Shell Energy Anmeldelser 124

Shell provided our broadband, which frequently went down at night time and slowed down. I ordered a new contract online when my old contract was coming to an end. I had a confirmation email. Then I noticed that my bill was more than twice what it should be, Shell had decided to cancel my new contract, without telling me. They then placed me on their most expensive tariff, again without informing me that this had happened. THey refused to refund me the extra money and purposefully misunderstood my complaint. They are worse than useless. avoid.

Further update on Shell Energy Broadband...
Having suffered from an unreliable broadband service for 18 months, they have pursued me for £35 in repsect of the defective router which I binned.
I have switched to BT and no issues whatsoever.
I would strongly advise that you avoid this company for your broadband connecction.

Poor service unhelpful over charged customers

Months of problems with internet connection. Everyone there said it would fix itself! Called again yesterday as I was so fed up. Lucky for me Amar.S picked up the phone. He was brilliant. It took a while, he had to do/undo a lot on his side, he was patient and kind and efficient. The problem has disappeared , Amar called back to check. Thank you so much!!!!!!!

Today I have spoken to Abdul Lee in customers services who has been EXCELLENT! He was extremely patient with me (I am 81) and explained things fully to me. The problem was a difficult one to sort out and he did an amazing job in explaining everything very very clearly to me. Thank you so much I really appreciated how much time you took to explain everything to me.
Mrs Cocup

I’m 2 days into a new broadband internet package and unexpectedly yesteday it stopped working. I did all the steps to try and fix it but nothing so had to contact Shell. That’s where the fun begin. Nearly 3 hours it took me to get to speak to someone,tried both through the online chat and on the phone. When I did finally speak to someone (Patrick I think),the response wasn’t great. At first he couldn’t run the remote test and said he had to send an engineer,after I said how unhappy I was at this solution,he said ok,he would try again. After a long wait,he said the problem was outside of my flat and an OpenReach engineer would need to visit. He then read me my rights,sorry all the T&Cs explaining that this could cost me up to nearly £80!!! I said given I have no internet (after 2 days) then I wouldnt be paying for the service,there was a mumble of an answer to which pretty much ended our conversation. He didn’t even have the curiosity to apologise for any of this or say goodbye,he simply hung up. I’ve been waiting 2/3 weeks for internet to be set up and I’m beyond frustrated that after 2 days I know longer have it! I appreciate it might be out of their control but as a new customer they need to be doing more to retain me as I’m defo reconsidering providers based on my customer service experience.

Received a letter this week from a collection agency on behalf of Shell energy who supplied the gas and electric to our property before we moved in over three years ago. The amount was for £30.35. We submitted meter readings on the day to a very vague ShellEnergyHome agent (who I recall was sounded like they had just woken up ) and changed to EDF straightaway. We have received no communication from Shell up to this point The letter was addressed to owner/occupier but were told the debt is on the property. We never have debt so have paid this as the collection agency said there is nothing we can do and I cannot have sleepless nights over such a small amount. All I can say is we’re so glad we changed supplier.

Shell were sitting on £672 of my money yet were telling me I had to take a meter reading before they would give £500 refund. I explained that I had been in the property perhaps a day since I had last provided a reading 6 weeks ago but they would have none of it.

Eventually they said we'll give you £400 and an extra £100 when you provide the reading.
This is so petty. I'm not regularly in the property and they can easily see my payment and usage cadence.

I kept asking where the £400 figure had come from but the assistant kept obfuscating until eventually he admitted that he'd made it up.

It wasn't until I started to talk about leaving that he finally agreed to put the full £500 request through. It's shocking behaviour (and I still have ten days to wait before I can expect to see it).

It's treatment like this that makes customers wonder why they're with a company.

I used quidco to find the best deal . i signed up with you because of the cash back offer . you are stealing off of me . i now wish to switch as you have lied
On this occasion, the retailer has declined your cashback claim stating that Quidco has not been recognised as the referrer for this purchase. This could happen if you used a search engine, comparison site or voucher code site or if you had multiple browser tabs open when purchasing. Due to this, we will not be receiving the commission and we are unable to pass this to you as cashback.

