Absolutely Shocking service
Absolutely Shocking service
We had a smart Meter and Display fitted
Over the last 12 months our Gas bill has been Estimated for 165 days
And currently this month JAN 23 18 days
So answer me this what benefit in having a SM display And APP when the usages are completely wrong
I have know idea what SHELL ENERGY are going to charge me for my gas
When I questioned this last year they said there’s nothing wrong with the SMART METER, unfortunately lost in translation between here and god knows where in the world but they did lose it in translation and wanted to charge me for changing the SM outside
I was referring to the SM Display in the house BTW
Did online chat and surprise surprise there system is down
So now my gas bill is Guesstimated every month and stuck with theses Dick Turpins of the modern world
AVOID this company and go with a company who believe in loyalty and decent customer service
Update
Bit reluctant to post my account details on here tbh with significant safety issues
How can I speak to someone privately about this with a direct number
Update 2
Absolutely joke try social media Sean said complete waste of time
1. It’s not live chat on IM
2. I’m over 1hr 20mins and finally admitted there is a problem with the app and gas usage costs
3. You have to wait 15-20 mins for response and it’s either Paige or Leanne or Joe bloggs that responds
And according to there quotes we strive in customer satisfaction lol
So good luck with any energy issues you have with this company because they literally haven’t got a clue
I’ve been in customer service for nearly 40 years and this has got to be the worst experience ever
Update 3
2hrs 5 mins in and I’m giving up they won’t respond to my last message 23mins ago
Last chat from Paige/Leanne/Joe bloggs
We are not a live chat service so you will need to await a reply I do apologise for this. Our Technical Team are working on the usage graphs and app as there has been issues so we are working to resolve this. You will still see the breakdown on your monthly bill. - Paige
So as I said absolutely shocking service
Reply from Shell Energy for Home Customers
Good afternoon, I'm sorry to see that you're having an issue with the billing and the gas being estimated for so long on the account, we want to take a look for you on the account to see if anything can be done. Can you update the review with your account number so we can take a look? You can also contact us via one of our social media pages and the team will be happy to help look into the account for you. - Sean
Updated 31/01/23 (14:31):
Hello, our contact number is 0330 094 5800 if you do wish to call in. As mentioned, you can contact us via one of the social media pages also and the team will be more than happy to help. - Sean
Updated 02/02/23:
Good afternoon. Thank you for letting us know! We always strive to offer exceptional service so I'm disappointed this hasn’t been your experience.
Social Media chats don't work the same way as a Live Chat does through our website, so we may not be able to respond immediately but we'll get back to you as soon as possible. Please note that our usual response time is within 1 hour, but I apologise for any inconvenience caused.
I'd be more than happy to arrange a call back to resolve this for you so please email us at trustpilot@shellenergy.co.uk. - Sara