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    • I-LOV-MONEY
    • By I-LOV-MONEY 9th Feb 17, 10:59 AM
    • 968 Posts
    • 552 Thanks
    I-LOV-MONEY
    If you have a look at the private parking forums, you will see that the debt collectors cannot do anything unless they have a court order. Just file their threatening letters in a circular filing bin !!!
    I thank you for reading this message. Maybe you will thank me for posting it!
    • Sandybanks
    • By Sandybanks 9th Feb 17, 1:50 PM
    • 53 Posts
    • 8 Thanks
    Sandybanks
    Any still chasing!!
    Its been 2 weeks since EE agreed that I don't owe them anything. Yet still receiving emails and texts from the debit collection company despite me sending a copy of the EE statement that shows the account in credit!

    I understand the utility companies have been quick to mark your credit file with a black mark for non payment. They dont need a court order for that do they?
    • I-LOV-MONEY
    • By I-LOV-MONEY 9th Feb 17, 2:37 PM
    • 968 Posts
    • 552 Thanks
    I-LOV-MONEY
    If they agree that you owe them nothing, how can they 'black mark' your credit file? Contact Experian about a right to retribution. Also surely if they are doing that you could possibly sue them for deformation of character? (I am not a lawyer though!).

    Ignore any letters from the debt collectors. There is no debt for them to collect, and it would be the company (EE) that would take it to court if they thought you still owed them money. Debt collectors won't get paid unless they get some money, that is why they try and pursue you, hoping you will give in !
    I thank you for reading this message. Maybe you will thank me for posting it!
    • footyguy
    • By footyguy 15th Feb 17, 5:04 PM
    • 3,383 Posts
    • 1,331 Thanks
    footyguy
    ...
    After more discussion, they asked if £25 goodwill gesture would allow them to clsoe the complaint.

    I suggested probably not. They then said well £30 is the most we can offer anyone, and that they are sure the ombudsman service will not award any more. They claim the ombudsman has never told them to offer anyone more than £30...
    Originally posted by footyguy
    So I've now had an email from them saying we have bunged you £50 and closed your complaint against us.

    I wonder what the ombudsman will say about that as a system for handling complaints?

    Edit: And now I have phone message left from them asking me to contact them urgently about the complaint I raised ...
    Originally posted by footyguy
    I now have a final resolution by the ombudsman service.

    The ombudsman concluded that maladministration by Extra Energy led to a significant shortfall in customer service and a resultant unacceptable handling of my complaint. The ombudsman found that this maladministration caused undue delays in Extra Energy resolving my complaint, and even on occasions giving me incorrect and/or inappropraite responses.

    The ombudsman felt, in the circumstances that Extra Energy should pay me a total of £100 goodwill gesture due to their failings (so don't accept any bull from Extra Energy that "the ombudsman has never told them to offer anyone more than £30")

    Extra Energy were also ordered to issue me with an apology in writing for the shortfalls in customer service.

    Extra Energy have sent me that apology by email
    This, they say, was something they wanted to do because after looking at my case again they agree that their service had fallen short.

    (Shame it needed the boot of the ombudsman service up their derriere to make them realise that )
    • lisa110rry
    • By lisa110rry 16th Feb 17, 11:16 AM
    • 1,708 Posts
    • 3,016 Thanks
    lisa110rry
    Hurrah footyguy! Despite the fact that I left Extra Energy a year and five months ago, I still read this thread because I truly cannot understand how this company is still going. They are a complete shower!
    “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!
    • bettyboo71
    • By bettyboo71 28th Feb 17, 7:43 PM
    • 247 Posts
    • 364 Thanks
    bettyboo71
    Very dodgy practice
    We moved 17 months ago. ExtraEnergy were the suppliers for the previous tenants, but I had already seen enough negative news about them to know that we were changing suppliers straight away. The changeover went smoothly and I forgot about EE

    Today they sent me a letter, with my name on it, welcoming me to my new home, and stating that they are the suppliers for this property and have set up an account for me. It states that 'if we do not hear from you within the next 30 days, we'll assume that all of the information we hold is correct and our bills will reflect this'.

