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Herbalus

What are the implications of cancelling the DD? Is it reflected on your credit file like a mobile phone contract?

tim_n

6 months with Extra Energy so far paying £92pm by DD. I've given three meter readings and heard nothing. I'm now entering 7th month. Didn't realise in this day and age you wouldn't get an automated bill on a monthly basis. I assume from reading the last few pages of the thread it's understaffed to cut costs. Oh well... if it gets particularly poor maybe it's worth cutting my loses. It'd be cheaper to leave now even with the cancellation fee.

molerat

Herbalus wrote: »

What are the implications of cancelling the DD? Is it reflected on your credit file like a mobile phone contract?

EE do not routinely report to any of the CRAs.

fizz07

Finally received a response to my complaint and been told they cannot raise a bill as my final read is below my opening read. Due to the problems I've had with this lot, I've kept records of everything which shows that my final read is 'NOT' below the opening. This can also be seen on their so called website.

Looks like another tactic as surely their staff can't be that incompetent as a simple check on their site shows the final read is above the opening read.

Now I've moved over, just a case of raising a small claims court, as I don't think I'm going to receive the money they have been sitting on for the last 6 months back.

Unfortunately I registered with them for a new property but have only just moved in, hence them sitting on £500 of my money.

Oh yeh, raised a complaint with the Ombudsman, however I wouldn't recommend. Spent an hour while their guy filled in their forms, & then he tells me he's lost it all so need to go through it all again.

fizz07

Spent another 45 mins on hold and then finally managed to speak to an advisor who kept thinking it was afternoon (said good afternoon about 5 mines while talking).

When I finally got her to listen she read out what the complaints handler had sent me. I talked her through checking their own records and she then agreed that the opening reading was lower.

After another 20 mins - Yes you guessed it, in the same position!!! What a joke this lot are, can't believe they are allowed to keep people hard earned money like this.

MartinHa

Being completely ignored by Extra Energy, won't pick up phone, answer emails, or complaint letters . I can see its not worth even trying.
Good luck everyone. I'm off to ombudsman.

AbbieCadabra

i didn't think it possible, but from the latest posts, it appears that things are getting even worse at EE! at least you used to be able to get through on the phone, not that it made a great deal of difference to anything though.

i really would be getting out now if i were you...

bartman

Back in January I decided I'd had enough of this lot - I couldn't get any info from logging in to my account on their website as to my usage, only that the credits from my bank account were adding up! Then the amount which had previously been credited as a govt rebate was taken off again. I got no response to the complaint I sent via their website, couldn't get through on the phone, so I switched and cancelled the DD.
Eventually, they sent me a bill a couple of weeks ago, notifying that they would be collecting it via DD. Yesterday, I got a call from a very polite and articulate chap in their collections dept asking me whether I agreed the bill was correct - I said I thought it was as far as I could see, and he noted my remark about the rebate (from which I knew that my complaint back in January had been received), and I agreed that I had seen that it had indeed been correctly credited to the final bill.
I said that I was happy to pay the bill for the usage, but not the £50 exit penalty in the circumstances. he was happy with that, and said he would put a complaint in about it on my behalf.
Now today I get an unpleasant woman from the complaints dept who said that they wouldn't waive the fee as I could have cancelled within the 14 day cooling off period if I wasn't happy with them!
I terminated the call, she then emailed to confirm what she had said and that she had closed the complaint. I replied that I would be referring to the Ombudsman if they persisted in demanding the £50 and that I wanted all future comms to be in writing.
I'm hoping that they're going to see sense and give up on the £50.
Has anybody else had this waived?

MABLE

bartman wrote: »

I said that I was happy to pay the bill for the usage, but not the £50 exit penalty in the circumstances. he was happy with that, and said he would put a complaint in about it on my behalf.
Now today I get an unpleasant woman from the complaints dept who said that they wouldn't waive the fee as I could have cancelled within the 14 day cooling off period if I wasn't happy with them!
I terminated the call, she then emailed to confirm what she had said and that she had closed the complaint. I replied that I would be referring to the Ombudsman if they persisted in demanding the £50 and that I wanted all future comms to be in writing.
I'm hoping that they're going to see sense and give up on the £50.
Has anybody else had this waived?

I certainly would hold out for the cancellation of the £50 fees. I politely put my request to an advisor who monitors the social media sites at EE and without hesitation it was refunded.

They have to be seen treating all customers fairly.

ICM

Like many other people here I am having trouble communicating with Extra Energy. I cannot get my final bill from them despite repeated requets just the same old promises and they do not respond to the message system on their website. I have switched to GB Energy (as per MSE Energy Saving Club advice) and GB Energy do respond to emails and are cheaper than Extra Energy.


I think I will have to go to the Money Section of the Daily telegraph to get my final bill.