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    • footyguy
    • By footyguy 4th Oct 16, 6:45 PM
    • 2,448 Posts
    • 952 Thanks
    footyguy
    Thanks and apologies for not quoting. I hit the + button and select quote but it doesn't appear.

    Record keeping of my relative is not the best, but I'll see what I can find out and do some calculations. Considering how much the heating is on, I'll be surprised if £36 covers it. I'll suggest some squirelling to avoid a nasty surprise.
    Originally posted by Luckwudaveit
    I couldn't possibly be so judgemental of your relative, but if it does prove she is using more energy than she originally declared as anticipated, then she is only potentially harming her own interests.

    A change in anticipated annual usage could throw up an entirely different supplier or tariff as being the cheapest.
    • secretov
    • By secretov 7th Oct 16, 10:58 AM
    • 8 Posts
    • 1 Thanks
    secretov
    Problems Problems Problems

    I was with EE for a few months last year before getting off the sinking ship, only problem is now a debt collection agency is chasing me for money that they have credited me?

    To cut a long story short EE say that I owe them £47.62 - I phoned them today (1 hour on phone) and their notes dating back from June 2015 say that they have indeed waived the £47.62. However, after going backwards and forwards from customer service to complaints, they are saying that they paid me £50 on the 15th June 2015 directly in to my bank account, for me to pay them back? - The thing is I have looked at my statement and there is no £50 from them?

    The customer service agent put through yet another complaint from me but I am not holding out much hope.

    Where do I go from here? - Should I just pay it?

    Edit - To add I posted on here last year in regards to finally leaving them and the credit.
    Last edited by secretov; 07-10-2016 at 11:01 AM.
    • regis598
    • By regis598 7th Oct 16, 4:24 PM
    • 46 Posts
    • 6 Thanks
    regis598
    Ask them to provide proof that they did actually pay this money into your bank account. If they cant then they have probably not done so. Have the collection agency shown you any evidence that the debt actually exists? again ask them for proof.
    • footyguy
    • By footyguy 7th Oct 16, 4:33 PM
    • 2,448 Posts
    • 952 Thanks
    footyguy
    Problems Problems Problems

    I was with EE for a few months last year before getting off the sinking ship, only problem is now a debt collection agency is chasing me for money that they have credited me?

    To cut a long story short EE say that I owe them £47.62 - I phoned them today (1 hour on phone) and their notes dating back from June 2015 say that they have indeed waived the £47.62. However, after going backwards and forwards from customer service to complaints, they are saying that they paid me £50 on the 15th June 2015 directly in to my bank account, for me to pay them back? - The thing is I have looked at my statement and there is no £50 from them?

    The customer service agent put through yet another complaint from me but I am not holding out much hope.

    Where do I go from here? - Should I just pay it?

    Edit - To add I posted on here last year in regards to finally leaving them and the credit.
    Originally posted by secretov
    I found one of your posts from June 2015 you mentioned (the last one, I believe, from a flurry at that time)
    http://forums.moneysavingexpert.com/showpost.php?p=68596534&postcount=1841

    It would appear from that post that you had already raised a complaint againt EE and EE agreed that the necessary 8 weeks had then passed and invited you to escalate the matter to the ombudsman.

    Presumably, you did not do so. Unfortunately you will now be timed out. Sorry, you are on your own now....

    (Only basis really left open to you to resolve the matter if you cannot do it together is via court - expect any judge's first question to be did you go to the ombudsman, and second question to be if you did, what did the ombudsman propose, and if not, why not )
    Last edited by footyguy; 07-10-2016 at 4:36 PM.
    • pip45
    • By pip45 7th Oct 16, 10:30 PM
    • 1 Posts
    • 0 Thanks
    pip45
    awful company
    I switched to extra energy and really wish I hadn't!! I've had so many problems with them. Their customer service is shocking. I was only with them a short while and went straight back to eon after they told me my monthly direct debit was going to be over £200! And they refused to amend it. I've been back with eon for almost a year and I'm still having problems with extra energy. They took a direct debit out of my account today!!! Avoid at all costs.
    • Ashmaniac
    • By Ashmaniac 10th Oct 16, 10:58 PM
    • 12 Posts
    • 0 Thanks
    Ashmaniac
    Ok now I have another Extra Energy horror story for you. I signed up with them for Dual Fuel for economy 7 in March 2015. I supplied them with 3 readings during my first 12 months, one at the start, one in September and then one in May when my fixed rate had ended, all this was done over the phone. Despite all this I never actually received a bill until May, 14 months after I joined them which stated I owed them just over £200.

