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Welcome to JA.
I am sorry to hear about your situation.
Please note that this is not a chat service therefore you may experience delays.
It appears the customer service by Shell has been below hence you have not been able to contact them nor do you understand why and how you owe the amount claimed.
Therefore i suggest you send a written complaint to the inhouse complaint team outlining how you have tried so many times to understand the claim brought against you by contacting them. Further you should advise that if they do not respond to your email or letter within 14 days you will undertake further action.
Do you understand what i have stated so far? if yes i will proceed to the next step.
Ok no problem, i will send a report to the customer service team a call was not made and they should then refund any money relating to a call service.
That said i suggest you contact the energy ombudsman regarding your issue if Shell energy ignore your attempts to resolve the matter.
You can reach the energy ombudsman using the link below
Energy Ombudsman: Here to help with gas & electricity complaints | Ombudsman Services (ombudsman-services.org)