Add your feedback on energy supplier Extra Energy

rogcal

Well, after a quick discussion with my secret contact at Extra Energy, all my billing issues have been resolved and like the good customer I am, they now have my money. Boo, hoo!

See you lot in July when I start the ball rolling all over again when I submit my next quarterly meter reading.:)

soccerbabe

I am battling to get my £400 credit back from EE. Really need this money. I've been on the phone 3 times today getting passed around and still no further. Senior customer advisor said that everybody has this problem - it's scandalous.
Can anybody advise?

fussypensioner

" Senior customer advisor said that everybody has this problem "

Sounds almost like they are bragging about it. Its hardly the right response to give you confidence in them, is it.:huh:

Onbudsman

soccerbabe wrote: »

I am battling to get my £400 credit back from EE. Really need this money. I've been on the phone 3 times today getting passed around and still no further. Senior customer advisor said that everybody has this problem - it's scandalous.
Can anybody advise?

Depends on your circumstance:

* Are you still a customer?
* Have you had a bill
* Is your account in credit as they havent billed you so far.

If your account simply says credit as you havent been billed then the £400 isnt credit.

If you have left and you have a £400 surplus after being billed, then you can always go online to the small claims court as mentioned further back in the drama.

Or you could bombard EE using the contact details in previous posts with lovely kind emails.
Or phone them repeatedly all day till such a time someone takes note in EE.

You are not alone im afraid to say.

Just dont leave EE in credit seems to be an easier solution to fixing their problem for them.

Onbudsman

Onbudsman wrote: »

Just a note to all those thinking of abandoning EE close to when your contract is up, the below will be useful in deciding when to leave

Please remember, do not leave EE in credit. Ensure that you are in debit by as much as possible. Do not Pay EE or chase them till the bandits create a fully correct bill that you are happy with.

Energy firms can't charge exit penalties within 49 days of a fix ending. On a cheap fixed energy deal? You needn't wait to the last day to avoid exit fees as rules state that 49 days before your fix ends, you're allowed to switch without penalty.

Can I also just mention/update in regards to my case with EE:

My complaint/complaints seem to have gone on deaf ears, I have not had any communication from EE in regards to my complaints whatsoever even though their email replies clearly state 10 working days. (very poor)
I emailed on the 27/03/2015. So, I will go off their website information which is below. If we work on weeks that actually takes us to today>> (4Weeks).

I havent heard from EE to say that they will need longer! (surprise surprise)

"How long does the complaints process take and what to expect…
We'll aim to get things put right as soon as possible. This will typically take within four weeks, but we’ll contact you if we think it may take longer. Following the review of your case we may take the following action: Provide you with an apology. Give you an explanation of the problem, why it occurred and what we're doing to fix it. Take appropriate action. This could be to put things right for you and also to ensure the same thing doesn’t happen for someone else. There may be some circumstances that we feel it appropriate to award financial compensation. You can download our latest complaints performance report here" << The report isnt there, its vanished!

I still haven't heard anything from EE, not that I am expecting them to actually reply to my complaints as they dont actually care to be honest. It would seem EE employees have also had enough of the working conditions.

Over 4 weeks EE and no reply to my complaints.

MABLE

Onbudsman wrote: »

I still haven't heard anything from EE, not that I am expecting them to actually reply to my complaints as they dont actually care to be honest. It would seem EE employees have also had enough of the working conditions.

Over 4 weeks EE and no reply to my complaints.

As you know I had many issues but in the end got my exit fees waived.
I transferred to Npower and within 3 months had received £75 in goodwill payments from them. Now with E.ON and no issues.

In my case I did quite well in the end. Don't forget even it it means sending the same email to them over and over again do it.

fussypensioner

You can download our latest complaints performance report here" << The report isnt there, its vanished!

it is still there Ombudsman under "useful documents" > complaints performance >
Take a look at our latest complaints performance report.
Download here:

Q4 2014 they reckoned that 73% of complaints were resolved in 8 weeks, which I think is the Industry standard after which you can contact the Ombudsuman. The next quarter will make interesting reading....

townfan63_PTF

I'm having the same problem obtaining a final bill from Extra Energy too since switching from them a few months ago despite emailing/telephoning on a regular basis.
I have also taken the step of cancelling my DD as I don't trust them.


Is there a time limit after switching that they must provide you with a final bill or they can go whistle??

Onbudsman

MABLE wrote: »

As you know I had many issues but in the end got my exit fees waived.
I transferred to Npower and within 3 months had received £75 in goodwill payments from them. Now with E.ON and no issues.

In my case I did quite well in the end. Don't forget even it it means sending the same email to them over and over again do it.

Im just going to leave for now as they obviously dont have time to respond in the normal way to their customers,just a test to be honest to see if someone ever does come back to me. If not then I have a case if needs be against EE. I should be fine as I will certainly cancel my last DD with EE if im still in credit in 3 months time so I leave on balanced books.

Ive just done all my workings out to the pence and even with the lowered DD and my reversing of the last DD im still in credit. I think my 50" Samsung plasma was using some wattage, that broke 3 weeks ago and my leccy usage has dropped some what. :cool:
Im saving my pennies for a lovely 55" LED energy A++ saver lol Im making do with a 32", how dinky it looks :shhh:

fussypensioner

townfan63_PTF wrote: »

I'm having the same problem obtaining a final bill from Extra Energy too since switching from them a few months ago despite emailing/telephoning on a regular basis.
I have also taken the step of cancelling my DD as I don't trust them.


Is there a time limit after switching that they must provide you with a final bill or they can go whistle??

According to their website they will issue you with a bill every six months but they must provide you with a bill on the anniversary of your start date with them. If you read back a good few pages you will see that also there is a time limit on "back billing". So, if you are in credit you are lucky. The key is to cancel the DD which you have done.