“quoted £65 per month tarrif and then they contact saying we need to pay £155 a month to catch up, then i ring a couple months later saying this is outragous there is no way we use this much electricity and they say we owe them £280 more so even £155 a month is not enough, and they refused to send out an engineer to make sure something isnt going wrong and their own smart meter will not connect to their servers, this is outragous and tormenting and causing serious mental health and financial issues, avoid these parasites.”
“First Utility were a very good provider! Until they were acquired by Shell Energy. Since they were taken over the standard of service has dropped signficantly. Shell Energy use underhand tactics to prevent customers being able to access their online services by denying access (suggesting PW was wrong when it wasn't) and basically deceiving customers at renewal time by deceptively switching the rates on the tariff but you have to be sharp to notice. But, if you don't you'll find yourself paying over-the-odds on the basis of their 'adjusted' tariff without realising it! It is a clever scam and no doubt a lot of their customers do not spot it.
I believe that First Utility were perfectly trustworthy and it is very disappointing they sold the business to Shell.
So, the star rating applies to SHELL and not First Utility who I would have had no hesitation giving FIVE STARS.”
“The web site daily energy graph appears to work as and when it wishes, I attempted to get the Shell on-line help desk to help, but after many hours they blamed my equipment. They told me on-line that they had no record of my e-mail account, which is strange as they constantly message me on it by my first name. I don’t have any problems with anyone else, but looking at other users comments I have little to be concerned about.”
“AVOID SHELL AT ALL COSTS ! We were with Green Star Energy and then suddenly found ourselves with Shell. What a load of useless, incompetent rubbish. Having paid the quarterly energy bill we were hounded and threatened with litigation action. Instead of presenting the cheque for payment those muppets sat on the cheque and eventually presented it. No apology was received. Didn't really expect one from such a pathetic company.
Needless to say, not staying with them. Rating: NO STAR.”
“I too have experience Hell from Shell! Regrettably I signed up for Energy and Broadband. The sales team were amazing and signed me up without a hitch! However, once signed up things started to unravel. Sadly only an electric smart meter could be installed as the gas meter was too far away! So because only one meter was installed I don’t get any data of usage online!! I’ve just been told by Shell that my gas meter will need to be moved next the electric meter – how absurd! They have informed me that my monthly direct debit has to be increase by an additional £26, although I am in credit and currently covering my bills!! This company are full of ridiculous excuses and are completely incompetent. Shell Energy is a total disappointment! Can’t wait for my contract to end!!
With regard to Broadband this has to be the poorest internet service I have ever experienced which actually dropped out whilst my son was in the middle of his university exams!! Speeds are just above the minimum quoted, the wifi signal is very weak (the router is positioned in the middle of the house!!) and to be honest Shell just don't care!! Do not use this company!!! You have been warned.”
“Absolutely dreadful customer service . If you have any issues you have to ask a robotic service which is next to useless. I will never go with these again , all they are interested in is your money . I explained I am no longer at the property and it just didn't sink in with these people . No stars from me if it was possible .”
“Customer service- I struggle with anxiety, over the past year I'd been unfurloughed, and managed to keep on top of all but 1 bill £83 behind, which I'm chipping away at. For the past week my new bill written a week ago for £125. They're ringing me daily to pay £208 they've sent this to a debt collector. Whos ringing me daily i understand that I'm behind with the £83 but debt collector and constant calls when they can surely see that I'm chipping away at it.”
“Expect only HELL from this dreadful company (Shell Energy). It is difficult to imagine any worse. They should be banned from operating as a service provider. The CEO's name is Colin Crooks. His surname is an accurate description of the company.”
“Now known as SHELL ENERGY this company failed to connect a 90 year old's telephone and left her without a phone line (she lives alone) in the middle of this pandemic.
Call centre staff polite but harassed - they are not provided with sufficient information to help customers and the phone installation department does not take or make calls.
The recorded message facility to leave feedback was unable to record because it was full! I'm not surprised.
