Add your feedback on energy supplier Extra Energy

rogcal

Mikey17 wrote: »

I can deal with !!!!!! customer service, if it means being robbed a little less

The one thing I haven't experienced yet from ExtraEnergy is "!!!!!! customer service".

I suspect a combination of low customer numbers and not many complaints means that the call centre staff are still reasonably motivated. It will be interesting to see if the quality of customer services starts to decline as customer numbers grow and with it the inevitable rise in complaints, whether justified or not.

If and when the various issues that have given rise to debate on here are resolved, I think we will have very little to moan about and as I have a degree in moaning I shall be annoyed that I haven't got a reason to contribute to this thread anymore!:(

JPD23

Final EDF bill received yesterday (£9 in debit) using the final meter reading I submitted via their web-site on switchover day.

Also had our direct debit notification e-mail from Extra Energy, thought it was about £5/month high for our usage/their tariff so called them and they were perfectly happy to drop it by £5. First direct debit payment due 2nd June.

Tharweb

I was notified that both fuels had switched over on 10 April. I received the notification on 11 April, so I submitted the same final readings taken on 11 April to both EDF and EE on-line on 11 April.

I got a final bill email from EDF on 3 May showing my readings which I was happy with, but got another final bill email on 7 May with estimated readings, which showed the gas usage to be slightly higher than those I submitted to both companies.

I did an on-line chat with EDF explaining the estimated reading was wrong as a) it was estimated and my reading was actual and b) I left them on 10 April but my reading was taken on 11 April. They explained that the estimated higher meter reading had been supplied by EE

My on-line account with EE still gives my earlier actual reading, so I will essentially be paying for the same gas twice. I would have got on to EE about the discrepancy but it's a small amount, but I just want others to be aware.

tomrob

Mikey17 wrote: »

UPDATE
As long as First Utility don't take any more money ( which they shouldn't ) I am quite happy.

As a precaution I'd make sure your bank have cancelled the DD authorisation for FU. I didn't and 6 months after I'd moved from them they re-started DD payments, it appears it was because it took them that long to generate a final bill for the account and there was a few quid owing on the account, so far they've taken £1,026 by DD to cover that.

Just moved my supply to EE and am hoping they're not as incompetent as First Utility. If they are I suspect I'll be reluctantly heading back to an established supplier on my next switch even if they are little more expensive.

extraenergy

Dear MSE forum users,

Many thanks for your feedback – it’s really appreciated! I’d like to assure everyone that I’m still reading your comments and sharing your insight with the team here at extraenergy.

As much as I would like, I can’t respond to every comment, as in many cases they require a specific and confidential response. If you have any questions or queries it’s best to contact ourcustomer services team, as they have access to your account details and can provide the most up-to-date information.

I’d like to reassure everyone that extraenergy has a robust switching process. We realise that not every customer has received their relevant emails/letters on the exact dates they should have and this issue is being resolved, however, please don’t worry - this is not affecting the overall transfer. This takes around four weeks and we contact customers if we have any issues, otherwise everything is progressing fine.

As a new supplier in the market we greatly value your feedback and it’s helping us fine tune our service. As a result of your suggestions to increase our communication with you during the switch, we will be adding an additional ‘update’ email that will be sent about two weeks after the contract confirmation. We’re aiming to enable this very soon.

Many thanks again for your feedback and please keep posting!

Tracey.

rogcal

extraenergy wrote: »

Dear MSE forum users,


As much as I would like, I can’t respond to every comment, as in many cases they require a specific and confidential response. If you have any questions or queries it’s best to contact our customer services team, as they have access to your account details and can provide the most up-to-date information.



Tracey.

Tracey, with the greatest of respect you do seem to have a rather limited remit on here which I assume is down to your bosses and rather short sighted of them IMHO.

The whole concept of a company rep on these forums is one who can help when all else has failed and if we are being asked to repeatedly contact customer services in an attempt to resolve a long standing issue, then why have a company rep on here at all.

Yes, you may serve a purpose as a conveyor of general information on what is being done to resolve issues that are common to many on here but quite a few of us do that ourselves by posting the results of our own enquiries which makes your position on here superfluous.

I'm sorry to be so harsh with my criticism and I do not wish my comments to reflect on your ability to provide a useful service however when I suggested that ExtraEnergy get themselves a company rep on here I was hopeful that they would have a far reaching remit as a "troubleshooter" and not just a someone performing the role of flag waving postman/postwoman.

If your bosses want to see an example of how a good company rep given a wide ranging brief to resolve frustrating issues operates, then they need look no further than the BT forum. Their reps are ace and get things moving fast with most issues resolved in less than 24 hours.

On a personal level, I was very disappointed not to even receive a confirmation from you when I contacted you with the hope that you would be able to help resolve the issue that I had been trying to get resolved via customer services over a period of 2 weeks however, that issue was finally sorted when senior management became involved.

Something that could probably have been avoided entirely if your remit were greater and you were able to deal with it!

violetta

I have had a request for my final electricity meter reading for Extra Energy to submit to EDF, together with an email stating my date and amount of direct debit, on exactly the day I was expecting (14th May) - switchover day. So my move to Extra Energy is going exactly as hoped for

Mikey17

tomrob wrote: »

As a precaution I'd make sure your bank have cancelled the DD authorisation for FU. I didn't and 6 months after I'd moved from them they re-started DD payments, it appears it was because it took them that long to generate a final bill for the account and there was a few quid owing on the account, so far they've taken £1,026 by DD to cover that.

Thanks, I went online and cancelled the DD , just in case

Snowbelle

I didnt get round to contacting EDF last week about my final bill. I have decided that since I owe them money then they can sort it out themselves. The DD date for them has passed this month and they haven't taken another payment. I did get a letter in the post from them asking if I wanted to stick with them - bit late now though.

MABLE

extraenergy wrote: »

Dear MSE forum users,

Many thanks for your feedback – it’s really appreciated! I’d like to assure everyone that I’m still reading your comments and sharing your insight with the team here at extraenergy.

As much as I would like, I can’t respond to every comment, as in many cases they require a specific and confidential response. If you have any questions or queries it’s best to contact ourcustomer services team, as they have access to your account details and can provide the most up-to-date information.

I’d like to reassure everyone that extraenergy has a robust switching process. We realise that not every customer has received their relevant emails/letters on the exact dates they should have and this issue is being resolved, however, please don’t worry - this is not affecting the overall transfer. This takes around four weeks and we contact customers if we have any issues, otherwise everything is progressing fine.

As a new supplier in the market we greatly value your feedback and it’s helping us fine tune our service. As a result of your suggestions to increase our communication with you during the switch, we will be adding an additional ‘update’ email that will be sent about two weeks after the contract confirmation. We’re aiming to enable this very soon.

Many thanks again for your feedback and please keep posting!

Tracey.

For goodness sake you only have a 1000 customers. If N Power rep can deal with specific cases surely you can. :rotfl: