Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been overcharged for my energy bill the past 3 payments:8/7/2024 $202.46 9/5/2024 $250.76 10/7/2024 $303.13 I had renewed my contract with Shell some time in May so when I started getting hit with a much higher bill, it peaked my interest. I called Shell Energy at ************ on Tuesday, 10/8/2024 2:39 PM CST and spoke to a ******. I explained how it appeared I am being overcharged. The contract I printed out from my profile that day said I was in a Power Choice ePlan CenterPoint with an Average Monthly Use breakdown with Average Price per kWh:500 kWh with a rate of 14.6 per kWh 1000 kWh with a rate of 14.2 per kWh 2000 kWh with a rate of 13.9 per kWh Those are the most important details.The bills I was receiving said I was in a Month to Month Flex Plan. Here is my 10/7 bill breakdown:1072.55kWh with a rate of 18.1 per kWh ******kWh with a rate of 13.0 per kWh My call with ****** went well and he confirmed the mix up and even said they will take of this and issue either a credit or reimbursement but I would need to call back for a reimbursement. This was all logged under case number *********.I hadn't heard anything for couple days so I called to follow up on Thursday, 10/10. This is when it got weird. First they made it sound like nothing was wrong and I needed to just enroll in a new contract. I said look at my open case with ******, this is not resolved. I was told the case was closed. I said no it's not. I ended up speaking with a supervisor, I think her name started with an E or V, and she said she would look at the case, listen to my previous calls and get back to me the next day. She did not call me back. I called in on Friday, 10/11. Spoke to another representative who made it sound like there was no issue. This frustrated me most! On my profile they removed the contract that was there on Thursday and as of today, 10/13 they have locked me out of my Shell profile to download any further documents that can support my predicament.

  Business Response

  Date: 10/28/2024

  October 28, 2024
  
  BBB Dispute Resolution Team 
  **********************************************************;
  *************************;
  
  Customers Name: **** Yaletchko 
  Complaint ID #: ********
  Account Number: *******
  
  To Whom it may concern, 
  Shell Energy Solutions (SES) received complaint #******** from **** ********* on October 14, 2024. Our records indicate that Mr. ********* completed an enrollment with SES on May 15, 2023, online. During the enrollment, Mr. ********* provided his consent that he understood and agreed to the terms of service, including the out of contract terms. 

  Mr. ********* enrolled with SES on May 15, 2023, into a 12-month fixed-rate plan, which was set to expire on May 19, 2024. According to SES policy, if a contract renewal is not completed, the service transitions to a month-to-month variable plan.

  On March 20, 2024, Mr. ********* completed a contract renewal. However, the following day, he contacted SES to cancel this renewal due to him completing it in error. SES successfully processed his cancellation request. Subsequently, on May 14, 2024, Mr. ********* requested to revoke the cancellation of the renewal. Unfortunately, *** was unable to reverse the cancellation, and he was advised to complete a new renewal. Since no new renewal was completed, his account transitioned to a variable rate plan after the original contract expired on June 9, 2024.

  Mr. ********* later decided to switch to another retail electricity provider (***). As of October 14, 2024, his account with SES has been cancelled. Consequently, he received a final bill amounting to $213.81. *** has confirmed that no billing adjustments will be made at this time since it was determined that the renewal was not completed. Once the final balance is paid in full, Mr. ********* will have no further obligations with ****

  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at ************************************************************************************************************. 

  Best regards, 
  Shell Energy Solutions *********** team 
  

  
  

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Hello Shell,

  I am glad you acknowledged the timeline that I had called to request to cancel the first renewal and that I called later that month to overturn the cancellation request. It was my understanding after that second call to renew that I was all set and had been enrolled in an annual contract with a fixed rate. I learned recently that a different department had cancelled my renewal request but I was not notified of this. I believe per recorded calls it would be made clear I was under the impression my contract was renewed as assured by the support representative.

  I remember distinctly the representative had said the cancellation had not gone through and the original rate was still on the table to renew and I agreed to that.

  Yes, I did change providers since Shell started acting poorly as my access to my profile was blocked. When access was restored a few days later, the plan that had shown under my contract was removed. This behavior did not represent a company I would want to do business with any longer.

  With that said, I am not sure what the end result will be.

