Add your feedback on energy supplier Extra Energy

hra_2

ianG wrote: »

EE have just sent me a nasty letter saying that as my DD did not go through they are charging me 12 quid. I stopped their DD as it was over twice what it should have been. They also say the next reminder will cost me 17.50!

I am on hold as of now.

What do you do with these sharks?

Perhaps EE should realise that if you went to the Ombudsman with your complaint, 8 weeks after you reported it, then they might well award compensation well above what EE are threatening you with. You would probably have a good argument for claiming that back as well, as EE took money they agreed they were not entitled to and had promised not to take. Plus there are all the billing failures which led to this (DD guarantee, licence conditions). Finally if they are charging £17.50 for one reminder how does that compare with all your time spent...

If you are not imminently switching though, it might be expedient to re-instate the DD and reverse any further incorrect sums under the Direct Debit Guarantee.

ianG

hra wrote: »

Perhaps EE should realise that if you went to the Ombudsman with your complaint, 8 weeks after you reported it, then they might well award compensation well above what EE are threatening you with. You would probably have a good argument for claiming that back as well, as EE took money they agreed they were not entitled to and had promised not to take. Plus there are all the billing failures which led to this (DD guarantee, licence conditions). Finally if they are charging £17.50 for one reminder how does that compare with all your time spent...

If you are not imminently switching though, it might be expedient to re-instate the DD and reverse any further incorrect sums under the Direct Debit Guarantee.

Thanks. Yes I have done both things, I did speak to them a month back and agreed a new DD (much lower) and in the meantime started a switch which will happen on the 2/10/15. One other thing: the letter was addressed to the wrong town and region but with correct name and postcode. However the supplied address is as the envelope address so my reckoning is that they have a non-valid document. They know my real address as it is in the online account, how stupid are these people?

Anyway, I am making a formal complaint and saying that I will challenge any attempt to take this extra fee as my acct is in credit anyway and they spoke with me and agreed to set up a new one. I am sending it to all the email addresses I can find and a postal one to the company registered address and to Mr Mordechay Ben-Moshe - the director.

What a shower!

[Deleted User]

My DD has gone from £79 to £405 per month, multiple telephone calls, thirty minutes wiats with no answer, totally incompetent/useless and impossible to speak with on their nutty DD increase.
I've now cancelled my DD and am switching supplier and will deal with them through the small claims but I really don't need this crap. I would STRONGLY advise anyone considering moving to them to give their customer care line a call beforehand to get a feel for how it is to deal with them.

MABLE

After my experience with EE I would never return even if they turned out to be a lot cheaper. I am with E.on now and find them excellent in every way.

flionus

extra energy sent me a bill in May this year for November last year. I sent messages via their site asking for an accurate up to date bill - nothing. They failed to take my direct debit in August and September, and I cancelled it as I was thinking of renewing or changing, and calculated that they owed me about £400. I immediately got an e-mail threatening me with exorbitant charges. I phoned their "helpline", and after 36 minutes on hold, a human voice, told me that an up-to-date bill had just been calculated and would be sent out in 4 weeks. I pointed out that it would then be out of date, and all the rep could do was apologise. An e-mail yesterday said that my direct debit would increase by 35%. I got the bill today, and it is up to June.
I am in the process of changing to Green Star.

Victor_Delta

flionus wrote: »

extra energy sent me a bill in May this year for November last year. I sent messages via their site asking for an accurate up to date bill - nothing. They failed to take my direct debit in August and September, and I cancelled it as I was thinking of renewing or changing, and calculated that they owed me about £400. I immediately got an e-mail threatening me with exorbitant charges. I phoned their "helpline", and after 36 minutes on hold, a human voice, told me that an up-to-date bill had just been calculated and would be sent out in 4 weeks. I pointed out that it would then be out of date, and all the rep could do was apologise. An e-mail yesterday said that my direct debit would increase by 35%. I got the bill today, and it is up to June.
I am in the process of changing to Green Star.

Yes, as you'll see from the rest of this thread, your experience sounds pretty typical!

Glad you have already initiated the move to another supplier.

lisa110rry

Hello all,

Well, I assume my switch went okay, I've emailed Green Star to ask. How long do you think I should wait before writing to EE to request my final bill and (small) refund?

My concern is that the switch may not have actually happened and extra days will be guesstimated which would be unfair as we were away on holiday last week.

/\ Regarding the comments above about snotty letters, when I got | | one (after having written, recorded delivery, to say why I was switching and cancelling my DD) I got a lad on the phone who said he would make a note of my plans and I was not charged the £12, nor has a further DD been taken, that was in August.

lisa110rry

Oh dear, I think I may now know the answer to my query as to whether the switch has gone through - Extra Energy have just telephoned me for meter readings! Well, reading for Electricity anyway.

Boohoo!

Update: Have just phoned Green Star and they confirmmed the switch went through as planned and they confirmed the start readings as I gave them to both Green Star and EE on the switch date. Very good.

molerat

Why have EE contacted you for meter reads, it is all driven by the gaining supplier. EE should use the reads supplied by Green Star and Green Star should be telling you that they have taken the supply. Looks like you may have jumped from the frying pan ........

lisa110rry

Exactly, that was my concern molerat. However, Green Star have the correct reads and I was extremely clear when speaking with the EE person to explain that they had to use the reading I gave them on 10th September.

It was funny, the lady (sounded British, middle aged and well spoken) asked if I could go and read the meters. I said I could not as I was at work but I could give her the meter readings taken on the switch date. She seemed surprised I "still had them". I explained that I have a little spreadsheet...