Add your feedback on energy supplier Extra Energy

Catslovelycats

dave_dph wrote: »

Back then we didn't get a choice, British Gas were the preferred option by the regulator (I believe).

But once signed over to them, I presume 'we' could switch to a supplier of our choice?

dave_dph

If I remember correctly, when Basic Power went down, those customers were transferred to London Electricity, which is now part of EDF.

dave_dph

Hi catslovelycats

As soon as I was deemed to be a BG customer I immediately started a switch to the cheapest supplier.

fussypensioner

This is from the Ombudsman website

For anyone frustrated enough to contact them:

You can tell us all about your complaint now; we have an easy to fill in web form. It will take around 10 minutes to complete. You must have a valid email address to use this method. We will need to know:

some details about you
the date that you first complained
what you and the firm have done about the problem, and
what you want as a resolution to the problem. If you are asking for an amount of money we need to know how you have arrived at the amount being requested.
or, if you don't have the time now, you can:

visit our site later
call us. We will complete the form for you and post you a copy
Putting things right

When we have all the information about your complaint, we will decide how best to handle it. If we propose a remedy that you're happy with, the company will be required to put this in place and we will make sure that this happens.

Please select...
Online FormThis will take approximately 10 minutes to complete. You will need an email address and contact number.
Call usWe will complete the form for you and post you a copy.


I urge everyone to contact them, when they are snowed under with complaints about EE they must be able to do something about it, that's what they are there fore surely.

chas1999

catslovelycats wrote: »

I wonder if this would mean that we could then switch to whoever we want and wouldn't have to pay an early exit fee to whoever picks us up?

Those people in debit should just refuse to pay it. After all you have not chosen to leave.

Those in credit will just lose money so the early exit fee is irrelevant.

A suggestion to people switching away: When your new company asks for a meter reading (about 6 weeks after the switch request) exaggerate the meter readings. The extra will be billed to EE thus increasing what you owe them or decreasing what you are owed.

I must say I'm not sure about the legality of this and if you do it don't push it too much.

chas1999

fussypensioner wrote: »

This is from the Ombudsman website

For anyone frustrated enough to contact them:

You can tell us all about your complaint now; we have an easy to fill in web form. It will take around 10 minutes to complete. You must have a valid email address to use this method. We will need to know:

some details about you
the date that you first complained
what you and the firm have done about the problem, and
what you want as a resolution to the problem. If you are asking for an amount of money we need to know how you have arrived at the amount being requested.
or, if you don't have the time now, you can:

visit our site later
call us. We will complete the form for you and post you a copy
Putting things right

When we have all the information about your complaint, we will decide how best to handle it. If we propose a remedy that you're happy with, the company will be required to put this in place and we will make sure that this happens.

Please select...
Online FormThis will take approximately 10 minutes to complete. You will need an email address and contact number.
Call usWe will complete the form for you and post you a copy.


I urge everyone to contact them, when they are snowed under with complaints about EE they must be able to do something about it, that's what they are there fore surely.

I did exactly this, the form being sent on 24th Feb. It's pretty easy to do. I've had an acknowledgement and an email telling me they'd forwarded it to EE. Nothing more, so don't expect it to be quick.

Like the rest of you, EE have added £12 to my dead account.

I've almost written off the c.£250 owed me. I survive off a pension only and a loss like this will hit hard.

fussypensioner

chas1999 wrote: »

I did exactly this, the form being sent on 24th Feb. It's pretty easy to do. I've had an acknowledgement and an email telling me they'd forwarded it to EE. Nothing more, so don't expect it to be quick.

Like the rest of you, EE have added £12 to my dead account.

I've almost written off the c.£250 owed me. I survive off a pension only and a loss like this will hit hard.

Don't write it off, keep trying, why should they keep your money. You are a pensioner get that fighting spirit going;)

gt94sss2

fussypensioner wrote: »

I suppose going to the Ombudsman might help although they have to have proof of emails, phone calls etc. and then they take time to consider it.

As you say, its unlikely to be a quick process but if those customers who have issues with EE complain, than the Regulator can take action including fines, giving customers free energy and banning them from taking on new customers until they fix their billing issues.

Ofgem did something like this to Scottish Power earlier this year - I'm sure that concentrated their mind on the issues!

Regards
Sunil

molerat

Just sent them an e-mail re the £12, I expect their in box is about to explode.

Probably down to another inept computer !!!! up !

dave_dph

Molerat

You're probably right. I will phone them on Monday, love giving them grief and listening to them squirm.

Just looked back through this thread, it was the 18th November that Jo Robertson posted, trying to convince everyone how wonderful her team are..... Four months down the line and nothing has changed. Why has she not been back? What has happened to the reps - even if they were selective of the posts they replied to?

Sorry but extraenergy are a complete shambles, and that's putting it politely!