Shell Energy Retail Ltd

I was given a section 21 by my landlord. Shell energy insisted that I had broken my contract and charged me £150.00 for leaving my contract early.Customer Services appalling. Rude and abrupt. Several emails and tickets not answered.How many billions of ££ have this company made? All of my other suppliers have given me a refund of charges and rescinded all early contract charges.I would never recommend this company for anything, 20 months of poor service and over charging.

If I could give 0 I absolutely would.This company is a joke. I was with them for 1 year, and then submitted a move request in September, to which they got back to me and said they cannot produce my final bill because “EON have been in touch with them to let them know that my electricity meter is linked to another property” (this was the first I’ve heard of this, all year when they’ve been billing me was absolutely fine) anyway, I agreed to book an engineer to come and investigate the meter for the 12th October, for them to turn around and say they booked the wrong type of appointment and it’s now going to be the 25th. SMS, they’re partnering engineers, then had contacted me to say my investigation appointment had been cancelled and I have to ring to rebook - which I did, next date available was the 21st November. Then I received a text/email telling me what I have to do to prepare for my upcoming appointment on the 25th (the cancelled one) I rang to double check to which they said my address is no where in the system and no appointments at all have been booked (but some reason I’ve been receiving correspondence from them) I spoke to about 8 different Shell colleagues which all told me different things , not one of them had said the same thing, they were all just as confused about everything as I was. They then called me back to confirm the 25th is going ahead and have cancelled the one in November. Today I received a text again saying it’s not going ahead, rang again, same story no one has a clue what’s going on - Shell have now said there’s nothing wrong with the meter at all, so the engineers said “there’s no point of coming out because it’s working” and that they don’t know why I keep ringing?! After telling her to check over the correspondence on my account she’d put the phone down, after placing me on hold for 30 mins to read through the large amount of messages. I rang back AGAIN for the person this time to say that there is an issue with the meter and my final bill cannot be produced. At this point I’ve had enough and demanded my account be closed, emailed them all the evidence of my move/meter readings and quite frankly not caring about the investigations of the meter any further!!Long story short, there’s no point of contacting them as they don’t know what they’re on about, each person says something different when you ring, or they just put the phone down on you. As a matter of fact, there’s no point of even using them, there’s much better providers out there (that actually have some idea of what they’re doing.)For the people reading these reviews and replying on behalf of Shell, instead of replying - put your time into something useful like dealing with complaints raised already!! And don’t offer for people to contact you for further help as you probably won’t have a clue how to help anyway!

I would give 0 if I could. My disabled father lives alone and they expect him to pay over £300 a month?? Tried to get help and got nothing from them which isn't surprising from such a corrupt and greedy company.This company makes record profits, gives fat bonuses to the big bosses yet the most vulnerable of society have to pay the price?This company is pure evil and I hope this company collapses into the abyss

If I could leave 0 I absolutely would! I have had nothing but poor service, lies and contradicting explanations since I joined them. They take no accountability for their mistakes and I would NOT recommend any customer be sold their dream. Worst energy provider I have ever used.

