Add your feedback on energy supplier Extra Energy

karrie12

Well I was considering switching to extra energy but Dan665's comments coupled with the posts on the the last few pages have totally put me off! Will go to with one of the more renowned companies even though they're more expensive!

MEMBER02

gold167 wrote: »

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:

Emailed them back saying no bill no pay lets see what happens[/QUOTE
I got that email too the other day and low and behold ee have not supplied me any energy since 28/12/14!!!

MABLE

Very informative post from Dan665 and going by what he has said this fits into what the bill manager told me.

I will say in EE's defence the switching process for me was excellent from when I joined and left. Their billing process was awful but when I was with them I could easily calculate my bills by using an online tool so not too much of a problem.

The big, big issue for me was fighting to get my final bill and practically having to beg for it.

I have to say this has really put me off ever transferring to another small operator.

I am now with E.ON and the online facilities are excellent and I can produce a bill whenever i want. Also I could save money by monthly dd but been there and done that so to speak. So I now pay the bill on demand and even
works out £33 a year more expensive over monthly dd but at least I know where I am.

fussypensioner

MABLE wrote: »

Very informative post from Dan665 and going by what he has said this fits into what the bill manager told me.

I will say in EE's defence the switching process for me was excellent from when I joined and left. Their billing process was awful but when I was with them I could easily calculate my bills by using an online tool so not too much of a problem.

The big, big issue for me was fighting to get my final bill and practically having to beg for it.

I have to say this has really put me off ever transferring to another small operator.

I am now with E.ON and the online facilities are excellent and I can produce a bill whenever i want. Also I could save money by monthly dd but been there and done that so to speak. So I now pay the bill on demand and even
works out £33 a year more expensive over monthly dd but at least I know where I am.

Waiting for 7th april in the hope you will get your money - please keep us updated.

MABLE

fussypensioner wrote: »

Waiting for 7th april in the hope you will get your money - please keep us updated.

Swear down bruv!

P.A._Ranoia

I emailed Extra Energy with a simple query on 1 March. I received an automated acknowledgement saying they would respond in 10 working days. Since then nothing, despite reminder. Does anyone know CEO personal email / some other way to attract attention?

*So far* I have experienced no problem with billing or switch.

Onbudsman

Dan665 wrote: »

I'm not worried about my job, I know we get a lot of complaints at the moment and I feel sorry for customers, so thats why i thought I would have a look on MSE. A bit of Info... EE has been running as a company for just over a year and have 350k customers already, We had an annual business meeting Yesterday and we were told we are the fastest growing UK company in history.

It's took OVO 5 years to get 400k customers and first utility 5 years to get 1 million. So to get 350k in a year is huge, in comparison.

There lies the problem however, The company has took on more customers than it can deal with. We are in the process of moving to a bigger office so we can recruit more staff. But at the moment there is just too many bills and not enough fully trained staff to check them and send them out.

Congratulations EE or Dan 665.

Would I be wrong thinking if I setup my own energy company and undercut every one on the market without having a credible system in place to manage it there would be issues further down the road!

I cannot for one minute take this nonsence as an excuse at all if viable or if Dan665 is just trolling using readilly available information.

If EE has bitten off more than it can chew then sorry, the structure, directors, senior management have messed up either on purpose to rake the £££'s in or by sheer poor management.

Either excuse is just as bad as the other.

The end line is that the CUSTOMER is not recieving the service fully well expected. We are left with NO bills, left begging and pleading for a bill, lied too, strung along and simply left frustrated.

EE you are named and shamed.

Ps, maybe dan665 can advise.

When will you computer system be fully up and running, we are not interested in 8 people working through 350000 bills which must take a good 30 mins per customer.Im no maths genious but 350000x30mins is :rotfl:

dave_dph

Well said Onbudsman!!!

The only word to describe this outfit is a joke! I've lost count of the number of weeks it has been since the complaints handler said he would call me back that same afternoon. The 'company' should not have been allowed to trade until systems were tried, tested and proven; and this business of bills being produced in Germany is just well....... words fail me! The regulator needs to step in and sort these clowns out, they get involved with the big 6 so why not this lot! Not one of them has a clue. Fingers crossed they end up on Watchdog.

fussypensioner

Bet you that's the last we hear from Dan, like all the others employed by Extra Energy, IF in fact he was an employee.

Onbudsman

dave_dph wrote: »

Well said Onbudsman!!!

The only word to describe this outfit is a joke! I've lost count of the number of weeks it has been since the complaints handler said he would call me back that same afternoon. The 'company' should not have been allowed to trade until systems were tried, tested and proven; and this business of bills being produced in Germany is just well....... words fail me! The regulator needs to step in and sort these clowns out, they get involved with the big 6 so why not this lot! Not one of them has a clue. Fingers crossed they end up on Watchdog.

I agree, who is regulating these outfits/misfits?
If EE is so far behind with system/bills how will they ever catchup?

Im waiting eagerly for the 7th as I was promised a return call in regards to my complaint/complaints. The 7th was confirmed instead of the 3rd which I pointed out was a bank holiday.

I just dont see a phone call being made - To be continued one would say.