Shell Energy Anmeldelser 124

I am currently waiting for someone at Shell energy broadband to answer the phone. I have been hanging on for more than 54 minutes. This is the third attempt today. I am a customer, but likely to soon become an ex-customer. Why don’t they answer their phones?

Thank you Kelly for all your help today. Lovely lady and very informative. Thank you

Thank you for your response which I do not accept for the following reasons as outlined below which you have completely ignored
You can contact me at 9am on Monday 7th August 2023

(1) The electric meter connected to the so called Smart meter is flashing continually which is charging me for electric which is not responding to my smart energy device which is also on and not giving me the energy readings so I am being charged for electric with no benefit for me so 3 months of energy to be refunded which you ignored to mention on previous email

(2) The Smart meter was fitted in June which I waited in all morning I do not think it was connected properly as it has not worked on my smart meter device which is designed to show me my energy uses so looking for compensation

(3) I have a bungalow and I am sure the energy being charged is not the right amount

(4) I am on the Shell priorty list as have medical conditions was promised by Shell a Gas reader will read my meter so I do not get estimated nobody has called ????????

(5) I had 4 calls from Shell when I answered there was nobody there I tried phoning back on that after waited 35 mins line went dead

(6) I cannot believe in previous email Dated 7.50 on the 4th August 2023 Shell States Quote ""Your gas Meter have unfixable issue and engineer visit or meter exchange wont fix that issue please submit your reads manually 48 hours before billing period to avoid estimated bills" is this a professional response from a so called reputable company like Shell Energy

(7) as Shell is unable to handle these issues I have no other alternative but to raise this with the Energy Ombudsman and advise other energy users on review websites how Shell cannot sort out these issues

Today it is really awesome to talk with Aidrian from Sales team. He fixed my issue which was pending for a long time. Thank you so much for helping me with this.

Alles gaat fout bij dit bedrijf: hebben niks intern op orde en dat merk je als klant. Systemen werken niet, verbruik kun je niet inzien, contract is niet inzichtelijk. Ze reageren niet op doorgeven meterstanden, verwerken dit dus niet. En antwoorden nooit op mail. Onbetrouwbaar, dus na 2 maanden gelijk overgestapt en kom nooit meer terug.

My broadband contract came to an end and I had been reasonably happy with Shell's service so decided to upgrade and sign a new contract.
I was on holiday on the date of my upgrade (presence not required) and my security and "Ring" doorbell stopped working. I assumed that I just needed to log back in on my return. No such luck! I came home to no internet, no phone. Rather than getting an upgrade they have completely disconnected me. I have called numerous times now to get it sorted and just get told to call back, average call time is 30+ minutes. No updates, no indication of when it will be fixed. Frustrating to say the least. I wanted faster broadband, not a complete disconnection. It is now 10 days without service (or home security) and no end in sight.
I am at the point where it might be quicker to go with a new supplier as She'll have not provided me with anything under this new contract and so the contract will not be enforceable.

You would think that it would be mandatory and obvious to test the line after a change? Incompetence springs to mind.

Worst company for broadband.
I have cancelled my contract with them went to a new company who said they would pay of whatever i owe to shell broadband, keep getting harassing phone calls and letters from them say i owe them money when clearly i don't. They also done the same thing to my father who is a pensioner by saying the he owed them money aswell which he doesn't as i have looked into this regarding my father, my father did everything by the book regarding cancelling them as the same with me and they are trying there best to get money out of innocent people for no reason!!

My advice about this company is stay well away from them!!!!!!!

it is not home display that i am going on about on the actually meter there is suffient enough evidence through the history on the actual meter for each month that tells me what i owe you, how dare you, i will be getting a witness to sign for this and taking it alot further. ofgem has already sue you last year for oct 1/2 million and 2019 for overcharging customers again lots of money, you don't learn do you, this is stealing from your customers, given your past history of overcharging customers i would not need alot of evidence to take it further. when are you closing down, what ashame you are selling , can wait you have just billed me £272 stealing or what for 12 days , my meter itself has history on it for each month that is better than meter reads as it says what my bill should be in pounds and pence, close down you are oweful, don't think you are getting away with this stating not enough evidence, never are you getting paid

been ringing shell energy, and dont get through to them at all i dont think their number is vaild if it was the ring tone from their end would ring and some would pick up. no good having a telephone numbers if you cant get hold of them waste of time and energy, must do better.

Sharon from homemove dept finally sorted an issue I'd been trying ages to get fixed she is an absolute legend.

Olusegun I was amazing with me today. I’ve had nothing but trouble finding the correct support to help me since moving 7months ago. He spent over an hour with me explaining every detail and process and is now going to call me back on Friday to see if the account has been activated, thanks you Olusegun I,you are a credit to Shell, they need more of you.

Energy (Gas and electric customer)

Customer service is the worst I ever dealt with
I absolutely hate phoning their customer services because no one takes ownership and wants to bounce you to another department. You go through security yet they ask you the same questions!!!