    So I phoned the number on the letter. The first person I spoke to informed me that 'as the account is in the name of 'the occupier', and you are not the named customer, I cannot discuss the account with you, but I can take a payment'. I asked to be put through to someone who could discuss the account with me, but instead he just put me back into the queue, so the next person I spoke to was in exactly the same position. He did confirm the correct date for when they ceased to be suppliers for this address - but he stated that my name is not on the account, which is funny, as I was the customer on the account when it was closed. He also tried to reassure me that, as they have no payment details for me, no money would be taken. I think they possibly did have bank details for me previously, so am not convinced by this either.
    Again, because I am not the named customer, and therefore could not go through their data protection checks, I could not be transferred to their complaints team or to a manager or supervisor. At this point, I informed him that details of their letter and our conversation would be posted on social media, etc and he tried to pass me to a supervisor, but they refused to take the call. He gave me an email address, which is just feedback at... and we ended the call, because I know it isn't his fault, and there is clearly nothing more that he can do.

    I have contacted our current suppliers, who confirmed that here has so far been no attempt made to transfer our supply. He put a note on the file to say there is the possibility of an erroneous transfer, which should hopefully help if EE try to transfer it.

    I emailed EE (although the comments on here haven't filled me with much confidence), making it clear that I do not wish to transfer and that I will cause a lot of fuss if they try to transfer me. I also cc'd in ofgem. I know they are unlikely to do anything t this stage, but felt they should be aware that EE are doing things like this.

    I'm not really looking for any particular help at this stage, as I am confident that I can deal with whatever they try to do. However, if there is anything that I haven't mentioned that anyone thinks I could or should do, suggestions are welcome. I will update as necessary.
    • footyguy
    • By footyguy 1st Mar 17, 11:41 AM
    • 3,383 Posts
    • 1,331 Thanks
    footyguy
    We moved 17 months ago. ExtraEnergy were the suppliers for the previous tenants, but I had already seen enough negative news about them to know that we were changing suppliers straight away. The changeover went smoothly and I forgot about EE

    Today they sent me a letter, with my name on it, welcoming me to my new home, and stating that they are the suppliers for this property and have set up an account for me. It states that 'if we do not hear from you within the next 30 days, we'll assume that all of the information we hold is correct and our bills will reflect this'.

    So I phoned the number on the letter. The first person I spoke to informed me that 'as the account is in the name of 'the occupier', and you are not the named customer, I cannot discuss the account with you, but I can take a payment'. I asked to be put through to someone who could discuss the account with me, but instead he just put me back into the queue, so the next person I spoke to was in exactly the same position. He did confirm the correct date for when they ceased to be suppliers for this address - but he stated that my name is not on the account, which is funny, as I was the customer on the account when it was closed. He also tried to reassure me that, as they have no payment details for me, no money would be taken. I think they possibly did have bank details for me previously, so am not convinced by this either.
    Again, because I am not the named customer, and therefore could not go through their data protection checks, I could not be transferred to their complaints team or to a manager or supervisor. At this point, I informed him that details of their letter and our conversation would be posted on social media, etc and he tried to pass me to a supervisor, but they refused to take the call. He gave me an email address, which is just feedback at... and we ended the call, because I know it isn't his fault, and there is clearly nothing more that he can do.

    I have contacted our current suppliers, who confirmed that here has so far been no attempt made to transfer our supply. He put a note on the file to say there is the possibility of an erroneous transfer, which should hopefully help if EE try to transfer it.

    I emailed EE (although the comments on here haven't filled me with much confidence), making it clear that I do not wish to transfer and that I will cause a lot of fuss if they try to transfer me. I also cc'd in ofgem. I know they are unlikely to do anything t this stage, but felt they should be aware that EE are doing things like this.

    I'm not really looking for any particular help at this stage, as I am confident that I can deal with whatever they try to do. However, if there is anything that I haven't mentioned that anyone thinks I could or should do, suggestions are welcome. I will update as necessary.
    Originally posted by bettyboo71
    When you moved to this new home, did you contact Extra Energy who you admit were the suppliers to set up an account with them? Did you do this before you attempted to switch supplier? Did you then receive a final bill from Extra Energy after the switch occured? Did you settle it?