  Thank you,

  **** *********

  Business Response

  Date: 11/13/2024

  November 13, 2024
  
  BBB Dispute Resolution Team
  *******************************************************************************************************
  
  Customers Name: **** *********
  Complaint ID #: ********
  Account Number: *******
  
  To Whom it may concern,
  Shell Energy Solutions (SES) received complaint #******** from **** ********* on October 14, 2024. Our records indicate that Mr. ********* completed an enrollment with SES on May 15, 2023, online. During the enrollment, Mr. ********* provided his consent that he understood and agreed to the terms of service,including the out of contract terms.

  As of October 14, 2024, Mr. ********** account with SES has been cancelled, and he has no outstanding balance. *** has confirmed that no billing adjustments will be made at this time since it was determined that the renewal was not completed. Mr. ********* is under no further obligation to SES.

  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at ************************************************************************************************************.

  Best regards,
  Shell Energy Solutions *********** team 

• Initial Complaint

  Date:09/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After signing up for service with Shell Energy but before our first bill was even due, I received a Disconnection Notice from Shell Energy telling me that my service was going to be disconnected if I didn't "establish electric service" or "choose another licensed retail electric provider." I called Shell Energy and was initially told that they did not send me a Disconnection Notice. I was forced to take a picture of the Notice and send it to Shell Energy. They finally admitted that the Disconnection Notice was real but could not explain why I had received it. We were left to worry for the next several days to see if our service would actually be disconnected. I had to contact ************** Delivery numerous times to verify that our service would not be turned off. This caused us a significant amount of stress since this is the hottest part of the year in *****. Shell Energy was never able to tell me why they sent me a Disconnection Notice and said they could not even see the Notice in their system. **********, we decided to switch to another retail electric provider, as outlined in the notice, since Shell Energy could not explain the Notice. We did not want to risk receiving another Notice or having our service disconnected for no reason. After switching, we were charged an Early Termination Fee. I requested it be waived under the circumstances but Shell Energy has refused.

  Business Response

  Date: 10/10/2024

  October 9, 2024
  
  BBB Dispute Resolution Team
  *******************************************************************************************************
  
  Customers Name: **** ******
  Complaint ID #: ********
  Account Number: *******
  
  To Whom it may concern,

  Shell Energy Solutions (SES) received complaint #******** from **** ****** on September 27, 2024. Our records indicate that Mr. ****** completed an enrollment with SES on June 21, 2024, online. During the enrollment, ********* provided his consent that he understood and agreed to the terms of service, including the cancellation policies.

  Shortly after Mr. ******* enrollment with Shell Energy Solutions (SES), his email address, ************************************** was flagged as suspicious. Consequently, *** initiated a verification call to ensure the validity of his account. Unfortunately, SES was unable to reach him at that time. However, Mr. ****** contacted SES the following day, on June 26, 2024,and successfully validated his account information, confirming that all details were correct.

  Despite this validation, on July 26, 2024, SES mailed ********* a *********** Agreement (NSA)/disconnection notice, advising him to contact SES before August 5, 2024, to avoid disconnection. Mr. ****** reached out to SES on August 2, 2024, after receiving the *** letter, seeking clarification. SES advised that no disconnection notices were visible in our system and that the letter should be disregarded as it was sent in error.

  Mr. ****** requested to speak with a supervisor for further reassurance regarding the disconnection notice. Since SES did not have a record of the notice he received, an SES supervisor requested that Mr. ****** email a copy of the letter to us. The supervisor reassured Mr. ****** both over the phone and via email that the letter was sent in error and could be disregarded.

  Upon further investigation, SES confirmed that the letter was indeed mailed by us as part of an additional validation process for his enrollment. Due to this miscommunication, Mr. ****** elected to switch to another retail electricity provider (***). Consequently, in accordance with the terms of service, he was billed an early termination fee (ETF) of $149, along with his final usage charges. As a courtesy, SES has waived the *** billed to his account.

  As of October 9, 2024, Mr. ******* account with *** is cancelled, and there is no outstanding balance. He is under no further obligation to Shell Energy Solutions at this time.

  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at *************************************************************
  
  Best regards,
  Shell Energy Solutions *********** team 
  
  

  
  

  Customer Answer

  Date: 10/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  
  
  
   
  

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had shell electricity 12 month plan in ********* **, set to expire on 06/22/2024. I called over the phone in the end of May to cancel my electricity plan on 06/06/24 and to transfer my service to my new address in *******. Since then, I have received bills to pay for the old address in *********, most recently from 05/31-07/01/24 for $56.83 which I paid. I checked my account and it said that my plan for the old address is now 13 months, expiring 07/15/24 which I never received notifications about. And they sent me another bill for the service period 07/01-07/15 for $15.58, which does not make sense because I never agreed to service during the month of July at all nor was I notified. I would like to receive a refund for for new bill $15.58 and I would like an adjusted refund for the previous $56.83 bill to reflect the proper dates that I agreed to have my service for, which should have ended on 06/06/24.

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  BBB Dispute Resolution Team
  *******************************************************************************************************
  
  Customers Name: ***** ****
  Complaint ID #: ********
  Account Number: *******
  
  To Whom it may concern,
  Shell Energy Solutions (SES) received complaint #******** from ***** **** on July 25, 2024. Our records indicate that Ms. **** completed an enrollment with *** on May 25, 2023, online. During the enrollment, Ms. **** provided her consent that she understood and agreed to the terms of service, including the cancellation policies.

  On April 25, 2024, Ms. **** called SES to request that we cancel her service for her address ****************************************** on June 6, 2024. SES informed Ms. **** that she could transfer her services to her new address. Ms. **** agreed to transfer her service to her new address *********************************************. *** advised Ms. **** that she would need to complete a new enrollment for her new address since it was in a different service area. Ms. **** agreed to complete a new enrollment and cancel her previous account both on June 6, 2024./

  After further review, it was determined that the cancellation of Ms. ***** previous account was not processed until July *******. *** has made corrections to Ms. ***** cancellation date and adjusted her billing end date to June 6, 2024. *** issued a refund to ************** in the amount of $45.83 for the remaining credit balance on Ms. ***** account after the billing adjustments.

  As of July 29, 2024, Ms. ***** account ending in 2626 is cancelled and has no outstanding balance. No further action or adjustments are needed at this time. Ms. **** should not receive any further charges from her previous account ending in 2626.

  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at *************************************************************
  
  Best regards,
  Shell Energy Solutions *********** team 

  Customer Answer

  Date: 07/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  
  
  
   
  

• Initial Complaint

  Date:04/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 16 I called Shell Energy to have my electricity discontinued at ****************************************************. Shell said they would turn it off the following Tuesday due to Presidents Day. Today is April 2, 2024 and I just learned that Shell Energy did not cancel the service but transferred it to my new address. An address that already has electricity and a transfer was never requested. I moved into someone else's home and did not require any utilities in my name. I have called Shell Energy twice about this problem and am getting no where. I want Shell energy to cancel my account as of February 20th at the latest and refund any monies that may be owed to me. My Shell Energy customer number is *****, the *** number from the *************** address is *************. My new address for correspondence only is *************************************. Please help me get this account closed out as it should have been in February. Again, I did not ask for my service to be transferred, I want this service closed as of the February date.

  Business Response

  Date: 04/03/2024

  March 3, 2024
  
  BBB Dispute Resolution Team
  *******************************************************************************************************
  
  Customers Name: ******* *******
  Complaint ID #: ********
  Account Number: *****
  
  To Whom it may concern,
  Shell Energy Solutions (SES) received complaint #********0 from ******** ******* ******* on April 2, 2024. Our records indicate that Mr. ******* completed an enrollment with SES on June 27, 2020. During the enrollment, ********** provided his consent that he understood and agreed to the terms of service, including the cancellation policies.

  Mr. ******* contacted SES on February 16, 2024, to request the cancelation of his account since he was moving to an all-inclusive location. SES processed the move-out request on the same day as it was requested. SES emailed Mr. ******* his final invoice in the amount of $18.82 for the billing cycle 01/25/2024 - 02/16/2024 on March 8, 2024. (Attached) Mr. ******* made the final payment of $18.82 on March 25, 2024.

  SES refutes the allegation that we completed a transfer of service instead of a cancelation on Mr. ******** account. As of February *******, Mr. ******** account has been canceled and we are no longer the retail electric provider (***) on record. Mr. ******** account is terminated and has no outstanding balance. Mr. ******* is under no further obligation to SES at this time.

