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    • neveragainofwilts
    • By neveragainofwilts 11th Sep 17, 11:14 AM
    • 3 Posts
    • 1 Thanks
    neveragainofwilts
    Also Daily telegraph article of 22 July 2017 ("Jessica" where a couple were hounded for £83.52 in the same manner - it seems not even bad publicity wakes up these dodo's - and we know what happened to that species!
    • Feeder16
    • By Feeder16 16th Oct 17, 9:32 AM
    • 15 Posts
    • 2 Thanks
    Feeder16
    Joke of a Company
    I'm having major problems with this company at the moment.

    The house we have just moved into had them as the existing supplier. Firstly they would not speak to me for data protection reasons, despite only having my partners name as 'data' which was noted by the existing owner of the house. I asked them how they can be protecting my data, if they held no data for me.

    Now I am going round the house trying to close my account, I have switched to EDF who have accepted my opening readings, despite also providing Extra Energy the same readings as closing ones, they have issued a final bill based on estimates( I owe more for gas, but significantly less for electric); they have also said an engineer was sent out to check the readings but was unable to get to the meters (both meters are located external next to the front door). I am now 10 working days gone and they are not replying to my emails.

    What should my next step be?
    • applicationcen
    • By applicationcen 19th Oct 17, 2:00 PM
    • 81 Posts
    • 10 Thanks
    applicationcen
    I'm having major problems with this company at the moment.

    The house we have just moved into had them as the existing supplier. Firstly they would not speak to me for data protection reasons, despite only having my partners name as 'data' which was noted by the existing owner of the house. I asked them how they can be protecting my data, if they held no data for me.

    Now I am going round the house trying to close my account, I have switched to EDF who have accepted my opening readings, despite also providing Extra Energy the same readings as closing ones, they have issued a final bill based on estimates( I owe more for gas, but significantly less for electric); they have also said an engineer was sent out to check the readings but was unable to get to the meters (both meters are located external next to the front door). I am now 10 working days gone and they are not replying to my emails.

    What should my next step be?
    Originally posted by Feeder16
    EE are not to be trusted.
    Step 1 - use EE’s email address to make an official complaint detailing all your issues. I would also print your complaint out AND use a recorded delivery letter to ensure you have proof of the date that you made the complaint.

    Phone: 0800 953 4774 (Mon-Fri: 8am - 8pm and Sat: 9am – 5pm)
    Email: customercare@extraenergy.com
    Post: Extra Energy Supply Ltd, PO Box 10243, Ashby de la Zouch, LE65 9ED

    Step 2 - if you are certain that they are incorrectly charging you should consider removing any Direct Debit. Don't let them take any money until you are certain the bill is correctly calculated and proof of the calculations is in a simple understandable format. There is nothing illegal about stopping a direct Debit especially with the amount of evidence against EE abusing customers through unprofessional billing tricks. Tabulate the actual readings and offer to pay them the outstanding amount by cheque on condition that the payment is in full and final settlement. If they do not agree in writing that you have made a payment in final settlement, then don't trust them.

    Step 3 - use the instructions on the Energy Ombudsman to lodge a complaint if EE do not rectify or respond within the statutory time limits.

    https://www.ombudsman-services.org/sectors/energy/complain-now?gclid=EAIaIQobChMI66fj1tv81gIVBxIbCh08PgKTEAAY ASAAEgJrQvD_BwE

    This Ofgem investigation is currently reviewing the very worst type of complaints possible in the spectrum of bad things that energy companies are capable of – short of physically damaging their customers.

    https://www.ofgem.gov.uk/publications-and-updates/ofgem-opens-investigation-extra-energys-customer-service-and-billing-processes
    Last edited by applicationcen; 19-10-2017 at 2:04 PM.
    • footyguy
    • By footyguy 19th Oct 17, 2:26 PM
    • 3,823 Posts
    • 1,518 Thanks
    footyguy
    I'm having major problems with this company at the moment.

    The house we have just moved into had them as the existing supplier. Firstly they would not speak to me for data protection reasons, despite only having my partners name as 'data' which was noted by the existing owner of the house. I asked them how they can be protecting my data, if they held no data for me.

    Now I am going round the house trying to close my account, I have switched to EDF who have accepted my opening readings, despite also providing Extra Energy the same readings as closing ones, they have issued a final bill based on estimates( I owe more for gas, but significantly less for electric); they have also said an engineer was sent out to check the readings but was unable to get to the meters (both meters are located external next to the front door). I am now 10 working days gone and they are not replying to my emails.

    What should my next step be?
    Originally posted by Feeder16
    You won't be able to switch supplier until you are registered with the existing supplier.

    Contact the supplier and explain you have just moved in and wish to create an account - the supplier knows there has been a change of ownership as the last customer has done the right thing and advised the supplier he has moved out

    (You might want to check with your partner that she hasn't already done this )

    Theres some video information on their front page for people moving in

    Also there is some info in their FAQ's - check it out
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