Add your feedback on energy supplier Extra Energy

Still_thinking_of_a_name

I moved to ExtraEnergy for my domestic fuel in the late summer. The good part was that the switch went smoothly and they took my payments by direct debit without a problem. The remainder was a nightmare.

They have an easy to use online system for everything. I realised in early March that I had not had a bill so I contacted them by an online contact form. There was no reply. I then submitted further contact forms, made phone calls, sent emails to the customer services and even to the CEO. I have been singularly unsuccessful in persuading anyone to send me a bill. I was promised that my bill would be processed as a matter of urgency over a month ago, and I have waited for a customer services supervisor to phone me back since 24 April. Everyone that I speak to at the company is very polite but their failure to deal with anything, be it responding to emails or sending me a bill, is blamed on staff shortages.

I have now given up on them and I decided that the only way to get a bill from them would be to change my suppliers.

Although the prices were keen, I would not recommend Extra Energy and this is based purely on the standards of their customer service.

fussypensioner

MSE_Paloma wrote: »

ExtraEnergy is to begin sending bills on a quarterly basis rather than every six months, following billing complaints ...

Read the full story:

'I'm almost £900 in credit with ExtraEnergy but it's unable to send a bill so I can't pay what I owe'




Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, read our New to Forum? Intro Guide.

This is ridiculous, after reading this report I am even more concerned. How can they provide quarterly bills when they can't even supply bills after 6 months or more. Also their quotes about complaints and how hard they work to resolve them isn't apparent to the people on this forum. They are in denial and its an insult to customers who have not even had any reply to their complaints. As for saying they have the lowest number of complaints of any energy supplier, can we see the figures to prove that please?!

ExtraEnergy says its customer services team is currently dealing with all the complaints and "working hard to resolve them". Ben Jones, managing director at ExtraEnergy, says: "We are proud of our customer service and the fact that we have among the lowest level of complaints of any energy supplier.

AbbieCadabra

genuine question for the people saying that you're planning on leaving when your fixed deal comes to an end, do you really believe that things will have improved in the coming months?

based on the latest posts, i'm glad that i've jumped ship now on my fixed deal that ends in Sept. i have no intention of paying the £50 exit fees & i've told them that.

if you stay, do you really want to risk being in credit & having to literally fight to get what's due to you, just for the sake of a few months?

i have no idea how on earth they plan to manage to increase billing from 6 months to quarterly. can you imagine the pressure on the current staff? any new staff will also be under incredible pressure to learn at lightspeed & be super fast to clear the current backlog, never mind any new queries raised from increased billing.

i wouldn't be at all surprised if EE haven't gone belly-up by Sept, Dec at the latest.

just my opinion, obviously

fussypensioner

All those customers of EE who have a genuine grievance with regard to their bills, please follow the link on the MSE news article to vote:

"According to ExtraEnergy's complaints data, it had less than 1,000 complaints per 100,000 customers in the first three months of 2015, but it has acknowledged that "some customers have experienced problems with billing", while a "tiny minority" of customers have experienced delays in refunds being returned after they've switched away from the provider"

However it wouldn't give us the exact figures of those affected.

Is your energy company's service any good? poll to rate your provider's service over the past six months.

http://www.moneysavingexpert.com/poll/11-05-2015/is-your-energy-companys-service-any-good

AbbieCadabra

currently the worst results of the whole table!

Extra Energy (84 votes)
Great 12 votes (14%)
OK 19 votes (23%)
Poor 53 votes (63%)

even Npower & ScottishPower are above them, which takes some doing looking at just the complaints on here about those 2...

fussypensioner

Meanwhile, over on the Energy Advisory Service UK website, Extra Energy are getting miffed about the reviews they have received on that website. It makes interesting reading.


http://energy-advise.com/2015/05/12/email-from-extra-energy/#comment-102628

AbbieCadabra

instead of spending time chasing down possibly false reviews & threatening legal action, it might be better spending that time actually improving their customer service & system issues. unbelievable!

chas1999

fussypensioner wrote: »

Meanwhile, over on the Energy Advisory Service UK website, Extra Energy are getting miffed about the reviews they have received on that website. It makes interesting reading.
http://energy-advise.com/2015/05/12/email-from-extra-energy/#comment-102628

Yes, it is interesting reading. I wish they'd put as much effort into putting things right instead of long threatening emails about individual and their blogs. The linked webpage shows:

extraenergy review
Extra EnergyExtra Energy 3.1/10
SWITCHING PROCESS 1/10
CUSTOMER SERVICE 1/10
BILLING 1/10
PRICE 9.5/10
PROS
- Good Price
CONS
- Poor Billing System
- Poor Switching Process
- Poor Customer Service
- New to Energy Market

which just about sums them up.

chas1999

However, I do have some good news. I have a credit showing today in my bank account. The bank show no details as to where it's come from but the amount is the same as my Final Bill (the EE website has for several days shown that bill as cancelled) plus the £70 promised goodwill payment which includes refunded exit fees.

I was promised this a couple of weeks ago but the cancellation of my bill made me think I was back to square one.

So after 140 days, that's 20 weeks or nearly 5 months, I appear to have everything I want and in fact I'm £70 better off than I would have been in they'd done it properly in the first place.

I dealt with just one person at EE at the end. She was great to talk to, understanding, and helpful and I believed what she promised. EE you need more like her. I won't name her but her initials are ZM which should identify her. Give her a pay rise and employ more like her.

fussypensioner

chas1999 wrote: »

I dealt with just one person at EE at the end. She was great to talk to, understanding, and helpful and I believed what she promised. EE you need more like her. I won't name her but her initials are ZM which should identify her. Give her a pay rise and employ more like her.

:j Pleased that everything is sorted for you, its been a long haul. I had ZM as well, she responded to the email I sent to Germany in April. Yes she apologised and was very sympathetic and she knew my reasons for switching back to EDF, however, she did promises to phone me again in 2 weeks to make sure everything was going smoothly, but she didn't. My switch is complete I only hope that when I eventually get the final bill it is correct and they haven't messed up the meter readings again.