Add your feedback on energy supplier Extra Energy

MABLE

I now have every confidence they will resolve my present issues and know now there is an excellent team working on my behalf.

As I have said before i only left on price and its only the problems with getting a final bill has left on bitter taste in my mouth (so to speak).

fussypensioner

this is a very worrying story from Gren05 and I am now concerned that I will be in the same position not having had a bill from Extra Energy in the first 7 months. Surely its illegal to keep consumers money without returning it in a timely manner. What is the Ombudsman doing? they seem to be a toothless Tiger. I am going to try and cancel my DD through my online banking on month 11th in the hope I will owe them money. they are in a terrible mess, life is stressful enough, but worrying about money is the worst.

:mad:

chas1999

fussypensioner wrote: »

this is a very worrying story from Gren05 and I am now concerned that I will be in the same position not having had a bill from Extra Energy in the first 7 months. Surely its illegal to keep consumers money without returning it in a timely manner. What is the Ombudsman doing? they seem to be a toothless Tiger. I am going to try and cancel my DD through my online banking on month 11th in the hope I will owe them money. they are in a terrible mess, life is stressful enough, but worrying about money is the worst.

:mad:

Summer is coming and you will be using less gas than you are paying for. There's a £50 Dual Fuel hit if you switch early but do it through MSE Energy Club ....

http://www.moneysavingexpert.com/cheapenergyclub

and there's a £30 cashback paid about 2 months after the switch. Note EE is currently a "Top Pick"!!! Martin L. et al are obviously not monitoring the forum.

It's just over 3 weeks since I sent off my complaint about c.£250 unreturned overpayments. I've had an acknowledgement and an email telling me they'd forwarded it to EE. Nothing more.

It's not too difficult to work out what your bill should be but an earlier post gave details of a website that does it for you. Thanks to MABLE, the OP.

MABLE wrote: »

This is a very good site for working out your energy costs. If you know your start readings and end ones. Also the date you started with EE and it will work the bill out for you.

http://www.ukpower.co.uk/tools/smart_meter_calculator/electricity/11-SWEB

Snowbelle

fussypensioner wrote: »

this is a very worrying story from Gren05 and I am now concerned that I will be in the same position not having had a bill from Extra Energy in the first 7 months. Surely its illegal to keep consumers money without returning it in a timely manner. What is the Ombudsman doing? they seem to be a toothless Tiger. I am going to try and cancel my DD through my online banking on month 11th in the hope I will owe them money. they are in a terrible mess, life is stressful enough, but worrying about money is the worst.

:mad:

I was told by EE that if I cancel my DD with them I would be in breach of contract and they would then charge me for a failed DD. Are people that have switched managed to get out of the exit fees?

Biggles

fussypensioner wrote: »

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!!

I thought the others were mostly more expensive; but it might depend on your use, and could have changed by the time your fix is up.

chas1999

Snowbelle wrote: »

I was told by EE that if I cancel my DD with them I would be in breach of contract and they would then charge me for a failed DD. Are people that have switched managed to get out of the exit fees?

Yes, I'd be wary of cancelling a DD without a valid reason and emailing that reason to EE.

I don't think anyone on this forum has got as far a a proper Final Bill never mind getting out of exit fees. MABLE seems confident that his is imminent but I wouldn't believe a word that EE say.

Maybe people who switch whilst in debit are getting bills but they are probably not monitoring this forum.

dcc251

I am in the process of leaving this company, even if I have to pay the exit fee.
Their customer service is the worst I have ever known from a 'company'. I have been trying to get a bill from them for months now, with no luck. I am over £1,100 in credit now and have decided that the only way to actually get some of this back is to leave them. Their prices are NOT the cheapest by far. Check the standing order charges.
My advice would be very simple; DO NOT use this company unless you are happy to be kept in the dark about the state of your account.

fussypensioner

"If you have made efforts to contact your supplier and they failed to provide a bill, they cannot charge you for energy you used more than a year ago.

If you have not made reasonable efforts to contact your supplier or did not co-operate with their requests for meter readings, then you will be liable to pay the whole debt.

If you haven’t had a gas or electricity bill for a long time, you should contact your supplier to tell them that you haven’t had a bill.

If you have been trying to contact your supplier for over a year, you should also point out that you think you are protected by the code of practice on back billing and should only be charged for a year of usage. If your supplier tries to bill you for longer than this and you have made reasonable efforts to contact them, you can make a complaint"

......And From the pages of First Utility this what they say

Want to cancel your Direct Debit instruction? Let us know at least four working days before the payment due date.
If you cancel your direct debit instruction you will automatically be moved to payment on receipt of bill. You’ll incur an additional monthly administration fee of £2.

SSE say you can cancel your D.D if you agree another way to pay the bill. Perhaps this could be negotiated with EE.

"When you speak to us, we’ll let you know the ways you can pay your bills in the future.
If you have a debt on your account and you don’t have a payment plan, like Direct Debit, you’ll need to pay the balance in full"

There is also a petition you can sign as the practice of holding on to a customers credit is quite common

epetitions.direct.gov.uk/petitions/68188

Hope this helps, self preservation is the way forward;)

fussypensioner

Biggles wrote: »

I thought the others were mostly more expensive; but it might depend on your use, and could have changed by the time your fix is up.

This could well be the case I expect the energy company's will be declaring their new winter prices in September.

fussypensioner

I have been looking back thro the paper work Extra Energy sent me when I switched:

"Payments will appear on your bank statement as "EXTRAENERGY". You have the right to cancel your Direct Debit at any time, however this will mean you no longer qualify for our cheapest rates."

This is all a bit vague, they do not say how else you would pay, presumably its on receipt of a bill - which of course they don't issue-and if you cancelled the DD in month 10 or 11 would the new rates apply to just those months. It might make the calculation of the bill even more complicated for them, but worth a call to them to ask the question (assuming they will be able to answer it)