Add your feedback on energy supplier Extra Energy

fizz07

:mad:Just an update with my issues::mad:

After an hour on Hold:

4 months later their so called complaints handler has pulled a new trick, advising (via their pass the buck messengers) apparently my old supplier before I joined them gave a higher gas reading than the one I left with. This is after it was my new supplier that was at fault. After I advised I'd spoken to the new supplier it's now the old one dating back to Feb 2015.

I spoke to my previous supplier before them who advised that all was agreed 4 months ago, so not sure why they are now disputing and oh year they don't have a record of any recent dispute.

This company is getting worse guys. I'd stay well clear and cancel any DD's if you are in credit with them as I'm owed £100s as made the mistake of joining them and just agreeing to high DD payments for a property I've not lived in.

JUMP & STAY AWAY BEFORE YOU GET WIPED

Cookyboy2

Hi, anyone know how to bypass the 30 minute wait every time I call them. Trying to get an invoice from them for over a year. Each call takes an age and never get anywhere. Their so called complaints procedure doesn't work. Really dissatisfied with them.

AbbieCadabra

google is your friend, from CEO email dot com

extraenergy

Mr Moti Ben-Moshe Managing Director

Email [email]Moti @ ExtraEnergy. com[/email](remove gaps)

Postal Address 20 Colmore Circus Queensway, Birmingham, B4 6ATM
Company Number 08053154C
Company Status Active (Established 01/05/2012)

See also
Companies House data for UK companies from 08053150 to 08053159

Related lists UK Companies
SIC Code 35140 - Trade of electricity


also, try [email]feedback @ extraenergy .com[/email] (remove gaps) as this appears to be a complaints team

lisa110rry

Well, you'll never guess!

Had a call from "Joey" just now about my complaint letter dated 16th June 2015. I just told him it was too late and that I knew why he was ringing now because it is seven weeks to the day since my complaint and if there had been no input for one more week I could have gone to the Ombudsman.

Now, I'll just cancel my direct debit, thanks Joey for reminding me that I planned to do that.

Snowbelle

fenwoman wrote: »

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/

They are not allowed to do this under the Direct Debit Guarantee. You should contact your bank and ask for a full refund.

lisa110rry

So, cancelled my direct debit yesterday and today I get the following email:

[FONT=&quot]Your Direct Debit has been cancelled[/FONT]

We’ve received notification from your bank that you’ve cancelled your Direct Debit instruction. This means we won’t be able to collect your agreed payments.
Please provide your new Direct Debit details as soon as possible, by calling us on 0800 953 4777 or 0330 303 4777, so that we can set up a new Direct Debit instruction for you.
If you’ve missed a payment we’ll also need to take this from you, so please have your debit card available just in case.
[FONT=&quot]We don't want you to pay more[/FONT]

It’s important that you contact us as soon as possible. If we don’t hear from you within 10 working days of the date of this correspondence, we’ll automatically switch you to non- Direct Debit prices. This means you’ll pay more for your energy.
In addition, if the payments you’ve made so far don’t cover your usage, you’ll need to pay the outstanding amount.
[FONT=&quot]Keeping you informed[/FONT]

Below are the prices you’re paying as a Direct Debit customer and those you’ll pay if you’re moved to a non-Direct Debit payment method:

(Some stuff removed by me because it either identifies me or is irrelevant.)

Victor_Delta

Don't worry! I got this too when I recently cancelled my DD - having calculated that they would still owe me money when I leave them at the end of Sept, when the fixed term comes to an end.

So I phoned and spoke to the billing people (using the 'make a payment' option) who agreed this was ok, and I took the name of the person I spoke to. Now if they try any funny business, I will refer back to this phone call. An email might have been even easier.

hra_2

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.

Snowbelle wrote: »

They are not allowed to do this under the Direct Debit Guarantee. You should contact your bank and ask for a full refund.

And claim back both the bank charges and exit fees from Extra Energy (the exit fees because they ignored readings, breached the guarantee twice with an unjustifiable amount and took the second payment even after making a written promise that it was not due).

Onbudsman

lisa110rry wrote: »

So, cancelled my direct debit yesterday and today I get the following email:

[FONT=&quot]Your Direct Debit has been cancelled[/FONT]

We’ve received notification from your bank that you’ve cancelled your Direct Debit instruction. This means we won’t be able to collect your agreed payments.
Please provide your new Direct Debit details as soon as possible, by calling us on 0800 953 4777 or 0330 303 4777, so that we can set up a new Direct Debit instruction for you.
If you’ve missed a payment we’ll also need to take this from you, so please have your debit card available just in case.
[FONT=&quot]We don't want you to pay more[/FONT]

It’s important that you contact us as soon as possible. If we don’t hear from you within 10 working days of the date of this correspondence, we’ll automatically switch you to non- Direct Debit prices. This means you’ll pay more for your energy.
In addition, if the payments you’ve made so far don’t cover your usage, you’ll need to pay the outstanding amount.
[FONT=&quot]Keeping you informed[/FONT]

Below are the prices you’re paying as a Direct Debit customer and those you’ll pay if you’re moved to a non-Direct Debit payment method:

(Some stuff removed by me because it either identifies me or is irrelevant.)

Seriously, people need to cancel their DD's to run up their accounts into debit and simply walk away from EE.
EE needs shutting down full stop, they have more than enough time to fix their teething minor issues so EE would say.

Cancel DD, run up a debit and promise EE the world when it comes to [paying the bill. Dont forget, every bill is wrong and ask for a re-calculation.

EE fully deserves your support and full attention.

Give it them.

chas1999

I switched from EE last December and after quite a bit of hassle got my overpayments refunded 5 months later.

I thought I'd got rid of them at last and thankfully. But no!

Yesterday an EE rep turned up at my house to read the meters. I wish I'd been in to see his/her reaction when attempting to read the new meters fitted by E.On only the day before with readings not much more than zero.

Is there any part of this company that functions well. I think not.

This is no longer a new-start company but judging by all the recent posts they are getting worse than ever.