Add your feedback on energy supplier Extra Energy

lisa110rry

Ooo! This rings bells British Boy, but surely EE cannot have taken over your supply without your permission (As Virgin Energy did with us in around 2000). More likely there's a mistake with the meter number...

Onbudsman

Well, I have 1 more day being a loyal customer of EE.

I will be glad to see the backs of EE but somehow, my not having a bill is likely to mean that I will be sat around waiting for these idiots to produce a bill.

Not to worry, I am in plenty of debit now and I will certainly return the service levels that EE have thought they will get away with when they come looking for their money. I cant wait for the fun that im going to have with employees who have taken myself and many more on a very long ride to no where. I will be looking to become EE's number 1 worst customer as a return favour.

:beer: :T

On the 15th I will be passing my case to the Ombudsman just for the hell of it as EE has and is likely to stay on the grand number 1 spot for being the worst company that I have ever had to deal with.

I first raised an issue with my bill at the beginning of March where I was promised a bill within 10 days. After many varying emails, after many varying phone calls where I tried being nice, I tried being arrogant, I tried being a !!!!!!, to be honest I have tried everything that I have learnt over the many years with dealing with @rseholes but unfortunately I have failed very badly to entice EE to do what was expected. TO GIVE ME A DAM BILL.

EE - You deserve to be shut down, you are a disgrace to humanity.

molerat

My daughter has today received an accurate bill using readings dated 2 July so both of us are up to date and accurate.

AbbieCadabra

AbbieCadabra wrote: »

just checked my account again & it seems that a final bill appeared on my account later on in the day, i'm sure they did it on purpose just to make me sound stupid!

£64.00 final charges due, inc £50 exit fees, which is pretty much the estimate i'd arrived at when leaving. i've just paid £14 online & will email to request confirmation that exit fees will be cancelled. wish me luck!

received a call from EE complaints dept (i do hope it's well staffed!) yesterday & i've received a revised final bill today with a £0.00 balance as exit fees have been cancelled with no query from them. :T

i'm glad i'm shot of them as their online system still leaves a heck of a lot to be desired.
they email to say a bill has been produced, for me, this has only then appeared about 8 hours after the email.
info on the bills & what's shown on the online account has never matched, even this final bill is different as it takes into account my £14 payment, whereas the online account still shows it as a debit balance - how is that possible? have they really got a billing system & online accounts that don't communicate?

good luck to those sticking with them & leaving at end of deals, i still think you're going to struggle getting final bills/refunds due.

Mikey17

Hi, I would just like to say, I moved from Extraenergy to Scottish power in March. I rang EE today about the credit they owed me from my final bill. It took 20 minutes to get through, I was told they had credited my account in late May. So i thought i must be mistaken, i hung up and re-checked my bank account. NO refund. I spent another 20 minutes getting through, I was transferred to the billing team, another 10 minutes of vivaldi. They say they have refunded me, my bank statements say not.
They say they will look into it. How long will that take, I asked, they replied, " when we here anything, we will email you "
The customer service of this company is dire.
On another note, I rang Scottish power to change my tariff, 30 seconds to get through, 2 minutes to change tariff.
I once said on this forum, i would rather have crap customer service and pay less. I was wrong

poggs

Just got my first and final bill today. Joined late july. Left in march.

They have applied the £50 exit charge. I dont think so :-) I sent them an email saying im not paying it.

Anyone else had success with getting them to waive this fee and what did you do to get it waved?

chas1999

Mikey17 wrote: »

I once said on this forum, i would rather have crap customer service and pay less. I was wrong

Same here. You don't realise how much time and hassle is needed to put things right.

poggs wrote: »

Anyone else had success with getting them to waive this fee and what did you do to get it waved?

I think if you left before end of contract without telling them why then you should expect to pay the exit fees. You will need a reason. I left early happy to be rid of EE and happy to pay the fees mitigated by a lower tariff and a £30 cashback from the MSE Energy Club.

But I wasn't getting anywhere with my refund of overpayments. After hours of telephoning, threatening (and carrying out that threat) with the ombudsman, I had good reason to ask for a waiver. I think my request delayed the settlement but 5 months after leaving I got my refund, exit fees waived and a £20 "goodwill" payment.

MEMBER02

Good news here too,finally got my online final bill,got a call from ombudsman case handler from ee,they called me last thursday 9th and said id be refunded and get the goodwill payment paid back to my account before end of this week,up to now nothing but heres hoping

Isolde200

poggs wrote: »

Just got my first and final bill today.
Anyone else had success with getting them to waive this fee and what did you do to get it waved?

Hi Poggs


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".


It's worth a try

MABLE

Isolde200 wrote: »

Hi Poggs


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".


It's worth a try

When I was with them they failed to collect a dd one month and the account it was normally taken from was my Halifax rewards. As only one dd from that account got taken I lost out on my £5 reward for that month.

When I put the situation to EE they were very good and gave me a £10
shopping voucher.

As with most organisations it depends who you deal with.

I have gained many goodwill payments from energy suppliers when things have gone wrong but when putting my case to them on the phone I am always pleasant and professional and in return have been rewarded payments of between £25 and £35 a time.