Add your feedback on energy supplier Extra Energy

chas1999

ddgreen45 wrote: »

I switched from extra energy on the 23rd Feb 2015, I was told I would have a seamless switching experience. Well it has definitely been that. When I left them 4 months ago I was in credit to them for £787.01. My final bill will work out to be about £26. Only problem is NO FINAL BILL? I could be in the warm sunny sunshine somewhere on that sort of money.
Anyone else in this sort of predicament?
I made an official complaint but they have 8 weeks to sort it before I can get help from the ombudsman, sigh that should be the summer long gone.:(

Oh yes. lots of us.

My refund was paid a month ago, 5 months after I switched. My Final Bill, that's my 3rd Final Bill, arrived 3 weeks after the payment, my account still shows incorrectly that I am in credit, and today I've received a phone call from the ombudsman asking me if I'd like to accept EE's proposed payment which is £5 more than I've already received.

I got no satisfaction from the ombudsman. They are almost as bad as EE. Well, no, nobody can be that bad. Today was the first proper communication from them other than stock email replies and a request in May to resubmit my original February complaint.

fussypensioner

Looked at my EE account and it now shows an unpaid direct debit, decided I don't want anything more to do with Extra Energy so paid full amount by credit card.

In 40 years of being a house holder, this is the worst company I have ever had the misfortune of dealing with, (and that includes BG and BT). Their customer service is appalling - they ignore customer's complaints via email or telephone and their billing system is chaotic.
In fact, right from day 1 the switch didn't go well, which was an indication of their unsound approach to business.

I sincerely hope that all the people on this forum eventually get a bill, get their money back, and get a life after EE.:grouphug:

Catslovelycats

:rotfl:Ben are you serious? Some of us have been phoning and emailing until blue in the face. We just get fobbed off with lies and meaningless promises. I've an email from someone called Joseph promising me a bill within 7 days. It's the only contact I've had from anyone apart from calls I've initiated. That promise/lie was made a few weeks ago. I'm hugely in credit with you and still can't get a bill or reduction in my DD. so I'm afraid your faith in your staff is misplaced.

fussypensioner

Ben_Jones wrote: »

I understand how frustrating it is when you don’t get the level of service you’d expect, from your energy supplier or any other company.

It’s a headache you can do without, and that’s not something we want extra to be known for.

Everyone at extraenergy has been working hard to resolve the issues we’ve been having. Already, we have started moving from sixth monthly to quarterly billing, expanded our dedicated UK call centre in Birmingham, and we are currently in the process of launching a twitter feed in the coming weeks, dedicated to customer enquiries. We will get back in touch on this site when this goes live.

I absolutely welcome feedback from customers because it makes us better. It helps us improve and makes sure we learn from the mistakes we make, so that we don’t repeat them. If you need to elevate an issue to me, please feel free to do so.

But if you have a query or want to talk to someone as quickly as possible, I would strongly encourage customers to contact our customer services team either by phone on 0800 953 4774 or 0330 303 4774, or by email at customercare@extraenergy.com.

They’re genuinely the best people to get in touch with, and can immediately begin to resolve any issues you may be having.

Ben Jones,

Managing Director

Extraenergy UK

"If you need to elevate an issue to me, please feel free to do so. Notice you didn't give your email address. The one I used on 15th June was ben.jones@extraenergy.com to which you never replied. It's no wonder your staff have the same cavalier attitude as you. As for "and can immediately begin to resolve any issues you may be having" you must be joking, automated email reply says 10 working days and then nothing is followed through, just promises. I am well rid of such an appalling company.:mad::mad:

chas1999

Ben_Jones wrote: »

I understand how frustrating it is when you don’t get the level of service you’d expect, from your energy supplier or any other company.

It’s a headache you can do without, and that’s not something we want extra to be known for.

Everyone at extraenergy has been working hard to resolve the issues we’ve been having. Already, we have started moving from sixth monthly to quarterly billing, expanded our dedicated UK call centre in Birmingham, and we are currently in the process of launching a twitter feed in the coming weeks, dedicated to customer enquiries. We will get back in touch on this site when this goes live.

I absolutely welcome feedback from customers because it makes us better. It helps us improve and makes sure we learn from the mistakes we make, so that we don’t repeat them. If you need to elevate an issue to me, please feel free to do so.

But if you have a query or want to talk to someone as quickly as possible, I would strongly encourage customers to contact our customer services team either by phone on 0800 953 4774 or 0330 303 4774, or by email at [EMAIL="customercare@extraenergy.com"]customercare@extraenergy.com[/EMAIL].

They’re genuinely the best people to get in touch with, and can immediately begin to resolve any issues you may be having.

Ben Jones,

Managing Director

Extraenergy UK

One word springs to mind - PLATITUDE (A platitude is a trite, meaningless, or prosaic statement, generally directed at quelling social, emotional, or cognitive unease.)

I spent hours and hours on phone calls, emails, webforms. I was always polite. I got ignored, false promises and lied to. Even when they eventually paid back the money they had effectively stolen from me I only found out when I saw the money in my bank account 5 months after leaving them. They even tried to take nearly £400 from me by DD 4 months after I left with a large credit balance. No explanation. No apology.

