Add your feedback on energy supplier Extra Energy

violetta

edward123 wrote: »

I notice the facility to amend one's DD amount now is up and running. For my own amusement I used it and placed in a slightly lower amount. Told I could only put in a higher one.

Oh no, I am very, very disappointed to hear that. I was hoping to gain control of my overinflated direct debit amount by this means once it was up and running, removing the need to phone up, wait ages and ages, and then maybe get the chance eventually to explain the complicated reason why my direct debit has been adjusted to too high an amount.

How can it possibly be termed 'manage my direct debit' when it can only be altered in one direction?

Maxwell007

Your new preferred Direct Debit payment must be higher than your current amount.

If you believe you are going to have difficulties making a payment, please call our customer services team for advice.

:mad:

Grandpadragon

They wouldn't move me to current cheapest deal without charging me the exit fees. When I said that's stupid you're going to lose me. He replied "I agree think how I feel having to tell people this"

bigtallbloke

Signed up for Extra Energy is Oct 2014. Very little info sent by them.
Since then, prices have dropped but my tariff remains the same, the charge £25 per fuel to change tariff !
Their customer service appears to be only reachable by email, from their very difficult to use site. Responses come at around 10 -12 days, which is not acceptable.
They only produce billing every 6 months, so at this stage, over 4 months along, I have no idea how much is owed against my direct debits, even though they sent a chap round to read the meter.
Not happy at all.

sam1974_2

I switched from SSE Atlantic to EE last month and the posts on this forum amaze me.

Am i missing something - I dont understand everyones desperate desire to have a monthly bill ??

I completely understand people being angry they are waiting for refunds but apart from that I dont see what the problem is.

SSE Atlantic only issue bills every 6 months and ive been with them for years - it seriously is not a problem ! You know how much you should be paying a month so as long as your direct debits are about that, then there shouldn't be a problem.

Worse case, EE might put your direct debit up a little in the future but hey, thats no different from any other company !

I swopped because my electric usage is 16000 units a year (several teenagers in the house!) and i was paying over £200 a month direct debit (no arrears) as was on 12p a unit. I am now on 8p a unit and direct debit is set at £123 a month.

I think if i need to see that in writing once a month, then i seriously need to get out more :rotfl:

Biggles

sam1974 wrote: »

Am i missing something - I dont understand everyones desperate desire to have a monthly bill ??

You and me both. I'm paying (much) less than with nPower, I know how much energy I'm using and what it costs and I don't need a bill to tell me.

Their website is obviously still a 'work in progress' (to be kind!) but apart from that I'm perfectly happy with them.

MABLE

sam1974 wrote: »

I switched from SSE Atlantic to EE last month and the posts on this forum amaze me.

Am i missing something - I dont understand everyones desperate desire to have a monthly bill ??

I completely understand people being angry they are waiting for refunds but apart from that I dont see what the problem is.

SSE Atlantic only issue bills every 6 months and ive been with them for years - it seriously is not a problem ! You know how much you should be paying a month so as long as your direct debits are about that, then there shouldn't be a problem.

Worse case, EE might put your direct debit up a little in the future but hey, thats no different from any other company !

I swopped because my electric usage is 16000 units a year (several teenagers in the house!) and i was paying over £200 a month direct debit (no arrears) as was on 12p a unit. I am now on 8p a unit and direct debit is set at £123 a month.

I think if i need to see that in writing once a month, then i seriously need to get out more :rotfl:

Me personally I can easily work out my bills to the point of sending EE my final bill as they have so far been incapable of producing a correct final bill yet.

I think the problem has been with EE they promised so much regarding their online facilities and I for one thought great this is a company I wanted to be with but for me it was like going back in time.

However they are making excellent progress with their website and no doubt in time you will be able to get a virtual bill.

l left purely on price.

Onbudsman

sam1974 wrote: »

Am i missing something - I dont understand everyones desperate desire to have a monthly bill ??

I completely understand people being angry they are waiting for refunds but apart from that I dont see what the problem is.

I swopped because my electric usage is 16000 units a year (several teenagers in the house!) and i was paying over £200 a month direct debit (no arrears) as was on 12p a unit. I am now on 8p a unit and direct debit is set at £123 a month.

I think if i need to see that in writing once a month, then i seriously need to get out more :rotfl:

I would have liked to see what my usage was like over the winter period as I was used to this via M&S energy. I had a new boiler, new flooring and increased insulation so my usage was going to differ to previous years. Im currently on 6 months and dont have a bill so im left to work it out myself, not a problem as im fully capable of adding a couple of numbers together. The question I would ask, why should we have to work it out ourselves when we are clearly paying for a service. If you are ok in accepting a poor service then so be it, however many others do expect more.

Can I ask what tariff you are on and your region in order to get your electricity for 8p a unit as that is very cheap indeed. I cant recall ever getting a unit for that price!

Ronceraie

My change to Extra Energy apparently took place a week ago. In the meantime, I have contacted the company FOUR TIMES without a single appropriate response! On the occasion I spoke to a real human being, he advised me that the company was 10 days behind in responding to customers. Based on my experience to date, he was seriously minimising the problem!


One telephone call and two emails were in an attempt to provide my final meter reading. Despite this, I have just received an email advising me that, "as I have not provided a final meter reading (!!)", the company will use its own estimate.


So, already, the company could be costing me money - and I can't do a thing about it!


What worries me more is what do I do if something more serious happens? Clearly, I won't be able to contact Extra Energy - I will clearly be on my own!


There is no doubt that the prices are good for a large electricity user, but, frankly, is the frustration really worth it?!

chas1999

Onbudsman wrote: »

Can I ask what tariff you are on and your region in order to get your electricity for 8p a unit as that is very cheap indeed. I cant recall ever getting a unit for that price!

EE's cheapest current electric-only tariff for NWEngland is 9.96p per unit VAT included with £210 p.a standing charge. 16000kwh costs about £1800 with a DD of £150pm

So still a considerable saving but I don't envy that electric usage. Must be no gas.

Their best DF Electric is 11.2p with standing charge £75 p.a (there's another £75 for the gas).

BTW the cost comparison and quote is something that is working on their website though I think they are using a comparison site's software. An interesting statement with the quote

"extraenergy aims to give customers the best energy prices in the market, while also delivering high levels of Customer Service. extraenergy do this by combining their wealth of industry experience with advanced technological systems. This means they can aim to deliver maximum efficiency at minimum cost."