Add your feedback on energy supplier Extra Energy

Maxwell007

It's now 6months to the day, I will give ee 4 weeks to produce my bill and lower my dd, otherwise I'm off, plain and simple . . ., I will keep you posted, wish me luck loo0l

Catslovelycats

Good luck Maxwell! I am at the 4 weeks after 6 months stage and thinking of cutting my losses. Only reason i don't already is because they are the cheapest for me apart from ovo who have similar problems.

Onbudsman

Maxwell007 wrote: »

It's now 6months to the day, I will give ee 4 weeks to produce my bill and lower my dd, otherwise I'm off, plain and simple . . ., I will keep you posted, wish me luck loo0l

Good luck with that, there are customers in the queue before you who have been waiting much longer.........

What EE will tell you if you complain is that they only legally have to produce you one bill per year.

EE seem very happy with their small print get out scripts hidden in the contracts somewhere which is not very visible.

MABLE

Onbudsman wrote: »

You are brave MABLE, you could well be swallowing your own words soon.

Roll on the 7th :T

The only thing to add to this is EE staff did not seem to know it was a bank holiday as I was promised a call today which I pointed out was indeed a bank holiday. Basics knowing your calendar isnt it?

The truth will out! Also I will paste the credit entry from my bank statement on this site to prove to you I am not making it up.

Email from EE 2 April

- Extra Energy Supply Ltd Add to contacts 4/02/15 Keep this message at the top of your inbox

Hi MABLE



I just wanted to follow up on our telephone call so that you have an email trail of what’s been discussed/agreed.





As for the £90 credit, this will clear into your bank account via bank transfer (so no DD instruction is required) on Tuesday 7th April.



Sorry it’s taken so long to get to this point, it’s been a real pleasure dealing with you.







Best wishes,





extraenergy

Mobile:

fussypensioner

catslovelycats wrote: »

Good luck Maxwell! I am at the 4 weeks after 6 months stage and thinking of cutting my losses. Only reason i don't already is because they are the cheapest for me apart from ovo who have similar problems.

I would get out now (I am switching back to EDF after 7 months). Yes EE are cheaper but they are not very good at giving your new supplier your final meter reading and if there is a delay you will go onto the higher standard tariff after your fixed price ends. This will cost you extra money in the end. Also if you are in credit - remember summer is coming - how long will it take to get your money back from them, they may also increase your DD anytime.

gold167

I have been having similar issues to everyone else with this company ExtraEnergy as signed up to them last year
Submitted meter readings to EE in February 2015, emailed them asking for a bill. I am £500 in credit and am under contract until Sept 2015
Then decided to do research which brought me here
I cancelled my direct debit and low and behold received an email stating this:

Mr xxxxx


Account number: xxxxxx
Contract number: xxxxxxxxxxxxx
02 April 2015
Supply address: xxxxxxxxxxxxxxxxxx

Dear Mr xxxxxx,
Your Direct Debit has been cancelled

We’ve received notification from your bank that you’ve cancelled your Direct Debit instruction. This means we won’t be able to collect your agreed payments.
Please provide your new Direct Debit details as soon as possible, by calling us on 0800 953 4777 or 0330 303 4777, so that we can set up a new Direct Debit instruction for you.
If you’ve missed a payment we’ll also need to take this from you, so please have your debit card available just in case.
We don't want you to pay more

It’s important that you contact us as soon as possible. If we don’t hear from you within 10 working days of the date of this correspondence, we’ll automatically switch you to non- Direct Debit prices. This means you’ll pay more for your energy.
In addition, if the payments you’ve made so far don’t cover your usage, you’ll need to pay the outstanding amount.
Keeping you informed

Below are the prices you’re paying as a Direct Debit customer and those you’ll pay if you’re moved to a non-Direct Debit payment method:

[FONT=&quot]Direct Debit[/FONT]
[FONT=&quot]Receipt of Bill[/FONT]

[FONT=&quot]18.554 pence daily standing charge for gas[/FONT]
[FONT=&quot]32.937 pence daily standing charge for gas[/FONT]
[FONT=&quot]3.444 pence per kWh (Day) of gas[/FONT]
[FONT=&quot]3.444 pence per kWh (Day) of gas[/FONT]
[FONT=&quot]18.554 pence daily standing charge for electricity[/FONT]
[FONT=&quot]32.937 pence daily standing charge for electricity[/FONT]
[FONT=&quot]11.492 pence per kWh (Day) of electricity[/FONT]
[FONT=&quot]11.492 pence per kWh (Day) of electricity[/FONT]
If we have to contact you again, there will be a £12 charge added to your account to cover the cost of us doing so. We won’t charge this if you contact us now.
We really want you to continue enjoying the benefits of paying by Direct Debit and hope to hear from you soon.