Shell energy is one of the largest energy providers yet having looked at its reviews, they are least likely to be recommended and hold an equally poor rating on google.I continue to await resolution for a complaint I logged 2 Fridays ago 29/7/23 regarding smart meter installation. I had 3 appointments booked over a 3 year period by Shell energy to have smart meters installed. Each time the SMS engineer turned up, they advised that the work couldn’t be done but gave no explanation nor advised of options to enable us fix the issues moving forward. The 3rd time SMS attended, they told me that they would leave a job log with Shell energy detailing what work had to be completed and Shell would be in contact to instruct me on what to do/what issues needed resolving prior to any future installation. Six months later, and with no feedback, Shell energy booked another smart meter installation. I contacted them a week before this installation (4th one) to seek information on why the installers couldn’t do the job on several visits prior and very poor explanation was given (call handlers seemed clueless). I decided to make a complaint, while also asking the call handler to request 1) Size of the meters and 2) Information on What exactly needed to be done prior to SMSs visit from SMS (who are the installing contractors). The former information was emailed to me 3 days after the date promised, with no information on the later. The incompetent complaints team proceeded to email me explaining that any other dealings apart from the meter it’s self is my responsibility, without addressing my complaint. I have to stress that ‘MOST PEOPLE AREN'T ELECTRICIANS AND NEED SOME CLARIFICATION TO ALLOW US INSTRUCT SOMEONE TO COMPLETE SUCH TASK!! So it is sensible to pass on what crucial information the engineers require in order for customers to prepare for a smart meter visit, if there has been an issue in the past. Many of my friends are experiencing this same issue with Shell energy so this is genuine feedback to your company; I have responded to its complaints department too. I have experienced a profound lack in communication while dealing with Shell energy and continue to await a response from its complaints team. In the meantime, I paid an electrician to rewire around my meter (following advice from the national grid) which enabled my smart meter to be installed during the 4th visit a few days ago, as Shell failed to come back to me with the information I requested. Now, before I get a PR response from your comms department, please actually do me a favour and get your complaints team to investigate this issue appropriately, rather than send emails to apportion blame; look at your failings and learn from them so that other people aren’t impacted this way moving forward. To add to this, no PR responses to this post here will resolve this issue if you do not respond privately to my concerns, so do the right thing and handle this in an honest manner. Enquiry no: 20146010

The worst company ever, i moved home and they couldn't manage to move my energy, transfered 6 times my call to different agent and at the end one of them even shouted at me. Same with the Broadband as i moved home i talk with 3 different agents and they didn't even put the order to send me a new rooter, i payed a month on old property, cuted straight away , no internet , no money back , no help at all and they didn't even seem to care about their customers. As i cancelled all contracts with them , they did not care at all.Worst company with wors customer service ever.

Can't speak highly enough of Faiza Z on the chat feature for Shell Energy! I made two human errors, both completely my mistake, and Faiza was such a great help in resolving them: I submitted an incorrect reading and then submitted the next month a few days late, which meant the reading was estimated based on an incorrect (expensive) reading from the month prior. Crisis!But, luckily, Faiza took the time to listen and understand where I'd gone wrong, and helped to fix both the incorrect reading and update the estimate for December. Such a relief this close to Christmas.Really amazing, polite and friendly but very professional. Thank you to Faiza for all your help,Sarah

As one reviewer said, 1 star is forced. 0 is deserved. I know fake reviews from a mile away and can tell you the 5 star reviews are bought, fake, pressured or by employees of Shell.Unfortunately cannot change suppliers myself as property is a rental but Landlord is looking into it.Been in in the property just over a year and spent most of it in hospital. But Shell someone managed to claim I owe them £660 on top of the £200 I pay monthly.Its 2 of us in the house and a newborn baby.I asked them where the 650 came from, several agents couldn't tell me. Then one eventually said they have been undercharging me.Shell said they did me a favour and will not charge me for anything before April 2022. I moved in to the house on 2nd of April 2022, so what favour?They call me 6 times a day pestering me. I can't squeeze money out of my pocket. I'm paying what I can.They keep saying the charge is estimated and I've sent accurate meter reading SEVERAL times. Its so exhausting.On top of that their customer service is below par. Its so disgusting. I would not recommend to an enemy.

The worst internet, and the most rude and unprofessional customer service.I asked 3 times to put my partner on the account as i'm working day shift and they couldn't manage to do that as when my partner called they didn't had any info about him.Can't manage to move your home , i lost money and i was stayng more then a month without internet , and i had also to change with a new provider for energy.The worst company ever.

Energy companies are not renowned for best customer service anyway but this company tops it all. Amazingly poor and unhelpful service with service advisors so rude that they constantly hangup on you and disconnect chats abruptly part way through the conversation. They have been sending threatening letters asking me to pay a bill which I have no idea which property it is for, which utility and for which period. They wouldn't give me any details for a bill which I am being asked to pay but if I don't pay they are threatening to put it on my credit file.