Posts under ‘Incompetent’

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. read more

AVOID SHELL ENERGY AT ALL COSTS

27 APRIL 2022

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

Absolutely terrible customer service

Absolutely terrible customer service. When you ring every agent tells a different story they promise to call back and don’t . Very frustrating just can’t get passed young uninformed agents and they won’t pass on to a superior just can’t get answers !!

AVOID this supplier at all costs

Shell Energy caused me untold problems when I moved out of my flat. Instead of closing the account after I’d paid in full, they kept the account open, continued to charge me AND the new tenant so essentially running two accounts on one property. Given I wasn’t living in the property and having passed on all the details of the new tenant, Shell kept texting me to tell me to make a payment, eventually threatening me with creditors, despite not living in the flat, and having paid in full on my departure. This situation was incredibly stressful, and it transpired that the new tenant was ALSO being charged. In the end she had to pay two bills, one of £333 for the bill in my name, despite me having left months ago plus her ongoing direct debit. That bill was eventually refunded but it took months to get it resolved and in the mean time Shell was charging two customers for one energy supply which is terrible. Therefore my advice is AVOID SHELL ENERGY AT ALL COSTS. read more

April 1st, 2022 

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

Its April 1st, and we certainly feel as if we are being taken as fools.

We’ve been trying to get an issued resolved since October 2021….admittedly that was Pure Planet who are of course no more… But the transfer to and by Shell has been appalling.

Certainly it is a difficult time for their staff with many pressures no doubt…. But their inability and unwillingness to even start resolving a simple issue (which prevents us paying them any money!!) since the new year gives lie to their claim – “here at Shell Energy we strive to offer exceptional customer service and aim to resolve all queries as swiftly as possible and to the best of our ability.”. read more

Overpromise, under deliver, and line own pockets: No telephone number on their website, no way to contact them over the phone. All comms go to a chat which dies after waiting 6 hours.

01 Jan 2022

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

Overpromise, under deliver, and line own pockets

No telephone number on their website, no way to contact them over the phone. All comms go to a chat which dies after waiting 6 hours. Every conversation they are only focussed on creating up to date bills and not correct issues. I was transferred from Green by Ofgem, the first bill was incorrect as was estimated. Having given updated meter readings over 3 times a new bill was updated but the original was still classed as pending on the account. was told this bill would be corrected and overdue amount will be cleared within 48 hours. This was advised twice now and everytime I contact after wasting a further 6 hours to get through on the chat, I am only asked for more meter readings (be this after 2 days) yet the account still shows as incorrect. AVOID unless you want to be chasing your own tail. read more

8 Nov 2021

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

Wow – so not my experience

Wow, these reviews are good. I was hoodwinked into taking out another year as a ‘technical’ IT guy came on the line & said he had ‘adjusted’ it so SKYPE would work now. I know, I’m a fool to believe this trick. It doesnt work, nor does streaming & the broadband is so slow it cuts out trying to download photos on facebook. I just wanted to cancel the rest of the contract, as I’m now using a works line for everything but the cancellation fee is for the full contact length. ie I’m stuck with a crap service until July. BEWARE – no scruples about taking your money for nothing. read more

Nov 2021:

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

Terrible service

Every time I contact customer services, I receive misleading and inaccurate information. I am truly regretting switching to them. Should the switch ever complete, I will seek to move away as soon as possible, and will happily pay any penalties. I feel sorry for those forced onto this firm under the supplier of last resort process.

After I switched from Sky to Shell…

After I switched from Sky to Shell broadband I’m experiencing either lost internet connection or poor connection wich I hadn’t with Sky. read more

4 Nov 2021:

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

Appalling company

Appalling company, customer service is non existent. They emailed me to inform me that I had requested a change in my tariff, which would result in an increase in charges. They could/would not provide the evidence that I had made this request (because I had not) and ignored my emails requesting information regarding such but instead continued to email me to advise my tariff would be changed in line with my request! They did not provide a working smart meter from the beginning of the contract as stipulated in the terms and after 3 months of my regular emails and phone calls to them requesting that I receive either a working smart meter, or the one initially supplied be placed or repaired, I finally received an email to say we can’t fix it or replace it, you will just have to manage without!!! Shocking service, I will be leaving this company as soon as my contract expires. I DO NOT RECOMMEND THIS COMPANY AT ALL. read more

5 Nov 2021:

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

Shell is broken it needs major surgery!

