Add your feedback on energy supplier Extra Energy

carh

I have given up the idea of the smaller companies though Ovo which is now bigger, seemed ok but I had to chase them over a promised Gas inspection. I have ended up switching to Eon now through a government IChoosir scheme but it is pending so no idea what I am in for!

SHEDRULE83

Do not join this company for any reason.
1.Website did not work until tale end of last year therefore making it impossible to check on my account details.
2. Direct Debit system did not work for July 2014 & November 2014 payments meaning I had to call them to say the payment had not been taken as they did not even notice
3. After numerous months & internal account email I have not had my bill sent through yet even though I have given them numerous meter readings
4. No one calls me back after saying they would
5. They say they are an online energy company that will save money but their online system does not work?

I am really disappointed in how this company have handled my account from day one and feel that they have mis-sold me on joining by the false information on their initial joining pack when I joined on 21st May 2014.

Biggles

Onbudsman wrote: »

True, but it can cost you £25 per utility to leave.

But that's obviously not a problem for fussypensioner, as s/he was suggesting changing to a more expensive supplier anyway, purely to get away from EE.

fussypensioner

Switching away from Extra energy would mean £50 penalty for dual fuel, obviously I would not switch to a more expensive supplier, especially as I am a Pensioner!!

phoenix_w

chas1999 wrote: »

(I've now been waiting 81 days and still no final bill and refund. I repeat my advice not to get into credit with this company. Get out before you do.)

I'm in the same position. Paid for a whole summer's energy and moved house - told EE immediately, still not received a sausage from them.

Getting really worried about my money held in their trust. Given that no-one has received a bill and they broke their promise to me that everything would be settled in "a couple of months" once my complaint was added to the spreadsheet I have a vague suspicion they will fold before they ever settle up and I'll end up getting none of my money back

Has completely put me off jumping to an energy startup again - at the new house we've inherited one of the Big Six, and the ability to enter your readings and immediately see exactly how much you are in credit/debit feels like a revelation compared to EE.

bondy01

phoenix_w wrote: »

. Given that no-one has received a bill .

I got one after exactly 6 months and they lowered my gas dd by 50%. I'm sure I'm not the only one to receive a bill.

edit: that is not correct. I got one after 9 months and it was for exactly 6 months as I had sent a reading in after 6 months. Sorry.

lisa110rry

Right, I have previously added to this thread, but it was some time ago.

Until April 2014, we were with Scottish Power, we were on what's known as a "social tariff" as my husband has a severe heart complaint which causes him to be constantly cold. When the goverment launched its energy grant for those on "certain benefits" (Disability Living Allowance not being one of them), we lost the social tariff. Up to that point we were paying £115 per month.

I switched from Scottish Power in April, or at least started in April, my last dd to SP was on April Fool's Day. I was initially quoted dd payments of £126 (dual fuel) but in fact the dd was set up for £129 and the first payment was made 02 June, so I reckoned the increase was to take into account the missed month, fine.


In November I was advised that my dd would be put up to £195. I telephoned and discussed my monthly spreadsheet but the person I spoke with said the least I could pay was £160. I said okay, but you're wrong and I'm going to prove it.

The following month I did prove it, and my DD went back down to £129.

In February, I contacted EE again (this time through the link on this thread as I recall), attaching my spreadsheet and suggesting I was paying £10 per month too much, not allowing for less use as the weather warms. My dd was reduced to £118 per month.

When I get time, I'll do a projection taking into consideration improving weather and contact them again and make a suggestion based onn projected usage, we'll see where that goes. I am in credit at present and can only get more so. I like doing the calculations.

Oh, and I did get a bill in November though it was only for up to mid September, so I should be getting another bill this month, we'll see. I reckon that by September when our "fix" finishes, our average payment will average out at something like what we were paying Scottish Power, with the "social tariff".

So, to cut a long story short, yes I have reduced my dd twice.

lisa110rry

Actually, I just did the calculation now and there is no need to change the dd at present, I'm only £32.95 in credit, with both my meters having been read and my dd paid for March. Will give it until around June and do the calculation again.

gren05

A follow up to my previous threads.....

Finished with EE Nov 2014 (now back with EDF ....wish Id stayed there!!). Never received one bill. Chased for Final Bill after numerous false promises & many lies ( They did not return any calls or respond to emails ...Involved Ombundsman 6 weeks ago ...ongoing). Received Final Bill on 02/03/15...showing £279 credit. Said at bottom of bill that £279.86 would be credited to my account on the 11th March 2015.

To date I have received nothing at all.

To cap it all I received an email last week to say that my DD would be increasing to £179 a month wef 06/04/15 ( Even though I have left them & been with EDF for the last 4 DD instalments.)

I phoned them last week & was promised someone would get back to me!!...Guess what NOTHING!!!

I called again yesterday (I informed them that the Ombandsman had advised me to record the tele conversation ....this I did) the most least understanding customer support rep. She did not listen to a word I said!!! This is when I had my very first phone callback from them!!!! She phoned cos she had forgotten my complaint & wanted me to go through it all again.!!

Basically I am awaiting for £279 to be credited to my account immediately & an assurance from EE that my account is closed with them & that I do not want a payment of £179 being taken from my account on the 6th April.

I have ZERO confidence with this company. They are the worst company I have ever had the misfortune in dealing with.

Please all those thinking of switching to EE ....PLEASE THINK AGAIN.

You might think you are saving £'s but The amount of time & energy that I have taken to just be given a Bill after 15 months is absurd.

AVOID!!!!

I will keep thread updated if & when I receive my credit refunded.

Onbudsman

chas1999 wrote: »

This has been suggested a number of times but how is it done?

The website facility will only allow increases to the DD amount. An emailed request, like all other emails, is likely to be ignored. That leaves the phone. My guess is reduction requests are likely to be refused especially as EE are unable to produce bills.

Has anybody here succeeded in getting a reduction?

(I've now been waiting 81 days and still no final bill and refund. I repeat my advice not to get into credit with this company. Get out before you do.)

I phoned EE, they worked it all out even though I knew the figures just thought I would see what they produced. The employee did this all manually which obviously means their billing system is one of the best around :rotfl:

EE were actually willing to drop it to an amount of my picking and I didnt encounter a problem with them.

As ive mentioned earlier in this thread, anyone struggling you can just cancel your DD and email EE explaining that you need to setup a DD with them. If they fail to respond to your email, well that is their doing and no enforcement action can legally be taken. (PS, keep the email you send)

As another poster mentioned, you can play these companies at their own games/failings.