Shell Energy Anmeldelser 124

This person was extremely helpful and pleasant answered all my questions to my satisfaction. This company has been more helpful in the two weeks that I have been with them than my previous company had been over four years

I have been with Shell for several years now, everytime I have had an enquiry they have resolved my query quickly and efficiently. Today I spoke to a chap called Sallah as I needed to prevent a direct debit increase due to a job change, Sallah listened to my query, discussed all my options and then allowed me to make my decision to postpone the direct debit increase until the start of May when it would be better for the increase to start.

A/c number 4921574. Smart metre fitted 17 November 2022. Fitter didn’t have in-house device with him but said I’d receive it in the post within a week. It’s now more than 12 weeks and despite numerous phone calls and emails and assurances that I would receive the IHD I still have not received it. I have made a complaint but still nothing. I don’t know where to go with this next. I will never recommend this totally inept company.

Rang today after nearly collapsing when I saw my Direct Debit is going to go up to £671.00 per month - more than my actual pension!!! Spoke to a fabulous chap called Naldo who has sorted out for me the fact that the readings have not been updated for months and accepted the change in household (2 kids left home) should have a positive effect on the bills - so now it is £220 per month

Its no wonder Shell energy have made 32.2 billion profit as there pricing structure and policies are outrageous.
Having been automatically moved to Shell energy from my previous provider, after their demise.
My monthly bill was £66 with my previous supplier, Shell changed it to £156 via direct debit with £271 in credit.
After Shell refused to return my £271 credit I decided to change to another provider (octopus) in the in-between time Shell had taken £300 from my account and sent a bill for £500 within 5 days, and before even giving them a final gas and electricity meter reading.
To add insult to injury I have received today a email saying that they are passing my account on to debt collectors, this very strange as I haven't received the final bill?

Shell Energy Broadband (here in the UK):
After being switched last year automatically, Shell put up the price - I complained, they restored it.
Then this year for the final months, they increased the price arbitrarily, - it's annoying but they can do that, so I switched to another company for a better offer.
Shell demanded their router back so I requested a returns label - they never sent one, but instead sent a link (after several requests) so I bought some printer ink and printed it, and returned it.
Now they have charged me £35 for "not returning the router" - I have complained and sent them proof of postage.
Update: they got back to me and refunded the money - so I have updated to two stars (they should realise that even if I had the original packaging, and it had a returns label, that label would not have been to "Shell Energy Broadband" but to the original supplier - this is still bad customer-anticipation).

Broadband & phone service. Their web site has not been able to show billing statements on your account for last couple of weeks - due to server problems. You think they would send it via post if so requested but at an additional cost of £3/month!
Fantastic customer support.

Spoke to Adrian in homemovers team. Very polite, efficient and nothing was too much trouble. He completed all tasks very quickly. Especially great service as mine was a complicated request.

If there was a minus star I would have selected it. Appalling customer service. I reported a fault with my elderly mother's phone on Tuesday. Told I would have to call later in the week to see how the fault was progressing (no, they couldn't ring me back). I called again today and held on for ages just to get someone to authorise my POA for my 91 year old mother (previously done many times before). Huge silent gaps between waiting, no communication. My vulnerable mother has been left without a phone line and the 'care' is none existent. As soon as I can move this account I will change to a more reliable supplier. Truly shocking.

Cus/Service Person Shakiera who I spoke to yesterday was very Professional &
Knowledgable, who Explain very clearly & resolved my Query, I would any Company would please to Employ Shakiera who went the extra mile 110%

I ordered Shell Energy broadband on 13th November and was given a 'Go Live' date of 28th November.
What followed was chaotic.
The Openreach engineer could not patch the line from the telegraph pole outside my flat to the exchange so he went away without completing the job, and left the line inside the flat disconnected. I would like to upload the photos of the wires hanging out the wall but can't do so here apparently. I HAVE sent them to Shell broadband. The Openreach engineer said someone else would come out to the flat once they had patched to the exchange.
So I waited ... and waited ... and waited. Shell energy kept sending me goal post date moves.
In the end, seven weeks after I first ordered it, Shell Energy informed me that the installation was completed.
This was completely false. Openreach had left two voicemails saying they had someone outside the flat wanting to come in and finish the job. I wasn't there and told Shell to sort out a proper appointment booking. They didn't. Instead they sent me a first bill for £100 and a line into my flat which ends in a load of wires sticking out.
I have cancelled the order and if they dare try to bill me further or tell me that they have 'Completed the installation' I've a good mind to sue them.
A chaotic process from start to finish and they are not fit for purpose.

