Add your feedback on energy supplier Extra Energy

wasowski

switched to them this month, have called them 3 times, each time I was on hold for around 40min!....this does not bode well I feel...

eab1963

My experience of Extra Energy (EE) has been dreadful.

I sold the property which EE was supplying with energy in June 2015. After 60 mins on hold for customer care, gave final meter readings and told them the date of sale. I received an email confirmation telling me that a final bill was being prepared and, on the back of this, cancelled the direct debit. The account is £565 in credit.

My post is being redirected from the previous property and since receiving the confirmation that the account is closed, I have received 3 letter for non-payment of the direct debit - the first with a charge of £12 (July) and the other two at £17.50 (August and September). They have also send a letter informing me that they have made an application for entry into the property - a property which I no longer own! I pity the new owners have to deal with this.

I have over the past THREE weeks tried to contact EE daily using their 0800 and 0330 numbers. I am on hold for over an hour each time (max 125 mins before the battery on the handset ran out!) and still cannot get through. I have emailed daily and get no formal response.I have sent letters Royal Mail (signed for) and no response. I am now seeking advice from Citizens Advice and the ombudsman regarding this and hopefully will get some resolution, plus my credit balance.

If anyone asked me whether to switch to EE, I would strenuously talk them out of it.

Maxwell007

wasowski wrote: »

switched to them this month, have called them 3 times, each time I was on hold for around 40min!....this does not bode well I feel...

Just Switch AWAY NOW Wasowski . . . .

Consumer40

eab1963 wrote: »

...since receiving the confirmation that the account is closed, I have received 3 letter for non-payment of the direct debit - the first with a charge of £12 (July) and the other two at £17.50 (August and September). They have also send a letter informing me that they have made an application for entry into the property - a property which I no longer own! I pity the new owners have to deal with this.

I have over the past THREE weeks tried to contact EE daily using their 0800 and 0330 numbers. I am on hold for over an hour each time (max 125 mins before the battery on the handset ran out!) and still cannot get through. I have emailed daily and get no formal response.I have sent letters Royal Mail (signed for) and no response. I am now seeking advice from Citizens Advice and the ombudsman regarding this and hopefully will get some resolution, plus my credit balance.
.

There are many stories of dreadful treatment in this thread but yours is one of the worst that I have read.


Have you thought of contacting BBC Radio 4's You & Yours programme? It is a daily consumer programme that investigates exactly this sort of case - so I would think there are quite good prospects that they would take an interest. [EMAIL="youandyours@bbc.co.uk"]youandyours@bbc.co.uk[/EMAIL]

Victor_Delta

Consumer40 wrote: »

Have you thought of contacting BBC Radio 4's You & Yours programme? It is a daily consumer programme that investigates exactly this sort of case - so I would think there are quite good prospects that they would take an interest. [EMAIL="youandyours@bbc.co.uk"]youandyours@bbc.co.uk[/EMAIL]

That's a really good idea Consumer40. For reasons I don't really understand, EE have managed to escape bad national publicity so far - despite the dreadful service they provide (as anyone who reads only a few pages of this unprecedentedly long thread will know).

It's about time, the media paid some attention to EE. This might then stop certain consumer organisations still including them in their recommended providers lists owing to their cheap tariffs.

Adrian607

I am very disappointed with Extraenergy.

They have just automatically renewed my business contract with a higher tariff, after assuring me that this would not happen. I feel cheated. I would be very careful about dealing with this company, as now I will be paying a lot more.

azureus

Briefly - was with them just over a year. First bill after 8 months covered first six weeks only and was wrong. Changed the DD twice without warning. Final bill over 4 months ago and still not had refund of over £200. Waited on average 50 minutes for an answer to calls. Their CEO is called Moti Ben-Moshe with email 'Moti@ExtraEnergy.com'. Suggest you all email him directly with your complaints.
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Mikey17

HURRAH two days after contacting the ombudsman, they called me today, and told me Extra Energy have agreed to refund my money. I cannot believe it, after three and a half months of lies, incompetence, and !!!!!!!! from this decietful sham of a company, the ombudsman have sorted them out :T
Three cheers for the ombudsman, hip hip hooray, hip hip hooray, hip hip hooray :j:j:j:j:j:j

gt94sss2

gt94sss2 wrote: »

Am currently considering if I should do the same - the new EE tariff would be about £60 cheaper for us then our current deal and only £3/4 year more expensive than the cheapest deal currently on the market (a variable tariff with GB Energy Supply - no idea what they are like)

With EE, we haven't had any real problems but only one bill (after 6 months - received in May, dated March)

An update - we decided to to switch to GB Energy Supply in the end. The switch date is 16 October.

As above, we never had any real problems with EE but given others experiences thought we should try a different company.

Our new tariff will only be about £5 year cheaper than what EE were offering and variable rather than fixed..

The only concern now is seeing how well EE deal with the refund due - I estimate our electricity usage is less than originally forecast last year so should be due a resolvable refund

The MSE/Eon deal lost out to GBES as the total cost of their tariff would have been similar but only after taking cash back etc. into account.

Regards
Sunil

peenie57

I've been with these people for about a year and now want to change. I have e mailed them 4 times and waited over an hour on the phone during 4 attempts. Now my rate has gone up and I can't get in touch with them