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First Utility Reviews

1.2 Rating 127 Reviews

4 %

of reviewers recommend First Utility

Company Reviews

1.2

Based on 127 reviews


Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5

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First Utility 1 star review on 30th September 2022

First Utility 1 star review on 16th July 2022

First Utility 1 star review on 16th July 2022

First Utility 1 star review on 16th July 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Whatever you do, DO NOT join this service. If I could give them 0 stars, I would. They charge you a ridiculous amount and as a student I cannot afford it. Whenever I have tried to contact them about something they have been extremely rude and unprofessional. They are liars and thieves.”

Posted 4 years ago

“Avoid Shell Energy; These cowboys deserve zero rating. I am now having to pay a large disputed bill otherwise my credit rating will be destroyed.”

Posted 4 years ago

“I'm unable to get a meter reading accepted and have had a complaint with them for 2 years on this. I rang and changed tariff in oct 19 and guess what, the change wasn't made. Very poor now changed back to my original supplier. Expecting a ding song when my final bill comes in! Dont go near them.”

Posted 4 years ago

“Lucky to get 1 star. Absolutely useless. Gave them our annual consumption in fuel and quoted us a monthly fee, Signed up with them and after 3 months informed us that we needed to increase our monthly fee by 113%. Couldn't leave so had to stick with it, when our contract expired and we wanted to leave I've asked for a final bill 6 times so that i can pay it and it still hasn't arrived, this despite the promises that it's been sent. PLEASE DONT BOTHER”

Posted 4 years ago

“Since shell took over first utility it as gone down hill. You can never get through to them on the phone I was trying for 35 to 50 minutes each time so I gave up. The energy prices just seem to jump up. I will be looking to leave when my contract is up. For a big company it's shocking.”

Posted 4 years ago

“😈😈😈😈😈😈😈😈😈😈😈😈😈I left one star, not for the shop, not for the people working there actually they do an amazing good job, well done 😉. Unfortunately the Manager, didn't know that, the broadband from "SHELL" is NOT working having lost £130 for stopping the service after few days. I raccomande him to check SHELL BROADBAND REVIEWS I'm sure he will be much more helpful next time GET AWAY Shell broadband”

Posted 4 years ago

“Customer service is terrible been trying 2 phone 4 ages.and kept on hold usually for 30 to 40 minutes. And end up having to hang up.glad my contact is nearing end .coz I will b leaving them.”

Posted 4 years ago

“shocking service I am currently Shell Energy customer (won’t be long before I switch) I have find out that our gas bill is 3 times higher than what it should be, queried this in July last year and still waiting to resolve this issue. Just spent an hour and 40 mins with them on the phone, they took 50 mins just to answer phone??? Shocking service”

Posted 4 years ago

“Switched to Shell because they advertised cheaper fuel rates. Was initially billed £78 a month but this soon went up to £110. Since joining I have never been able to log into my account. Despite many emails over many months it was still not resolved. Trying to phone and talk to someone is a nightmare. Every button on the website always takes you back to the 'live chat' virtual assistant. When the questions get too hard for it, it tells you to log into your account!! I eventually put a complaint in. Low and behold, I received a few emails stating they were dealing with the case, followed promptly by one which said the complain was now resolved so now closed. I still could not log into my account. I was now back to square one again with the emails and trying to talk to someone. I have now cancelled my DD, lets see how fast it is before someone now rings me I will never use this company again!”

Posted 4 years ago

“I had a door to door sales man from shell, after looking at my smart meter said I could save £20 a month, as i was currently paying £85, i agreed n signed up only to find out after a friend said it was impossible looking at my units or what ever they are, rang to complain n they agreed it should of been £85 a month, am now going through ombudsman n just received my first month bill £120 !! What a scam of a company with no morals, they should be a shamed of themselves!! And i totally agree with the previous ladies comments about the trust pilot reviews, staff clearly writing those !!!”

Posted 4 years ago

“Awful company, thank god i wasn't a signed up member! Moved into a property supplied by Shell Energy, switched straight away, took meter reading and supplied to them on the 1st day. Then they start sending text messages to say to call a number to pay, search of the number online shows it as a scamming number rated as 'Dangerous' on 'Who Called Me'. When you call the number they want all your personal details and bank details without even confirming anything to prove who they are and they know who is calling them, they ended up hanging up on me when I asked them to confirm some of my details even just my door number. Go to the website, its just as bad trying to get some contact details, eventually had to fill out a form as even the online chat isn't a chat, its automated. Eventually get an email from them confirming the details, and I pay and send them confirmation via email, then I continue to get threatening messages about outstanding payment and debt collectors. Awful company, I'm guessing staff members have increased their ratings on Trustpilot, have a look at their ratings on some other sites.”

Posted 4 years ago

“My Shell Energy experience has been quite appalling from waiting nearly an hour on the phone only to be cut off when 6th in the queue from 75th and then not being believed regarding a meter reading. Final straw came when the call back as promised did not materialise and so the saga goes on. To anyone thinking of joining Shell Energy ...... don't - you will bitterly regret you decision”

Posted 4 years ago

“I was with first utility which was fine, but shell energy is just unscrupulous. Not only does their billing make no sense but the bills have steadily increased month to month despite nothing having changed from my end. I’ve paid my bills consistently and according to my calculations I use on average £90 - £100 max monthly for both gas and electricity but they’ve increased my bill to £170 for a 2 bed flat because I want to leave their company. I can’t afford to pay that amount every month. I’m so frustrated.”

Posted 4 years ago

“First utility were good until shell energy , shell energy never call back they estimate my bill which is incorrect. Still waiting for my call back the polish lady promised me this morning at 8am youvhsve estimated my bill wrong which she admitted and I gave you my readings on 8 Jan call me urgent it I will cancel my DD Regards”

Posted 4 years ago

“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”

Posted 4 years ago

“Atrocious company. I would not recommend Shell Energy to my worst enemy. The resolutions team is not fit for purpose. Despite repeatedly telling them my property has been empty since the tenants left last summer and no final meter readings had been taken Shell Energy keep sending me estimated bills.”

Posted 4 years ago

“Been with Shell for about 3 months I signed up expecting £40 of vouchers but to no avail, cannot speak to them as they will not pick up the phone so a very frustrating company, cannot wait to leave, customer service non-existent.”

Posted 4 years ago

“I originally started with First Utility who for the short time I was actually with them they seems great. It all went down hill as soon as Shell took over. They upped my bill as they said I was using more than I’d previously said, I tried to argue that with it being winter and the heating is on we do but in summer we use a lot less. So over the year it evens out. They didn’t agree and so doubled my monthly payment. Then I had a smart metre fitted, which shows on the remote display unit I use roughly what I’d always thought I did. Tired to call shell and can never get through and even though they metre reading is sent to them daily they still seem to think I use more than I think I do. Again tried to call to see if the remote unit is wrong or the metre has an issue or they’re wrong but can never get hold of anyone. My renewal is due so I’ve switched and hopefully will have better service from E-On. I’d never recommend Shell to anyone and I’d never use them again.”

Posted 4 years ago

“Have been with Shell Energy since they were First Utility - who were great. Unfortunately Shell Energy are atrocious. Only gave one star as zero star option not available. Pay my bill monthly by cheque- I know cheques not popular,but suits me. Sent cheque off,all details correct,money drawn from my bank- then letters & emails saying bill not paid. Contacted customer services( which is horrendous nightmare trying to get through & when you do- best of luck understanding people on the other end) useless conversation,got nowhere & got shouted at by the guy on end of the phone yelling" when are you sending us proof you have paid this"- I only received email that morning. Sent bank statement with corresponding cheque stub number & amount & answered all relevant questions asked. Paid subsequent bill that had come in. Still receiving multiple emails about " outstanding debt" & how my credit rating could be affected by this as they pass details on to credit agencies. I submitted a complaint about this & their customer service agent. They got back in touch to say they had their " team" trying to track down the payment. Still waiting for a response. In the interim still getting emails about outstanding debt. Am taking this to the ombudsman & am leaving this company asap. DO NOT GO NEAR THIS COMPANY!!!!!”

Posted 4 years ago

“Cannot get to talk to any one. been on phone for one and a half hours.”

Posted 4 years ago

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First Utility is rated 1.2 based on 127 reviews