Shell Energy Anmeldelser 124

Avoid Shell Energy Broadband at all costs!

I have been with Shell Energy Broadband for 4 months now. Each day I have to restart the router in order for it to work. I contacted their technical support around 10 times with no improvements.

They suggested sending an Openreach engineer to investigate. The engineer found no problem with the signal coming into my property, but thought it might be something to do with the router. They have nonetheless charged me £65 for the engineer call out, falsely claiming that he found a fault.

I have also called several more times to complain about this charge but no-one gets back in touch with you.

Unless you enjoy waiting on a phone for 45 mins before making a complaint that no-one will listen to, then save yourself the hassle and go with a more reputable company. Shell Energy Broadband are terrible and I would have given them negative stars if possible!

My mum who is 92 is having trouble with this company when they keep sending her letters informing her that she hasn't paid her bill. When she eventually gets through on the phone this geezer just hangs up on her. He's done the same to me - there is simply no communication with this company whatsoever. The bills are paid of course it's just that Shell's admin is all over the place.

And here I am still waiting for a response. They asked me to give my customer number and I’m still waiting for a reply.

Then I see a profit of 26 billion and people will freeze this winter
CUSTOMER SERVICE DOESN’T EXIST AVOIDAT ALL COSTS.

Chezre in South Africa seems at last to have sorted out my problems trying to get bill for my gas. I'll soon know .His manner was extremely polite; he was patience itself and I hope he will have proved very efficient. Certainly the omens are positive because I have been given an appointment date to have this Smart meter fiasco finally sorted.

Spoke to Tanya T who was very helpful and patient and solved my issue

I had a problem with my smart meter which was not showing a daily gas usage and Dartagnan was really patient suggested a possible answer and talked me through the process of changing the settings and it now is showing what had been missing before.
He was extremely friendly and very helpful especially given the time of day.
I can honestly say all of the Shell customer service agents have been very good and Dartagnan was even more so than usual. Thank you so much.

I was moved over to Shell with collapse of previous suppler. I am unable to access my account online, can't even enter the website or app. You would think that a company with profits in the billions could afford to manage an up to date and functional online app and site. Utterly incompetent.

I really appreciate the attention I got from the man who attended to me. Adrian from Shell Energy knows what’s he doing. Humble, Patient, intelligent. 100% Product knowledge.
Next time I calm Shell Energy I’ll prefer Adrian more.
Thank you

Being a customer with shell I had
Four issues with reference to my billing account causing me to be very concerned.
On Monday 17 Oct I spoke with a
advisor by the name of Azeez
this gentleman listened to my concerns in which I had four key concerns.
In his reply he took time to break them down and fully explained each factor in turn, his experience
Knowledge understanding compassion was second to none.
He was one of the very best gentleman I've ever delt with in any company. I do hope he gets the recidnition he fully deserves, he is a credit to Shell.

This is getting beyond a joke now! Today, 17/10/22 I received an email saying that "Despite our efforts to contact you, your account remains serious overdue wit £5341.04 still unpaid! NO-ONE has been in touch with me about this account. You keep telling me to contact Stepchange, I am not in touch with Step Change, Pay plan are dealing with this account now they need you to contact them about it. Pay plan asked me 5 times now if I've heard from you as they haven t. We cannot come up with a payment plan until they hear from you. All the others have come up with solutions for me but you won't help me or them. You keep telling me how to pay, I know how to pay, I just need the money to do it. I've repeatedly told you that I have other bills to pay out of my universal credit benefit of £195.00 per month. I don't really think you really know what it's like living on this amount of money every month. Can you please stop sending me messages and contact Pay Plan and work out a payment plan for me.
Just been trying to contact this company but got nowhere! NO-ONE answered the phone so I have given up. I have left, at the last count 20 reviews, the last one was on the 10th of this month then again today. I have epilepsy and this company is making matters worse. You keep telling me that someone will be in touch, you tell me to contact Stepchange I did but you weren't very compliment with them. Pay plan said that they'd tried to contact you, again NOTHING! We are doing all we can to get a payment plan in place but you don't help. This is the last time you will be hearing from me, you need to contact Pay Plan now, you just ignore everything I tell you. Please contact PayPlan now, not me !.

