Shell Energy putting vulnerable customers at risk

30 June 2022

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

Shell: putting vulnerable customers at risk

My father is a Shell customer, as they took over his landline contract from The Post Office. He is 73 and classed as a vulnerable customer – wheelchair bound, with terminal cancer, currently undergoing immunotherapy. On June 21st, I contacted Shell to say his phone wasn’t working. They marked him as a welfare case and said the fault would be fixed within 24 hours. It was not. We contacted them again, they contacted us, and so it went on, but the upshot is that, on June 30th, a ‘priority case’ has been without a working phone for 10 days! My brother had to move in to ensure Dad was okay and still no-one will assume responsibility; Openreach say it’s fixed. Shell say they will contact Openreach again, but no one will actually go to the house and check until Monday – that’s 14 days for a welfare case!
We pay the bill; is it too much to expect a multi-million pound company to help a vulnerable customer? Disgusting.

Nightmare of a company

Just taken over 90 minutes & 8 staff to cancel my 102 year old mothers telephone line. Originally a Post Office Telephones customer, Shell Energy have taken over this provider and are nightmare to deal with. Staff are friendly enough, but what a trial. Never would I recommend Shell Energy to anyone.

Signed up end of may and still no…

Signed up end of may and still no internet access and were coming into July. Will be changing company.

Highly inept and very tardy on paying refund on bill that had overcharged

Highly inept, tried to charge me for a router that I had proof was already returned to the company at the end of the contract. Have yet to receive refund for being overcharged on last bill and still waiting 6 weeks after end of contract.

Their staff found my dad’s hardship funny

My dad has raised a complaint about his experience today but I think others should be aware before they join this lot. It was bad enough today when he received an email to say his monthly bill would be increasing from £94 to £300+ but when he called it got worse. After telling an adviser the hardship his bill increase will cause, the adviser didn’t end the call correctly so my dad could hear his conversation with his colleagues. They had a good laugh about my dad and the adviser referred to him as an old man ‘moaning and moaning’. Appalling behaviour and shows how they feel about anyone else’s financial trouble caused by the cost of living crisis.

And still they send me threatening…

And still they send me threatening texts about imaginary amounts of money that I do not owe them! Due to there threats the other day I paid the demanded £49.78 even though it was not yet due, this appears to have emboldened them as today I get demands to immediately pay £56.74. This company should be prosecuted for harassment and fraud.
Both there Email and complaints procedures make pathetic excuses about being to busy to reply and there chat doesn’t work at all, no I am not spending large amounts on phone calls you have no intention of answering and I am not a social media user. Sort your act out Shell, your a complete disgrace.

£2300 per month… JOKE!

Can someone from shell please answer why they want to put up my monthly bill to £2331 from next month when I’m currently in credit and currently use less than the minimum I’m paying!!!

I have contacted shell for them to look into my query and then they leave the online chat without any further response. Whoever “Gareth N” is wasn’t helpful at all and didn’t look into any of my queries. I have screenshots of the conversation!!

I am being charged more than the standard rate capped by the government and no one will answer me!

Who the hell can afford £2331 for electric and gas!!!!

I was transferred to this company by OFGEM when my last provider ended and will be complaining to them if this matter is not resolved.

I am absolutely disgusted and upset that they think this is an acceptable amount for anyone to pay and I ask if their staff would be happy paying this… I bet not!

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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