First Utility Reviews

Name: First Utility
Rating: 1.21

1.2 Rating 129 Reviews

5 %

of reviewers recommend First Utility

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1.2

Based on 129 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5

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First Utility 1 star review on 30th September 2022

Anonymous

First Utility 1 star review on 16th July 2022

Brenda Price

Anonymous

Anonymous // 01/01/2019

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“Atrocious company. I would not recommend Shell Energy to my worst enemy. The resolutions team is not fit for purpose. Despite repeatedly telling them my property has been empty since the tenants left last summer and no final meter readings had been taken Shell Energy keep sending me estimated bills.”

Helpful Report

Posted 4 years ago

“Been with Shell for about 3 months I signed up expecting £40 of vouchers but to no avail, cannot speak to them as they will not pick up the phone so a very frustrating company, cannot wait to leave, customer service non-existent.”

Helpful Report

Posted 4 years ago

“I originally started with First Utility who for the short time I was actually with them they seems great. It all went down hill as soon as Shell took over. They upped my bill as they said I was using more than I’d previously said, I tried to argue that with it being winter and the heating is on we do but in summer we use a lot less. So over the year it evens out. They didn’t agree and so doubled my monthly payment. Then I had a smart metre fitted, which shows on the remote display unit I use roughly what I’d always thought I did. Tired to call shell and can never get through and even though they metre reading is sent to them daily they still seem to think I use more than I think I do. Again tried to call to see if the remote unit is wrong or the metre has an issue or they’re wrong but can never get hold of anyone. My renewal is due so I’ve switched and hopefully will have better service from E-On. I’d never recommend Shell to anyone and I’d never use them again.”

Helpful Report

Posted 4 years ago

“Have been with Shell Energy since they were First Utility - who were great. Unfortunately Shell Energy are atrocious. Only gave one star as zero star option not available. Pay my bill monthly by cheque- I know cheques not popular,but suits me. Sent cheque off,all details correct,money drawn from my bank- then letters & emails saying bill not paid. Contacted customer services( which is horrendous nightmare trying to get through & when you do- best of luck understanding people on the other end) useless conversation,got nowhere & got shouted at by the guy on end of the phone yelling" when are you sending us proof you have paid this"- I only received email that morning. Sent bank statement with corresponding cheque stub number & amount & answered all relevant questions asked. Paid subsequent bill that had come in. Still receiving multiple emails about " outstanding debt" & how my credit rating could be affected by this as they pass details on to credit agencies. I submitted a complaint about this & their customer service agent. They got back in touch to say they had their " team" trying to track down the payment. Still waiting for a response. In the interim still getting emails about outstanding debt. Am taking this to the ombudsman & am leaving this company asap. DO NOT GO NEAR THIS COMPANY!!!!!”

Helpful Report

Posted 4 years ago

“Cannot get to talk to any one. been on phone for one and a half hours.”

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Posted 4 years ago

“Only with Shell energy for a short while paid £170 per month, after leaving I paid my final bill only to be sent another for a separate amount, I asked for them to provide a breakdown of that bill as I didn't believe I owed it, only to be sent another bill with no breakdown of charges, then I started receiving text stating that they will be taking further action, so I reluctantly paid the bill, only for them to say I haven't and continue with the threatening text. I rung customer service only to be put on hold for over an hour and cut off. Still unresolved, so annoying to spend hours on the phone with rude staff when I can prove I've paid my final bill. Poor customer service, don't go near this company!”

Helpful Report

Posted 4 years ago

“I was a customer of First Utility which was fine & the problems occured when the company changed to Shell Energy. I had smart meters installed Feb 2019 & I moved out of the property Aug 2019, I paid by direct debit each month & when asked where I was living in Aug I provided my current address of the property I was then living at. In Oct 2019 I moved again & Nov 2019 £179 was taken out of my bank account by direct debit from them. As I am no longer a customer I can't access my online account. I got the bank to recall the direct debit. Dec 2019 I have been on the phone to them & they advised the gas smart meter wasn't ever working & the electricity meter was reset when it was installed. A common problem with the Seimans smart meters apparently. I said how would I know this? & how is this my problem? I also asked why it took them from Aug to Nov to produce that bill & how it is so high during the warmer months when they said it was the gas meter that was the problem. Back & fourth by email to then be told the electricity meter was also a problem & the bill is just shy of £300 but they will halve that as a gesture of goodwill. I said I'm not paying that & maintained that stance since 27th Dec 2019. I now need them to email me the deadlock letter & I am ready to send everything to the Ombudsman. I've never been a bad payer & they are treating me like this is my fault!”

Helpful Report

Posted 4 years ago

“I am contacting ombudsman energy as they are charging me more than agreeing on contract. Be extremely careful if you have smart meters installed on your property. ask the engineer to sign a paper indicating the date of the exchange, and the last reading, his name and the name of his company. Shell energy pretends smart meters have been installed in May. The have been changed in July. They reporting the reading of July as May reading and they are charging me 2 extra months of energy consumption. It is entirely dishonest, that's pure robbery and I have had to pen a case with Ombudsman. Be careful if your supplier is Shell Energy (ex First Utility). Be careful with smart meters. DISGUSTING, UNFAIR, ROBBERS.”