  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at *************************************************************
  
  Best regards,
  Shell Energy Solutions *********** team 

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After paying a deposit amount of $250.00 based upon "lack of credit" (which I certainly don't have) I followed up with the credit reporting agency. I then found that Shell had not in fact even run a soft credit check, but asked for prepay based upon a lack of credit; but again this had not been performed.I have called multiple times to report and discuss this with them, and they dragged a response out until after the time it was required to cancel my account at no charge (I believe this practice to intentional as well), I believe, based upon my experience that they are running this scam on multiple new accounts to secure the $250.00 prepayment that is not refunded for at least a year.

  Business Response

  Date: 02/23/2024

  February 23, 2024
  
  BBB Dispute Resolution Team
  *******************************************************************************************************
  
  Customers Name: ****** ********
  Complaint ID #: ********
  Account Number: *******
  
  To Whom it may concern,

  Shell Energy Solutions (SES) received complaint #******** from ****** ******** on February 14, 2024. Our records indicate that Mr. ******** completed an enrollment with *** on February 8, 2024, online. During the enrollment, *********** provided his consent that he understood and agreed to the terms of service, including the enrollment process.
  In the review of the account, Mr. ******** did complete an enrollment with SES on February 8, 2024, online. During the process of enrollment, after a soft credit check was completed, SES determined that *********** was required to pay a deposit of $250 to open his account. In addition, *** did provide Mr. ******** with several options to waive the deposit by submitting a letter of credit, proof of being a senior citizen over the age of 65, an active military service member, or a victim of family violence.However, Mr. ******** elected to pay the deposit of $250, which is eligible to be refunded after 12 months of a good payment history.

  On February 8, 2024, Mr. ******** called SES to request that we refund his deposit because when he contacted Equifax, he was advised that his credit score was pretty good. *** submitted a case for review of the customers inquiry. On February 14, 2024, *** determined that we would need to cancel the enrollment and process a new one over the phone to determine if the deposit was refundable. Mr. ******** declined to cancel his account to create a new enrollment and requested to speak with a supervisor. SES offered *********** a supervisor callback, which he accepted. An *** supervisor called the customer back the same day to review his options, but the customer was unresponsive to the attempt. SES made two more attempts to reach out to the customer on February 20, 2024, to provide the updated information. SES was able to get ahold of the customer on the latest call attempt where we advised *********** that we could re-run his credit. Mr. ******** agreed to a credit re-run but declined to provide his information to us again to do so.

  Due to Mr. ********* SES account being active, a termination and new enrollment would have to be completed to process another soft credit check. Since Mr. ******** declined termination and to avoid any further inconvenience,as a courtesy *** has requested a refund of Mr. ********* deposit of $250 to his original form of payment. Once the refund is fully processed Mr. ******** should expect to receive the refunded amount in 3-5 business days depending on his bank.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at *************************************************************
  
  Best regards,
  Shell Energy Solutions *********** team 

• Initial Complaint

  Date:09/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,
  
  I am reporting that my solar panel system for Account ESI ID # **********************
  with the START DATE OF 07/13/2023 and an end date of 08/12/2023 has Shell Energy recording a Usage Type that Shell Energy calls Energy Consumption of 835 Usage (kWh)
  And then Shell Energy shows a Solar Generation of ONLY 543 (kWh). That is quite a difference in reporting from one source to another.
  My SOLAR EDGE recording system states a different number of KWH produced.
  
  I asked for a written explanation on Shell Energy Company letterhead, from Shell Energy Company in my email inbox and a hard copy mailed to my home address. But to no avail.
  
  I am pursuing to report these findings to the BETTER BUSINESS BUREAU and have Shell Energy stopped from stealing power generated by my solar panel system :
  ID
  ******* Name
  Edward ******** - *******  EDWARD ******** ***** ****** **** *****  HOUSTON TEXAS ***** ************

  Business Response

  Date: 09/20/2023

  September 20, 2023
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Edward ********
  Complaint ID #: ********
  Account Number: ******
  
  To Whom it may concern,

  Shell Energy Solutions (SES) has received complaint # ******** from Edward ******** on September
  1, 2023. Mr. ******** initially completed an enrollment with SES on February 18, 2023. During the
  enrollment Mr. ******** provided his consent that he understood and agreed to the terms of service,
  including our billing for solar credits.

