Add your feedback on energy supplier Extra Energy

wwpaddler

Similar problems on just electric. I joined on 1/5/14. Got my 1st bill in Jan but it only covered the 5.5 months to mid October. Grossly over exaggerated my expected consumption and increased DD from £35 to £47. Been trying to get my DD reduced back to £35 ever since. Have given up emailing as they never respond. Normal customer service said they would reduce it but failed multiple times so now in the hands of the complaint team who are never available and never call back. Waiting to escalate to management then ombudsman.

Have just worked out my years consumption since joining and if they'd kept the DD at £35 I'd only be £12 in credit instead of £60.

MABLE

Mum in law joined 6 June 2014 and never has received a bill.

busybee100

Thank you for your replies. Mine's similar to wwpaddler's then only ee estimated correctly and suggested a lower dd. I'll post when it goes out on the 10th.

fussypensioner

How strange, just viewed my account on EE website and the final meter readings I entered on 13/04 for dual fuel have been slightly altered by EE. The electric has been changed to your last reading on 14/04 reads 13138.8. whereas I entered it on 13/04 and it read 13130. The gas remains as I entered it on 13/04.

A minuscule increase but why didn't they take both meter readings on the same day I entered them. (Time for another screen shot..)

MABLE

fussypensioner wrote: »

How strange, just viewed my account on EE website and the final meter readings I entered on 13/04 for dual fuel have been slightly altered by EE. The electric has been changed to your last reading on 14/04 reads 13138.8. whereas I entered it on 13/04 and it read 13130. The gas remains as I entered it on 13/04.

A minuscule increase but why didn't they take both meter readings on the same day I entered them. (Time for another screen shot..)

My Electric final reading was decreased even though I gave them an actual reading because the industry standard said I could have not used that much.

JohntyRingwood

A dreadful company, I joined them only on 25/09/2014. I have rung up no less than 5 times asking for a bill, which I was told you get after 6 months. Rang back after 6 months to be told they are running behind on billing. I have today 5th May received a bill from 25/09/2014 to 27/12/2014 (for 3 months billing (which is the winter period) which is 3 months late to be told I am in debit for £253 and to increase my monthly payments by £39. I put on their system my meter reads every month without fail. My gripe is not getting a bill for 9 months, No energy tracking system. Extremely bad customer service.
However, I ‘m glad when I joined it was cheapest fuel rate V1with no exit fees, as I am now off to GB energy at a cheaper rate than EE (at Martin’s recommendations) and what seems so far, to be 5 star at customer service. Can’t wait to get away from EE.

Tara180

MABLE wrote: »

My Electric final reading was decreased even though I gave them an actual reading because the industry standard said I could have not used that much.

They seem to be good at 'fiddling' the readings. My final gas read of 16473 was less than the start (estimated by previous supplier) of 16518. That threw them, so they got in touch with previous supplier, agreed new read of 16518 so that I still had to pay for my gas to EE. I got a refund from previous supplier as a result, as I had already paid the higher estimated usage to them.

Despite all of that, they still could not produce the final bill, what a surprise!

Waiting for small claims court ruling to get my money back from them. They still haven't paid, filed acknowledgment of the service, dispute, admit they owe me money nor reply! They have until the 16th to reply.


Watch this space!

sparks_mot

Although I keep sending meter readings every 4 weeks Extraenergy do not update my account as to whether I'm in credit or debit, this after 7 months, so as far as I can see I'm about £500 in credit. I don't think I will renew at the end of my contract...:mad:

Bigwigg

Well just to update on my case - brief recap - joined EE in April 2014 - never received any bill at all - left on 13th of April to EDF - still awaiting a bill! Was promised a final bill in April!

chas1999

chas1999 wrote: »

Well, well, well, what a surprise, a Final Bill in my email this morning, just 104 days after I left them.

Not only that, it's correct and they've refunded the Government Rebate.

I phoned this morning. They say I will get the refund "probably" next week and they've passed on my request to waive the exit fees. No promises this time.

Here's my latest, now into my 5th month of waiting for the money they owe me. I did get a final bill and a telephone call promising the refund in within 10 working days.

Guess what! 4 weeks on, I'm back from holiday, and there's nothing in my bank account. And not only that my EE online account summary shows they have tried to take a direct debit payment of £388 from me, despite that summary showing me to be in credit. Fortunately I had cancelled the DD beforehand.

Today I called them and got a call back from the same person I spoke to last time.

And you've guessed it. I've been promised it will be paid within 10 working days. Not only that they are confident I will also get a £70 goodwill payment which includes the waiving of exit fees. I was promised an email today confirming all this.

No email has arrived so I'm back on this forum again. I wonder what my chances are.

We seem to have acquired quite a few more "moaning minnies", as an earlier poster called us, since I last posted.

New contributors be assured EE can get some things right - they are very good at taking money from your bank account, but they don't seem to be able to do anything else.

Now, I just checked my account and they have cancelled my final bill.