I have had a problem with a billing amount and have sent 6 emails and phoned 3 times. The emails just received a standard response and the first 2 calls came to nothing. However I was then lucky enough to have my call answered by Naalia who was wonderful. She actually listened to me and although it took her a bit if investigation she was able to confirm that I was correct and figures had been transposed resulting in the huge increase in my gas bill. Fortunately I always keep photographs of my meter readings and would advise others to do the same. Naalia was really helpful and her customer service excellent

They try and increase the direct debit to +40% of the actual billing amount, using "prediction". This is just trying to build a massive credit balance in their favour to boost profits. I am keeping a document of their "predictions" and then going to OFGEM and the FCA. It is just theft. I know of several people with the same issue.

I became a Shell customer on July 9, 2022. As of August 29, 2022 I had not received a bill for service. I contacted the Shell customer service on August 23, 26, and 29, 2022 and was unable to get a reason why I had not received a bill.
I finally received a bill for $535.06 after two months of service (July 9-Septemer 9, 2022) from Shell on 9/12/22. I paid the bill of $535.06 on 9/13/22.

I was displeased with Shell's billing service and not being able to get a response about why I was not receiving a bill. I cancelled my service with Shell on 9/13/22. I knew I would need to pay a cancellation fee and any remaining service fees and was willing to pay. I owed $183.06 for service form 9/9/22-9/13/22 and the cancellation fee. The amount was due on 10/6/22.

Shell drafted an additional $535.06 from my checking account on 9/28/22. I had already paid this bill on 9/13/22. I did not authorize this draft on my account. No one at Shell was able to provide a reason why my account was drafted a second time for a bill I had already paid.
Shell now has a credit on my account. I have requested that Shell provide a check to me for the credit. I submitted the request on 10/3/22. As of 10/13/22 I have not received a check. I contacted Shell on October 6 and 13 and have been told the check has been processed.
I have had a bad experience with Shell. It appears they have problems with their billing. I do not recommend this company.
Herman Tucker

I have been discussing my account with Diego in South Africa
What s wonderful educated good mannered person
Thank you
Sandra

I have been trying many times today to submit my meter reading before tomorrow’s energy cap on October 1st. Each time I have had to wait up to 15 minutes to then find that Shell’s website seems to have crashed so that millions of people will not be able to submit their readings and therefore receive an estimated reading which will be inaccurate and in many cases result in having to pay a higher bill.
For a large company to act so irresponsibly it begs belief that this is permitted and they can get away with it. I didn’t choose to be with Shell as the small energy company That supplied my electricity ( Green ) went bankrupt, and of course now there are no choices for the consumer. It is an outrageous situation for a large company to be profiting from so many hard up individuals.

had a telephone/broadband contract with Shell, which finished on 31/08/22. After discussions with Shell during August, I agreed to a new contract with shell, starting on 01/09/22.
Started receiving e-mails saying how sorry Shell was that I was leaving, plus that I would be charged a fee for an early exit. Many e-mails later and being left on hold for ages, I have received a final bill with an early exit fee. The account has been removed, so cannot check the last bill. Cannot understand why managers allow such incompetence, and why Shell are unable to reply to simple questions.

I would like to thank Azeez May for all his help in helping me with my direct debt and sorting out my tariff for this winter, many many thanks

I would like to bring to your attention Octavia Willians who today was extremely helpful and professional in handling my enquiry regarding my account.
thank you once again.

The young man who help me set up my account today exceptional services,
Adrian from the sales team it was quite a pleasure meeting you today and thank you for your patience.
This experience put my faith back in your company as to be honest I tried setting up my account for the past 2 months and was not successful which add to my already busy life more stress.
But thanks to you 1 less thing to worry about.

The five stars is for the lady at customer service who helped me today. I think her name was Alecha.
I have had ongoing issues with reading my meters, which are supposed to be smart meters, for years before I was moved to Shell energy.
The lady listened to my problem was, kind, calm and very helpful. It now feels like the issue is on its way to being sorted.