First Utility is not First Utility it is SHELL ENERGY. I have never had to deal with such patronising and condescending customer service staff! Eventually I tried to resolve an issue through Martin Lewis Resolver as Shell were failing to respond to my emails. They responded through Resolver but again in the most condescending and patronising manner! The message also said they would contact me by phone within 2 working days if I respond. I did respond but it has now been 5 working days with no call. However this morning I received a call from Shell which wasnt anything to do with my complaint - it was just someone telling me that they would like to 'offer an upgrade on my account' which turned out to be installing a smart meter!! Speechless, I just hung up ! Shell Energy IS NOT customer focussed at all. It just wants to take your money by any means! Shell is also trying to FORCE customers to have a smart meter - which we know is not accurate - by insisting the customer provide monthly readings and then billing them monthly. If you dont provide a reading they ESTIMATE it anyway and still bill you! After reading bad reviews everywhere, how on earth have they got 4/5 on Trustpilot? something fishy going on there!