Shell Energy Anmeldelser 124

My mum died on 23 March 2023 after being hospitalised in Decemer 2022. I am being harassed daily by letters addressed to executor but with mums name plastered all over. They want £480 paying for gas and electric. When I asked about the amount when she wasn't in residence they told me it was a backlog of estimated bills. This occurred because there was a fault in the smart meter not sending the readings in for gas. I asked why we hadn't been informed of this as I was power of attorney and dealt with all her correspondence. She was 101yrs old and in sheltered accommodation. I have refused to pay this on humanity grounds, lack of respect for mum and our family who are grieving . I continue to receive letters weekly and I'm finding it hard to understand their injustice. I will not pay this bill amounted through lack of communication. I thought a huge company like Shell would have more respect.

We have been having problems with our phone for over 5 months we have made numerous calls to shell detailing the problems that were having but getting nowhere we are OAPs and rely on our home phone Eventually we spoke to a lovely lady called Hannah Taylor she has been extremely helpful in trying to sort out our problems calling us back when she said she would and going the extra mile to make sure we get the problem sorted, fingers crossed that it will now be resolved. Thank you Hannah for your time and patience.

In March 2022 Shell arranged to have smart meters fitted at my home. Three weeks after they were fitted the gas meter transceiver failed. After nearly a year of implausible pseudo-engineering explanations that it was an "industry-wide issue" that would be fixed by a remotely applied software patch and the involvement of the Ombudsman Service, they finally admitted to have been talking utter drivel, gave me a £50 "goodwill gesture" and arranged for their contractor (SMS) to fit a replacement.

SMS cancelled the appointment the day before they were supposed to turn up. That entitles you to a £30 payment from Shell. If they don't pay within ten working days then they must pay you another £30.

I put in a complaint to Shell and they responded about three weeks later, saying that the first £30 payment was being processed, and would I accept a further £30 as a "gesture of goodwill".

Roughly translated, that means that they were trying to pass off the second £30 payment as a "gesture of goodwill".

When I challenged them, they told me that, effectively, there would be no "gesture of goodwill", just the two £30 payments, which aren't actually payments, they're energy account credits.

I'm not particularly bothered that there was no "gesture of goodwill" payment but I am bothered about being told a bare-faced lie that might even amount to fraud.

As soon as market forces allow I shall be switching suppliers.

Do not take a word that these clowns tell you at face value. They clearly believe that customers are stupid.

Wat een super slechte leverancier. Echt niks krijgen zij voor elkaar en niks wat zij beloven werkt. Nul, nul inzicht in je verbruik, maandelijkse afschriften die je niet krijgt, zomaar verhogen van je maandelijkse bedrag van 225 naar 380 euro. Het delen van mijn financiele gegevens met de gemeente omdat ik een zogenaamde betaal achterstand zou hebben wat niet waar is. Echt heel bijzonder.

Ik zou hier ver van weg blijven!

Shell energie beweert een app te hebben maar die doet helemaal niks. Eventueel kan je na een maand op de site je verbruik zien. Werkt dus voor geen meter.
Dus na 2 maanden het flexibele contract weer opgezegd. Dan schrijven ze toch nog een maand termijn af en na telefonisch contact beloven ze dan dat dat goed komt bij de eind afrekening.
Bij de eindafrekening zijn ze plotseling die laatste termijn "vergeten" en krijg ik veel minder terug dan zou moeten. Dus ik weer contact gelegd. Dat zouden ze recht gaan trekken. Vervolgens hadden ze het gas niet goed berekend en kreeg ik een aparte eindafrekening voor het gas samen met die laatste termijn die ik had betaald. Uiteindelijk hebben ze de eerste eindafrekeing betaald en de 2e eindafrekening niet terwijl er in het overzicht staat dat hij uitbetaald is.
Wat een vreselijke organisatie. De verbruik app werkt niet en termijnen worden extra afgeschreven en uitbetaling worden niet of niet goed gedaan. Ik kom hier nooit meer terug. Alleen al de hoeveelheid ENERGIE die het kost om te krijgen waar je recht op hebt zouden zij voor moeten betalen.

