Add your feedback on energy supplier Extra Energy

Onbudsman

edward123 wrote: »

Exactly my experience. Tried to reduce my DD via EE's online 'facility' by £2, as a test....told I could not. Then tried 1p. Same message.

EE dont have any issue taking money. Its the refunding and lowering they are having technical difficulties with.

Thinking about it, if EE dont have their accounts/systems in check and bills et all are not produced. How on earth will EE file their earnings etc by the end of their financial tax year.

Is that part when it goes wrong.... (beyond my league)

hra_2

Onbudsman wrote: »

. How on earth will EE file their earnings etc by the end of their financial tax year.

Is that part when it goes wrong.... (beyond my league)

http://wck2.companieshouse.gov.uk//wcframe?name=accessCompanyInfo
search for "Extra Energy Supply".
Next accounts are not due until end of September. By then the figure for creditors will be astronomical (if they are still trading the same way and people haven't taken them to court en masse).
The last accounts are made up to the end of 2013 before they started taking on customers.

Onbudsman

Just got an email confirming the reduction of my DD

Thats as good as it gets, they have knocked £3 OFF per month. What sort of insult is that when it should have been reduced by £39.

Meltdown...........................................................................:mad:

pawpurrs

Oh dear, I am just leaving them, I am in credit and am angry as they told me that I would be able to get the warm front discount and can't as they are too small, I am in credit, I have cancelled my direct debit as they owe me money at the moment and I'm not giving them any more they say that they only have to bill once a year, complete shambles!! They say they will refund once final bill is here within ten days, hmmmm :mad:

Neo69

Signed up to this company and saved a lot of money, Yay,.
Moved house and had nothing but problems with them customer service is and absolute disgrace I have spoken to the rudest most arrogant people, I curently have 2 complaints waiting to be dealt with, 1st is they have taken 8 weeks to close my old account and still not managed to finalise this, have have repeatedly tried taking direct debit payments even though I have cancelled this through my bank????, trying to change to another company as this 1 shocking and they want to charge me £50, I think not!!!!!!
DO NOT USE THIS COMPANY

Biggles

chas1999 wrote: »

Here's a scenario for you:

March - reduce prices, attract loads of new customers.
April to September - gas usage is low, grab as much DD money as possible.
September - most customers are in credit.
October - go bust owing lots of money to loads of customers.

Yes but - they actually reduced prices in November or December, when most customers were attracted, resulting in me being well in deficit and quite comfortable with it.

fussypensioner

Onbudsman wrote: »

If you have a record for agreeing to pay £64 by DD and they are taking £72 then this is an unauthorised DD transaction. Go to your bank and explain that the amount taken is incorrect and you would like a refund under the DD guarantee.

It should result in an immediate refund to your bank account.

Raise a complaint with EE via email and ensure to keep a copy for your records.
Each time EE take incorrect amounts, carry out the same procedure.
Once EE have had so many weeks to resolve the matter and they fail, well you have nothing left but to report your complaint to the ombudsman who will then take your case on.

I thought that the DD could change and they had the power to do so because your energy usage fluctuates. I found this with British Gas (35 yrs) and EDF (2 yrs), but not yet with EE after being 7 months a customer. For those people still with EE but thinking of leaving how about contacting them and asking to change to "pay on receipt of bill" I know they will say you won't get a discount for paying by this method but its a small amount.

fussypensioner

From the CAB

Jenny’s monthly direct debit for gas and electricity was set at £70. Her supplier checked this against the amount of energy she really used and found that it had been set too low. Jenny owed £300 in arrears.

The supplier estimated that Jenny was actually using £90 of energy a month. They re-set her direct debit payments to £120, which covered her higher usage and payments towards the arrears. When the debt was repaid, and Jenny's actual usage stayed the same, the supplier then reduced her payments down to £90 again.

Under the rules of the Direct Debit Guarantee, you should be told of the change at least ten working days before the money is taken from your account. If you are not told in writing or on your bill, you can complain and ask for compensation from your bank.

If you disagree with the increased direct debit payment amount, you can challenge it. You should ask your supplier to justify the amount that they have calculated. Your supplier has to explain clearly to you how they have reached the figure they want to charge.

When you look at the calculation, check it against your actual meter readings. Remember that your consumption will be higher in the winter months. Also bear in mind that changes in your household, such as a new baby or someone working from home, will mean your consumption is likely to increase.

If you are still not happy with your supplier’s calculation, you should ask them for a lower payment. If you are unhappy with their response, you can make a complaint.

fussypensioner

Postie has just been - delivered my new contract from EDF confirming all that I have signed up for, and telling me I'm in the 14 day cooling off period. Compared to EE last year who took 8 weeks after the switch to email me my contract and tariff details, and that was after calling them up twice and emailing them and posting a complaint on this forum answered by Antiya. They said they had "technical problems"

Catslovelycats

Checked my EE account today, just in case they have generated a bill ... :rotfl:
Needless to say they haven't, but I noticed this announcement underneath my tariff details:

You'll notice a slight increase in the unit rate and standing charge amount shown above from 9th March 2015. more info
This is a result of some recent portal improvements which means the prices now include VAT at 5%. Please note, this is nothing to worry about and doesn't negate any fixed rate terms.

On a positive note, it at least shows an effort to communicate :rotfl: