Shell Energy is a dreadful company. It is almost impossible to get through to them on the telephone. They offer to ring you back after you have been for about 13 minutes. When they do ring back, it could be hours after you made the initial call and not always convenient to take the call. As for emails - they either ignore them or reply to them days later. They promise to do help you and then promptly forget so you have to go through the whole rigmarol again. All in all, if you don't want your blood pressure to reach boiling point keep well away from them