    If not, I wouldn't be quite so confident as you are that you are able to deal with this...

    Whilst I'm no great fan of this supplier, I suspect it is not Extra Energy who is in the wrong on this occassion, sorry.
    • bettyboo71
    • By bettyboo71 1st Mar 17, 12:46 PM
    • 247 Posts
    • 364 Thanks
    bettyboo71
    Yes I contacted them, we never set up an account with them because the change of supplier was arranged before we moved in, yes we had a final bill, yes it has been settled. What is it that you think I've done wrong?
    • footyguy
    • By footyguy 1st Mar 17, 12:57 PM
    • 3,383 Posts
    • 1,331 Thanks
    footyguy
    Yes I contacted them, we never set up an account with them because the change of supplier was arranged before we moved in, yes we had a final bill, yes it has been settled. What is it that you think I've done wrong?
    Originally posted by bettyboo71
    Well, it seems you took over responsibility and payment of bills before you became responsible for the property.
    The previous tenant (or landlord if it was unoccupied) should be so pleased with your generosity.

    However, taking over responsibilty and payment for the bills of a property when you should not be responsible for them can cause issues ...

    But then you say you never set up an account ... but did get a final bill. How???
    Also, you cannot switch supplier unlesss you have a supplier.


    In regards the latest switch of supplier notified to you today check the meter/MPRN numbers etc are the same that EE have told you compared to what you are currently paying your existing supplier.
    If EE say they have taken over the supply, and the current supplier say they are still supplying (with no notification of an attempted switch) then something is a bit odd - sounds like one of the accounts does not relate to your address ... lets hope for your sake it is the EE one that has the incorrect address.
    Last edited by footyguy; 01-03-2017 at 1:07 PM.
    • bettyboo71
    • By bettyboo71 1st Mar 17, 1:08 PM
    • 247 Posts
    • 364 Thanks
    bettyboo71
    No. We took over the supply from the date that we started our tenancy. The changeover completed 15 days after we moved in, and that was the period that we paid for.

    Perhaps I need to clarify things that I said in my initial post. EE have sent a letter addressed to me stating that they are setting up a new account in 30 days. Their staff confirm that they do not currently supply the property, the date that they stopped supplying it is the same as the final date of the bill we paid, and they state that my name is not linked to the account on their system. So this is not about any error or problem with the termination of any previous account when we moved in.

    It is fairly common for someone to initiate a change of supplier for utilities prior to moving in to a property. Having previously worked as a customer service adviser for one of the big six, I am quite familiar with the process.

    You do seem to be making a lot of assumptions about things that I might have done. If something is not clear from what I have said, please ask, but do not assume.
    • footyguy
    • By footyguy 1st Mar 17, 1:20 PM
    • 3,383 Posts
    • 1,331 Thanks
    footyguy
    ...
    It is fairly common for someone to initiate a change of supplier for utilities prior to moving in to a property. Having previously worked as a customer service adviser for one of the big six, I am quite familiar with the process. ...
    Originally posted by bettyboo71
    If you worked as a customer service adviser for an energy supplier, why were you knowingly letting people do this???

    It really is not as common as you make out. Only the un-informed would attempt to do so. So may issues can arise ... as you now seem to be experiencing.

    But you seem to think you can handle it, so I'll leave it at that and wish you the the best. Good luck!
    • bettyboo71
    • By bettyboo71 1st Mar 17, 1:32 PM
    • 247 Posts
    • 364 Thanks
    bettyboo71
    It is a fairly standard practice. Before moving into a new house, one contacts suppliers of gas, electricity, phone/broadband, and maybe water in England (?). It is how to ensure that there is an active supply in the property when you move in. You can't take over a supply before you move in, but you are initiating the process.
    For the final time, this clearly has nothing to do with the process when we moved here 17 months ago.
    • bettyboo71
    • By bettyboo71 1st Mar 17, 1:39 PM
    • 247 Posts
    • 364 Thanks
    bettyboo71
    With regards to your heavily edited post, the finnal bill was addressed to the occupier.

    I had a supplier at my previous address, and moved my account with that supplier to my new address. So I did have a supplier.
    • Hengus
    • By Hengus 1st Mar 17, 2:08 PM
    • 3,855 Posts
    • 2,140 Thanks
    Hengus
    It is a fairly standard practice. Before moving into a new house, one contacts suppliers of gas, electricity, phone/broadband, and maybe water in England (?). It is how to ensure that there is an active supply in the property when you move in. You can't take over a supply before you move in, but you are initiating the process.
    For the final time, this clearly has nothing to do with the process when we moved here 17 months ago.
    Originally posted by bettyboo71
    You might wish to Google 'Deemed Contracts'. There are no deemed contracts for broadband or for the telephone, and water is supplied only by one supplier. If you arrange an energy transfer before you move in and it is actioned, then when the losing supplier finds out it has the right to invoke The Erroneous Transfer Code which can result in a large and unexpected bill.

    Deemed Contracts for domestic energy supply have been in place since 1989, and exist to ensure that there is no loss of energy supply when a property changes hands. I would hope that this important section of all Energy Supply Licences is covered in CS training.

    Setting up a new energy contract before moving in is at the root of many of the issues raised on this forum.
    • bettyboo71
    • By bettyboo71 1st Mar 17, 2:36 PM
    • 247 Posts
    • 364 Thanks
    bettyboo71


    Setting up a new energy contract before moving in is at the root of many of the issues raised on this forum.
    Originally posted by Hengus
    Given all of the information which I have provided regarding my current situation, what is it that makes you think this relates to the transfer of our account 17 months ago?
    • LyndaS
    • By LyndaS 5th Mar 17, 6:41 PM
    • 14 Posts
    • 10 Thanks
    LyndaS
    Having previously worked as a customer service adviser for one of the big six,
    Originally posted by bettyboo71
    Shocking!
    (if true )
    • SheepLady
    • By SheepLady 15th Mar 17, 3:06 PM
    • 29 Posts
    • 5 Thanks
    SheepLady
    Statement
    I've today (15/3/17) received my statement for 1/1/17 to 1/2/17. On my homepage, I am said to be be getting a standing charge of 57.54p including VAT per day but the statement is charging me 68.499p excluding VAT!
    I have received no notification of the increase. I understand I should get 49 days notice of any increase. In that case, should I take this statement as notification of this increase?
    What can I do please?
    Thanks

    I need to add.... that moneysavingexpert's Energy Club also shows 57.54p at the moment and also states this amount includes VAT. Having looked again at my invoices - they have added VAT onto this amount!!!
    Last edited by SheepLady; 15-03-2017 at 4:05 PM. Reason: extra info
    • bondy01
    • By bondy01 15th Mar 17, 4:47 PM
    • 391 Posts
    • 114 Thanks
    bondy01
    Sheeplady - I have also received an email from them today about a statement but the website is down so I can't check at the moment if they have done the same with me. Are your unit prices what you think they are?
    I let mine mine roll over onto V1 to reduce my £250 credit at the new year as they reduced my dd to a small amount and the extra sc negated signing up to another year with the exit charges for a couple of months. Looking like I'm going back to EDF very soon as I calculate my credit to be less than £40 at the moment. There is no way I would leave this company with them owing me a 3 figure sum.

    edit: website up now and they haven't done the same with me on the sc's. It is a 3 monthly bill up to early feb with some estimated meter readings. I will have to pour over it with a fine toothcomb but it is a matter of days before I switch. The dd has been upped to a more sensible level I see.
    Last edited by bondy01; 15-03-2017 at 5:14 PM.
    • molerat
    • By molerat 15th Mar 17, 7:34 PM
    • 16,604 Posts
    • 10,825 Thanks
    molerat
    My daughter has just received a bill. Last bill 4 Jan, this bill received today for January use. It notifies her of her new DD amount ........ the same as they increased it to on the last bill. All figures correct though.
    www.helpforheroes.org.uk/donations.html
    • kerri gt
    • By kerri gt 29th Mar 17, 2:24 PM
    • 6,577 Posts
    • 46,612 Thanks
    kerri gt
    Finally received my final bill from when we moved supplier in May 2016. All I can say is 'couldn't organise a p*ss up in a brewery'
    Feb 2015 NSD Challenge 8/12
    JAN NSD 11/16


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