I have contacted Shell by phone email (many times) and have lodged a complaint but have received only generic replies and no actual action
Shell Customer Service have no interest in helping me, perhaps because I am a pensioner (?)
I must warn potential customers not to sign up with Shell Energy who have the worst customer service that I have ever encountered ( or even thought possible)

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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