Add your feedback on energy supplier Extra Energy

olisun

!!!!!! the calculations seem to be completely wrong.

For e.g my gas charges on the bill are £463.54 including standing charge.

But using this site https://www.ukpower.co.uk/tools/smart_meter_calculator/gas/10-Southern

And selecting all the correct options my gas charges come up as £207

EE has calculated my units as 12321.kWh and the above website has calculated it as 4,374kWh.

cifpower

So our company has received its first bills from Extra Energy. They have charge the day rate as evening rate and vice versa.

All 7 contracts are under investigation.

My manager has not been getting any replies from his e-mails and the promises to call back are broken.

But the direct debits are still taken.

olisun

olisun wrote: »

!!!!!! the calculations seem to be completely wrong.

For e.g my gas charges on the bill are £463.54 including standing charge.

But using this site https://www.ukpower.co.uk/tools/smart_meter_calculator/gas/10-Southern

And selecting all the correct options my gas charges come up as £207

EE has calculated my units as 12321.kWh and the above website has calculated it as 4,374kWh.

The above website and the calculations from the following post match.

http://forums.moneysavingexpert.com/showpost.php?p=68615644&postcount=1859

Seems EE have miscalculated my bill.

Can anybody help me calculate my bill so that I don't look like an Idiot?

EDIT; It seems to be correct. My meter is Cft

Louise_Wates

Extra Energy certainly have very low prices but this reflects in their non existent customer service. I expect this is how they manage to keep costs low to be fair. However if you need to call them you will wait forever, i have used their question tool in the contact us section and they reply sometimes and ignore other messages. All we have wanted is an up to date bill as we joined last November and we are now in nearly August and we cannot get a bill on our actual spend. So i guess if your confident not to want anything from them then the deal is good but if you need assistance then forget it.

andy1c

does anybody have a email for EE?
i sent an email of complaint on 16/7 to 'customercare@extraenergy.com'
and no reply
thanks

phoenix_w

Just to add to all the tales of woe...

After 6 months of waiting after moving house, finally got a bill from EE showing I was nearly £200 in credit. Credited to my bank account in early June! Brilliant.

Six weeks later - no funds. Phone up EE who say "it takes 4-6 weeks after the date on the bill to get credited, but it's been that long.. let me check...", turns out that no one is being credited automatically and all refunds need to be requested manually. Call handler submits the request and tells me that it'll be in my account in 5 days.

8 days later - nothing. Phone up EE who first try to tell me that I need to wait 4-6 weeks, but then relent and say they've put through another refund request. This time I also get an email with the date the money will hit my account... Today...

Needless to say that I've received nowt and will ring up tomorrow for the latest catalogue of excuses... Feel very tempted to invoice them for interest and time taken out of my day to get my money back!

pepsimax78

Its getting worse peeps, emailed them yesterday and the auto reply doesnt even say they will respond within 10 days anymore! They weren't meant to charge me exist fees but they have so I emailed them at the start of July to rectify to find yesterday they have cancelled the old bill and produced a new bill with the exist fees still included and tried to take the direct debit for the higher amount!! Thank god I cancelled my direct debit when I switched, PLEASE DO NOT BE WORRIED ABOUT CANCELLING YOUR DIRECT DEBIT WITH THIS USELESS BUNCH, have seen so many posts where people are having to wait months for their money back.

Has anyone managed to get compensated for phone calls and wasted time trying to sort their accounts out?

I CANT FIND THE STRENGTH IN ME TO CALL THEM ANYMORE AS THE EXCUSES ARE JUST GETTING MORE AND MORE RIDICULOUS, THEY JUST SAY WHAT YOU WANT TO HEAR TO GET YOU OFF THE PHONE!

fenwoman

AVOID them. Cheap prices yeah, at the start, until they take double the amount from your bank for no reason. My monthly DD was £106 and they suddenly started taking £204 without telling me. I ended up paying the bank £25 because I hadn't enough money in. Spoke to the bank, spoke to Extraenergy and was spoken down to by a young girl who spoke over me, started speaking slowly as though I am an idiot (I am a Mensa member with a 172 IQ) and who called me stupid!!
Spoke to another person who was helpful, told me I was in credit and that they wouldn't take any more money from my bank, and sent me an email to confirm. That was 3 weeks ago. This morning I got a call fro Extraenergy telling me the DD payment had been refused today.
I asked why no record of the problems was on my file. Explained all that had happened and asked why they were trying to take money from my bank when I was in credit with them. My contract is up in September and I'm leaving them today. Frankly the early get out penalty fee is cheaper than paying bank charges every month because they decide to take double what they should, for no apparent reason.
I kept asking who decided to take double and why this was decided, because I give them meter readings regularly. To date nobody has explained why. Then I found a website and discover that others have the same experience as I.
Sure they have cheap prices, but their !!!! poor service frankly, does not in any way balance it out. They are seriously not worth the hassle you'll invariably get with them.
I had a vision of customers leaving in their tens of thousands, running screaming like lemmings off a cliff.
I was with Southern electric before I went to Extraenergy and frankly, they were wonderful in comparison.

http://energy-advise.com/2014/07/03/extraenergy-review/

Le_Chooch

Quite frankly RUN!!!! Customer support is aweful! No response. 7 months in and still no first bill. I dont like nasty suprises so I like to know where I stand and if Im in debit/credit. Im not the ONLY one complaining. IM OFF!

Hern

Extra Energy is an energy company which clearly works very hard to live up to its name, viz:

Extra hassle: trying to make sense of what passes for its Customer Service / its website / its charges is guaranteed to leave the consumer baffled / weary / frustrated / exasperated / worried. And sometimes, insulted;

Extra costs: trusting the company to provide accurate bills is like trusting a fox to serve dinner in a chicken coop: you're pretty much guaranteed to have your meter readings ignored / readings miscalculated / tariffs mixed up / Direct Debit payments varied without notice and extra money taken from your bank without your consent;

Extra incompetence: self explanatory;

Extra indifference: likewise, self-explanatory;

Extra profits: accruing to this small German-owned UK start-up company as a consequence of all the above because anyone can make a profit by not putting money into resourcing an activity or enterprise in terms of staffing, accounts administration, and billing systems.

All in all, Extra Energy is a landmark in the UK's regulated energy supply market. . .

. . . and an Extra kick up the expensively fat a$$ of a regulator so incompetent itself that it refuses to examine the books of any energy supply company to ensure that it has the financial wherewithal to enter the UK market in the first place: Trotter's Gas & Electricity Supply Company (Peckham) Limited? Oh, no problem, Del. Here's yer licence to operate . . .