" headache you can do without" - it's been hours and hours of frustration and thinking I'd lost my money.

"moving from 6 month bills to 3 month" - there are many on this forum who have not had 12 month bills yet.

"launching a twitter feed". OMG, what use is that. Just get the telephone & email staff trained to give honest and realistic answers. Spend some money on computer systems that work.

"or by email at [EMAIL="customercare@extraenergy.com"]customercare@extraenergy.com[/EMAIL]" - utterly pointless IMO. You might get some action at [EMAIL="customercare@extraenergy.com"]ben.jones@extraenergy.com[/EMAIL]

In over 45 years this company is without doubt the worst company I've ever dealt with and by a long way and that includes those uncaring monsters BG and BT.

Ben Jones, your platitude has just made me even more angry. That should be obvious.

youravinalarrrf

Ben_Jones wrote: »

I understand how frustrating it is when you don’t get the level of service you’d expect, from your energy supplier or any other company.

It’s a headache you can do without, and that’s not something we want extra to be known for.

Everyone at extraenergy has been working hard to resolve the issues we’ve been having. Already, we have started moving from sixth monthly to quarterly billing, expanded our dedicated UK call centre in Birmingham, and we are currently in the process of launching a twitter feed in the coming weeks, dedicated to customer enquiries. We will get back in touch on this site when this goes live.

I absolutely welcome feedback from customers because it makes us better. It helps us improve and makes sure we learn from the mistakes we make, so that we don’t repeat them. If you need to elevate an issue to me, please feel free to do so.

But if you have a query or want to talk to someone as quickly as possible, I would strongly encourage customers to contact our customer services team either by phone on 0800 953 4774 or 0330 303 4774, or by email at [EMAIL="customercare@extraenergy.com"]customercare@extraenergy.com[/EMAIL].

They’re genuinely the best people to get in touch with, and can immediately begin to resolve any issues you may be having.

Ben Jones,

Managing Director

Extraenergy UK

I would suggest you read the forum rules particularly the section regarding Companies posting on the forum before posting inane dribble like this.

http://www.moneysavingexpert.com/site/forum-faqs?_ga=1.215885842.420433630.1403533882#companies

I'm Spartacus! :rotfl:

hra_2

FAO Ben Jones (if you are the real Ben Jones) and any other prospective business customers

I work for a small charity which Extra Energy owes approx. £1,000 and rising. We emailed you on 17th June with the particulars and nothing has happened. We are about to go to the Ombudsman and make a subject access request (in parallel) and are ultimately prepared to take legal action if needed.

In September 2014 we arranged to switch our dual fuel business supply to you starting 1 Dec, the end of our existing fixed rate. We were assigned an account manager who later in December assured us our supply had gone live, but this turned out to be wrong. This account manager soon left the company and other account managers told us he had made a mistake in filling in the form for our application and it had been held back but they could not fix the error as it was still under his ID (really?)

In the meantime our out of contract bills with our old supplier mounted up. We called repeatedly, Business Sales kept escalating it to management without progress; they admitted liability and promised to compensate us for our loss once we were on supply but this never happened. We made a formal complaint just over 8 weeks ago. We had one call back from a member of Complaints assuring us he would personally deal with this, "force through" our application, arrange compensation, and keep us informed.

That is the last we ever heard.

MABLE

Ben_Jones wrote: »

I understand how frustrating it is when you don’t get the level of service you’d expect, from your energy supplier or any other company.

It’s a headache you can do without, and that’s not something we want extra to be known for.

Everyone at extraenergy has been working hard to resolve the issues we’ve been having. Already, we have started moving from sixth monthly to quarterly billing, expanded our dedicated UK call centre in Birmingham, and we are currently in the process of launching a twitter feed in the coming weeks, dedicated to customer enquiries. We will get back in touch on this site when this goes live.

I absolutely welcome feedback from customers because it makes us better. It helps us improve and makes sure we learn from the mistakes we make, so that we don’t repeat them. If you need to elevate an issue to me, please feel free to do so.

But if you have a query or want to talk to someone as quickly as possible, I would strongly encourage customers to contact our customer services team either by phone on 0800 953 4774 or 0330 303 4774, or by email at customercare@extraenergy.com.

They’re genuinely the best people to get in touch with, and can immediately begin to resolve any issues you may be having.

Ben Jones,

Managing Director

Extraenergy UK

If you were working on a 6 month billing cycle how is it my mum is still waiting for a bill after nearly 13 months.

fussypensioner

In the unlikely event that Ben Jones returns to this forum to read the replies to his missive I have one last thing to say ---- Your'e Fired!!!

Maxwell007

I hope I had left this forum for good loool, but EE keep making life hard for us customers, please don’t believe anything EE or Ben Jones say, EE are not fit for purpose, please don’t join them, please leave them in debit and not credit, they will not call/email or contact you for at least amonth, they will put up you DD in summer months, they will not give you a correct bill after 6 or even 12months, do your self a favour dont join or leave at end of your 12months RUN RUN RUN RUNNNNNNNN, to be fair they were the cheapest on the market 8months ago hahaha but that was a long time ago, ITS NOT WORTH THE PAIN OR STRESSS, STAY AWAY FROM EE.

Only 2 & a half months to go and i will be free from the EE nightmere . . .