    You would have thought they would have adjusted my DD during this period as I was using more energy but no this didn't happen and when I checked the statement I found out why. I noticed that all readings for the first 12 months were down as estimates even though readings had been provided and an actual meter reader came out to check the gas in February, this also wasn't included in the May statement. However what they did do was increase my DD (don't forget this is all based on estimates) to £83.00 from the original amount (also based on estimates) of £59.00

    So in July this year I switched suppliers and provided them with a meter reading to start off with, thankfully this has all gone through fine, however then Extra Energy send my the final bill covering the final 2 months, now stating that I owe them over £700, thankfully after they didn't take anything for 2 months and I thought it was all finished I cancelled the DD, and then they tried to collect 2 days later but failed (I only noticed this had happened a couple of days ago) It seems that once they received the reading from my new supplier they have now stated than in a 2 month period from 10/05/16 to 21/07/16 I used 3304.2kWh (day) and 1072kWh (night) resulting in a total charge of £539.58 (with the £16.40 Standing Charge).

    My start reading I gave to EE was 50777 (Night) 08247 (Day) and this was on 28/03/15. The estimate they have on the first statement with a date of 04/05/15, is 50763 (Night) and 8189 (Day). So it seems my first payment to them was for energy already paid for, and then they produce a low estimate despite accurate readings being provided.

    This is followed on the same line as a present day estimate dated 09/05/16 of 51348 (Night) and 9874 (Day). When I called them on 02/05/16 and gave them readings of 52109 (Night) and 12285 (Day).

    Finally I scrolled down to the bottom of the statement and I find something tucked away there. To add insult to injury, even though the fixed rate had ended in April, there were 2 exit fees totalling £47.62.

    Now they have passed it on to a debt collection company and I have to deal with them too. I will fight this all the way if I have to though.

    This is a shocking way to run any business.

    I have written to the EE complaints department, via e-mail, and I am awaiting a response, although I won't hold my breath after reading this thread. Anyway I will keep you posted on what happens.

    On my personal experience I would advise NOT to use them, especially if you are new to not being on a key meter like me. They will not provide assistance and seem intent on making sure you are in debt by the time you leave them by using inaccurate readings and charging for energy used the previous year. I cannot comment on their complaints handling yet as I have only just e-mail them just over an hour ago but the customer service is terrible with them completely disregarding the readings I gave them.

    In the meantime any help on how to deal with this or where I stand and my rights etc. etc. would be greatly appreciated.
    Last edited by Ashmaniac; 10-10-2016 at 11:06 PM.
    • regis598
    • By regis598 11th Oct 16, 5:08 PM
    • 46 Posts
    • 6 Thanks
    regis598
    You will find that they will deny that a complaint was made. As you have found out they are an incompetent Company. Going back to the above, try and get a reference number for your complaint and keep copies of all communications with them. If they have not responded after 56 days then refer the complaint to Ombudsman Services - Energy. Good luck and don't give up.
    • MABLE
    • By MABLE 11th Oct 16, 8:18 PM
    • 3,062 Posts
    • 1,614 Thanks
    MABLE
    Ok now I have another Extra Energy horror story for you. I signed up with them for Dual Fuel for economy 7 in March 2015. I supplied them with 3 readings during my first 12 months, one at the start, one in September and then one in May when my fixed rate had ended, all this was done over the phone. Despite all this I never actually received a bill until May, 14 months after I joined them which stated I owed them just over £200.

    You would have thought they would have adjusted my DD during this period as I was using more energy but no this didn't happen and when I checked the statement I found out why. I noticed that all readings for the first 12 months were down as estimates even though readings had been provided and an actual meter reader came out to check the gas in February, this also wasn't included in the May statement. However what they did do was increase my DD (don't forget this is all based on estimates) to £83.00 from the original amount (also based on estimates) of £59.00

    So in July this year I switched suppliers and provided them with a meter reading to start off with, thankfully this has all gone through fine, however then Extra Energy send my the final bill covering the final 2 months, now stating that I owe them over £700, thankfully after they didn't take anything for 2 months and I thought it was all finished I cancelled the DD, and then they tried to collect 2 days later but failed (I only noticed this had happened a couple of days ago) It seems that once they received the reading from my new supplier they have now stated than in a 2 month period from 10/05/16 to 21/07/16 I used 3304.2kWh (day) and 1072kWh (night) resulting in a total charge of £539.58 (with the £16.40 Standing Charge).

    My start reading I gave to EE was 50777 (Night) 08247 (Day) and this was on 28/03/15. The estimate they have on the first statement with a date of 04/05/15, is 50763 (Night) and 8189 (Day). So it seems my first payment to them was for energy already paid for, and then they produce a low estimate despite accurate readings being provided.

    This is followed on the same line as a present day estimate dated 09/05/16 of 51348 (Night) and 9874 (Day). When I called them on 02/05/16 and gave them readings of 52109 (Night) and 12285 (Day).

    Finally I scrolled down to the bottom of the statement and I find something tucked away there. To add insult to injury, even though the fixed rate had ended in April, there were 2 exit fees totalling £47.62.

    Now they have passed it on to a debt collection company and I have to deal with them too. I will fight this all the way if I have to though.

    This is a shocking way to run any business.

    I have written to the EE complaints department, via e-mail, and I am awaiting a response, although I won't hold my breath after reading this thread. Anyway I will keep you posted on what happens.

    On my personal experience I would advise NOT to use them, especially if you are new to not being on a key meter like me. They will not provide assistance and seem intent on making sure you are in debt by the time you leave them by using inaccurate readings and charging for energy used the previous year. I cannot comment on their complaints handling yet as I have only just e-mail them just over an hour ago but the customer service is terrible with them completely disregarding the readings I gave them.

    In the meantime any help on how to deal with this or where I stand and my rights etc. etc. would be greatly appreciated.
    Originally posted by Ashmaniac
    I am sorry to hear the problems you have encountered but mine was just as bad. I left in December 2014 and after chasing them for a final bill it eventually arrived in April 2015 with a refund of £90. They then decided the bill was incorrect and I should have not got this credit. So they took the credit back and produced another bill which was wrong. I got the matter sorted only to find in January 2016 they decided I now owed them £143 and produced another final bill. I rang and they apologised and said I owed them nothing.

    Then in about July 2016 another final bill arrived saying I now owed them £89.00. At that point I took the matter up with the Ombudsman at which point EE contacted me and apologised and agreed the balance was zero and gave me compensation.

    I thought oh great end of the matter. But remember its EE we are dealing with here. A few weeks ago I only received an email from their debt collection agency requesting payment of £89.00. Fortunately I had the Supervisors name in the complaints dept of EE and he was just as amazed as I was.

    He managed to get the final bill cancelled again and to get the debt collectors off my back.
    • WhoIsThat
    • By WhoIsThat 11th Oct 16, 9:00 PM
    • 22 Posts
    • 10 Thanks
    WhoIsThat
    You will find that they will deny that a complaint was made. As you have found out they are an incompetent Company. Going back to the above, try and get a reference number for your complaint and keep copies of all communications with them. If they have not responded after 56 days then refer the complaint to Ombudsman Services - Energy. Good luck and don't give up.
    Originally posted by regis598
    There are almost 3000 posts in this thread now, and you appear to be the only person to suggest this.

    Most posts that complain about this company say, or at least imply, that Extra Energy do not deny a complaint is made ... but admittedly they may not do anything about it leaving the customer no choice really than to escalate the matter to the ombudsman when appropriate as you go onto say.

    If the company do deny the complaint was ever made, then unless you have proof to the contrary, don't bother with the ombudsman route, as the supplier will tell them likewise, resulting in the ombudsman service refusing to consider the matter at this time.
    Last edited by WhoIsThat; 11-10-2016 at 9:49 PM.
    • rogcal
    • By rogcal 11th Oct 16, 11:18 PM
    • 188 Posts
    • 109 Thanks
    rogcal
    I thought I'd dip my toe into the the forum after an absence of several months and I can see very little has changed.

    Being one of the first EE customers I experienced a lot of problems back in early 2014 which went on for well over a year and a half but finally all is well and as soon as I submit my meter reading online I get my bill which I immediately pay.

    I suppose being the only "pay on receipt of bill" customer that EE had for over year put me in a unique position and because of that "if it could go wrong it did" but now all is sweet.

    I'd strongly recommend going on the "pay on receipt of bill" payment method if only to remain in charge of how you pay and when you pay.

    It's not rocket science to work out how much you are using each month and put that money to one side and when you submit your quarterly reading and get the bill you've got the money to pay it.

    When you think back to how we used to pay our elec/gas/water bills 25 years ago it was always you pay for what you used every 3 months but then the utilities cottoned on to the fact that with DDs they could take as much as they could from your account each month and make you fight hard to get any over payments back.

    The payment on reciept of bill payment method may be a step back into the stone age as far as bill paying is concerned but it gives you control of your money and they get none of it until the bill for what you've used arrives.

    Hello Mable. Good to see you are still giving a helping hand on here.
    • regis598
    • By regis598 12th Oct 16, 8:02 AM
    • 46 Posts
    • 6 Thanks
    regis598
    My post is based on the following, 5/6/2015 I lodged a complaint with EE. I received an email and phone call confirming the complaint had been made.
    3/8/2015 I referred the complaint to OS-E due to lack of response from EE. In September 2015 I phoned EE and due to their reply I requested lodging a further complaint, a week later when I phoned they denied that I had even telephoned them the previous week.
    Fast forward to 15/12/2015 I telephoned again and asked where my refund was as I had ceased to be their customer in mid-August. Their adviser made arrangements to sort it out and when questioned informed me that according to their records I had never made a complaint at any time. I then informed him that I wanted to make a complaint and he asked how it was to be dealt with and I requested by Royal Mail, once again it didn't happen.
    I finally received my refund on 4/1/2016, 132 days after they stopped supplying me.
    • Ashmaniac
    • By Ashmaniac 12th Oct 16, 7:00 PM
    • 12 Posts
    • 0 Thanks
    Ashmaniac
    If the company do deny the complaint was ever made, then unless you have proof to the contrary, don't bother with the ombudsman route, as the supplier will tell them likewise, resulting in the ombudsman service refusing to consider the matter at this time.
    Originally posted by WhoIsThat
    I have sent a copy of the complaint e-mail I sent to them to another e-mail address for safe keeping and forwarded the auto-reply I received from them to the same e-mail address, so I at least have proof they have received it. Still awaiting a response though.
    • bondy01
    • By bondy01 12th Oct 16, 7:23 PM
    • 388 Posts
    • 114 Thanks
    bondy01
    I suppose being the only "pay on receipt of bill" customer that EE had for over year put me in a unique position and because of that "if it could go wrong it did" but now all is sweet.

    I'd strongly recommend going on the "pay on receipt of bill" payment method if only to remain in charge of how you pay and when you pay.


    Originally posted by rogcal
    What are you paying for the standing charge? I'm thinking of doing this to try and claw back the £350 that as of today I am credit with when my fix ends in a couple of months. It appears that they are incapable of refunding credit in a reasonable period when I leave looking at this thread. When I compare Fresh fixed Dec 2016 (which I am on) to the payg Variable price V1 it seems to be over £1 per day extra purely for the standing charge.
    • applicationcen
    • By applicationcen 21st Oct 16, 8:53 AM
    • 48 Posts
    • 6 Thanks
    applicationcen
    I had the Energy Ombudsman find in my favour on multiple issues caused by EE in their attempt to illegally with hold transfer to BG and then raid my account for as much cash as they could plunder before the transfer date:-

    From the Ombudsman
    Issue a letter of apology for the poor service; 0.00 09/09/2016

    Re-bill the out of contract rates applied to your account from February 2016 to change of supplies date using the tariffs of 18p per day standing charge per fuel and 9.6p pkwh electricity and 2.82p pkwh gas (or apply an equivalent credit) 09/09/2016
    Confirm in writing that any adverse information provided to credit reference agencies since February 2016 has been removed; and 0.00 09/09/2016
    Issue a goodwill payment of £100.

    So far they have done nothing - simply gone silent
    EE have broken statue law by withholding transfer by falsely claiming I owed them money when in actual fact I was in credit.
    I gave them multiple and timely actual readings, especially in relation to a changeover date in February 2016. They ignored the actuals and sent out their own wildly over estimated final bills. One account in excess by £450 and the other account in excess by £150. They locked the self-meter reading facility so that I could not correct it. By doing this they are breaking statute laws. If we broke these laws they could put us in front of a magistrate and we would be sentenced to a criminal record.
    They have ignored their own notice period and did not provide the facility to comply with their own requirements to provide notice - what I mean by this is their email address contractrenewals@extraenergy.com was not set up for use until mid-January 2016 - but I had to issue notice in November 2015!!

