Add your feedback on energy supplier Extra Energy

Onbudsman

fussypensioner wrote: »

2014
Npower has run up huge backlog of bills that have not been processed
Customers could be forced to find hundreds of pounds out of the blue
Ofgem opens probe into Npower’s 'prolonged customer service failings'
Regulator says if it doesn't clear backlog it could be hit with telesales ban

Energy supplier SSE has been fined £10.5m by the regulator Ofgem for mis-selling gas and electricity.

EDF to pay £3m in compensation after Ofgem inquiry

British Gas fined £11.1m by Ofgem for energy efficiency delays

Energy giant E.On is to pay out £12m to some of its customers following an investigation into mis-selling by the industry regulator.

Npower must report monthly to Ofgem on progress in reducing billing backlog

It seems that most of the large energy suppliers have got or had problems, we hope they learn from their mistakes and make things better for their customers. The new kids on the block like EE are following suit and it can only be a matter of time before we see the same headlines. The industry needs a shake up and do we see any politician offering to do this in the run up to the election? answers on a post card please. Apologies if I have gone of the subject somewhat.

Not fully gone off topic though as EE seem to have a lot of NPower people who have moved over to EE in varying positions. EE know what they are doing, dont think for one minute that they could not work out their sums. X= y amount of bills. Money, money, money.

Why bother billing if you can still turnover millions without much risk than a fine which is pennies in comparision.

hra_2

Caroline Flint?
http://www.publications.parliament.uk/pa/cm201415/cmhansrd/cm140903/debtext/140903-0001.htm
at column 292.
She came up with a proposal to give the regulator further powers to shut down energy companies which flouted the rules (or continued to flout different rules or the same rule in different ways). To cut a long story short the main resistance seemed to be what to do with all the customers if a firm had to be shut down. Supposedly.

chas1999

Onbudsman wrote: »

Why bother billing if you can still turnover millions without much risk than a fine which is pennies in comparision.

I've heard of rule regarding back-billing where energy companies cannot bill for more than 12 months use.

Can anyone confirm or explain this rule.

If it is so then EE with their inability to produce all but a few bills could have a problem with it, with customers not having to pay for some of their usage.

Catslovelycats

chas1999 wrote: »

I've heard of rule regarding back-billing where energy companies cannot bill for more than 12 months use.

Can anyone confirm or explain this rule.

If it is so then EE with their inability to produce all but a few bills could have a problem with it, with customers not having to pay for some of their usage.

I might be wrong, but I think someone posted on a much earlier post that this is something companies choose whether to sign up to or not. If so, I doubt EE have!

fussypensioner

chas1999 wrote: »

I've heard of rule regarding back-billing where energy companies cannot bill for more than 12 months use.

Can anyone confirm or explain this rule.

If it is so then EE with their inability to produce all but a few bills could have a problem with it, with customers not having to pay for some of their usage.

Yes, catslovelycats is correct it was mentioned around 8 pages back, but somebody said that its only the big 6 who have voluntarily signed up. The new companies are probably given time to establish themselves properly.

hra_2

If Extra Energy are claiming they only have a commitment to bill once a year, here is some ammunition perhaps:

For a start here is what the FAQs advertise on their own website:
http://www.extraenergy.com/home/faq/bills-and-payments
so as a minimum, six-montly billing with on-demand DD re-assessments "being tested" so that their payments are accurate.

Their contract goes on to say (3.1(d)) "We will review your Direct Debit payment regularly to ensure your fixed payments are accurate" and also that customers joining in winter will have an automatic reduction in the spring.

So there is a clear expectation of accurate DD payments both from the FAQs and the contract. And as EE are saying they are in the process of making on-demand billing available in the interests of accuracy, this certainly contradicts any claim that they only have an obligation to bill once a year.

footyguy

chas1999 wrote: »

I've heard of rule regarding back-billing where energy companies cannot bill for more than 12 months use.

Can anyone confirm or explain this rule.

If it is so then EE with their inability to produce all but a few bills could have a problem with it, with customers not having to pay for some of their usage.

http://www.energy-uk.org.uk/files/docs/Factsheets%20and%20guides/back_billing_consumer_guide.pdf

Worth a read, as too many people don't really understand it.

gren05

After 7 posts to date re EE I thought I would update...

Finished with EE on the 5th December 2014....(never received a single Bill)
After Numerous phone calls & emails requesting Final Bill (& involving Ombundsman) I finally received a Final Bill on the 2nd March 2015 showing I was in credit by £279 , bottom of the bill said that all monies would be credited by the 11th March.
No Money was paid into my account.

Like others I then had the £12 Government Rebate taken from my account.
Yet again I phoned them asking for the adjustment to be made & told them I wanted my money credited back to me immediately.
I was then told my account would be credited with the £12 & that my exit fee would be waivered & the £279 would be in my account by the 7th April.....

Guess What ....NOTHING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Yet again I have been in contact with them (guess what ???? the person that I have been dealing with over the last month I have now been told is no longer in the complaints team but back in customer support!!!)

Something is happening on my account because it now shows that I am £500+ in credit ......(although I know this is wrong)

Contacted Senior Advisor of Complaints team went through whole story last week & this morning received this email

''Sorry again we don’t have your refund yet. As I said in my last email the final bill was produced with the exit fees. I have requested a new bill without exit fees and am still waiting for it. As soon as I have it in my hand I will call you.''

Thanks again for your patience.
Kind Regards

Senior Advisor
Complaints Team

How long does it take to produce a Bill minus exit fees????????

It is disgusting & totally unacceptable that in this day & age a company Like EE can hold on to your money , make false promises & you are helpless.

To all those considering a move to them.....AVOID AT ALL COST !!!

You will regret it.....

Snowbelle

My switch has gone through without a single hitch and the best bit is I owe EE and haven't heard anything from them.......I'll just sit back and wait for them to contact me now.

extraenergy

I’m sorry that you’re unhappy with the service you’ve received, I’d be more than happy to help. If you email me your name, account details, contact details and MSE name to blogresponse@extraenergy.com I’ll look into this for you.