Add your feedback on energy supplier Extra Energy

Onbudsman

EE promised yet again to contact me in regards to correcting my DD amount which was agreed on last month and not implemented as agreed on.
EE also promised to get my 6 month bill out earlier this month which they also failed to accomplish prior to the incorrect DD amount being taken.
(STILL NO BILL) :T:T:T:T:T:T

As promised to EE, the Direct Debit was reversed this Monday gone as they failed to take the correct amount, also failed to contact as agreed. EE simply has failed so far to process everything that was agreed previously so I was forced into taking action and sticking to my word.

Funny enough EE emails me in the afternoon to say they had updated their records. EE had indeed updated their records this time however EE failed to communicate this to me as agreed on for the previous Friday and left me wondering if they would actually contact me. Going off previous examples I believed EE would not thus the DD being recalled.
Well EE seem to have pulled through ever so slightly, DD is now correct but still not the amount that I agreed on last month during my 2 hour phone call !!!

However..........

* I am still missing a 6 monthly bill
* I am still waiting for a reply to my various complaints which have now gone over the 10 days EE stated on their return email to me.

EE employee did state as a company they have to ensure their customers are not in debit (Debt) as they have a responsibility. !!!!!! >> are EE serious, can I make a point that EE do have a responsibility and that includes the below:

* replying to customers as agreed
* producing bills
* returning excess credit
* Producing final bills
* taking the correct DD amounts

Once my account is in debit I will be leaving and not paying any cancellation fees as EE are a dammed disgrace and should not be touched as nothing is working at this COWBOY outfit.

I will wait and see if EE now contact me for reversing the DD, probably be on my back before they even respond to my complaints which are now overdue.
I will just raise a complaint for everything now and will then report across to the Ombudsman once EE fail to respond.

I have no shame as EE have simply made excuse after excuse and when the excuse is run dry they simply ignore you in the hope you get board and go away.

lammy1952

I joined this company in October, but decided to swap with MSE Cheap Energy Club latest offer. Frankly the whole process has been a shambles, and after many contacts with both Extra and Sainsburys, have read this thread.
Luckily I am sure that I owe them for energy used (fortunately no payments taken since 2nd Feb) and have cancelled my DD and will settle with them, if and when they produce a final bill. Never again.
As somebody said earlier on the thread, MSE need to check that companies are capable of delivering if they are recommending to switch. Loyal followers want to save money, but not at the expense of a stressful experience.

Maxwell007

It seems that only a handful of people including myself have had their 6months bill or final bill or there DD lowed or exit fee waved,


if your unhappy with EE make it Very Clear, take no prisoners, for my part i have now got what I wanted and I’m happy to pay my lowed DD and have received my 6months bill.



[EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL]
[EMAIL="billing@extraenergy.com"]billing@extraenergy.com[/EMAIL]

Snowbelle

After my complaint regarding the increase in DD and telling EE that they had not given me 10 working days notice of such an increase I still have not heard back from them, but they haven't taken any DD this month. When I check online my account says next DD is due in May and is still showing the old lower amount.
My switch is due in the next few days but I owe EE money so not sure whether to cancel the DD now or not.

fussypensioner

AbbieCadabra wrote: »

in view of the current state of play with final bills/credits due, would you cancel your DD in these circumstances?

had my welcome letter from Flow Energy today advising the transfer should be within 2-3 weeks.

i've just calculated use to today's readings & i'm in credit by approx.£5.

my next DD is towards the end of this month at £91.00.

the weather seems to be on the up so I'd hope not to use anything more than say £3 per day total gas/elec over the next 2-3 weeks??

to cancel April DD or not? i'm thinking yes! i'd rather have a final balance due than EE owe me something...(i will be disputing the £50 exit fees).

n.b. thank goodness i questioned their proposed increase in DD up to £135 per month when they billed me in November!

edit: thought i'd add today's readings to my EE account whilst logged in (the site only crashed once with a 'technical fault' message so some improvement there!) & it looks like a scheduled read was taken/estimated 31.03.14 (my last bill was to a reading 06.10.14, billed 24.11.14), so still appears to be a delay in normal bills being produced. no other supplier ever took 6 weeks to issue a bill after reading the meter/estimating reads.

