Add your feedback on energy supplier Extra Energy

I moved out of my house on 19/01/15 and still haven't had a final bill despite logging my meter readings straight away. This company are terrible. They are quick to send you letters telling you not to cancel your direct debit after you've left so they can continue taking your money but absolutely terrible at replying to or even acknowledging requests for a final bill or rebates. I think this is a company policy designed to rip people off.

Despite being polite on the phone today when told that the billing department STILL couldn't help because their servers were down, when I stated I would like to make a complaint the customer service advisor put the phone down on me. I called straight back and ended up on the phone for a total of just over 2 hours in the end.

I was told that the first guy had lied to me and that if the servers were down for one department they would be down for all, put me on hold, went to find out if I could get my final bill then came back to say she had spoken to the billings manager who told her that as a company ALL final bills had been cancelled until further notice due a huge mistake they had made as a company.

I asked to her to escalate my call to a manager as I had been on the phone for some time now, been waiting already for 3 months and didn't see an end to this. She tried everything to put me off, told me she'd try to get her manager to ring me after she was back off her late lunch but couldn't guarantee it, so I asked to speak to another manager, was told there was no customer service manager on the floor at all, again stated that I was staying on the phone until I spoke to a manager and eventually got put through to a 'Disputed Readings Manager' named Andy Homer who told me I'd get my final bill straight away. I informed him of what I'd been told about them being cancelled until further notice to which he said 'oh'. I asked to speak to a manager who could actually help me and he said he'd been on holiday and perhaps a notification had come through while he'd been off. Put me on hold and went off to find out more, when he came back he said yes that was correct, no final bills were being produced until further notice.

By this time I was reading this forum and said to him 'but I'm reading MSE forum and can see that there are people who have received theirs in the last few days so that can't be true' He had absolutely no response to this so I asked to be put through to complaints. He refused and said it was impossible, initially stating that there wasn't a complaints compartment but then correcting himself saying he couldn't put me through. Apparently I have had a complaint logged now and should receive my bill soon but I have absolutely no faith in this small time, rip off company.

Please please don't be sucked in by the ridiculously low rates, they are low for a reason. This company really are the worst I've dealt with for any kind of services and clearly are holding a lot of peoples' money including mine. I dread to think the amount of less persistent people they have ripped off

I switched to extra energy in May 2014. Despite providing meter readings i cannot get a bill from them. Can't get through on the phone. Have sent messages via their website which they dont respond to. Have sent e mails to which i got one response in February saying bill was being quality checked but never received a bill. I therefore have no idea whether i am in credit or debit 11 months after signing up. They have taken my direct debits every month so my account just shows a huge credit. I note they credited the £12 government refund in October but debited it back from the account in March yet I am a domestic user. Don't join this company!!!