  Mr. ******** emailed SES on July 17, 2023, to confirm why he had an electricity bill due to
  SES even though he has solar panels on his home. SES informed Mr. ******** that he is on a solar
  buyback plan, meaning he will be credited at the real-time market rate for any
  excess solar production. Mr. ******** again emailed SES on August 31, 2023, that
  his billing cycle “7/13/223-8/12/23, has Shell Energy recording a Usage Type
  that Shell Energy calls Energy Consumption of 835 Usage (kWh) And then Shell
  Energy shows a Solar Generation of ONLY 543 (kWh).” SES reiterated to Mr. ******** that
  per the net metering addendum (attached), he will receive net metering credits for
  any excess solar production from his solar panels. Which means, Mr. ******** will only receive net
  metering credits for solar production that is sent to CenterPoint’s utility
  grid and not a total of his solar production. Additionally, Mr. ******** will be billed for any electricity
  usage from the grid.

  
  For the
  billing cycle of 7/13/23-8/12/23, Mr. ********’s account reported an excess production of
  543.18 kWh. Resulting in a credit applied to Mr. ********’s account of $39.49 for the excess solar
  production during the afore mentioned billing cycle.
  
  We hope that this response has provided a resolution to your
  concerns. If you have any further questions, please contact us at [email protected].

  
  Best regards,
  Shell Energy Solutions Social Care team
  10200 Grogans Mill Rd Ste 150
  The
  Woodlands, TX 77380

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  The sales person did not explain the way thigns are settled after a month of solar prodution occurs. The sales person made it seem like there would be more credit for the amount of production than they actually allow. 

  FRAUDULENT sales tactics.

  
  
  
  Regards,

  
  EDWARD ********
  
  
  
   

  
  

  Business Response

  Date: 10/02/2023

  October 2, 2023
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Edward ********
  Complaint ID #: ********
  Account Number: ******
  
  To Whom it may concern,

  
  After further investigation, Shell Energy Solutions (SES)
  determined that Mr. ******** completed
  and enrollment online for our solar buyback plan. There is no record that notes Mr. ********
  was provided any information regarding his contract terms outside of the agreement.
  Per the net metering addendum section (1) (attached), “customer will receive
  a billing credit (a “Credit”) for net excess energy generation at the appropriate
  avoided cost rate. The amount of the credit shall be the load-zone settlement
  price for all real-time excess generation from the approved Solar Meters.”
  SES disagrees
  that the net metering terms were not provided to Mr. ********. Mr. ********’s SES account is currently
  active and receiving net metering credits for the excess solar production. No
  further action is required at this time.
  
  We hope that this response has provided a resolution to your
  concerns. If you have any further questions, please contact us at [email protected] .
  Best regards,

  
  Shell Energy Solutions Social Care team
  10200 Grogans Mill Rd Ste 150
  The
  Woodlands, TX 77380

• Initial Complaint

  Date:09/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called Shell Energy 3 times since August 5th regarding my September 12th invoice.
  On August 5th, I called to enter a contract with Shell Energy to reduce my electricity bill as I was under a floating rate.
  The agent on august 5th did not set clear expectations of when the new rate would be effective. My understanding was that it would be effective August 5th.
  I was surprised to see the $163.17 invoice and the floating rate charges because that is not what the agent explained to me.
  I called twice before the september 12th due date to dispute the bill and I was told that someone from shell energy would call be in 24-48 business hours. That did not happen after either of my calls.
  While I have paid the invoice ( to not loose electricity) I am not satisfied with how my request has been handled. No one has called me back or left me a voicemail regarding my request.
  My request was to receive the 12.7 charge from August 5th to August 22nd as the agent failed to tell me when the new rate was to be effective.

  Customer Answer

  Date: 10/23/2022

  Better Business Bureau:
  
  
  
  This letter is to inform you that Shell Energy Solutions has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/14/2022 and assigned ID *********

  I have received a credit from Shell Energy. 

  
  
  
  Regards,
  

  Kristal R***