MSE News: 'I'm almost £900 in credit with Extra Energy but it's unable to send bill'

footyguy · 5 February 2016 at 4:23PM

nomoreenergy wrote: »

I too have been with Extraenergy as a duelfuel customer for nearly 18 months and have had no bill despite regular meter reading submissions and long telephone calls with customer service. I have now calculated my bills myself and would like to send them to EE by post for confirmation (not that I am expecting any acknowledgement). Is the Birmingham address actually their business premises or just the RO?

How do they get away with this isn't this supposed to be a tightly regulated industry? They are in breach of contract for not sending regular bills.

Welcome to MSE :hello:

Can I ask, haver you raised a complaint over this concern? That is what the comnplaint process is there for.

SFZ · 8 February 2016 at 8:14PM

This is by far the worse fuel company I have ever dealt with. My minimum term is up, changed and will never go back. Now in the middle of battle to get the 'overpayment' back.

Be warned, when you leave, if you are owed anything the final bill says "We will refund this amount by Direct Debit on or around the XX/XX/XXXX" - what this actually means (though experience & information from customer service) is "we will do nothing until you call and complain, then we will put it through to refunds who will take 10 days"

Debbyx1 · 7 March 2016 at 3:44PM

I'm fuming!:mad:

I've been with Extra Energy since January 2015 and have yet to receive a bill!

I'm £1,812 in credit.

To top it off my electricity meter display isn't working and I requested that they organise for someone to fix it on 4th Jan 2016. Several phone calls later it still has not been touched.

I have raised a complaint via e-mail as I couldn't get through on the phone.

Still no reply!

degreesofsep · 22 May 2016 at 3:29PM

I am just going to post my complaint email to them, be quicker and easier!!

I am actually at a loss where to begin with this complaint!

I suppose first I should address the issue of the final gas bill you have sent me, including an exit fee.

YOU DO NOT SUPPLY MY GAS AND NEVER HAVE!

You completely ballsed up the whole process by transferring my neighbours meter back in 2014, you never took over my supply from Scottish Power, I am still with them and transferring my electricity to them.

This issue was meant to have been sorted out a year ago when I complained. I was on the phone countless times and thought the issue was completely resolved then.

So for you to know try to charge me for gas you never supplied and then have the cheek to charge me an exit fee is beyond credulity.

As it took you so long to sort this out, I didn't start paying for my ELECTRICITY supply with you until June 2015, when a monthly payment of £24 was agreed with your collection department with a view to eventually repaying the entire debt over a year or so and being back in credit.

I gave you various readings during this period, but not once did you produce a bill for me.

I then contacted you in October/November for two reasons.

First to transfer to the latest fixed rate tariff and secondly to inform you that my meter was accessible from outside, as I had received a card from the meter reader saying they could not read my meter.

The agent told me that they would inform the meter reading company you use and send them out again to take a reading.

I was expecting a bill to be raised when this happened.

So when I looked at my account in March 2016, I was very surprised to still see no bill had been issued and that I was apparently over £200 in credit!

I submitted a reading online on about the 28th March 2016.

I looked at my account on 29th April, still no bill was showing.

I spoke to someone in your billings department, who assured me she would raise a bill and it would be showing online the next day.

I checked my account once more on Wednesday 4th May 2016, but to my non surprise there was still no bill showing.

I called up the customer service centre, but somehow I was through to the collections team, so had to be put through to customer service. Once I got through I had to repeat all the security procedures again as my details had not been passed on.

I told the agent that I wished to make a complaint.

After explaining what the problem was I was put through to the billings department (without being told, I was placed on hold and just put through.)

The gentleman I spoke to had no idea why I was calling, he did not have my details and I had to go through security procedures yet again. He was the most disinterested person I have ever dealt with in a call centre.

After he looked into my details he blithely informed me that you never properly deactivated my gas account and it would take up to eight weeks to do this.

He told me that you would not be able to produce an electricity bill until this was done.

As you can imagine I was extremely angry on hearing this.

I said that your company was a bunch of jokers, he told me he was not a joker. You need to tell your staff not to take things personally and certainly not to react that way with customers.

I asked him to put me through to your complaints department, which he did.

When I spoke to the complaint handler, after explaining what had gone wrong, he told me that because your customer service team had not raised a complaint he could not help me and I would need to go back to them to raise the complaint before your department could deal with this.

By this point I was apoplectic with rage. I do not even remember what I said, I eventually just hung up.

I then contacted Scottish Power and made arrangements to transfer my electricity supply to them.

This is an unbelievable catalogue of errors, balls ups and incompetence on a level I have never experienced before!

I wish you to sort this horrendous mess out and to make sure that I am not charged for any gas use, that I receive a proper first/final bill for my electricity and you transfer my electricity supply to Scottish Power as soon as possible.

Seeing as I have never received an electricity bill from you, I feel that this issue falls under the Energy UK 12 month back billing agreement as set out in Energy UK’s Code of practice for Accurate Bills Back Billing for Domestic Customers: (Had to take this out for spamming reasons!)

I have still not received my first bill at this address, despite contacting you several times to ask for one. I requested a bill on various occasions since November 2014 and have supplied you with numerous readings.

Please make sure that the Energy UK Back Billing agreement is applied to the balance on the account. Please respond to the points below, including any other information you feel would be relevant to help resolve this complaint:

• Please provide a copy of the first correct electricity bill produced and send this to me
• If you think the Back billing rules don’t apply, please explain fully how this decision has been reached with references to the Energy UK guidance document
• I have queried the production of my bill before on the phone on several occasions before and you were unable to supply a response. I am unhappy with the level of customer service you have given me. Please explain why you were unable to respond sooner and what you are able to do about the poor level of customer care I’ve received.

Please reply in writing within 10 working days. If you fail to respond in this time, I will consider taking the matter further.

Thank you.

I was not aware that I could use this back billing rule, I hope others find it useful.

And sorry if this is too long, if a moderator thinks so, please either delete or get back to me. Cheers

degreesofsep · 22 May 2016 at 3:41PM

Oh I forgot to say, they tried to take the the final gas bill by DD of about £260, (which you may recall is not supplied by Extra Energy!), despite being applied to my account and credit balance. Luckily I had already cancelled my DD with my bank, else they would have caused me bank charges for a bounced DD.

And does anyone have Ben Jones' email address please? Not heard from the complaints team yet and doubt I will, so I am going to try him direct.

Maxwell007 · 22 May 2016 at 7:34PM

https://forums.moneysavingexpert.com/discussion/4924424

Chrisracey · 19 December 2016 at 5:46PM

This is the worst company on the planet to deal with. They are incompetent, untruthful and dishonest. The Energy Ombudsman agreed with me and awarded me compensation but they even failed to follow his decision so now I will have to go to court to have the decision enforced. I can see this ending with the bailiffs removing desks from their head office.

MSE News: 'I'm almost £900 in credit with Extra Energy but it's unable to send bill'

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