Add your feedback on energy supplier Shell Energy (formerly First Utility)

Alex444

After joining them last April I have never paid a bean to them, they could not set up a Direct Debit, even though I have told them 5/6 times that it was not in pace. Have e-mailed constantly with them coming back with there standard template replies, up until this week when one of their employees has composed a reasonable response. This was after they asked for a £2240. payment, with no discount for loyalty or Direct Debit and also no compensation for their total lack of customer service. I have now been offered a £180 discount plus £40 compensation for my treatment, keep going FU, you are the biggest mistake I have ever made.

James_Lahey

Switched end of last year - primarily due to their rates being amongst the lowest on comparison sites, plus the offer of £40 cashback on TCB and only a 3 month tie in period.

Since then have had no problems whatsoever and have noticed a large drop in my energy bills. Although I was pretty unhappy with the recent announced price hike - 18.6% is not reflective in our household although we have dual-fuel we use mainly electricity (especially now we're past the cold snap and gas is used just for water heating.)

I've not had reason to contact them other than meter readings but they have a landline # to call - any problems calling I'd imagine it'll be easy to email/mail them to confirm cancellation and let new supplier sort out the switch?

I will without doubt change supplier before the price rise (electricity - 10.3p to 16.8p per kwh!!) but holding out to closer the deadline (inform them before the 1st of June) and hoping cashback will be payable by then!

Unless something goes drastically wrong during switchover I'd say I'm happy with the company and although it means the "hassle" of switching after only 6 months - I think the whole experience was pretty MSE.

nickc74

Only been with First Utility four months and they have withdrawn the tariff I signed up for and put me on a standard tariff at 18% increase in costs...

I'll be leaving asap...Dreadful....worst of the lot so far and that is some achievement compared to npower and british gas!

stagey_2

Hmm - changed last August and did have issues with delays, but cross fingers all seems well now. I like the email requests for readings and ease of accessing the account. On dual fuel rate till Dec 13. No complaints now.

Alex444

Have now told me mistake for DD was on their side, missed some code off mandate, still offering £40 as compy, want me to supply DD details so they can whap some £2000+ out of my account. Don't think so, well not atleast till they can confirm what they are taking and confirm the tariff going forward.

garysletters

Signing up was easy. First few payments went fine

PROBLEM.started when I asked to change my DD.
I opened a santander123 account, and wanted my 2% cash back. I contacted water, council tax, phones, and first utility. All other companies had no problems. First utility, since then, have not taken any DD, and keep sending me missed payment, and latterly DEBT letters, getting more threatening

I tried to contact them. Web chat "can't discuss DD issues" I emailed several times and called them. "The bank rejected the DD mandate"
I called bank, and visited. I got a copy of the active (but unused) DD to FU. They are lieing.

I've called again, now recording my phone calls. I'm promised a call back from their credit dept withing 48 hours.........and nothing happens.

I've now started tweeting their customer services, but I'm simply ignored.

One CS rep did admit they were having problems with "lots of customers DDs recently".

I'm now over £300 "in debt" and I want to leave before their 61.5% (for me) price hike for electric. However, with such a debt, they are allowed to block me from moving!

What the hell are you meant to do? I can only see me having to pay on my debit card to remove the "debt", thus losing my 2% cash back, just to allow myself to switch providers.

Rubbish customer service!

Stooby2

Just got the price increase email today which surprised me as I thought I'd signed up for a fixed rate from last December until this December. Apparently not.

And it also appeared they'd charged me twice for two month's worth of gas/electricity. It turns out they haven't, but the way it's presented on the bills is so stupidly complicated it makes it difficult to see what they've done and why. Even the girl on the customer services couldn't explain it.

I'll be looking to change again asap.

Alex444

Will not give me figures for 12 months consumption, will not confirm dual fuel discount, loyalty bonus?...Know nothing about that!!!!!

£40 compensation?...Your having a laugh, put another zero on it.

Complaint away to the Ombudsman.

bloonose

Switch to First was trouble free as was the first 3 months. Bills were detailed & easy to understand but after 3 months they requested that I increase my direct debit - I refused as I was in credit. After 6 months they unilaterily increased my direct debit by 30.00/month despite still being in credit. Customer service is very poor but there will be no 9 month report as I have switched!

geoffu8

Must agree with most of the earlier negative comments about 1st Utility. I built up a direct debit/dual fuel discount of around £150.00 and was informed on each monthly statement that the final figure would be confirmed on the June statement and a cheque sent within a calendar month. Guess what? - No Cheque!

When I queried this with 1st Utility, I was informed that 'As a responsible energy supplier, we are obliged to take necessary steps to prevent our customers from falling into debt.' This was most considerate of 1st Utility, as I was in debt, by just over nine pounds.

I then requested that they credit the discount to my next statement. Guess what? - They didn't, and it no longer appears on my statement, despite their assurance that 'We have not removed the discount; it is still being awarded to your account, albeit applied to the account balance rather than sent to you by cheque.'

Frankly, I suspect that these people are only too eager to dangle the carrot of the substantial discount, but will then go to great lengths to avoid actually paying it, presumably hoping that a certain per centage of their customers/victims will give up and go away.

Can anyone out there recommend a utilities company with integrity? I have already had to resort to the Ombudsman twice, and it looks like a third visit is imminent.