Shell energy have put me in over £500 debt through no fault of myself..they put a smart meter in 2016 it was just for electric ….and without my knowledge it had stopped working in 2021 so all my electric was estimated …I was sending my gas readings every month paying by direct debit no problem then a man called at my door said he was from shell to read the meter ..I said no I’ve got a smart meter thinking it’s a scam..anyway let him in after showing me proof he read meter then I am hit with a collosal bill for over £500 when I looked on my electric account page the meter had stopped working in feb 2023 how can this be right ..I am 77yrs of age never been in debt living on a pension..I have been ringing the call centre which is in India they admit I was not told the smart meter was not communicating with them ..not my fault.I have said why did you estimate electric why not tell me it’s nearly 2yrs I have rang about 8or 9 times sent about 50 emails I don’t know which way to turn …making me ill with worry ..rubbish company

We've been with Shell Broadband for almost a year. First off, the speed and quality of their broadband is generally awful. We experience regular drop-outs and low speeds, even when using a wired connection, and their cheap routers are riddled with errors and forced restarts.

For the first 6 months of our contract we were losing our internet connection entirely every week at the exact same time, for the exact same length of time. It took several phone calls to get to the point where they wanted to charge us to send an engineer out to start replacing under-floor cables.

Since the drop-out was so regular and exact, we insisted that it was an issue with some kind of control software. After a few minutes of googling, it was apparent that a parental control software was the cause. Shell no longer have this available to customers, but Post Office broadband (who they bought out) did. So basically, a previous resident of our address had put a parental lock on the internet connection that we were unable to access.

Shell support staff denied that this existed and even told me that I had made up the idea of parental controls, stating "you would need some kind of ipad app to do that sort of thing"). After 10+ calls things were no further forward. The best solution they could offer was to bizarrely advise that it was probably interference from a salmon farm or a boat (there are no salmon farms or boats near our house) and that there was nothing that could be done. The whole while, I repeatedly tried to explain that the parental controls were the issue - I even gave them the name of the system - Post Office "Safeguard".

Eventually, after being lied to and then hung-up on after waiting in a queue for 2+ hours I took the case to resolver.co.uk, where it was eventually sorted out. The issue had indeed been the Safeguard system blocking our connection at their end. It took 6 months of phonecalls to resolve.

When our contract is up, we will be switching supplier.

SHELL ENERGY ARE A USELESS INCOMPETENT COMPANY.
I had a smart meter installed on 7th March, the installer told us the meter wouldn't connect and left. I have waited since before Xmas for the installation. The useless customer service team told me I'd have to wait till mid June for another useless installer to come out.

Have been really helpful in trying sort out my mother n laws landline problem, rang back at the allocated time i asked for, on 29th march and helpful again on 30th.
fingers crossed will be sorted out early next week.

Extremely incompetent staff and I was transferred to 8 different departments in one phone call "i don't deal with that, i'll transfer you" and each department kept passing me around. I was told there was no waiting time on my last transfer when I complained, yet when she transferred me, I definitely sat on hold for at least 10 mins! They were doing anything to get rid of me and frustratingly, I was trying to set up a new supply! Will absolutely ensure I do not use this unhelpful company who washed their hands of me the second I explained my situation. My phone call ended up being over 45 minutes long and I ended up hanging up absolutely no further than when I first rang them.

scam company . Their system is down and you can't even submit readings. 6250926

I am a pensioner with a heart condition, and finally managed to get away from Shell, agreed date with them (1st Feb) and the new supplier took over from that date. The readings were from a smart meter so that should mean no problems. New supplier is happy with this and all is going well. Eventually Shell send Final Bill and then refund me over £200, the credit on my account at closure.
That should have been it but they have just said they have recalculated the bill (?) and now want me to pay them 41pence, which they have decided I somehow owe them.
I am getting bullying emails from them now.
I think they are contemptible and have said they can take me to court for 41p if they want. We will see.