This time I phoned to ask about my bill, and they confirmed the smart meters are working correctly, they also projected £1200ish per year however, after two months of using less energy (my app shows this clearly), they now predict £8500. I chat to them about my usage of £72ish per month and ask how this makes £8500 a year for a 2 bed. They could not answer and asked me to provide meter readings for the next 7 days (yet they confirm the readings are fine and they can see them) after saying the same thing to them with four different people, they finally agreed I was right and resolved the issue, but this was after explaining to them 26 units per month is not £8500 a year. They would not look into it until I kept on at them to.

They simply do not care. I have now submitted a request to move from this company.

I sent a screenshot showing a month's usage and they still wanted to charge me. They still send a random stock reply. No ownership at all. Your IT systems show two different results and you ask me to resolve it!!!!!!

Allereerst, alle energieleveranciers proberen je een poot uit te draaien en Shell Energy is echt geen uitzondering. Ze lokken mij als klant binnen door mij een gunstig termijnbedrag voor te rekenen op basis van mijn exact opgegeven jaarverbruik. Voor het opstellen van de eindafrekening gaf ik mijn meterstanden door. Ik kreeg als melding: "Je meterstanden zijn LAGER dan verwacht. Kloppen deze wel?" Ja deze kloppen, ik heb veel stroom teruggeleverd dankzij zonnepanelen. Echter, op de eindafrekening staat vervolgens: "Je energieverbruik is HOGER dan vooraf ingeschat, dus je moet bijbetalen." Achteraf blijkt dan dat de werkelijk in rekening gebrachte termijnbedragen bijna 100 Euro hoger zijn dan ze mij vooraf hadden voorgerekend. Energieleveranciers lokken je binnen met een gunstig termijnbedrag en bij de eindafrekening blijkt het werkelijke termijnbedrag veel en veel hoger, ondanks lager energieverbruik dan vooraf opgegeven. Hoe ze die eindafrekening opstellen is dan ook hocus pocus.

JUST AVOID THEM - THIEVES.
Shell energy for Internet only. Didn't have any problems when actually using the service, but moved to another company (EE/BT) mid contract. They were meant to arrange the cancellation of service between themselves. This failed somehow and now they have charged me for months after the service was switched over. They didn't email either, just called repeatedly during the work day and left no message. The number they called on was flagged as a scam number when i searched for it. When I finally did manage to catch their call, they absolved themselves of all responsibility but still wanted their months of unnecessary service payments, i got them to close the account immediately instead of the 30d (and another payment) that they wanted. Eventually the debt was sold to a debt collector so i ended up paying it. Now the unbelievable asses are trying to charge me for the return of a router. Seriously, go to hell. Worst customer service/departures team I have ever come across.

The incompetence of Shell Energy has to be experienced to be believed. I changed suppliers and asked for them to remove the meter as we had two and going onto solar needed one. It took two months plus chasing to be refunded nearly £500 of credit on the account and I am now chasing the £80 good will payment they offered.

Adrian from the movers team 11 out of 10 for customer service - he helped me after being on the phone to shell for an hour after being passed round the houses

AVOID SHELL ENERGY OR YOU WILL REGRET IT

Shell energy over charged me for months on end.

Shell energy was meant to send engineers out to my premises of course they didnt arrive and didn't notify me they weren't coming.

Shell energy hang the phone up on customers when they phone up for help.

Shell energy customer services don't understand simple English.

Shell energy can't even sort out my final bill despite me telling them what date I moved out of my property trying to charge me for gas and electric that I haven't used

I would much rather be without broadband completely, rather than deal with these incompetent swindlers. No respect, no consistency, no concern for customers. I terminated my contract with them due to a fault on my landline which they were 'unable' to fix. A callout charge for Openreach engineer to advise me that it was their equipment that was faulty appeared on my bill. I called them and was told this was a mistake and the charge would be waived. Luckily I asked for an email confirmation of this, which I received. Two weeks later, I noticed the full amount (including the callout charge) had been taken from my account by direct debit. I called them immediately to request it be refunded by FEP (fast electronic payment) as the £65 was what I'd put aside to buy food which, being diabetic, was imperative for me. I was told (on May 12th) that this wasn't possible and I would have to wait until my broadband account was credited on May 20th. Having had £65 STOLEN from my account by Shell, I cancelled my direct debit. My landline and broadband was then disconnected on May 19th, despite numerous calls and assurances that it would not be 'ceased', leaving my medical monitors disconnected. Luckily, my new provider had my line reconnected on May 23rd as a welfare case. I FINALLY received my money that they stole from my account back into my bank on June 5th, along with a pathetic 'goodwill' payment, but with no written notification of this, it was purely by chance that I noticed the payment had been made while checking my account. In short, DO NOT entertain this company or their useless partners Talk Talk. I would rather rely on pigeon post (or semaphore) than deal with this uncaring, callous, faceless, obnoxious company ever again. In fact, I will leave them for dead, just as they did me.

Worst company ever took nearly 8 weeks to get my account up and working for gas end electric.

I’ve had no internet for week so far and I said I want to leave to be told I’ll have to pay a early payment fee what for the internet I’m not receiving rude staff and no customer service.

You’re threatening me for money owed for a service I did not receive. You were useless. ! I will fight you and have proof that you did not provide a service