Add your feedback on energy supplier Extra Energy

Tara180

fussypensioner wrote: »

The problem is if you don't have an official bill from EE how can you prove it, you only have your own calculations.

I paid them over £600, my start gas meter reading was estimate and is higher than the final actual reading. There is no way I used £600 of electricity in 6 months. I know I am in credit.
There is a website which does the calculations based on Tariff and usage. I use this calculations and work out how much they owe me. They either pay up or dispute it by PRODUCING the final damn bill and pay back my money

Tara180

molerat wrote: »

What are you going to take them to court for ? "I think they owe me some money" does not stand up as a small claim. You would be the one getting a telling off for wasting the court's time. That is what the recognised official complaints route and ombudsman is for. I know to the penny how my account stands, you would need that information for a court case.

This thread shows the ombudsman route hasn't resolved anybody's dispute.
I paid them over £600, my start gas meter reading was estimate and is higher than the final actual reading. There is no way I used £600 of electricity in 6 months. I know for the fact I am in credit.
There is a website which does the calculations based on Tariff and usage. I use this calculations and work out how much they owe me. They either pay up or dispute it by PRODUCING the final damn bill and pay back my money.

chas1999

Tara180 wrote: »

This thread shows the ombudsman route hasn't resolved anybody's dispute.

I think it was me that said that. However the following day I had a Final Bill.

It is quite possible that the receipt of my complaint from the ombudsman prompted the action. I just don't know. I had also that previous day bombarded EE, including their parent company in Germany, with emails. Any of these could have prompted the action or it could just be coincidence.

My beef with the ombudsman was lack of feedback. In the six weeks all I got was an email telling me they had forwarded my complaint and 3 identical requests for info that I had already given them.

I'd suggest taking this route before going to court. It costs nothing, is easy to do, just time consuming gathering all the evidence, and it may be quicker.

But do work out what they owe you first, or you owe them. It's not difficult to do it manually.

fussypensioner

I have decided to cancel my DD from 27th as I am in the middle of switching back to EDF. What happened last year when I switched to EE was that EDF just took the final amount that I owed them from my bank account after submitting a final bill, which was the month of the final meter reading. What EE are doing is still taking the full DD because they are not generating the final bill (or any bills for that matter). I will write to them to tell them why I am cancelling the DD and that I will be happy to pay any balance on receipt of the final bill.

I found out the parent company in Germany email address and sent them a stern email on Tuesday, I received a phone call from UK office and that is also when the reps suddenly appeared back on this forum. If you contact billing with with MSE forum in the subject line hopefully you will get a quicker reply, although as we know sometimes they just gives us false hope and promises.. to be continued.....

MABLE

I know if its to do with banking and you threaten to take a complaint to their ombudsman its costs the banks a lot of money for it just referred to their regulator. However not sure when it comes to energy whether the applies.

This is why banks are very quick on trying to resolve complaints before it gets to the ombudsman stage because of the costs levied on them.

valeriejames

Well I finally got an email this morning telling me my bill was ready to view. I downloaded the bill, checked all the readings and calculations were correct which surprise surprise they were. They had refunded the £12 government rebate at the bottom of the bill, however despite them agreeing to waive the exit fees I had been charged £50. I rang them (was only on hold for 5minutes) and said they had previously agreed to waive the fees and apparently a note had been added to the account yesterday from billing that I should not have been charged the exit fees and the £50 would be refunded to the account. I asked for an email to confirm this. I have now paid the £14.43 which I owed them by bank transfer which I told them I was going to do. So as far as I am concerned my account is now closed.
I am glad I cancelled my DD in early November, when I first started my application to move back to EON, otherwise I would have had the same problem as several other people who are owed refunds.

I am really glad to see the back of this company.

lisa110rry

Yesterday (late in the afternoon) I emailed the "blogresponse" email address, attaching my calculation spreadsheet and showing that I was more in credit as at today (£223.26) than the cost of my energy used last year between mid-April and October (£195.04), both sums including VAT. Granted we may not have the same splendid weather we had last year, I have asked EE to reduce my direct debit to £10 per month. I'll post any response. To date since last April, I've had my dd increased (£190ish), then reduced somewhat (to £160 before the increase to £190 took effect, on my request), then the following month to £129 (the original dd amount) then to £118. All these changes, except the £190ish one, were in response to my evidence.

Maxwell007

To be fair to EE, they are really trying this week to get their act together hahahaha,

EE have had a very bad start and a very well deserved rough ride from 90% of this forum, but if they did the basics they would be in good shape,

Yes they are very cheap and that come at a cost, I hope all get your :

6months bill

final bills

£12 rebates

working website

credit refunded

promised call backs

Promised metering reading man to your address

And the list goes on . . .

if your unhappy make it very clear, take no prisoners looo0l

[EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL]
[EMAIL="billing@extraenergy.com"]billing@extraenergy.com[/EMAIL]
[EMAIL="customercare@extraenergy.com"]customercare@extraenergy.com[/EMAIL]
[EMAIL="feedback@extraenergy.com"]feedback@extraenergy.com[/EMAIL]
[EMAIL="info@extraholding.com"]info@extraholding.com[/EMAIL]
[EMAIL="billinginfo@extraholding.com"]billinginfo@extraholding.com[/EMAIL]

mulder0

Joined September 14' they got £900 of my money NEVER HAD A BILL I have phoned and emailed so many times they do not even reply to your emails and the latest via a call is I am on a priority list to get my bill. I have been in this priority list for a month now, their customer service told me they had 50000 bills waiting to come out and each one had to be quality checked manually. I think there are two staff members!
The gas account was blocked from my old supplier and it was in my phone call in February that prompted them to walk upstairs and see the account team to find out why! When would they have got to that if I hadn't been calling them.

Cannot wait to leave, if i can get a bill before the 12 months is up!

mulder0

Dreadful company