Worst decision ever to go with Shell energy broadband!

9 July 2022

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

Not the same since they took over from…

Not the same since they took over from the Post Office broadband, slow internet speeds and they even charged me for when engineer came to fix a problem and he never came into my house ! Worst decision ever to go with Shell energy broadband!

More stress and hassle from Shell

Following my previous complaint to Shell and paying 2 months balance which is the amount owed I get an email saying they are looking into my complaint. Still no reply and now a threatening letter saying they will cut off my internet. I made a call out request as Openreach left me and other properties without internet/phone for a week so still want a call out charge! And also charging me for a router as not returned even though I have a receipt of posting. I suppose they will say its an automated letter, WELL NO, ITS TOTAL INCOMPETENCE AS USUAL.
The phone lines are operated by computers so are a waste of time and after over half an hour on the phone last time I was given wrong information that contradicted what another person had said. And to top it all the braodband speed is well below what they promised.

Useless customer service

I was transferred to Shell energy broadband from Post Office just before I moved to a new provider.
Their customer service provided me nothing but pain.
I have been waiting for months for a statement so I can request a refund from my new provider because they did not cancel my previous subscription. No matter who I email or speak to in their customer service, I can not get a proper bill.
They closed my online account so I had no access to bills, and they could not help me with that either, and charged me for a paper bill which I have not received for weeks or months. They offered me good will credit for this which I have not seen since. Then they told me I am in credit and sent me a cheque AND a bill that I am due to pay. I don’t understand.
I have no idea why is it so hard to provide me with a statement so I can see how much I paid for what time period so I can request a refund.

Horrendous company

Horrendous company. Been a nightmare since we were forced to them due to our other supplier going bust. Staff are unhelpful, wouldn’t let us switch to begin with, no offer of different tariffs nothing. Call and I made a complaint. We’re due to get back to me within 2wks. 5weeks later they’re in touch saying I need to give them more info but no explanation as to what, they call me a liar on the phone. Crazy

Stay away they hold back money owed to you

Switched from pure planet before they went bust and so my credit was transferred to shell. It has been almost a year and there’s no sign of my refund until recently when I contacted them asking for it and they said they’d give me it but due to an error it had to be approved again.

I understand with this company that they’re happy to take money but reluctant to give it back and that’s the case here. Had I not asked, I doubt I would’ve got my refund. If this were a late payment they would charge you for it but it’s okay for them to pay you money they owe a year late without such penalty. This is an absolute disgrace of a company I would never switch to them. I urge anyone switching don’t! You will regret it!!

Don’t trust these crooks!

I’ve been a customer with them since they bought out our previous supplier. The problem I have with them is that they are constantly allowing us to build up a £500 credit with them. We’ve complained about this on numerous occasions and they were extremely reluctant to allow us to have OUR money back. Eventually after numerous conversations they put about £300 back into our account. We have the app and have been monitoring very carefully our usage and reduced our direct debit to £165 which has kept us in credit for a number of months now. However after checking our bank statement this month without permission from us or an email to let us know they took out £267 this month. We are well aware that energy prices have gone through the roof but are quite capable of paying your winter rip off prices without building up a massive credit in YOUR bank account. We prefer to have OUR money in OUR account.Please reply to this explaining how you are allowed to take out what you want from our account. Btw I don’t want a generic computer copy and paste reply! At the first opportunity we will move to another supplier who does not just help themselves to our money.

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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