A total and utter disaster in every way,
Their broadband service was dire with no real support to make any effort, I finallly switched to POP who had BT round in a flash, the fault at the local cabinet sorted immediately.
Now i'm stuck with them as my energy supplier, not for much longer hopefully before we all move to Octopus, They keep calling me to arrange a date to install my smart meter, I had to block the calls but they keep changing the number

Thanks to Andrian from sales team who helped to handle all my accompte book smart meter review my method payment He was amazing

I am disgusted at the way I was treated over the last few weeks trying to get a broadband deal
After numerous phone calls I thought it was finally resolved after speaking to the retention department until I received an email a couple of hours later stating that my contract had been terminated for the second time I admitted defeat getting nowhere with this shocking service I wouldn’t recommend this company

No help or support to change payment date. The only outcome from Shell was I can't change dates or amend billing which is negative language. Just message for potential customer is stay away from Shell Broadband due to poor customer and below average broadband speed.

I have registered for the Full Fibre broadband 200 package. My installation dates kept on being postponed for no reason, which means that I had to extend my contract with my current provider. Spoke to dozens of people on the phone who could not explain why the installation date was moved or why I was getting conflicting emails, then yesterday got a call to confirm that the date would 100% be in 2 days.
Then this morning, I got an email saying that my account has been terminated, and that any installation has been cancelled. Called, been transferred twice, and no one can tell me why. So I wasted 2 weeks of my life dealing with these useless clowns, and I am back to square one, looking for a new broadband provider.
I might file a complaint with the Ombudsman to get compensation because this company is going to cost me money having to extend my internet at a much more expensive rate.

This is the most pathetic company with worst worst worst level of customer service i have ever experienced. I recently moved into a property and need to convert the prepayments meter to credit billing. It has been a pain and mental torture for last one month. Their staff is highly incompetent and does not know their job. One staff one days tells that the meter conversion is done but after some time my energy supply gets disconnected due to prepayment meter running out of balance although i was informed switch was done. Then another employee on other day tells that the switch was not done. Shell Energy's moto is to keep giving mental torture to its customers so that one day they become complete MAD and shift to mental hospital. Shell energy is CRAP and HELL

I have been attempting to get a refund on my large credit balance for the last three Days. What a Joke! the online method doesn't work despite way to many attempts. Then transfers me to the online chat bot LOL. I would get more sense from a Indian call centre keeps bouncing me back to the online refund method. I did try phoning yesterday 27/09 but after approximately 50 mins of waiting I gave up! Bet SHELL would be straight onto me if I CANCELLED MY DIRECT DEBIT!!!

Absolutely Disgusting customer service. New customer going for switch been messed about and been lied to , promised call backs and none for 3 weeks . I ring to say cancel the switch as Absolutely fed up of being messed about to be put through to 8 people in the space of 10mins and no 1 to actually cancel still trying to get the relevant person to cancel absolutely ridiculous this. Bad customer servery unhelpfull 😡

I tried to place an order online but there was a problem. There was a caption that read "Need help ordering? Please call us on 01926 353 397 between 8am and 7pm Monday to Friday and between 9am and 4pm on Saturday". I rang the number and there was an automated reply that asked questions such as my account number and if I wanted to pay my bill etc. I pressed no less than eight numbers as the computer took me around in circles. At no point was I able to speak to anyone about the problem with placing an order. This was useful as having spent no money with them, it was only a waste of my time and an indicator of how bad it must be for a customer to actually try to contact them for service. I would award them no stars for this encounter if possible. My advice is avoid like the plague!

Average broadband service and fair price. However... Lost internet connection suddenly. Took 16 days to fix. Support used people not well trained in using a telephone. Support did remote tests and guessed at the fault. Sent an ADSL filter -- no change. Sent a new router -- no change. Openreach changed internal wall socket -- no change. Later, Openreach said fault was due to some change at local phone exchange -- so not directly fault of Shell Energy. Could be due to change made by TalkTalk cos it provides service to Shell E. Got a refund from Shell E for the loss of service. But no compensation for about 8 tedious phone calls to support.

Shell Energy wrote an email to us offering an exclusive offer of free broadband for 6 months. This sounded good and after phoning the advertised number was put through a lengthy questionnaire that resulted in them saying they could not provide broadband to our address despite the fact we already have broadband and even checked our phone line and current supplier. No explanation of why broadband was not available was forthcoming. Very disappointing and not untypical of the customer service i now expect from Shell Energy/Broadband. Hopefully if Octopus are allowed to take over their business we will see an improvemnt.