Ik blijk hetzelfde probleem te hebben als veel mensen.

Maandelijkse overzichten moet je te vaak zelf achteraan. De app is er nog steeds niet terwijl dit vanaf het begin (juni 2022) werd beloofd. Ik heb 8 a 9 maanden geen inzicht in mijn verbruik terwijl ik een slimme meter heb.

Klantenservice beloofd veel, maar komt niets van terecht.

Het nieuwe termijnbedrag slaat nergens op en ze willen geen duidelijk inzicht geven in deze berekening. Ook word het prijsplafond NIET doorgerekend.

Ik kan niet wachten om weer over te stappen.

I had a pretty bad experience with British gas. Tired of dragging of getting dragged for 3 months to validate my account I called Shell Energy.
A very nice young man answered my call, he was very helpefull, really nice and patient, he clarified everything I needed to know and made aware of a lot of things going foward. I haven't had such great customer service in so long it was hard to say goodbye.
Thank you ADRIAN from the movers team!

Absolutely amazing customer service from Maren at shell energy - made me feel important and valued and helped me enormously thank you Maren

I first contacted Shell Energy about getting my £200 Alternative Fuel Payment from them on 11 Jan 2023 - ref 17051704. I have contacted them several times for when this will be paid but they still have not made this payment to me. I wonder if they are withholding this money form other people too ?

I had an email from Shell energy regarding Smart Flex and was unable to open it so sent a query through to Shell. This was dealt with quickly and efficiently on the same day by Christopher who ensured everything was set up for me.
This is a scheme that offers potential rewards for helping to reduce consumption on certain dates/times of day.

Just a bad company to deal with. No morals. Charge the earth and still make massive profits for charging hugely inflated prices.

I was transferred to them against my will following the collapse of my previous provider.

A total RIP OFF company. increased my gas and electric 7 FOLD with no changes in our household. if the government wasn't in their pockets I would attempt to complain

This is solely a five star based on Chloe the best advisor I’ve spoken to in 6 months and the fact that she’s made me feel like I can trust her which is something I don’t really have for many shell energy advisors. I’ve been paying £150 a month to use around £360 of electricity a year and so I rate Shell as a company maybe a 1 star due to having tried to resolve the issue since last august.

However this advisor seemed to really understand what I was going through, she took an hour out of her day around lunch time to try expedite the process to fix the problem before I move out of the property in a month or so and I can’t rate this particular advisor any higher in terms of customer service.

I worked in customer service myself and take pride in being excellent at providing customer service. Talent recognises talent and she’s done everything in her power to help me get this fixed

The situation is not ideal but she got my bill reduced so it’s more acceptable and affordable. She even offered to set it to any figure I choose as I’m in account credit. I chose to still pay for what I’m using and wait for Chloe to get this fixed so we can work out what I’m owed in total and then perhaps change the direct debit again once I have a clear picture of how much I’m owed.

Again Shell this isn’t a rating for you as a company as its unacceptable that it’s taken so long to get hold of an advisor who actually helped me with my problem. Especially as I’m on benefits and have a mental disability.

Chloe however has managed to take a massive weight off my shoulders today and made me feel like she as a representative was of your company will sort it this is issue with out.

Only time will tell as the case progresses but hopefully Chloe can rebuild the all the trust that I have lost in your company.

Thanks again Chloe for being empathetic, understanding and helpful! I wish more shell representatives were like you. Perhaps Shell should have you train advisors as honestly youre the best person ive spoken to at shell.

I look forward to hearing from you in the coming days/weeks and getting this issue finally resolved.

I know you’re just doing your job but as a customer you can’t understand how relieved you have made me feel by lifting such a heavy financial weight off my chest. It’s been crushing me paying £150 a month since it started. You’ve actually made my day and significantly improved my life today, so I mean from the bottom of my head the most sincere thanks I could ever give one.

As for shell please give this fantastic woman the resources she needs to resolve this problem, so this review can reflect not only on Chloe’s fantastic customer service but on shell energy as a company too.