Took the contract, fitted everything perfectly - all green lights were perfect, but no internet connection even in main town areas !!! And they won't allow us to cancel the contract, they will reactivate secretly after contacting them for cancellation for getting payment every month. Exactly like a thief company, Shell energy broadband needs to be banned in UK, UK government kindly save the public from the shell energy broadband theif company...

Broadband, signed up to join. Now on day 7 with no internet as they are having "issues." Just keep being told don't worry it will work soon, no time scale given and tied into a contract. I have spent literally hours on the phone to correct this to no avail. Furter, as they haven't taken payment for a service they haven't provided this has reduced my credit score significantly, over 30 points! So when I do finally get internet the first thing I have to do is correct that! I have also been advised I won't be compensated for loss of service, they just won't charge me. Absolutely shocking!!!!!

Needed to check my bill and Riaad was most helpful. Nothing was too much trouble and he was so polite and friendly.

Who would have thought I'd have been writing a 5* review of Shell? Shell - the company I was forced into after my perfectly adequate and fully green energy company went bust. Shell - the company that promised me a smart metre and then kept not honouring appointments or sending men to the house who didn't know what they were doing so that I never got one. Shell the company who had clearly got their readings of my account TOTALLY wrong to the tune of nearly £1000. Yes, a thousand pounds, which was in credit on my account and which then - mysteriously - disappeared never to be heard of again until I started examining the company's incomprehensible billing structure and started kicking up about it. Really this company is a complete shambles. A mess. It's in complete disarray. Staffed by untrained kids who have no more idea of how the company works than I do so that you have to spend hours on the phone reaching customer relations and then hours explaining your problem and then hours waiting for call backs that never happen so that you have to start the whole process again. You don't believe me? Read some of these other reviews here and see just how bad the company is.

So why am I writing a 5* review?

The answer is ONE person, a guy called Mo based in wonderful Cape Town who listened carefully to my complaints, made sure he understood them and then took ownership of the difficulties I was having, chasing the details to ground like a terrier chasing a rat until he'd identified the source of the problem. This guy deserves a bonus. He deserves a promotion. He deserves to be paid double so as to be able to instruct others in the company how to properly deal with customer complaints.

Every one of my five starts is for Mo. He got my account sorted out, he got my credit returned... and he even managed to get someone round to the house to get the Smart Meter working.

Generally the customer service has been horrible but I was very lucky today because I spoke to Meagan who was kind, heard me and understood my long term issue with the business. I totally appreciate people like her that are actually hearing the customer and don't blindly defend wrong policies and systems just because they work in an organization that applies them.

Keenen was fab to speak to - explained our bills and usage in such a clear manner - he was polite, kept his cool and resolved all my issues (and I had several!). Ask to speak with Keenen!

Terrible service. Have 80 year old venerable dad. Was informed his phone was being taken down for maintenance. 3 days later it’s still not working! Spent 2 attempts trying to reach customer service; each attempt on phone for over 30 mins. Can’t get through. Emailed asking I be contacted. That hasn’t happened either. Shocking customer support. 80 year old dad with health issues left without a landline!!

Been with Shell now 14 months. Account always in good credit amount. Yet again they try to almost quadruple my DD, and ignore my e-mails asking why.
Now cancelling my DD, and looking for another supplier. I am not going to finance this comany with my money! Abysmal admin.

Sabina D
The most calm, helpful and respectful customer service advisor
A credit to Shell Energy