Add your feedback on energy supplier Extra Energy

fussypensioner · 10 June 2015 at 10:58AM

MABLE wrote: »

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.

Maybe they could argue that it was my choice to move, and the reason I chose to move was because I didn't get a bill after 6 months and I didn't want to be in credit through the summer. They say they only have to provide a bill annually as do a lot of the energy firms. They did not change my DD but they did mess up the initial gas meter reading and I did not get a contract for 2 months due to a "technical issue". Customer service were polite but quite useless at following through any promises. When I have time to thoroughly check the bill I will contact them and see if I can get the exit fees refunded. I am not really worried as I got the £30 cash back for switching thro MSE and TBH I don't really want to speak to anyone again as it sends my blood pressure up!:o

valeriejames · 10 June 2015 at 12:57PM

fussypensioner wrote: »

Maybe they could argue that it was my choice to move, and the reason I chose to move was because I didn't get a bill after 6 months and I didn't want to be in credit through the summer. They say they only have to provide a bill annually as do a lot of the energy firms. They did not change my DD but they did mess up the initial gas meter reading and I did not get a contract for 2 months due to a "technical issue". Customer service were polite but quite useless at following through any promises. When I have time to thoroughly check the bill I will contact them and see if I can get the exit fees refunded. I am not really worried as I got the £30 cash back for switching thro MSE and TBH I don't really want to speak to anyone again as it sends my blood pressure up!:o

.

Like Mable and several other members I managed to get my £50 removed. When you have checked your bill, just pay anything you owe them less the £50 and then send them a letter (by recorded delivery) saying what you have done. My argument was that I has signed up to an agreement to receive 6 monthly bills and they had broken that agreement. I joined in April 2014 and left in December 2014 (after reading posts in this forum and being constantly fobbed off about bills). I finally received a bill in April 2015 (this was my one and only bill). I paid the £14.00 I owed through a BACS payment.

Isolde200 · 10 June 2015 at 5:25PM

Hi Fussy Pensioner,

When I left early I asked them to waive the exit fees on account which they did so. I suggested that their poor service, failure to provide a 6-month bill and very slow replies warranted a "goodwill gesture".

If you can summon the will to call again, it may b eworth a try. I know that several people have been successful.

fussypensioner · 10 June 2015 at 5:35PM

Isolde200 wrote: »

Hi Fussy Pensioner,

When I left early I asked them to waive the exit fees on account which they did so. I suggested that their poor service, failure to provide a 6-month bill and very slow replies warranted a "goodwill gesture".

If you can summon the will to call again, it may b eworth a try. I know that several people have been successful.

OK thanks everyone,:A the bill is correct, so I feel happier. As I'm on a roll I will contact them tomorrow and list my complaints, will update you soon.

chas1999 · 10 June 2015 at 9:29PM

fussypensioner wrote: »

Opened emails this morning and an email from EE to say my bill is ready on line....They have charged me £50 exit fee for dual fuel. Nearly goodbye to EE - so relieved. :shocked:

Me too! 6 months after my switch date (electric, gas was 2 weeks later) and 3 weeks after I got my refund.

This Final Bill, my 3rd I think, is correct and does include the exit fees and the £12 Government rebate but the payment I received without any notification had £70 added to it which must be the waived exit fees + £20 goodwill as promised. Asking for the waiver caused the cancellation of my first bill but I got the extra in the end so it was worth it.

BTW MyAccount @ EE still shows me in credit, this time by the correct amount due to me from that bill. I wonder if they will pay me again. The question is what do I do if they do that.

seana52 · 11 June 2015 at 11:38AM

Ive been with Extra Energy, for seven months, and I wouldnt recommend them. I have had one bill, Electric, in March. Which was from November to February. They didnt use the readings I gave them, in March, which were actually given to me by their meter reader, and which I submitted on the same day, so they could update my bills. They have still not sent me another bill with these readings. I have asked for my Gas bill, on numerous occasions, via phone calls and emails. Ive had no replies to my emails and have been told, twice, that I would get an online bill, via my Extra Energy account, in between five to ten days. To date I have not received it. They increased my direct debit from £56 to £67 in May, for the Electric, even though, according to them, I am in credit. It is a German company which suprises me that it is so badly run. I want to leave this company but they told me I would be charged exit fees of £25 each for my Gas and Electric. Which seems to me to be a nice little earner for them. STEER CLEAR. Has anyone else had similar problems with them? thanks.

MABLE · 11 June 2015 at 11:44AM

seana52 wrote: »

them. STEER CLEAR. Has anyone else had similar problems with them? thanks.

Obviously you have not read this thread otherwise you would not be asking the question. :rotfl:

afly · 11 June 2015 at 11:45AM

seana52 wrote: »

Has anyone else had similar problems with them? thanks.

About 92 pages worth of people by the seem of things!

EE Service is not poor, it is shambolic

chas1999 · 11 June 2015 at 11:53AM

seana52 wrote: »

Has anyone else had similar problems with them? thanks.

You must be joking, You are post number 1827, nearly all of them negative.

My advice: You will have to work out your own bill but DO NOT get in credit with this company. It took me 5 months and hours of emails and calls to get my credit back when I left.

Use the MSE Energy Club if you want to switch. A £30 cashback eases the pain of the exit fees. I got mine 2 months after the switch.

molerat · 11 June 2015 at 2:18PM

They get worse. My daughter has now had an entry for "cancelled bill" and credited her account with £351.12. The problem is that she has only had one bill, back in Nov, for the period up to 2 Jul 14, for £123.73. Her account is now showing £1116.39 in credit when she is actually in unbilled credit of £725 with a usage up to end of May of £775. They also put her DD up without any notice. Luckily we are forecasting an account debit of £71 at end of contract.