Add your feedback on energy supplier Extra Energy

pawpurrs

Left five weeks ago still no final bill, have had £30 bad service credit, but they are totally inept.

Snowbelle

Had a strange email which landed in my junk box saying my complaint has been passed to the complaints management team and I have been assigned a customer complaints handler. Very odd since I am no longer with EE and I haven't made a complaint - just asked for a final bill.

AbbieCadabra

probably every correspondence they're receiving at the moment is a complaint so it's easier to treat everything the same?! my switch was a month ago now & no update received from EE & the online account looks just the same, time for my complaint now i think

Onbudsman

Ive had 3 replies this week.

1 voicemail saying that EE rep would be in touch Friday with an update > no phone call as you guessed.
2 emails, 1 reply which didnt make much sense if they had read my email correctly, and also several excuses/reasons for not yet getting my 6 month bill. Again if EE read my emails it states clearly that I did not want excuses......
Last reply was just an email saying its taking longer than normal to process my complaint and that I can now report as its been 8 weeks. Hmmm excuse me EE its been 11 weeks but they obviously dont count phone calls as complaints do they.

EE is not getting any better, in fact I prefer them to ignore me as their replies are a joke and very hard to understand by the poor ability to write to a standard above a 5 year old in primary school.

No, I dont want a final bill either EE, just a 6 month bill will suffice for now as im still currently a customer you bunch of morons. However feel free to start my closing bill now as you never know, it may be ready in 4 months time when I need it.

fussypensioner

Onbudsman wrote: »

Ive had 3 replies this week.

1 voicemail saying that EE rep would be in touch Friday with an update > no phone call as you guessed.
2 emails, 1 reply which didnt make much sense if they had read my email correctly, and also several excuses/reasons for not yet getting my 6 month bill. Again if EE read my emails it states clearly that I did not want excuses......
Last reply was just an email saying its taking longer than normal to process my complaint and that I can now report as its been 8 weeks. Hmmm excuse me EE its been 11 weeks but they obviously dont count phone calls as complaints do they.

EE is not getting any better, in fact I prefer them to ignore me as their replies are a joke and very hard to understand by the poor ability to write to a standard above a 5 year old in primary school.

No, I dont want a final bill either EE, just a 6 month bill will suffice for now as im still currently a customer you bunch of morons. However feel free to start my closing bill now as you never know, it may be ready in 4 months time when I need it.

Not sure what your position is but why don't you switch away from them now and cancel the DD before your account is in credit. You can get £30 cash back from the MSE club. I did this after only 7 months because of reading all the complaints also I didn't want them owing me money.

Snowbelle

AbbieCadabra wrote: »

probably every correspondence they're receiving at the moment is a complaint so it's easier to treat everything the same?! my switch was a month ago now & no update received from EE & the online account looks just the same, time for my complaint now i think

My online account has changed in that the readings are no longer there and they have updated the DD saying the next one is due in June at a higher amount.

Onbudsman

fussypensioner wrote: »

Not sure what your position is but why don't you switch away from them now and cancel the DD before your account is in credit. You can get £30 cash back from the MSE club. I did this after only 7 months because of reading all the complaints also I didn't want them owing me money.

My position can be looked at by using the little search function on the forum.
There are many messages, some useful stretching back some distance now so I am fully aware about what EE do or should I say dont do.

I am leaving for gas as found a much better deal, leaving electric for now so I can see the state of my account.

AbbieCadabra

Snowbelle wrote: »

My online account has changed in that the readings are no longer there and they have updated the DD saying the next one is due in June at a higher amount.

my last readings still show & everything else looks the same to me, can't see anything that indicates i've switched away.

have you calculated your final charges? i cancelled my DD in April as i knew i was moving & didn't want to risk being in any credit with them. think i owe them a small amount up to final reads, which is where i wanted to be.

Snowbelle

AbbieCadabra wrote: »

my last readings still show & everything else looks the same to me, can't see anything that indicates i've switched away.

have you calculated your final charges? i cancelled my DD in April as i knew i was moving & didn't want to risk being in any credit with them. think i owe them a small amount up to final reads, which is where i wanted to be.

Yes I meticulously planned my switch so that I owe them money.
I cancelled my DD before switching as they sent me a bill and decided to increase the DD without any justification as to how they had arrived at such an amount. I did ring/email and tell them about my switch and that I was cancelling my DD. I told them I will pay what I owe when they send a final bill. I don't trust them to leave the DD there for them to take what they like.

Catslovelycats

Just wondering: has anyone contacted BBC's Watchdog about thsi company?