Yours sincerely,

Allan Machesney
Head of Customer Payments
extraenergy


Ways to pay

When making a payment, please have your extraenergy account number to hand -
you’ll find this on any letter, statement or bill we’ve sent you.

Emailed them back saying no bill no pay lets see what happens

molerat

The problem is that by cancelling the DD you are in breach of the conditions for the tariff you are on and they can charge you the on receipt of bill tariff. Contractually they have only to bill you annually and as yet they have not breached that condition.(3.1)

Those who have left and have not received their refunds within 30 days of notifying termination of contract (2.1e) should ask for interest at the rate of 4% above base rate, the same as they charge you for not paying a bill within 28 days (2.3a.vii) or maybe statutory interest at 8% which you can charge on any debt.

edward123

molerat wrote: »

The problem is that by cancelling the DD you are in breach of the conditions for the tariff you are on and they can charge you the on receipt of bill tariff. Contractually they have only to bill you annually and as yet they have not breached that condition.(3.1)

Those who have left and have not received their refunds within 30 days of notifying termination of contract (2.1e) should ask for interest at the rate of 4% above base rate, the same as they charge you for not paying a bill within 28 days (2.3a.vii) or maybe statutory interest at 8% which you can charge on any debt.

I switched from EE 26/3. I am in debit to the tune of £49. My next DD with them is 16/4 when it will mean I will be in credit to the tune of £24. But with exit fees will be in debit. But if I do not get a final bill before my would-be next DD date with them, namely 16/5, I will certainly cancel the DD mandate because if they took the usual amount I will be in credit....and as I would have left them by 8 weeks I do not want that. Opinions any one?

fussypensioner

edward123 wrote: »

I switched from EE 26/3. I am in debit to the tune of £49. My next DD with them is 16/4 when it will mean I will be in credit to the tune of £24. But with exit fees will be in debit. But if I do not get a final bill before my would-be next DD date with them, namely 16/5, I will certainly cancel the DD mandate because if they took the usual amount I will be in credit....and as I would have left them by 8 weeks I do not want that. Opinions any one?

Yes, I think that if you have left them by 8 weeks you are no longer a customer so you have every right to cancel your D.D. Then offer to pay the balance through their "make a payment" facility or on the phone on receipt of a final bill. I don't think that will break any conditions...

fussypensioner

Dan665 wrote: »

The company, is from Germany"extra energie"

At the moment we cant do manual bills by ourselves. We send the information over to the German offices and they manually create bills for us, they then come back over to us and we check them, and to be honest 9/10 times there is something wrong with the bill - mainly the DD calculation and we cant do anything about it, until the German's correct it and send it back over to us.

We have started a manual billing team, but it just has 8 people so that could easily take 1-2 months just to get our own manual billing done, whilst we have a que of 50k+ people expecting there first bills. It's an utter joke...

Most of our processes go through Germany you see. Half of their process are different to the way the UK market is, so what should happen doesnt.

What should happen is

For domestic customers, we send first bills out between 1-7 months when you join us, this is meant to be around your Meter reading Schedule date" (when a meter reader is sent out) and has a 27 day window - So say your meter reading is due on the 10/4/15 - a meter reader will come between 1/4/15 and 27/4/15 once they come and give us your reading/ or you give us a read by yourself. 10days later we "should" send you a bill - then you should get a bill every 6 months after that. When we get a read from an agent or yourself on your billing window, we adjust the DD for what your usage is so it could go up or down. After one year, any credit over £72 "should" be automatically refunded.

Have you by any chance mentioned this chaos, at your annual business meeting, to anybody senior? and are they doing anything about it? Be assured you might be the fastest growing company at the moment, but just as many people (just read back at least 10 pages) will be leaving Extra Energy as fast as they can.