Add your feedback on energy supplier Extra Energy

molerat

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.

No bill would not be a reason for exiting penalty free, the best you could hope for is the application of the voluntary back billing code and not paying for energy consumed more than one year ago.

molerat

fussypensioner wrote: »

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"

It is a pity that, as is often the case, CAB are incorrect in their assertion. The back billing code is a voluntary code of practice that has to be actively opted into and so far only 5 of the Big 6 are signed up. http://www.energy-uk.org.uk/customers/energy-industry-codes/code-of-practice-for-accurate-bills.html

chas1999

MABLE wrote: »

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.

That's great to hear but I still have my doubts you'll be paid.

Can't see much evidence of success on Twitter. Just the usual "Sorry to hear you haven't received a response to your enquiry. Please DM your details or send to blogresponse@extraenergy.com"

That's at @extra_energyuk. Not much there at all. Maybe there's another link.

I also suspect that those of us who have emailed account details to EE have had an "Awkward Customer Indicator" set on their account putting them to the back of the queue when it comes to sorting things out.

They are still not replying to my emails whether it be blogresponse or customercare.

fussypensioner

chas1999 wrote: »

That's great to hear but I still have my doubts you'll be paid.

Can't see much evidence of success on Twitter. Just the usual "Sorry to hear you haven't received a response to your enquiry. Please DM your details or send to blogresponse@extraenergy.com"

That's at @extra_energyuk. Not much there at all. Maybe there's another link.

I also suspect that those of us who have emailed account details to EE have had an "Awkward Customer Indicator" set on their account putting them to the back of the queue when it comes to sorting things out.

They are still not replying to my emails whether it be blogresponse or customercare.

:rotfl: Liked that quip "awkward customer indicator"

its all gone quite on this forum as well, their customer service helpers used to respond.

MABLE

chas1999 wrote: »

That's great to hear but I still have my doubts you'll be paid.

Can't see much evidence of success on Twitter. Just the usual "Sorry to hear you haven't received a response to your enquiry. Please DM your details or send to blogresponse@extraenergy.com"

That's at @extra_energyuk. Not much there at all. Maybe there's another link.

I also suspect that those of us who have emailed account details to EE have had an "Awkward Customer Indicator" set on their account putting them to the back of the queue when it comes to sorting things out.

They are still not replying to my emails whether it be blogresponse or customercare.

Well that could be another battle getting the refund. We shall see!

I found the rep on the twitter site brilliant to the point she emailed every day with an update and did not just give me lip service. Between the rep and the billing manager they definately went the extra mile.

I would like to name them but I feel that is very unfair on a public forum.

fussypensioner

MABLE wrote: »

Well that could be another battle getting the refund. We shall see!

I found the rep on the twitter site brilliant to the point she emailed every day with an update and did not just give me lip service. Between the rep and the billing manager they definately went the extra mile.

I would like to name them but I feel that is very unfair on a public forum.

I wonder if it is their real names anyway as in the past I have asked for the person I spoke to previously by name only to be told there is nobody here with that name. If that is true, then they must have a rapid turnover of staff.

MABLE

fussypensioner wrote: »

I wonder if it is their real names anyway as in the past I have asked for the person I spoke to previously by name only to be told there is nobody here with that name. If that is true, then they must have a rapid turnover of staff.

I know I have their real names but I did ring last week and spoke to Shirley. She was very positive and promised to phone me back within an hour. Never happened and when I phoned they had never heard of her.

And one other thing before I depart from this thread for good the two people who helped me were far better than dealing with the complaints dept.

Good luck to everyone!

Bigwigg

Well I decided to jump ship - can't take the risk of building up a big credit with them and not being able to get it back in September when my contract ends. Take the £50 hit and move on me thinks

Snowbelle

Bigwigg wrote: »

Well I decided to jump ship - can't take the risk of building up a big credit with them and not being able to get it back in September when my contract ends. Take the £50 hit and move on me thinks

Have decided the same now as I have found a cheaper alternative with cashback and know sometimes they pull these deals early. Like you I just cannot be doing with the hassle of getting a refund. Wonder how quickly I'll get my final (and only) bill since I owe them money.

Bigwigg

just checked my account - the bill they produced in December was cancelled - so in 11 months I've had no billing to my account.Trying to find who to swap to but they all seem to have terrible customer service records. Is anyone happy with their energy supplier?