Add your feedback on energy supplier Extra Energy

MABLE

Bogbean wrote: »

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.....

I am with E.ON now and the online facilities are excellent. I was with EE for about 6 months and was very disappointed. However the staff were very helpful but the lack of infrastructure let them down.

I pay slightly more but its certainly worth it for the peace of mind.

SuperAllyB

Has anyone just stopped their DD? I am approx £140 in credit according to my calculations so could do with reducing that by missing a payment before I switch away. Don't want to risk damaging my credit history though

Isolde200

Isolde200 wrote: »

I joined Extra Energy in June 2014 but will move due to their record of maladministration.


1. On switchover they failed to send accurate meter readings to my old supplier.
2. Whilst the contact centre was very polite they were completely ineffectual at correcting the meter readings.
3. Despite requests, I have not had a bill in the 7 months I have been with them.
4. The website is only gradually becoming fit for purpose
5. With the recent drop in fuel prices I asked to switch to a newer tariff accepting that I would pay a penalty. This was too hard for the call centre to manage so they arranged for a callback. 3 weeks later I have not had a reply despite further calls from me.


Fortunately the leaving fees are mostly offset by cashback for switching so I will be off to another supplier.


It is disappointing that another new entrant promised so much but delivered so little. For the sake of a few ponds a month I would avoid EE until they have demonstrated that they can provide adequate customer service.

Successfully switched ...... to the Co Op. Talk about frying pan and fire!


Anyway the reason for the update is that Extra Energy waived the termination fees in view of the poor service they have given.

fussypensioner

SuperAllyB wrote: »

Has anyone just stopped their DD? I am approx £140 in credit according to my calculations so could do with reducing that by missing a payment before I switch away. Don't want to risk damaging my credit history though

I switched from EE after 7 months and when I got confirmation from my new supplier of the switch date I cancelled the DD with EE. I wrote to EE and explained that I had done that and the reason why. I was lucky in that the next DD was due 3 weeks after the switch date so felt it a legitimate action to take. Not had a final (or any) bill from EE and they did not reply to my letter.

hra_2

fussypensioner wrote: »

I switched from EE after 7 months and when I got confirmation from my new supplier of the switch date I cancelled the DD with EE. I wrote to EE and explained that I had done that and the reason why. I was lucky in that the next DD was due 3 weeks after the switch date so felt it a legitimate action to take. Not had a final (or any) bill from EE and they did not reply to my letter.

People waiting for a final bill do have a specific expectation of getting this in 6 weeks so perhaps this is a point worth making in any dealings with EE (or Ombudsman enquiry or Moneyclaim...)

Licence condition 27.17:

...the licensee must take all reasonable steps to send a final Bill or statement of account of the Domestic Customer’s account within 6 weeks of the supplier transfer or termination of the Domestic Supply Contract.

"Reasonable steps" could be debatable but from this and previous posts it does not sound as if they are aware of the 6 week condition at all.

MABLE

Ben Jones, managing director of Extra Energy, says: "We are a rapidly growing company, and sadly some customers will experience problems as we grow. We fully acknowledge that a small minority of our customers have not had the level of service they deserve.

"That is unacceptable, and we can and must do better, because one customer complaint is one too many. That is why we are acting on feedback from our customers and changing our systems to allow more regular billing.

"Our company is built around serving people, and we work hard to fix problems when they do occur. We are constantly listening to our customers and learning from them. We welcome their feedback, because it makes us better."

Unquote


Mums reply is cut the waffle and send her a bill. After 12 months and still no sign of a bill.

fizz07

Received the following after emailing them:

Dear Customer


Thank you for contacting us. We will review your enquiry and aim to get back to you within 10 working days.

Many thanks,

The customer care team

fussypensioner

fizz07 wrote: »

Received the following after emailing them:

Dear Customer


Thank you for contacting us. We will review your enquiry and aim to get back to you within 10 working days.

Many thanks,

The customer care team

Yes, I have 3 of those emails saved in a folder, going back to last September. Nobody got back to me and they expressed surprise when I phoned them - no record of an email. Are they deleting them I wonder???

minimike2

Not suprised to see all of the negative feedback on Extra Energy.

I joined up 13 months ago. Everything was OK until I swapped my bank account using the switching service.

Extra Energy failed to correctly update their records and confirmed my new bank details to me - But it was my old account.

They stopped taking payments. I contacted them about half a dozen times - They do not reply to emails or to the contact us form online. Even when I did get a call having raised a complaint I got no further contact despite promise of an investigation and call back.

I made manual payments for a number of months before getting sick of them and going to the ombudsman.

Even at this stage they are a joke. Their staff all seem to be young kids with no proper customer service training, no communication skills and no comprehension of how to actually do their job.

The person on the "Ombudsman Complaints Team" who I have been dealing with has had zero interest in helping me - Her number one priority has been getting me to agree to closing the complaint down, despite it not being at a satisfactory resolution.

They also did not respond even to the ombudsman, who had to chase them three times.

In the end I had enough and have had it agreed that I could break my deal and move, so have moved to EON now and got a cheaper tariff at the same time.

Of course now I have cancelled my direct debit (it eventually got set back up after 4 months) I have had threatening email from them stating I will get charged £20 and my rates put up.... I am waiting for my final bill with the penalty removed before paying the final bill.... no way am I letting them take whatever they want!


I also never received a bill from them whilst I was with them. I was told it was "because of a defect in the system", which is another reason why I was credited the £12 electricity rebate last year then had it removed again. I am still unclear what has happened with that and if in fact they do still owe me £12 or not for that, as it doesn't show anywhere.

What a horrible horrible experience. I thought it would be great supporting a new player with my business, but it just ended up being a massive headache with this lot.

*edit*
Also wanted to add that when I actually got to speak with the "ombudsman complaint handler" that she promised me I would have my bill 5 days later and I didn't. When I called back again the week after she wouldn't speak to me, until telling the young man I was on the phone to that if she did not speak to me to tell me why, after she had guaranteed me my bill would be ready in 5 days time, that I would be emailing the MD of the company to specifically tell him that she had refused to speak to me and had not done as she promised she would..... I got transferred. The reason she wouldn't talk to me..... She left it 6 days until actually requesting the bill.........What a joke.

fizz07

fussypensioner wrote: »

Yes, I have 3 of those emails saved in a folder, going back to last September. Nobody got back to me and they expressed surprise when I phoned them - no record of an email. Are they deleting them I wonder???

Will just keep records of everything then once moved follow the necessary steps in order to recover my money.

Shame as they will have been sitting on funds, knowing full well that the bill will be nowhere near what they are taking out each month, yet they still say that if they reduce the direct debit I will end up in debt with them.