Add your feedback on energy supplier Extra Energy

MEMBER02

this sham of a company needs investigating!!!

MABLE

I am very happy to report my final bill arrived today. My £12.00 reinstated and fees of £50.00 refunded.

I am now looking forward to my refund on the 3 April 2015 and hopefully this will not turn into another drama.

However if it were not for all the hard work the rep on Twitter put into this recently and the billing manager I am sure I would still be waiting.

At times I nearly gave up hope but as they say when the going gets tough etc etc. Im sure you know the rest.

My advice is try working with them because losing your temper will get you no where.

Thank you EE.

MABLE

catslovelycats wrote: »

This must be in their script. i was told the same last Monday. no sign of it a week later :rotfl:

Don't give up hope. Now looking forward to my refund from EE as I was awarded a £187 vets bill yesterday for one of my guys for having his teeth cleaned, polished and 3 extractions. For me money well spent.

fussypensioner

MABLE wrote: »

From the horses mouth so to speak

quote
Re exit fees: We can’t just remove them as they are part of the tariff but we can insert a credit of £50 called “Exit fee compensation” to cover them off.”

I dont understand this - if the exit fees are part of the tariff, does that mean that people who don't leave the contract early get a refund? or have I misunderstood. Has anyone actually had a final bill showing a refund of £25 per fuel or the so-called "exit fee compensation" If exit fees are already included we might as well all leave now!

fussypensioner

gren05 wrote: »

I have just this second come of the Phone to the newly set up Complaints Dept @EE.

There has been a complaints form on their website specifically for complaints since I joined last September. I have used this form but of course never had a reply to my complaints. Perhaps its a new department for people to complain that the complaints department isn't listening!

MABLE

fussypensioner wrote: »

I dont understand this - if the exit fees are part of the tariff, does that mean that people who don't leave the contract early get a refund? or have I misunderstood. Has anyone actually had a final bill showing a refund of £25 per fuel or the so-called "exit fee compensation" If exit fees are already included we might as well all leave now!

In my situation they were refunded because of the drawn out issues trying to get my final bill. Normally you only pay them if you leave before the contract period is up and in the normal course of events they would not be refunded. As it states compensation.

On my bill it states exit fees £23.82 per utility ex vat
then exit fee compensation £47.62.

After that the £12.00 credit reinstated.

If you leave now and whatever your bill the exit fees will be applied on top of the final amount.

Snowbelle

fussypensioner wrote: »

I dont understand this - if the exit fees are part of the tariff, does that mean that people who don't leave the contract early get a refund? or have I misunderstood. Has anyone actually had a final bill showing a refund of £25 per fuel or the so-called "exit fee compensation" If exit fees are already included we might as well all leave now!

My position now is I'm torn what to do. I have found a cheaper deal and can get £20 cashback but need to act before Sunday, however, I really do not want to pay the £50 exit fee and was hoping to stretch it out just a few weeks more so that I could actually say I have not had a bill in 12mths. I have definitely made up my mind that I am going very soon before I start building any credit back up so need to be very careful with my timing.

fussypensioner

Snowbelle wrote: »

My position now is I'm torn what to do. I have found a cheaper deal and can get £20 cashback but need to act before Sunday, however, I really do not want to pay the £50 exit fee and was hoping to stretch it out just a few weeks more so that I could actually say I have not had a bill in 12mths. I have definitely made up my mind that I am going very soon before I start building any credit back up so need to be very careful with my timing.

As switching takes around 6 weeks, which includes a 14 day cooling off period, would starting the switch now take you out of your contract period?

Snowbelle

fussypensioner wrote: »

As switching takes around 6 weeks, which includes a 14 day cooling off period, would starting the switch now take you out of your contract period?

No my contract isn't up till Sept but my thinking was if I could hold out for exactly 1yr then I could argue that I haven't had any bill I wont be paying the fees. I'm pretty sure they have to provide a bill at least every year.

fussypensioner

Snowbelle wrote: »

No my contract isn't up till Sept but my thinking was if I could hold out for exactly 1yr then I could argue that I haven't had any bill I wont be paying the fees. I'm pretty sure they have to provide a bill at least every year.

My contract expires Sept as well and I have been thinking that it might be better to cut my losses and get out while I have a nil or small credit. If you switch at the end of your contract you won't pay any fees of course. This is the advice from the CAB I posted a few pages back.

"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"