Add your feedback on energy supplier Extra Energy

Tara180

lisa110rry wrote: »

Well, I'm back. In fact I've got a couple of problems with EE.

The first is laughable (to someone who develops database cost recovery systems on large construction projects). My April reading was something like 9959. My reading today (yes I'm a bit late) was 0054. I can't enter this reading because it's "less than the previous reading".

The second issue is rather more substantial. I got a bill on 22nd April, it was correct, I checked it against my spreadsheet. However they have included this quote:

"If you're on a fixed price tariff with less than 365 days remaining, we've estimate your personal projection based on the rest of the year spent on our variable tariff."

On this basis, they are raising my monthly payment from £118 to £165, or trying to, as from 1st June.

To me this sounds like breach of Contract. They are raising my monthly payment based upon something which hasn't happened yet - ie I have no contract with them post 30th September. Perfectly acceptable to change my tariff post 30th September, ie on 1st October (if I am still with them then, which I won't be).

I phoned Citizens' Advice and the operative agreed with me (I told him the story, I did not mention breach as I didn't want to sway his answer). He said I should write a complaint telling EE that they were in breach and that we want performance or failing that, damages, in this case to leave EE without penalty. I have done so, and I have sent the letter to both their Registered Office and to their office in Ashby de la Zouch (signed for). I have given them fourteen days to reply.

Time will tell...

GOOD LUCK with your complaint, people don't get far with EE through their complaint process. Have a look at this thread, they even don't comply with ombudsman's ruling!

MEMBER02

Tara180 wrote: »

GOOD LUCK with your complaint, people don't get far with EE through their complaint process. Have a look at this thread, they even don't comply with ombudsman's ruling!

Looks as if ill have to get the ombudsmans decision enforced in court as nothing is happening with my account,I think its bad that they ignore ombudsmans decisions but ill fight them til i get my cash!!

Tara180

MEMBER02 wrote: »

Looks as if ill have to get the ombudsmans decision enforced in court as nothing is happening with my account,I think its bad that they ignore ombudsmans decisions but ill fight them til i get my cash!!

Go for it, at least they can't ignore the court order!

Tara180

Got an email today, saying my first (and only!) bill is available to view online. I have already seen it, it was emailed to me on Friday.
Website is down! Everybody is rushing to see their bills!

hra_2

chas1999 wrote: »

Obviously I'm not bothered about that but if EE are doing this for everybody that's over £40k per 100,000 accounts per year, assuming my figures are average (c17,000 kwh per year).

Here's what happened when this occurred on a large scale with some of the big 6 in 2013 (if you read past the not very helpful title):

http://www.telegraph.co.uk/finance/personalfinance/household-bills/10135668/Millions-overcharged-because-of-weak-gas.html

And that's just the issue of the extra decimal places, not the question whether the CV is inflated as well.

Paulbluenose

I have had exactly the same issue with EE. I had to phone 2/3 times requesting they sent me the 6 monthly bill, it eventually arrived 10 weeks late. They also stated they would increase my standing order by £19 a month despite the fact that the gas heating has been turned off and the 1 year contract concludes in August.
I have e-mailed EE twice asking them to reverse this increase, no reply. I have contacted Citizens Advice Bureau and received similar advice.
The Customer Service Reps you speak to are very polite, but have no authority to do any thing.
One Rep I spoke to said he agreed with everything l said, but he could only pass on my comments to the finance dept.

Onbudsman

Paulbluenose wrote: »

I have had exactly the same issue with EE. I had to phone 2/3 times requesting they sent me the 6 monthly bill, it eventually arrived 10 weeks late. They also stated they would increase my standing order by £19 a month despite the fact that the gas heating has been turned off and the 1 year contract concludes in August.
I have e-mailed EE twice asking them to reverse this increase, no reply. I have contacted Citizens Advice Bureau and received similar advice.
The Customer Service Reps you speak to are very polite, but have no authority to do any thing.
One Rep I spoke to said he agreed with everything l said, but he could only pass on my comments to the finance dept.

Strange, this sounds just like my story except:

* No reply from EE ref complaints
* No 6 month bill >> now about 10 weeks on >> No bill

Hopefully my gas supply switches sooner rather than later but im certainly not looking forward to what is expected of my bill, if one arrives anyway.

fussypensioner

to all the newbies with complaints you can vote on the "is your energy company's service any good" poll on this website:



http://www.moneysavingexpert.com/poll/11-05-2015/is-your-energy-companys-service-any-good?_ga=1.105339264.2010914619.1431627486

So far EE has 191 "poor" votes

MEMBER02

fussypensioner wrote: »

to all the newbies with complaints you can vote on the "is your energy company's service any good" poll on this website:



http://www.moneysavingexpert.com/poll/11-05-2015/is-your-energy-companys-service-any-good?_ga=1.105339264.2010914619.1431627486

So far EE has 191 "poor" votes

Just voted

hra_2

Back on the calorific value issue, our latest bill uses 39.9411 for region SO for a 6-month period to March 2015 which I make 39.2 from National Grid. That is enough difference to mean we have been overcharged about £10 (if correct). We are in an unusual position of having another property in the same road with a different supplier whose bills which cover most of the period have a CV of 39.1 or 39.2.
Maybe the problem is more obvious with some regions than others?
The issue is more obvious on this bill than the previous one.