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

shar0n08

First mistake - I moved to First Utility in December 2012 as they were supposed to be cheaper for me. They tried to apply standing charges on my first bill from whole month before I actually joined them. They then set my direct debits £15 more than I was paying with previous supplier (they were supposed to be cheaper). Despite submitting regular meter readings online, most of my bills have been estimated. In April, they sent an email informing me they were increasing my direct debits by £35 (despite me being in credit by almost £100). After several days of trying, I finally contacted them by phone. Ended up being asked if I would like to decrease my direct debits (I kept them the same). They then discontinued my tariff & didn't even inform me. Still getting estimated bills, but now they don't bother emailing to say my latest bill is ready. Got an email this morning saying my direct debit will be increasing by £62 (even without the increase, I'm still in credit). Had enough of them. Moving to a long established energy supplier asap.

shar0n08

Forgot to say, F U (Flipping Useless) also brought billing date forward & only informed customers a couple of days in advance. They ignore emails & I'm still waiting for cash back I was promised on joining them (13 months ago). I kept thinking it was just me having problems with them, but this thread indicates lots of people are having issues & when I mentioned my dissatisfaction to friends, I found many others are also fed up with their amateur efforts at running an energy company.

audigirl8

Have been with them a while now, switched from Npower all very smooth. Lots of info on their website and bill information, showing your consumption over the year and comparison with same time last year. You get email reminder to send in your readings which contains a link so you don't even have to bother with logging onto their website. They fitted a new smart electric meter this year free of charge so no need to send in electric readings any more. Has been the cheapest for me over the year.
Have had no need to ring them, so can't comment on their phone service.

matelodave

I've been with them since 1st November and the transfer went fine BUT I haven't been able to get any of my electricity readings into their system. The standing orders are coming of my bank and being recorded on my account but meter readings just don't work. As said, they've got a posh website which gives loads of info & FAQs but it's useless if the accounting part doesn't work. I tried using their automated telephone system and that dropped out as well


Likewise, E-mails bounce back an automated response and then just die - I don't think there's anyone there.


I want it to work because I think some of the smaller companies need a bit of a chance but they really do have to get themselves organised if they want us to use them. People get everso frustrated when it should be simple and when they get ongoing aggro when it's not their fault.


Come on FU, sort yourselves out, you are getting a reputation for being useless, try not to live up to it

chris16

Have been trying to contact First Utility since Christmas. Email sent-no reply after 3 weeks, and continual "you will experience longer than usual delays" message on the phone lines-waited on several occasions up to 45 mins. How can there be any confidence in this supplier if they cannot even get the first entry the customer sees into their company correct? I will not be extending my contract with them when it ends....

Johnkg

Signed up in October 2013 for the April 2015 deal (Electric only). Signed up to Better Energy for Gas.

Was owed a fair thwack of money from Scottish Power (WHY do they always take too much money?) and got a rebate for the Gas over-payment within a matter of weeks.

Took until mid-Jan for the Electricity rebate as SP had not had confirmation from FU that I was transferring to them. Odd that, as I got my Energy Club cashback in December, and FU online account details setup in November.

My details and readings appeared briefly on the FU account page but disappeared around the beginning of January.

Cannot enter readings via any of the automated methods. My current favourite is the phone method, where I'm asked to enter a zero digit meter reading. LOL

In the end I emailed them a reading via the Contact Us form.

I'm looking forward to to submitting next months reading...

Johnkg

Lots of worrying reviews of First Utility on TrustPilot

Moby_Tide

Johnkg wrote: »

Signed up in October 2013 for the April 2015 deal (Electric only). Signed up to Better Energy for Gas.

Was owed a fair thwack of money from Scottish Power (WHY do they always take too much money?) and got a rebate for the Gas over-payment within a matter of weeks.

Took until mid-Jan for the Electricity rebate as SP had not had confirmation from FU that I was transferring to them. Odd that, as I got my Energy Club cashback in December, and FU online account details setup in November.

My details and readings appeared briefly on the FU account page but disappeared around the beginning of January.

Cannot enter readings via any of the automated methods. My current favourite is the phone method, where I'm asked to enter a zero digit meter reading. LOL

In the end I emailed them a reading via the Contact Us form.

I'm looking forward to to submitting next months reading...

Almost like for like with me, even gone to the same suppliers for gas and electric. Can't enter readings on the website, nor via text, nor via iOS app....my meter number shows as being "DUMMY-nxxx" withs ome other figures. On the website my unit prices are blank as are all the readings etc.

The best one I think is the website meter read error

*type in meter reading "089390"*

"Please only enter numeric values"

Fantastic, submitted an online query on the 13th and got a reply saying normally they answer in 48 hours but you, know we're a little bit snowed under so it will be 10 days. Yeah really...

Johnkg

LOL, just tried logging into my account to see if things have moved on. They've moved backwards! I now get the My Registration screen

Switch has started

We've notified your current supplier of your intention to switch to First Utility. It usually takes 20 to 30 days to get all the information we need from other suppliers.

Don't worry if you don't hear from us right away. Check your email - we might need more details to complete your transfer.

Good news though: Process Started: 14 Oct 2013 - Estimated End: 06 Nov 2013

So only nearly minus 3 months to go! Not looking very good...

Alex444

Johnkg wrote: »

Lots of worrying reviews of First Utility on TrustPilot

Oh dear!

Get your complaints into the Ombudsman, they are about the same standard.