Add your feedback on energy supplier Extra Energy

AbbieCadabra

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

pretty much what i did, think i also mentioned the not fit for purpose online account management system, unable to get through to them on the phone without excessive waiting times, no replies to any email queries, i could go on!

final bill received with exit fees on, one email later to complaints team & fees cancelled with no query.

good luck. i can't see them being able to refuse many requests.

andy1c

after leaving EE about 6 months ago,
emails long phone calls requesting a final bill, promises it would be produce.
i finally have it .
due to my lack of ee ability to produce a correct , i sat and calculate my usage, and what my final bill would be.
so the final bill arrive , my 1st bill ??? they have cancelled the 1st bill produced 8 months ago and produce a bill for the whole of my sad time with them.
i add my 2 figures together and surprise they not the same as ee's bill.
so i check there is a debt figure from my last bill ( yes they cancelled to produce the final bill)
so ee cancelled the 1st bill and produced a new final bill and added this debt to it.a debt that does not exist
so anyone with ee should check carefully the bills .

Harryc52000

I have just terminated two contracts with Extra Energy. I have yet to come across a more inefficient company. My contracts started in October 2014 and I was promised monthly bills. I received no bills despite repeated requests but I have just received three bills for the period October 2014 to May 2015. Yes, they are cheap, but make sure you actually get what you want from them in terms of admin, contract terms and contacts.

molerat

I am just waiting to see how many people get an end of contract mailing before 20th August - should be another interesting breach of contract / licensing condition in the making.

Victor_Delta

molerat wrote: »

I am just waiting to see how many people get an end of contract mailing before 20th August - should be another interesting breach of contract / licensing condition in the making.

Is that what all of us with a 'tariff end date' of 30 Sep 2015, should receive?

molerat

Yep, between 49 and 42 days from end of term the supplier must inform you of your options.

You can commence the switching process penalty free from when you get the letter or the 42 day point whichever comes first.

Victor_Delta

Thanks for clarifying that. I expect those of us in this situation will receive the letter via an email prompting us to download it from the website (like bills etc) within the required timescale. This is the easy bit for EE.

However, I dread to think how fast their response will be to those who choose to move by registering with another supplier, given their track record up to now. Presumably the regulator specifies a response time for this? But does it also cover the time to refund any over-payment?

I suspect a stampede of departing customers may cause even greater delays than before...?

PS I can hardly believe that this thread is about to reach its 100th page. What a dreadful indictment of Extra Energy's customer service etc.

chas1999

Victor_Delta wrote: »

However, I dread to think how fast their response will be to those who choose to move by registering with another supplier, given their track record up to now. Presumably the regulator specifies a response time for this? But does it also cover the time to refund any over-payment?

I suspect a stampede of departing customers may cause even greater delays than before...?

PS I can hardly believe that this thread is about to reach its 100th page. What a dreadful indictment of Extra Energy's customer service etc.

100 pages means 2000 posts nearly all of them negative.

Transferring from EE for me was easy. My dual-fual E.On account was up and running in about 6 weeks (electric), 8 weeks gas.

If you switch whilst in debit you've nothing to worry about. Just wait and let EE sort it out in their own time.

But if you are in credit you are in for a long wait to get your money back. Put the phone number in your phone. You will use it may times. But the calls are free. Forget about emails. They have an automated system that sends a stock reply then deletes your email.

AbbieCadabra

agree with Chas, providing you switch away when in debit & cancel your DD, you should be fine.

i switched to Flow at the end of April & i get the feeling that the onus is on the provider that you're moving to to get things done, which is why it's usually ok! even with a mass exodus in the coming weeks, i think you'll be unlucky if anyone has problems moving away.

i knew i was in debit by a small amount but have only just had a final bill to confirm that, & that was only after emailing their CEO (with the amount of times i've emailed, i don't think it's any coincidence that my account is only now sorted after the Complaints team picked it up after email to CEO).

Victor_Delta

By 30 September, I estimate that I will be in credit. So if, having given notice at the earliest possible stage, I then cancel the DD for my last 1 or 2 payments, will that complicate or delay the subsequent transfer eg by giving them an excuse to say I've broken the contract etc...? Has anyone already used this tactic?