Add your feedback on energy supplier Extra Energy

fussypensioner

According to this website Scottish Power has received the highest number of complaints ever recorded for a UK energy company in a three-month period, according to the latest figures from Citizens Advice.

According to the charity, there were 1,163 complaints about Scottish Power per 100,000 customers in the last three months of 2014 – the highest figure ever recorded against a single supplier – and a new billing system may have been the chief culprit.

and from the MSE Newsletter last week.....

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.

Not a lot of difference in the complaints data and surely in the next 3 months Extra Energy will be up there with the "highest number of complaints ever recorded for a UK Energy company in a three month period"

PS Do EE really have more than 100,000 customers!

wwpaddler

Extra Energy have about 250000 customers according to their latest complaints performance data.
EE have 800+ complaints per 100000 customers.

This info is on their website - look under FAQ's and useful documents.

youravinalarrrf

fussypensioner wrote: »

and from the MSE Newsletter last week.....

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.

I think Extra Energy are probably winning the liccle white lies contest hands down. They also seem to be bloody good at hide and seek as well.

fussypensioner

wwpaddler wrote: »

Extra Energy have about 250000 customers according to their latest complaints performance data.
EE have 800+ complaints per 100000 customers.

This info is on their website - look under FAQ's and useful documents.

You are correct, that is what they say on their website, however, I for one have been told that they had no record of my complaint when I was contacted by ZM at EE after I sent an email to Extra Energie in Germany. That is complaints via phone; the email complaints were automatically acknowledged - but not replied to. Once when I telephoned (last year) and asked for the person I spoke to before, I was told there is nobody here by that name, everything that was discussed in that telephone conversation was not documented - so that's one less complaint then, who knows how many more people they have pulled that little trick on.

The best way to complain is to put it in writing and send it by recorded delivery.

DeeH2015

Joined ExtraEnergy in October last year. Moved house in January and am still waiting for final bill. I have written, phoned (hold time usually in excess of 45 mins), tweeted and today am filing a complaint with the Ombudsman as there's a credit balance on my account by my calculations and I just want this matter closed. The time I have wasted on this in the last 4 months..........

chas1999

DeeH2015 wrote: »

Joined ExtraEnergy in October last year. Moved house in January and am still waiting for final bill. I have written, phoned (hold time usually in excess of 45 mins), tweeted and today am filing a complaint with the Ombudsman as there's a credit balance on my account by my calculations and I just want this matter closed. The time I have wasted on this in the last 4 months..........

Just to let you know what you might be in for:

I switched early from EE in December with a credit balance of over £200 calculated by me as there was no recent bill expecting it to refunded minus exit fees fairly quickly.

8 weeks on (end of February) after numerous phone calls and emails to EE I submitted the Ombudsman official Complaint Form.

Over the next 10 weeks I heard nothing from the Ombudsman. They were ignoring my emailed enquiries.

After that 10 weeks the Ombudsman asked me to resubmit the complaint form.

At the same time, after several more calls to EE, I got a promise of a final bill and refund within 10 working days, not the first time they'd promised that.

During the next week I got and saved a correct Final Bill but their online site showed the bill had been cancelled.

And now for the good news, the first promise they'd kept, exactly 20 weeks after I left and 10 working days after the last promise, I got my refund + waived exit fees + £20 "goodwill" payment.

I still haven't heard from the Ombudsman, or EE, but I've got my money back.

So should I be grateful? I'm 70 quid better off but what about all the time and effort I've spent?

afly

07/05/15 Cancelled bill £214.52 £763.00 CR
07/05/15 Your bill (PDF) £214.52 £548.48 CR
05/05/15 Direct Debit payment £109.00 £763.00 CR
07/04/15 Direct Debit payment £109.00 £654.00 CR
03/03/15 Direct Debit payment £109.00 £545.00 CR
03/02/15 Direct Debit payment £109.00 £436.00 CR
05/01/15 Direct Debit payment £109.00 £327.00 CR
03/12/14 Direct Debit payment £109.00 £218.00 CR
03/11/14 Direct Debit payment £109.00 £109.00 CR


When i view that (cancelled?) bill, it's only elec, all the numbers are blanked out and they havent used any of the submitted readings. Par the course it seems. My failed attempt to get my DD bank details changed has put me off pursuing them directly

Anyone know when the contracts start? ie, what date I can minus 49 days from to switch. I have an email from them saying 'your start date with us is 23 September 2014.'. Can I use that date or am I bound from when they actually started taking payments?

lisa110rry

afly, I can only speak for the plan I'm on, but the September 2015 fix finishes on 30th September 2015, so I should think forty-nine days before that...

Keen_Saver

Awful company, zero customer service.

They overestimated my bills for 500% and when I tried to reduce them down they wouldn't allow me to so I ended up Hundreds in credit so I left them at beginning of March and now they won't give me my credit back despite 20+ calls.

Truly dreadful, avoid.

tommyzulu

In the recent storms the meter reading firm for Extra Energy left my meter cabinet on the outside of the house open, leaving thwe door banging in the wind and allowing alol the electrical equipment inside to get wet. Damage, too.
I have sent THREE emails to the firm including two their Managing Director but they have ignored them all.
I will be sending them a bill in the near future for repairs plus reporting them to the ombudsman for failing to respond to customer complaints.