Add your feedback on energy supplier Extra Energy

hra_2

bartman wrote: »

I'm hoping that they're going to see sense and give up on the £50.
Has anybody else had this waived?

Lots of people on here.

Be as specific to them as you can about all their failings which led to your leaving especially if they were in breach of terms and you had done your best to address this with complaints which went unresolved. The 14-day cooling off period has nothing to do with their poor service especially if the poor service only emerged since then and over a longer period of time.

They may also need reminding that £50 is probably less than the case fee tbey will pay to the Ombudsman never mind any compensation awarded, and you have had your complaint open long enough to open a case immediately (if over 8 weeks).

chas1999

hra wrote: »

They may also need reminding that £50 is probably less than the case fee tbey will pay to the Ombudsman never mind any compensation awarded, and you have had your complaint open long enough to open a case immediately (if over 8 weeks).

I didn't know about case fees so I checked. Found this on the Ombudsman site.
All businesses are entitled to a number of “free” cases. We don’t currently charge a case fee for the first 25 cases in a year. But we will charge £550 for the 26th and each subsequent case.

So, as hra says, it's probably worth saying to EE that you intend to use the OM if they don't take reasonable action on your complaint.

The site also says "Fewer than one in six of the initial complaints and enquiries we receive to our front-line customer helpline become chargeable cases. The other complaints and enquiries usually usually involve issues that we don’t deal with – or where we can sort things out informally at a very early stage."

My guess, and it's only that, is that failure to produce a bill is covered by the latter unless it's been 12 months or more, but failure to pay back overpayments in chargeable.


I would encourage anyone complaining via the OM to ask for recompense either in the form of waived fees or compensation for the time and stress spent, or as in my case (successfully) both.

MEMBER02

My nightmare with this sham of a company is finally over,ive had my final bill and credit refunded to me apology email and compensation payment made(ombudsman ruling which included exit fees refunded)so now i can move on,hope everyone else gets their bills etc sorted soon

Catslovelycats

Have received this email today. Not holding my breath and not sure which of my many emails it refers to. Still no mention of the £12 rebate or my DD. Will post again if I actually do receive a bill. I suspect these are just empty words, like the similar email from 'Joseph Bonet' back in March.


Thank you for contacting extraenergy, please accept my apologies for the delay in responding to your email.

In regards to your issue, I have looked into your account and it seems you haven’t received your bill as of yet. I have now sent off a request to our billing department to have a bill produced and released to yourself as soon as possible. I am very sorry for any inconvenience this has caused.

If you require any further information please do not hesitate to contact us on telephone number 0800 953 4774.

Please do not respond to this email as I am unable to deal with emails directly.

Yours sincerely

Levi James

spikey92000_2

Onbudsman wrote: »

All done now with EE, im in debit by plenty ;-)

Not heard anything from them and couldnt care less if I never do, I am certainly not in any rush to pay them any monies owed.

The company is clearly not fit for any purpose and anyone with EE need to ensure you are in debit prior to departing.

Did I make the 100th page ;-)

I have to agree with all the comments about EE. They are absolutely useless in the UK. I have even written to Geoff Child's the CEO and that was a waste of time. Just decided to increase my payments by £35 yet I am in credite. I have now complained to the ombudsman. Looking to change to another supplier

fussypensioner

catslovelycats wrote: »

Have received this email today. Not holding my breath and not sure which of my many emails it refers to. Still no mention of the £12 rebate or my DD. Will post again if I actually do receive a bill. I suspect these are just empty words, like the similar email from 'Joseph Bonet' back in March.


Thank you for contacting extraenergy, please accept my apologies for the delay in responding to your email.

In regards to your issue, I have looked into your account and it seems you haven’t received your bill as of yet. I have now sent off a request to our billing department to have a bill produced and released to yourself as soon as possible. I am very sorry for any inconvenience this has caused.

If you require any further information please do not hesitate to contact us on telephone number 0800 953 4774.

Please do not respond to this email as I am unable to deal with emails directly.

Yours sincerely

Levi James

'scues me if I sound cynical but it sounds like they are still using made-up names as they can not "deal with emails directly" I remember speaking to someone on the phone with the name of Barry Garlow or some such spoonerism.


Levi James might as well be Levi Roots!


I checked back here to see how things were going and I can not believe they are still being useless.

MABLE

fussypensioner wrote: »

[/B]



'scues me if I sound cynical but it sounds like they are still using made-up names as they can not "deal with emails directly" I remember speaking to someone on the phone with the name of Barry Garlow or some such spoonerism.


Levi James might as well be Levi Roots!


I checked back here to see how things were going and I can not believe they are still being useless.

When I was with them and if i received any communication i use to google the person who signed the email and often found they were on Twitter and facebook That way I knew it was their real name.

spikey92000_2

I've been with this company since last September, worst thing I ever did. It took me 5 months of letters, emails & phone calls to get a bill. After complaining to CEO on 2 occasions, eventually put on new tariff in April. Out of the blue received a bill for meeting reading in May, not showing any new tariff rates, informing me they were increasing my monthly DD by £35 even though I'm in credit? Numerous emails to them, 2 more to CEO, phone calls eventually got answered after 15 minutes, promised phone call from accounts & nothing. Have contacted ombudsman & cancelled direct debit to see if that brings any action.
My recommendation is to steer well clear of this company, they have less idea than the big 6!

chas1999

spikey92000 wrote: »

I've been with this company since last September, worst thing I ever did. It took me 5 months of letters, emails & phone calls to get a bill. After complaining to CEO on 2 occasions, eventually put on new tariff in April. Out of the blue received a bill for meeting reading in May, not showing any new tariff rates, informing me they were increasing my monthly DD by £35 even though I'm in credit? Numerous emails to them, 2 more to CEO, phone calls eventually got answered after 15 minutes, promised phone call from accounts & nothing. Have contacted ombudsman & cancelled direct debit to see if that brings any action.
My recommendation is to steer well clear of this company, they have less idea than the big 6!

This is post number 2000 and number 1999 above just about sums up the problems that many people have encountered with this dreadful company.

olisun

I received my first and only bill today and charges seem to be at a higher side for 247 days calculated till 07-05 even though I have provided them with more readings..

And they have increased my monthly direct debit by a further £12.

I am not sure