Add your feedback on energy supplier Extra Energy

charlysez

Had an email to say my bill was available for viewing on line, it wasnt there for several days. Then it was estimated, yet there were readings by a meter reader also available on my account.

I rang to query the estimated bill, its 0800 number fortunately as it took several attempts and a lot of time on hold to get to speak to someone. That someone was very helpful and agreed there had been a mistake, agreed a new bill would be issued. Later that day this person called me to give me an update that the billed had been cancelled and the amount would not be taken from my bank until the new bill was released. Must say I was very pleased.

The amount WAS taken from my account and no new bill issued as yet, when I called yesterday I was told adamantly that no money had been taken and I should check with my bank, after explaining on was logged on to my account at that time and money had been taken he told me to use the DD claimback with my bank, shocking attitude and didnt listen to a word I said.

I did use the claimback, even though I know I will have to pay the new bill soon, I didnt trust them to take the difference and didnt want them having several hundred pounds of my money.

Yes the prices are very competitive and as always the person in the call centre determines our view of the company, I will give them a while longer as no major drama yet, keep my fingers crossed next time a ring the first person I dealt with will answer the phone.

MABLE

Mum in law thought she was in debit by about £600. However I now find on checking her meter it is metric and not imperial. A revised calculation now puts in her in credit by £100. Result misery if she decides to leave now.

However I have advised her to stay put at least until the credit has disappeared. Next week she will have been with them for 12 months and has still never had a bill.

molerat

I have just noticed on the on line account that my daughter's dd amount has been increased. No bill or any notification e-mail, just a different amount showing to be taken on 1st June. At least it will slightly decrease the large debit that will be there at the end of contract.

Onbudsman

MABLE wrote: »

Mum in law thought she was in debit by about £600. However I now find on checking her meter it is metric and not imperial. A revised calculation now puts in her in credit by £100. Result misery if she decides to leave now.

However I have advised her to stay put at least until the credit has disappeared. Next week she will have been with them for 12 months and has still never had a bill.

Dont waste anytime in reducing that direct debit Mable, summer months will likely increase that surplus credit which is taking your mum in law into the danger zone.

EE will likely tell you to wait till they create you a bill which is very unlikely to happen.
It will be interesting to see if EE come up with a 12 month bill though as if not then they are breaking legalities to a high degree.

Onbudsman

molerat wrote: »

I have just noticed on the on line account that my daughter's dd amount has been increased. No bill or any notification e-mail, just a different amount showing to be taken on 1st June. At least it will slightly decrease the large debit that will be there at the end of contract.

Hello molerat, if EE have illegally altered the DD amount and not followed the terms of the agreement then they are in breach.
Keep your hard earned money in a savings account till such a time EE create you a correct bill, thats if they ever do.

If EE have altered the DD without agreement then you should report them to the banking societies so they can be vetted more closely for wrong practices.

No bill = no payment.

Direct Debit Guarantee

Your rights

Organisations using the Direct Debit Scheme go through a careful vetting process before they're authorised, and are closely monitored by the banking industry. The efficiency and security of Direct Debit is monitored and protected by your own bank or building society.

The Direct Debit Guarantee applies to all Direct Debits. It protects you in the rare event that there is an error in the payment of your Direct Debit*.

Direct Debit Guarantee

The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request
If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society
If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify the organisation.
* The Guarantee covers Direct Debit payments. It cannot be used to address contractual disputes between you and the billing organisation.

Onbudsman

charlysez wrote: »

Had an email to say my bill was available for viewing on line, it wasnt there for several days. Then it was estimated, yet there were readings by a meter reader also available on my account.

I rang to query the estimated bill, its 0800 number fortunately as it took several attempts and a lot of time on hold to get to speak to someone. That someone was very helpful and agreed there had been a mistake, agreed a new bill would be issued. Later that day this person called me to give me an update that the billed had been cancelled and the amount would not be taken from my bank until the new bill was released. Must say I was very pleased.

The amount WAS taken from my account and no new bill issued as yet, when I called yesterday I was told adamantly that no money had been taken and I should check with my bank, after explaining on was logged on to my account at that time and money had been taken he told me to use the DD claimback with my bank, shocking attitude and didnt listen to a word I said.

I did use the claimback, even though I know I will have to pay the new bill soon, I didnt trust them to take the difference and didnt want them having several hundred pounds of my money.

Yes the prices are very competitive and as always the person in the call centre determines our view of the company, I will give them a while longer as no major drama yet, keep my fingers crossed next time a ring the first person I dealt with will answer the phone.

EE staff are usually polite and promise you the world, however its all a front though as not very much happens from then on. Its very obvious that employees do not have the tools to do their jobs and unfortunately for EE employees they are on the receiving end from p*ssed off customers.

My last reply from EE simply said "sorry its taking so long".
They noted that I could now raise a complaint with the Ombudsman which suggests they cannot even be bothered to avoid this happening which is concerning.

I just dont understand why it is proving so incredibly hard for an energy supplier to create a 6 monthly bill. I required a bill so I could reduce my DD as my account was in credit. I was told by EE that I couldnt change my DD till I had a bill. Glad I didnt sit around and put trust into EE as my account would have now been in credit by 3 figure sums!
(this is 3 months on since I was promised my bill)

MEMBER02

MEMBER02 wrote: »

Just called the ombudsman and they have sent a second reminder to them and to respond by 26/5,will wait a little longer before taking matters further

Just got off the phone with the ombudsman and as expected extra energy have NOT responded to ombudsmans ruling deadline of as 26 may,ombudsman now say they have to get the matter resolved and finalised by 23 june,not expecting any thing from ee going to citizens advice services for further info

MABLE

Onbudsman wrote: »

EE staff are usually polite and promise you the world, however its all a front though as not very much happens from then on. Its very obvious that employees do not have the tools to do their jobs and unfortunately for EE employees they are on the receiving end from p*ssed off customers.

My last reply from EE simply said "sorry its taking so long".
They noted that I could now raise a complaint with the Ombudsman which suggests they cannot even be bothered to avoid this happening which is concerning.

I just dont understand why it is proving so incredibly hard for an energy supplier to create a 6 monthly bill. I required a bill so I could reduce my DD as my account was in credit. I was told by EE that I couldnt change my DD till I had a bill. Glad I didnt sit around and put trust into EE as my account would have now been in credit by 3 figure sums!
(this is 3 months on since I was promised my bill)

The staff remind me of Royal Mail customer service they give excellent lip service and thats about all.

Catslovelycats

I've had an email from EE!!!!
In reply to my email (the last I sent was Feb) they notice I e not yet had my bill and will send it out in the next 7 working days. No mention of my DD reduction and apparently the bill will show the rebate correction.
Shan't hold my breath, but at least they have finally acknowledge my existence.

Tara180

What a coincidence! The day after the small claims court order is served, my EE energy credit refund is magically appearing in my account. Goes to show if they owe you money, after complaining and getting ignored or given false promises for weeks on end, taking them to small claims court and getting them to admit they owe you money is the surest and quickest way to get your money. They need their backside kicked into action.