Add your feedback on energy supplier Extra Energy

angyb11

i hope it doesn't go the other way for her

secretov

I have just spoken to a nice gentleman by the name of Mohammed Ali Hussain from the Birmigham Customer Service team working for EE.

I explained that despite several calls requesting a final bill, I have yet to receive one. He has advised me that although I have contacted EE five or six times in the last month, they do not have any records of my call, despite my initial complaint 2 weeks ago, where my details were taken, still there are no records of this? However, Mohammed has promised me that he will put me on a spreadsheet which will take priority over other people waiting in order to expedite my request for the final bill. He seemed a charming young man, he was very polite. However, I take what he has said with a pinch of salt.

My only grace is that I have cancelled my direct debit and I have now moved to Sainsbury's which in contrast is heaven.

It seems to me like they just don't know what they are doing. Thank goodness I was only with them for 3 months. I can't imagine what other people are going through.

I don't expect I will hear from them any time soon.

EDIT: - I have just sent an email to blogresponse@extraenergy.com with my details.

fussypensioner

Quote "I explained that despite several calls requesting a final bill, I have yet to receive one. He has advised me that although I have contacted EE five or six times in the last month, they do not have any records of my call, despite my initial complaint 2 weeks ago, where my details were taken, still there are no records of this? However, Mohammed has promised me that he will put me on a spreadsheet which will take priority over other people waiting in order to expedite my request for the final bill.

It seems to me like they just don't know what they are doing. Thank goodness I was only with them for 3 months. I can't imagine what other people are going through.

I don't expect I will hear from them any time soon.

EDIT: - I have just sent an email to blogresponse@extraenergy.com with my details.[/QUOTE]


After sending an email to EE parent company in Germany I got a call from Birmingham about my complaint. I was also told they had no record of any complaint from me (despite 3 emails and 1 phone call). I was also told that I would be contacted again in 2 weeks to make sure that my early switch away to another supplier was going smoothly. This hasn't happened. Not bothered because EDF have taken my meter readings and started from there. I also cancelled the DD when I knew the switch date so fortunately I owe them money. Not providing a bill when you switch can be a problem because instead of taking the balance you owe them from the last DD they are still taking the default amount and have been known to keep taking the DD even though you are not a customer anymore. Then of course if they owe you money you have a problem. To solve the problems they have created they just need to issue bills to customer's in a timely manner. They don't have the capacity to do this and should not be in business.
Hope Sainsbury's (also known as British Gas) works out for you, have you looked at the feedback for them on this website?

secretov

No I have not looked at their feedback but at least they answer their calls within a couple of minutes, that has to be something.

rogcal

secretov wrote: »

No I have not looked at their feedback but at least they answer their calls within a couple of minutes, that has to be something.

A bit like saying the executioner smiled at me before he swung the axe!

Give it some time and you will learn that promises are easy to make but hard to meet when it comes to Extra Energy.

MABLE

If you want lip service then look no further than EE. They are excellent at it.

Hern

secretov wrote: »

. . . I have just spoken to a nice gentleman. . . from the Birmigham Customer Service team working for EE.

I explained that despite several calls requesting a final bill, I have yet to receive one. He has advised me that although I have contacted EE five or six times in the last month, they do not have any records of my call, despite my initial complaint 2 weeks ago, where my details were taken, still there are no records of this?

I've already posted on another thread about this, because legal advice we took years ago was emphatic that ANY kind of telephone conversation with an energy supplier is a waste of time -- in some cases, the waste of an enormous amount of time.

Telephone conversations do not count for the legal record. Even if you record 'em there can be arguments about the nature of the recording equipment, whether mutual consent informed the recording, etc etc.

We NEVER phone an energy supplier about anything that is the subject of a complaint. To do so is to play the game the suppliers' way. Instead, we file online complaints and screen shot them, then back up the virtual record with an actual record by sending a letter to the supplier by receipted Royal Mail Next Day certified delivery.

Why on earth so many, many energy supply customers spend their days on utterly pointless telephone calls is beyond me. A telephone call can be forgotten, misinterpreted, mis-allocated and its nature subsequently misrepresented. The Ombudsman service requires evidence of proven fact. Not 'I rang the supplier and they said this, that or the other'. The UK Courts service likewise requires the same.

secretov wrote: »

My only grace is that I have cancelled my direct debit and I have now moved to Sainsbury's which in contrast is heaven.

You may wish to change your user name to Custer. After all, you need Sainsbury's Energy the way he needed more Indians. . .

Onbudsman

Boohoo wrote: »

I have a thread on MSE about my dad's problems with EE.
This Friday he would of been with EE for 1 year. In that time he has not had a gas bill but has called/emailed asking for one.
Yesterday he rings me up saying he is overdrawn and the reason why is EE have taken the DD out on 28/04/2015 and not the 1st of the month which is this Friday.
Last night I checked his bank and its correct. I checked his EE account and they have taken out the £86 a few days early.
All his pensions money goes in on the last day of the month and he has a free overdraft but its not the point is it?
I have sent emails off to EE but I wont hold my breathe waiting for a reply.

If EE have taken monies on the incorrect date as agreed with them, then this is covered under the DD guarantee. Go to the bank and reverse the unauthorised transaction. Money will be reversed the same day.

Onbudsman

Hern wrote: »

I've already posted on another thread about this, because legal advice we took years ago was emphatic that ANY kind of telephone conversation with an energy supplier is a waste of time -- in some cases, the waste of an enormous amount of time.

Telephone conversations do not count for the legal record. Even if you record 'em there can be arguments about the nature of the recording equipment, whether mutual consent informed the recording, etc etc.

We NEVER phone an energy supplier about anything that is the subject of a complaint. To do so is to play the game the suppliers' way. Instead, we file online complaints and screen shot them, then back up the virtual record with an actual record by sending a letter to the supplier by receipted Royal Mail Next Day certified delivery.

Why on earth so many, many energy supply customers spend their days on utterly pointless telephone calls is beyond me. A telephone call can be forgotten, misinterpreted, mis-allocated and its nature subsequently misrepresented. The Ombudsman service requires evidence of proven fact. Not 'I rang the supplier and they said this, that or the other'. The UK Courts service likewise requires the same.



You may wish to change your user name to Custer. After all, you need Sainsbury's Energy the way he needed more Indians. . .

You get to speak to someone at least from EE by phoning them, emailing EE doesnt seem to warrant a reply in any form....

Snowbelle

I got an email from EE apologising for the delay re my final bill and they were going to get the bill out to me as soon as possible. My switch has only just taken place and I owe them money.