I have been a Shell Energy customer just under a year and I’ve made more complaints in that time than my 10 years with Npower!!
The latest complaint is that Shell Energy were refusing to apply my £50 refer a friend to myself and my friend saying I’ve already received it!!
The £50 I received was for a previous complaint running for months that I requested to receive that amount as a gesture of goodwill for the hours of stress I’ve had to contend with from a customer service team who all seem to be singing from different hymn sheets as I always have to spend hours going over my complaints repeating them to different advisers and CONSTANTLY never being called back when promised!!!
Steer clear of Shell Energy, try generating your own energy on a bike dynamo. read more

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

10 Oct 2021

Shell broadband are the worst ever

Shell broadband are quite simply a complete con. My live date was 24/8/21 and all I got was sorry this and sorry that for the reasons they couldn’t connect it all up. It’s now 6/10/21 and I’ve just had to cancel it all together as it’s still not fitted up or connected. I advise anyone to not use this company as they are literally thieves. They are the worst service I’ve ever ever seen . There live chat and phone operators are incompetent to athe highest level. They push you to every department passing the buck all the time. It’s a shocking service and I have contacted bbc watchdog to make them aware of it too. Avoid this at all costs read more

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

10 Oct 2021

Absolute hell to get in touch with

Abolute hell to get in touch with. Virtual Assistant is a waste of time and energy. I am already sorry I transfered to them. When I finally got through the lady was very pleasant and helpful.

Not trueful

I have just changed to Shell through one of their agents who came to my house to discuss terms and conditions. The agent was very polite and pleasant and felt he was treating me fairly. He offered me £50 credit on my bill as a referral from my son, who has also just joined Shell, and £50 to my son. He also said my first payment would be one month after joining Shell. Both offers are untrue. When calling Shell they informed me no such offer should be made. I have made a complaint of mis-selling and awaiting the result. I thought this practice had disappeared, but it appears I’m wrong. read more

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

14 Sept 2021: SHELL BROADBAND

Don’t bother getting Shell energy broadband

Shell energy broadband appear to be very disorganized, so be prepared for unexpected charges and constant email follow ups:

1. They failed to correctly setup my direct debit three times, so I just gave up and paid with digitally each month.
2. They calculated my final bill (that was in credit) using the discount code used for the contract. This effectively gave me a 10% reduction in my refund.
3. They charged me for the router that was returned. I have provided the shipping details plus evidence that they signed and received it, but I’m still waiting for this charge to be cancelled. read more

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

11 Sept 2021: SHELL BROADBAND

Bad Mistake

Wow so far so bad can’t get the sky q boxes to work! The broadband band drops out for some reason. The router is embarrassing cheap and a horrible design. The Wi-Fi range is poor so my kitchen Alexa will not work or my ring door bell. No one in the family is talking to me now as its so so so bad!! This was not a good decision by me, wish I stayed with sky!! read more

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

11 Sept 2021

Avoid this company like the plague

Avoid this company like the plague, I took over this property, Shell Energy was then the provider, unable to get through via the tel number, an automated message states leave your account number and tel number and someone will call back, this never happens, I switched to my previous supplier and I am still receiving computer generated letters / demands stating I owe them money, some of these letters state that if I don’t pay it will effect my credit rating, appalling, get your act together starting with a customer service tel contact. read more

The content below is sourced from a current customer review of Shell Energy published on Trustpilot.

10 Sept 2021

Beware of Shell Energy’s costly renewal ploy.

Shell Energy cannot be trusted!

When they notified me that renewal was due they provided a quote for the best tariff. But when I renewed the rates had been adjusted upwards, i.e. were not the same as they quoted. When they confirmed my intention to renew with them they did not advise what the new tariff rates would be, it was only because I telephoned them that I knew the rates had suddenly been increased. read more

The content below is sourced from a current customer review of Shell Energy published on Trustpilot.

Broadband is terrible!

Absolutely terrible service on broadband. We got told our router would be sent out to our new property within 5-7working days. It did not turn up. We called the chase this after 7 working days and were told this had been cancelled but were not notified of this.

They then said we needed an engineer out this time and this would take an additional 2 weeks. It got to the day booked for the engineer to set it up and no one turned up. read more

Content sourced from recent customer reviews of Shell Energy published on Trustpilot.

3 Sept 2021

Shell energy the worst energy supplier …

Shell energy the worst energy supplier ever ..do not use this company for anything..they will make any sum up for final bill and make out it your fault .. worst of the worst ever …

Still waiting for some action that you…

Still waiting for some action that you promised last year.
Poor customer service I wonder if shell would spring into action if I stopped paying. read more