Helpful Report

Posted 5 years ago

“After 7 months my moving out I recive a bill £1500. My final bill was in credit 900£ they send me cheque for that. Now they try grab me £1500. Ive got letter with due date in 2 days must ti be paid!. Just a f***** joke!! Anybody recommended good lawer in hull? I think go to court. I spend hours on line without results. My final meter was 0497 but they send me bill for 1049. I asked did you see different? I have still photos. They said doesnt matter i must to pay”

Helpful Report

Posted 5 years ago

“During my year as a First Utility customer (prior to them becoming Shell Energy) I had an issue with my meter, which was confirmed by a member of their support team. This was reported in October and despite being assured this would be fixed/replaced, come May when I moved out, it had not been nor had an appointment been re-arranged after their engineer cancelled at the last minute in March. A few months later, they sent me a bill for £1500 (9 months of payments apparently) saying that they were satisfied they'd fixed the issue...obviously this wasn't the case whilst I was in the property. Numerous months of back and forth later, they said they'd lower it to £850 based on an estimate. Having admitted that that their equipment was faulty and then not charging me whilst the issue was being 'resolved', it seems rather extraordinary that they can pick numbers out of the air like this! Still deciding whether to take to small claims court as clearly they are just guessing at this point to try and get some money out of me...”

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Posted 5 years ago

“Rude patronising customer service! Named SAMIA Had to repeat everything her colleague told her over her shoulder! Contanstly asking ‘do ya get it?’ Trying to antagonise! 1 hour call to switch supplier!! Really!! Retrain ! And teach manors”

Helpful Report

Posted 5 years ago

“Customer service very poor!! Antagonistic person called ‘Samia’ badly trained repeating everything colleague says! Rude blunt repetitive patronising”

Helpful Report

Posted 5 years ago

“She’ll energy are an absolute disgrace when it comes to customer service. They are patronising and unprofessional. I will Never use them again.”

Helpful Report

Posted 5 years ago

“I have been a customer of 1st.utillity for several years and I have had no issues but now Shell energy are running the business I can’t wait to leave. Customer services are pathetic it takes an age to get problems sorted because they will not answer the phone.How can my 96 year old mum in law communicate on a chat line. Shame on you Shell.”

Helpful Report

Posted 5 years ago

“Is anyone taking legal action against this company or thinking about taking legal action please let me know. I was with First Utility and had issues with meter then Shell took over. Shell have since added over £4K to my bill, claim that I use £4700 on average a year and are demanding £670 a month - I live in a semi detached house!”

Helpful Report

Posted 5 years ago

“Salesman ignored 'No Cold Calling' sign on my 97-year old mother's front door and the disability ramp outside, told her he could save her money on gas and electricity and that her neighbours had just signed for the same deal. Went into her house (including bedroom) to look through her paperwork, organised a phone call to her landline while he was there and as she was being taken through the process, fed her the answers and told her not to tell them he had already left. Trying to unravel her confused story, I found buried in a pile of her former bills a document dated the day before outlining the terms of the deal, complete with salesman's name and contract no. We had switched my mum's fuel supplier only a few months ago and she did not want or need to change. Then began the appalling customer services debacle. 74+ minutes listening to muzak and recorded sales messages, still could not speak to anyone in authority alhthough a manager called Kris tried his best but it was beyond his remit. Tried online chat and spoke to another human being (thank you, Luke) who escalated the case. Eventually received a phone call from my 'dedicated resolution manager' (or some such nonsensical jargon). Said sorry abut that, contract cancelled. I did not feel this incident had been properly dealt with at an appropriate level so said I would be contracting them in writing. He immediately got very stroppy and said that only he would see such a letter. Pointless discussion ensued with my 'DRM' desperately trying to stop me taking the matter further. (Why?) When I asked if they had taken bank details or got my mum to sign anything, he said definitely not as it was a 'verbal contract'. The next day she received a direct debit confirmation with all her bank details. Customer service is so unprofessional there must be some deep-rooted issue with training here. Very shocked at whole incident and am taking it further until I get some answers. Unethical practice, keep away.”

Helpful Report

Posted 5 years ago

“Absolute travesty of a company; unprofessional complaints resolution team.”

Helpful Report

Posted 5 years ago

“A disgraceful energy supplier, highly overcharge, takes about 40 minutes each time you call to actually get through to someone and when you eventually do, they’re not bothered to help you. Even the complaints resolution team huff and puff! Ofgem seriously need to investigate this company. Highly avoid using them at all costs ! An absolutely appalling company.”

Helpful Report

Posted 5 years ago

“Extremely poor service. They overcharge, takes about 40 minutes to actually speak to someone and when you do, they don’t really know what to do and are not bothered to help you. All the complaints resolution team are not bothered either and huff and puff! Ofgem seriously need to investigate this company. A joke of a energy supplier. Highly avoid! OVO Energy are 100 times better”

Helpful Report

Posted 5 years ago

“Hello, I am disappointed again with the service I have received from Shell energy, after all the drama that occurred while transferring gas and electric over from EDF which took 3 months of constant pain while contacting you and getting no where, the same script has started to play again, my gas and electric smart meter was to be installed on 13/08/19, I took the whole day off, the engineer came over and told on his iPad we were down as getting only electric meter changed to smart meter and the gas would remain the same, he then called the head office and said I should ring shell energy and ask shell to sort out again as he can’t install both meters, he never installed any meter, I rang shell on the same day and was told someone will be in touch, not surprised at all that no one is in touch, called again after 3 weeks and got the same answer that someone will be in touch, but no one has contacted me, today got an email that your electric & gas meter is changed to smart meter.. no one has come to my property... lied again... Totally pathetic customer service and people have started lying. Disappointed”

Helpful Report

Posted 5 years ago

First Utility is rated 1.2 based on 129 reviews