Shell Energy Retail Ltd

Shell energy lie to customers, operators in the call centre can't understand English, they do not respond to complaints their customer service is the worst I have come across. Yes shell energy you are liars, you have said there is nothing you can do about smart meters that do not communicate, it is widely known that replacing old smart meters with new ones solves the problem and you know this.I have tried to communicate verbally in English which is my first language with people in your call centres and I could not understand them and they could not understand me. Perhaps instead of insisting that I private message you via facebook, you could respond to the many emails I have sent to you using your correct complaints procedure.
Apr 22nd, 2023

Apr 16th, 2023

Very helpful and understanding
Apr 14th, 2023

Unfortunately I was an customer of First Utility back in 2016 and as soon as Shell Energy took over the shambles began. They had mixed up meter readings and were charging me for the wrong gas meter which ended up my account going into default due to myself not willing to pay an bill that was incorrect. I paid off Shell Energy in the end just to leave them however even after I switched to EDF (best decision I ever made) they claimed I owed them money. Well obviously they recorded it as and default and its the only blemish on my perfect credit score. I have asked for them to review the case as of 14/04/2023 to remove the default from my credit profile which they apparently do not even have access to the information, no surprise there when they have not an clue who is using what meter. Anyway I am awaiting an response if I ever get one but please take my warning and do not use Shell Energy. Shell have responded amd requested my account number which is 2288231. Date of experience: 14 April 2023
Apr 13th, 2023

Transferred to shell energy when our previous supplier went bankrupt. 3 months went by without receiving a bill, leading to a large debt based on estimated readings when trying to sort the issue, out we have received generally useless customer service and have still not had this issue sorted out almost a year later. Direct debits don't always go out when planned, so have needed to pay over the phone only to have the direct debit taken out a week later. Our bills are usually based on estimates despite uploading meter reads to our account via the app. We pay far more that what we should to try to clear our debt but the debt never goes down due to being charged based on those estimates. The usage is already overpriced but when a company uses estimates instead of accurate meter reads you wind up paying double what you should be. DO NOT USE THIS SUPPLIER
Apr 12th, 2023