Add your feedback on energy supplier Extra Energy

Chuddey

Personally I would not go with this company
they are un contactable.

rgds

Onbudsman

Chuddey wrote: »

Personally I would not go with this company
they are un contactable.

rgds

I actually got through on the phone within 5 mins yesterday, I dont agree that you cant contact EE. However I would have to mention that contacting EE seems to be a complete waste of time as they just dont resolve the issues being raised so not much difference really if EE do or dont answer.

Funny enough, I was promised a callback sometime today from one of the senior advisers to resolve my problems so I was informed. I am very doubtful that any call will be received today from EE.

Cant wait to move my leccy account, never will return to EE.

Mr_K

I actually got a reply from EE to an email query today, however my query about the £12 govt rebate was sent was sent 6 months ago !!

Thank you for contacting ExtraEnergy, I would like to apologise on behalf of the company for taking this amount of time to respond to your web request.

In accordance to your query of the Government Electricity Rebate, there has been a system error where the £12 government rebate is showing as a recent debit and also as a credit earlier in the year in customer’s accounts. This has been actioned in error and we will update our systems in due course, the debit amount will not be taken from your account as we have only credited that amount, the system error has been checked and we are trying to remove this as soon as we can.

In the process of switching away from them anyway, so too little, too late. Shambles of a company, hopefully they'll never get round to billing me.

fizz07

Their adviser told me that even though we are not currently living there there is a likely hood that once moved in the £500 credit won't be enough and therefore the £116 per month direct debit has to continue. What a joke.

Move via the cheap energy club started today, as soon as move completed will chase for money and go through small claims to recover my money, if necessary (which after reading this thread seems very likely).

cifpower

My boss has switched 7 of our 25 sites from Eon to Extra Energy as of 1 June due to their low prices. After I read this thread and told him he has decided not to switch the other 18 when their renewal comes round.

I wonder if their business side is as shambolic as their residential?

Catslovelycats

I've not yet had my bill that was promised last week. And no sign of the £12 rebate refunded to my account that was promised.
Hardly surprised as I wasn't expecting either promise to be kept.

Onbudsman

Onbudsman wrote: »

I actually got through on the phone within 5 mins yesterday, I dont agree that you cant contact EE. However I would have to mention that contacting EE seems to be a complete waste of time as they just dont resolve the issues being raised so not much difference really if EE do or dont answer.

Funny enough, I was promised a callback sometime today from one of the senior advisers to resolve my problems so I was informed. I am very doubtful that any call will be received today from EE.

Cant wait to move my leccy account, never will return to EE.

UPDATE:

No phone call, I didnt believe the promise to call today and turns out I was correct after all.

I did however receive an email, usual rubbish that im not interested in such as "we are really sorry in the delay responding"and that someone is dealing with my inquiry.
3 months of excuses and nothing......

EE, by the time you get around to maybe doing something with my account I will no longer be a customer.

EE, you will get one last Direct Debit and thats it.
Im cancelling my DD on the grounds that you have not honored the service that I singed up for.
My electric will be gone sometime in August.

chas1999

Onbudsman wrote: »

EE, you will get one last Direct Debit and thats it.

I don't understand. Why not cancel now? I would.

Onbudsman wrote: »

My electric will be gone sometime in August.

Again, I don't understand. Why wait? Do it now. The switch will take 6 weeks at least.

AbbieCadabra

i agree with Chas, why wait? for me EE were no longer the cheapest tariff available & i switched at the end of April to Flow Energy even though i'm on a fixed deal with EE until Sept. with how EE are, & showing no signs of improvement whatsoever, i just didn't want to risk being with them any longer.

Bogbean

Got to echo the appalling customer service comments here. Joined last autumn via NHS energy switch. Tried to make comms via email and the online contact form but no replies. Noted that they don't bill for 6mths on their FAQ's so that wasn't a surprise.

Left them in March, am £400+ in credit technically but no idea in reality as still never seen a bill of my usage to know what I'm going to be charged and still can access my account so they haven't closed it.

Called them 3+ weeks ago to chase closure, told to wait 2 wks then call again if not sorted. Only just got around to planning a call when an email arrived saying it's in hand - won't hold my breath. Account still "open".

Quite the worst ever service, especially response to e-comms but also the website never being updated to show usage etc. Impossible to monitor usage/spends when site isn't updated. British Gas and Scottish Power were brilliant for that. Now with Eon, time will tell.....