Add your feedback on energy supplier Extra Energy

chas1999

minimike2 wrote: »

...
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.
...

This echoes my experience with them. It's 15 weeks since I submitted my complaint to the ombudsman and I've heard nothing from them other than a request to resubmit the complaint. Just like EE, they also don't reply to emails.

I did get my refund recently and I suppose it could have been down to them but if it was they didn't tell me. I think it was more likely due to my pestering EE.

Just a warning to others leaving EE - do cancel your DD. I'm really glad I did. I got an accurate Final Bill showing me to be in credit but that didn't stop them trying to take £388 from my bank account. That amount still shows in MyAccount on the EE website followed by the cancellation of that final Bill.

I can still access MyAccount. It shows me to be in credit by £580 when the balance should be zero. Incompetence from start to finish. I'm glad I'm out. Now with E.On, paying less, and 100% happy with them. Chalk and Cheese.

Themaddog

Hi Contact Watchdog

i have they are waiting for other complaints before they investigate

Glyn

MABLE

UPDATE.

As many of you seasoned contributors know I left EE earlier this year and eventually got my credit of £90 back. Since then I have been with N Power and because of minor issues got over £75.00 in goodwill payments. I then switched to E.ON for electricity and so far brilliant service and online facilities excellent.

With my gas I have gone with Daligas and again so far no issues.

I pay by qtly var dd for my electricity and monthly for my gas.

fussypensioner

This article is about co-op energy but if you scroll down it also lists the results of a recent poll, Extra Energy have fallen down in the service stakes since last year. Are the people on this forum in the minority, given that it only represents complaints?

http://www.moneysavingexpert.com/news/energy/2015/06/co-op-hit-by-customer-service-backlash-in-mse-energy-poll?_ga=1.118216713.1473716412.1433099260

Jazza

Could someone please give me the postal address for Extra Energy? I can only find the telephone number on their website.

chas1999

fussypensioner wrote: »

This article is about co-op energy but if you scroll down it also lists the results of a recent poll, Extra Energy have fallen down in the service stakes since last year. Are the people on this forum in the minority, given that it only represents complaints?

That's a bit of an understatement, Fussy, they're BOTTOM of 15.

After recommending EE with a minor proviso for several months the MSE Energy Club is at last showing a proper warning -

"Warning:Extra scored an awful 65% poor in our last poll, and users have reported billing issues"

I think most people aren't too bothered about getting a bill (after all it is easy easy to work your own out) and have been happy to pay one of the cheapest tariffs around. But as time has gone by more and more have got concerned especially if DD amounts need to be changed downwards.

Also as contracts are coming to an end and people are switching away and those in credit are realising they are not going to get their money back without a real struggle.

EE must be concerned about the warning on this site. Word will get around. Though I must admit in the past I've never bothered checking service ratings. I will from now on.

youravinalarrrf

Jazza wrote: »

Could someone please give me the postal address for Extra Energy? I can only find the telephone number on their website.

Before you set out on this foolhardy quest don't go getting your hopes up by expecting a reply any time soon or even at all.

According to their complaints procedure written complaints need to be sent here:
Extra Energy Supply Limited, PO Box 10243, Unit 16 Caulfield Way, Ashby de la Zouch LE65 9ED or by email to [EMAIL="customercare@extraenergy.com"]customercare@extraenergy.com[/EMAIL]

Judging by the total lack of any response most customers seem to be receiving I think that address is probably an overflowing skip round the back of the building. :rotfl:

Registered Office as stated on their website is:
Colmore Plaza, 20 Colmore Circus, Queensway, Birmingham, B4 6AT

Onbudsman

youravinalarrrf wrote: »

Before you set out on this foolhardy quest don't go getting your hopes up by expecting a reply any time soon or even at all.

According to their complaints procedure written complaints need to be sent here:
Extra Energy Supply Limited, PO Box 10243, Unit 16 Caulfield Way, Ashby de la Zouch LE65 9ED or by email to [EMAIL="customercare@extraenergy.com"]customercare@extraenergy.com[/EMAIL]

Judging by the total lack of any response most customers seem to be receiving I think that address is probably an overflowing skip round the back of the building. :rotfl:

Registered Office as stated on their website is:
Colmore Plaza, 20 Colmore Circus, Queensway, Birmingham, B4 6AT

Dont waste your paper on EE, send them an email for your records and dont expect a reply, even if you do get a reply it will be one full of excuses which certainly wont answer your problems.

I have taken advice from users on here and have now pulled the plug on EE fully instead of leaving my electric supply with these cowboys.

New supplier already has my account setup waiting to go, they have even called to say welcome and to make sure im happy with everything. WOW, what a difference (for now anyway).

EE took 1 day to get in contact in regards to cancelling my Direct Debit funny enough so there are still employees in the office, just unfortunately on the wrong side of things.
(collecting money and not giving it away)

I will be reporting EE to Watchdog too as people need to know how these guys are operating which will mean us moaning minnies are not such a minority after all.

fussypensioner

Opened emails this morning and an email from EE to say my bill is ready on line. Had a quick check over it and I owe them some money, need to print it out and study further, especially the opening and closing meter readings as they messed this up when I joined them. They have charged me £50 exit fee for dual fuel. Nearly goodbye to EE - so relieved. :beer::shocked:

MABLE

fussypensioner wrote: »

Opened emails this morning and an email from EE to say my bill is ready on line. Had a quick check over it and I owe them some money, need to print it out and study further, especially the opening and closing meter readings as they messed this up when I joined them. They have charged me £50 exit fee for dual fuel. Nearly goodbye to EE - so relieved. :beer::shocked:

I certainly would not allow them to get away with £50 of y0ur money. They waived the fee for me and a lot of others who like you received bad service so why should you pay it.