Definitely cancel the DD now, write and tell them you have done that and that you will pay any money due to them on receipt of a bill. I did this yesterday because I am switiching back to EDF who have asked for meter readings. the meter reading was also entered on the EE website and in my email to them. They can't stop you from cancelling the DD because you have no proof if you owe them money. My next DD was due on 27th for £88, I feel better for taking control of the account and not waiting for EE to get their act together.

lisa110rry

fussypensioner wrote: »

I must say that your DD seems quite high. Mine is £88 per month for a medium sized 4 bed detached how did they arrive at such an amount of £190 from last April. Although we are at home most days we don't have the heating on all day in the winter. Their estimate of £88 pm has so far been almost spot for winter use. (I'm switching back to EDF and have cancelled my DD with EE)

FP, we have our 28 year old central heating boiler on 24/7 from September to end of April most years (though last year it was on less). My husband has Congestive Heart Failure and is unable to regulate body temperature. Our home, though a three bedroom detached, has four functioning fireplaces which vent warm air (though it also has double glazing and cavity wall insultation). Sometimes I feel like I'm entering an oven when I come in from outside.

Onbudsman

Snowbelle wrote: »

After my complaint regarding the increase in DD and telling EE that they had not given me 10 working days notice of such an increase I still have not heard back from them, but they haven't taken any DD this month. When I check online my account says next DD is due in May and is still showing the old lower amount.
My switch is due in the next few days but I owe EE money so not sure whether to cancel the DD now or not.

I would leave the DD open as closing could result in you paying the higher tariff. If EE do take the incorrect amount or any amount that you disagree with you can simply reverse the DD at your bank under the guarantee. :-)

Onbudsman

Maxwell007 wrote: »

It seems that only a handful of people including myself have had their 6months bill or final bill or there DD lowed or exit fee waved,


if your unhappy with EE make it Very Clear, take no prisoners, for my part i have now got what I wanted and I’m happy to pay my lowed DD and have received my 6months bill.



[EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL]
[EMAIL="billing@extraenergy.com"]billing@extraenergy.com[/EMAIL]

EE seems to have only started listening to me once I became abusive and started calling them not very nice names. I was told that the call would be terminated in which I said ok, in that case I cannot discuss my account so will have to cancel my agreement with you once you F off. My complaint got put in the priority list which I pointed out had been the case several times. The employee declined to explain how many lists there were! :rotfl:

I do feel for the staff, but lying does really annoy me.

Snowbelle

fussypensioner wrote: »

Definitely cancel the DD now, write and tell them you have done that and that you will pay any money due to them on receipt of a bill. I did this yesterday because I am switiching back to EDF who have asked for meter readings. the meter reading was also entered on the EE website and in my email to them. They can't stop you from cancelling the DD because you have no proof if you owe them money. My next DD was due on 27th for £88, I feel better for taking control of the account and not waiting for EE to get their act together.

Onbudsman wrote: »

I would leave the DD open as closing could result in you paying the higher tariff. If EE do take the incorrect amount or any amount that you disagree with you can simply reverse the DD at your bank under the guarantee. :-)

Hmm decisions, decisions. I know that I owe them money as I recently got a bill and they decided to put the DD up to a ridiculous amount with no explanation or justification so I complained. They eventually responded by email asking me if I had initiated a switch - I replied to them but nothing since and no DD taken this month at all. My other email telling them of my dissatisfaction etc has been ignored.


My switch is due in the next few days so assuming this all goes to plan think I'll hold fire till then then cancel the DD - I'm assuming it would be pretty unreasonable of them to switch me to the standard tariff if I cancel the DD after I have left them?

MABLE

Onbudsman wrote: »

EE seems to have only started listening to me once I became abusive and started calling them not very nice names. I was told that the call would be terminated in which I said ok, in that case I cannot discuss my account so will have to cancel my agreement with you once you F off. My complaint got put in the priority list which I pointed out had been the case several times. The employee declined to explain how many lists there were! :rotfl:

I do feel for the staff, but lying does really annoy me.

I know how you feel but go easy on the staff. Most of them are just the front line troops and are not there to be abused. With me never once did I get abusive and found the nicely approach works better.

Ok it was a long time coming but in the end I achieved my objective
in getting my final bill and refund.