ComplaintsforShell Energy North America

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/5/23, I received a bill from Shell Energy. The bill showed a charge for $176.45 from CenterPoint Energy. Shell told me that they could not see what the charge was for. I called CenterPoint and they told me the charge was $144 and that it was for manually starting my service at my new address. I called Shell back, and they told me that they see it is $176.45. I also would like to note that Shell never told me that there was a charge for this. I had numerous phone calls about transferring my Shell Energy plan and I was never told that there would be any kind of charge. I believe that Shell Energy should be responsible for this charge. Shell had recorded my phone conversation about my plan and accepting this new delivery address. CenterPoint did not need to come manually do this. This is a home address that was simply being transferred. Not a new home!

  Business response

  07/18/2023

  Dear Better Business Bureau,
  
  Thank you for reaching out to us regarding the customers concern.

  For us to further assist the customer, kindly provide ******************** *************s contact information:

  Call Center: **************, press Option 8

  Email: ***********************************************************

  Help & Support page: **************************************************.

   

  Regards,

  ******

  Shell ************* Team

  Customer response

  07/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  02/16/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  My neighbor established new service with Reliant, but used my address. Oncor, not Shell, notified me my Oncor Alerts had stopped. When I called Oncor, they advised I am not the account holder and Shell is not the retail service provider. I CANNOT get Shell to respond to any email. I filed a compliant against Shell and Reliant with the ***** ************************** The *** says everything is resolved, yet Shell cannot figure this out and I still cannot register for Oncor Alerts. This has been going on for five weeks. I have sent Shell emails, copied them on emails, sent a message through ********* Not a single word from them in five weeks. In additional to the Happy To Help email, I have even Shell's *************************, who has yet to respond. All emails were sent with tracking. Shell just opens them and does nothing. I believe one email was forwarded one time to one person. I am a 100% disabled vet with a VA issued CPAP. I have no idea if I may lose power over an incident completely out of my hands. Maybe Shell's policy is "let re-victimize the victim" and not respond. Five weeks! Reliant has already confirmed everything was completed on their end and returned back to Shell on 01/12/2023. I am requesting a few things. 1) Shell needs to respond to my emails. 2) Shell needs to confirm what has happened to my solar credits in the interim. 3) Shells needs to allow me to terminate our contract without penalty as they have to respond to me within their suggested 24 hours. 4) At least the January bill needs to be comped by Shell. 5) If the bill is not comped, I want a complete itemized bill itemized by single day from 01/01/2023 until 02/28/2023 detailing how much energy was consumed and how much returned to the grid. This will be cross-referenced with Tesla records. 6) An apology from Shell directed to me, the ***, and Reliant in addition to a VALID email, should I need to contact Shell should the contract not be voided.

  Business response

  02/28/2023

  Dear *************************,
   
  Thank you for contacting Shell.
  
  We take your concerns seriously and appreciate the time you took to let us know about your experience.
  
  We have a dedicated department who can further assist you on your concern, you may directly contact them thru the following:
  
  Shell Energy
  Phone number: **************
  Email address: ****************************************************************
  Website: *****************************************************************************
  
  We do hope you have found this information useful.
  
  If you have any questions about Shell App, Shell Station experience, Fuel Rewards and all other Shell information you could take a look at our Help and Support FAQ section for answers. If you cant find the answer to your question, just click the red "Help" button at the lower right corner of the screen to launch Live Chat.
  
  Sincerely,
  
  Shell ********************************** **************, press Option 8
  Email: ***********************************************************
  Mondays to Fridays 7:00 am 8:00 pm CST excluding public holidays
  
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  Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy - Business Customers, Suppliers and ***************** available at the relevant webpage under the domain www.shell.com, as supplemented by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ***************** or contact your relevant **************** Center.
  

  Customer response

  02/28/2023

   Shell has not responded to any of my emails over the last 6 weeks and they want me to email someone else? I get more information about my Shell account from Oncor and the ***** ************************** as Shell refuses to email me back. Oncor says my electricity is with MP2. Who is MP2? Why is it when I call MP2, the greeting identifies Shell? Why does it *********** weeks to get a response from Shell? I thought the policy was to respond to customer inquiries within 24 hours or the next business day. I am requesting (again) for Shell to respond to my emails answering the questions I asked 6 weeks ago. Please note, emails have previously been sent to both Shell and MP2, none of which have been responded to. The answer they provided did not provide any information other than another email for me to reach out to Shell when all my other attempts via emails were disregarded. The professionalism should be Shell returning my emails and reaching out to me, not just providing me yet another email which may or may be responded to. Email tracking shows Shell opens the email, may forward one or two, then closes it out never to been seen again. I will be happy to supply screenshots of all the email tracking for verification.

  Business response

  03/06/2023

  Dear *************************,
  
  Thank you for contacting Shell.
  
  You have reached the Feedback and ********************* of Shell Branded stations. Please be informed that all MP2/shell energy feedbacks and inquiries related are handled by Shell Energy thus their department's name. Kindly reach out to Shell Energy directly at:
  
  Shell Energy
  Phone number: **************
  Email address: ****************************************************************
  Website: *****************************************************************************
  
  We do hope you have found this information useful.
  
  Sincerely,
  
  Shell ********************************** **************, press Option 8
  Email: ***********************************************************
  Mondays to Fridays 7:00 am 8:00 pm CST excluding public holidays
  
  Connect with us
  Facebook
  Twitter
  Instagram
  Live Chat
  
  
  Join Fuel Rewards and start saving on quality fuel at Shell TODAY with INSTANT GOLD STATUS. Click Here to sign up to learn more about the Fuel Rewards!
  Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy - Business Customers, Suppliers and ***************** available at the relevant webpage under the domain www.shell.com, as supplemented by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ***************** or contact your relevant ************************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I signed up for electric service in June 2022 to begin in July 2022. I called multiple times between August and September as I had not received a single invoice. I finally received my first invoice in October 2022 for July, August, and September all together. However, the July invoice was for service dates of July 14th - July 18th for a total of $63.98. The August invoice also again began on July 14th through August 17th, thus double billing me for the period between July 14th and July 18th. Every attempted call to their support line gets an agent who can't do anything other than submit a call back request - then I get an email from someone saying they can't reach me on my phone number (which is a lie, I use this number daily). They then claim that the dates on the statement were wrong but the usage is correct. How am I to believe that they "accidentally" put the wrong dates on the statement that took them over 3 months to generate but miraculously applied the correct usage nevertheless? I have also filed a complaint with the *** of ***** and am now trying to figure out how to get out of this contract.

  Business response

  11/09/2022

  Dear Better Business Bureau,

  
  

  Apologies for the delayed response.

  
  

  Regarding complaint #********, we appreciate you reaching our Shell **************** To better assist the customer kindly provide them our contact number at **************. Thank you.

  
  

  Regards,

  
  

  *****

  Shell ************* Team

  Call Center: **************, press Option 8

  Email: ***********************************************************

  Mondays to Fridays 7:00 am 8:00 pm CST excluding public holidays

  
  

  Customer response

  11/09/2022

  I've already spoken to their customer service regarding this issue and it remains unresolved.

  Business response

  11/10/2022

  Please have the customer contact us so that we have help resolve the issue. We can be reached at ************** option 8.

  Customer response

  11/10/2022

  I just called ************ option 8 per the business's request. I spoke with *******. I explained the situation and he said that this number is used for complaints against shell gas stations, not shell energy. He told me to call ************ which is the same number I began with prior to filing the BBB complaint.

   

  In true fashion, Shell is continuing to give the run-around via this BBB complaint, and my issue remains unresolved.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I signed up for the electric service with Shell Energy on Aug 16th, **** with fix plan where energy charge **** cent per KWH and CenterPoint Delivery charge 3.8 cent per KWH. And I received the first invoice on Sept 2nd, 2022 for usage of 484 KWH for period of Aug 17th to 30th. However, I have been charged for $164.58 for centerpoint delivery charge which is far more than the plan I signed up specified. I called Shell Energy, but they provided no explanation about the centerpoint charges but asked me to contact center point. So I contacted Center Point, but center point asked me to contact Shell Energy since they are the retailer.I think, Shell Energy as retailer, is responsible for honoring the contact they established with customer and for providing explanation about the invoice they sent to customer. Instead, they have the customer or center point do their job. This is unacceptable business practice and should be not encouraged .

  Business response

  09/09/2022

  To whom it may concern,

  This is to acknowledge that we've received this concern.

  Sincerely,
  
  Shell ************************************************* press Option 8
  Email:***********************************************************
  Mondays to Fridays 7:00 am 8:00 pm CST excluding public holidays
  
  Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy - Business Customers, Suppliers and ***************** available at the relevant webpage under the domain www.shell.com, as supplemented by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ***************** or contact your relevant **************** Center.
  

  Customer response

  09/13/2022

  Just acknowledge they received the complaint but no resolution at all

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