    As you can see by those dates the Ombudsman found against them in September and they have done !!!!!! all to correct the situation.

    Do's and Dont's


    Do communicate by email, if their email is not working call and complain or insist on corrections verbally. Do ask for the email of the customer service person and DUPLICATE the emails to a real person. Take pictures! What I mean is take pictures of your meter(s) because a smart phone will automatically capture the time and date forensically for use as evidence when they lie about you. DO use your 'Print Screen' to capture if they lock you out of the self-meter reading page on their website. Do bone up on your rights even if you are a microbusiness customer. Do repeat any major steps like the termination in writing via the registered post


    Do go to the Ombudsman


    Dont's


    Don’t delete emails to or from them. Don’t pay out on estimated bills that are too high. Don’t trust them. It makes gathering evidence much easier


    EE are a nightmare, they arrogantly break the law - DO NOT TRUST THEM. DO NOT BUY FROM THEM.
    Last edited by applicationcen; 21-10-2016 at 8:58 AM.
    • lisa110rry
    • By lisa110rry 21st Oct 16, 1:45 PM
    • 1,613 Posts
    • 2,873 Thanks
    lisa110rry
    I haven't been with this company since around September 2015, but I see they are still incompetent.

    Applicationcen, what do you intend to do now that they have failed to comply with the findings of the Ombudsman?
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    ― Julian of Norwich
    In other words, Don't Panic!
    • applicationcen
    • By applicationcen 21st Oct 16, 1:53 PM
    • 48 Posts
    • 6 Thanks
    applicationcen
    I want them challenged with the sanctions appropriate to the crime of breaking statute. I want Ofgem to fine them.
    • lisa110rry
    • By lisa110rry 21st Oct 16, 2:16 PM
    • 1,613 Posts
    • 2,873 Thanks
    lisa110rry
    Good call, keep us posted?
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    ― Julian of Norwich
    In other words, Don't Panic!
    • Katang
    • By Katang 27th Oct 16, 3:40 PM
    • 11 Posts
    • 20 Thanks
    Katang
    I am also in a similar situation to applicationcen. I have also been to the ombudsman and won my case in July, however EE have failed to comply with the actions put on them by the ombudsman. So I have had no apology, or compensation, and no refund - my EE account has over £3000 sitting in it.
    Ofgem really needs to take action.

    I am sure this is whole EE is going to escalate!!
    • Flashgordon
    • By Flashgordon 28th Oct 16, 1:10 PM
    • 9 Posts
    • 0 Thanks
    Flashgordon
    The Ombudsman also found for me at the beginning of July in respect of a complaint made to EE in February seeking the application of the Back Billing Code to a Final Account submitted 11 months and 15 days after the supply was transferred.

    EE have paid me a third of the money I calculate they owe but no Goodwill Gesture. They have promised the Ombudsman a copy of their calculations to justify charging me nearly £600 for 13 days energy usage but unsurprisingly this has not been forthcoming.

    This company failed to invest in software able to properly maintain customer accounts either in-house or online and, although now employing additional call centre staff to log problems, has totally inadequate numbers of trained personnel with the authority to resolve customer complaints.

    I am now with the MSE's Cheap Energy Club, am paying over £40 a month less than when with EE and will soon receive my 4th £30 switch payback going between Sainsburys Energy (actually BG) and British Gas.

    The Ombudsman must eventually impose the necessary sanctions to stop this company transgressing regulations and stealing customer's money but it is up to us to give them the evidence and never give up.
    • MrAnalogy
    • By MrAnalogy 28th Oct 16, 8:08 PM
    • 77 Posts
    • 12 Thanks
    MrAnalogy
    Still on the path...
    I formally complained to them by email after the "final" bill they sent on the day of supplier change was no such thing.


    I complained swiftly as it was obvious that it was going to end up with the Ombudsman anyway!


    Three weeks later, after my (several) formal complaints (which only ever received an auto response) started, they have emailed me to say that they have now registered a formal complaint from me, and that a team will now start to look into it?


    I am presuming this is their usual shifty practice - but from a legal point of view on what date does my complaint start (for the 8-week countdown) - when I notified them of it, or when they finally got round to doing something about it please?


    Fortunately I have a fair level credit balance with them, so they are holding very little, if any, of my money hostage, but I just want to get shot of dealing with them


    Good Luck to all of us in this fight - it seems unbelievable that they can flout the laws of the land with such impunity!
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