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

Jane104

Switching to Shell seems to be taking ages. Have switched and submitted readings for electric but still 'not quite ready' for gas.  But they've taken direct debit up front for both.  It is nigh on impossible to get in touch with them, first there's the robot chat, then a queue of over 70 to chat to a real person. Managed to submit an equiry form, which they will try and reply to in 3 working days!  
And I now can't change my mind without incurring penalties as cooling off period has passed.

Consumerist

Jane104 said:

Switching to Shell seems to be taking ages. . .

The switch should be completed within 15 working days of your switch application. Although the suppliers exchange information, the switching process often doesn't start until the cooling-off period ends; allowing 7 days to complete the job.

If the supplier fails to meet this deadline then they must automatically pay you £30 <compensation> (but there are exceptions).

From what you say, the switch may well be on track for the 15 working-day deadline.

fred2943

I switched to this company on MSE recommendations back in November and what a nightmare it has been, my electric was changed over at the end of November but my gas has still not been done , after spending over 3hours on the phone trying to get through to a person to talk to I decided to contact them on line only to find that they have internet problems at long last i got through to some one over the internet great i thought but they could not help but suggested I contact by email and encloud pictures of my gas meter so after writing out my email and adding 3 pictures i click on the send button only to get a message saying that there email address is under maintenance . This company is beyond a joke has any one had this problem 

charliesf

Does anyone know how the bill credit works on Shell Energy January 2022 v4?. I ordered a switch via the mse energy club on the 5th of November. Shell doesn't know about this bill credit and directed me to mse energy club. Thanks, Charlie

77shelf88

have to say not impressed with Shell Energy transfered via this site  phone calls are expensive and reps say things and do not act on them said he would send me a link to sort out my problem giving readings  as soon as the phone call had ended and did not, automated help just goes round in circles, online chat had a wait of 40 in line after an hour it had only moved to 29 when i gave up on it,   also the E mails i sent had not been replied to not even an acknowledgement
definitely  wish i had not listened to this site and gone with a big name  

Thrugelmir

77shelf88 said:

definitely  wish i had not listened to this site and gone with a big name  

That's the problem with this site. MSE makes a recommmendation and the supplier gets flooded. Service levels fall. Customers complain.  The cycle simply repeats and repeats over and over. 

Gerry1

77shelf88 said:

have to say not impressed with Shell Energy transfered via this site  phone calls are expensive

What makes you think the phone calls are expensive?  By law, customer service helplines cannot be charged at more than basic rate.

If basic rate calls are expensive then you're on the wrong phone tariff.

77shelf88

Gerry1 said:

77shelf88 said:

have to say not impressed with Shell Energy transfered via this site  phone calls are expensive

What makes you think the phone calls are expensive?  By law, customer service helplines cannot be charged at more than basic rate.

If basic rate calls are expensive then you're on the wrong phone tariff.

Gerry1 said:

77shelf88 said:

have to say not impressed with Shell Energy transferred via this site  phone calls are expensive

What makes you think the phone calls are expensive?  By law, customer service helplines cannot be charged at more than basic rate.

If basic rate calls are expensive then you're on the wrong phone tariff.

phone call may be on basic rate but when you are waiting for a customer service to answer for 40 mins and then they spend another 30 mins without managing to help  promising a call back with did not happen it is expensive for me , if you have free local calls that is fine but not everyone has 

Gerry1

@77shelf88 Next time call 0800 011 5167 free of charge.

MiniSun

This is a delayed post from November due to unrelated issues.  I signed myself and my elderly mother up to Shell Energy after our previous company closed down late last year. Everything went smoothly when filling out the forms, but after a few days I received an email from Shell stating there was an issue setting my mother's account up. When I called them to discuss the issue they said they were unable to discuss anything with me unless my mother was also there.

This is despite the fact that the account hadn't even been set-up yet and the fact that both myself and my mother were isolating in separate properties, some distance apart. I was told it didn't matter and for them to discuss this with me we both needed to be in the same room.   I have never had any issues with regards to setting up her account before, and that is when the account actually exists. 

I basically advised them to cancel both our accounts as they were not being sensible regarding this. I swapped to alternate companies within a week and there have been no issues at all.

Customer service is everything and I think someone missed the common sense teaching day. It is disappointing when the prices are good, but the service is severely lacking.