To sum up:
Shell Energy Retail Ltd can't connect phone lines
Shell Energy Retail Ltd won't connect phone lines
Shell Energy Retail Ltd can't make phone calls
Shell Energy Retail Ltd can't receive messages on an answerphone
AVOID this company at all costs.”
“AVOID SHELL ENERGY (first utility) LIKE THE PLAGUE!!! we were with another company for 5 years and never had an issue, as soon as shell took over we magically suddenly owed them 100s of £££ for one years usage, at first call they admitted it must be fault but two years later the issue is still unresolved. Nobody will take any further responsibility for it being wrong and our owing is now over £3,000 because we cabt afford to pay them what thry demand monthly, they are SO unhelpful that we now just refuse to make any payments at all, they ring, text and email multiple times a day which is aggressive and harrrassing. During the pandemic its responsibile for all my mental health and depression issues, we feel completely trapped by them with absolutely no way out, I REFUSE to pay money we dont have and that we didn't spend in the first place. All you have to do is join all the shell company Facebook groups to see this is a frequent scam they seem to employ on unsuspecting previously loyal and well paying people, i didnt ask to be signed up to shell and now we are stuck with this TERRIBLE company forever! Shame on you. One day your constant harrassment will be the end of me.”
“i have a feed in tariff with shell energy my generation was faulty for a few days so i replaced it but shell energy will not pay me so if your generation meter goes faulty you will not be paid thanks a lot shell energy”
“We look after your bills is trying to switch me to this company. It is impossible to leave my reading on the web portal. They take 7 days to answer an email. Due to Covid you cannot speak to anyone at all. I have asked for someone to call me in an email and still nothing has happened.
To say I am fruatrated is an understatement and all to save £54 a year. It isn't worth it.”
“Beware: They charge £15 cease charge whether you are in or out of contract.
I received an email in September from Shell saying how great they were as unlike other broadband companies they won't hike your price up and it will be kept at what I was paying during my contract. However I received an email this morning saying that they were increasing the price I was paying as they were upgrading me. I didn't ask to be upgraded and think this is pretty bad after they said how much better they are than other companies and then proceeded to up the cost of my broadband.
I've now asked to move because of this price increase and they have told me there is a £15 cease charge, which I have never seen with another broadband company I have been with. I've been with Sky, Plusnet, Now TV and BE over the years. I think this appalling customer service and will be making sure that I don't recommend them to anyone going forward.”
“Awful, awful customer service, they don't answer the phone for about 45 minutes and when I tried to contact their chat service on-line the response was they are not trained to answer!! I'm only trying to find out if my 86 year old father who has just moved is still being supplied by them.”
“First Utility is not First Utility it is SHELL ENERGY.
I have never had to deal with such patronising and condescending customer service staff!
Eventually I tried to resolve an issue through Martin Lewis Resolver as Shell were failing to respond to my emails. They responded through Resolver but again in the most condescending and patronising manner! The message also said they would contact me by phone within 2 working days if I respond. I did respond but it has now been 5 working days with no call. However this morning I received a call from Shell which wasnt anything to do with my complaint - it was just someone telling me that they would like to 'offer an upgrade on my account' which turned out to be installing a smart meter!! Speechless, I just hung up ! Shell Energy IS NOT customer focussed at all. It just wants to take your money by any means! Shell is also trying to FORCE customers to have a smart meter - which we know is not accurate - by insisting the customer provide monthly readings and then billing them monthly. If you dont provide a reading they ESTIMATE it anyway and still bill you! After reading bad reviews everywhere, how on earth have they got 4/5 on Trustpilot? something fishy going on there!”
“Demanding payment after all payments made. They gave me a refund which I thought was for overpayment now their demanding money again inspite of not being with them for over 16months. I have paid the bill why do I have to pay again because of their mistake? The computer is only as good as the person who inputs the information. Has that person been reprimanded? Shouldn't think so. Stop hounding me for your mistake”