Add your feedback on energy supplier Extra Energy

ianG

busybee100 wrote: »

Thank you both, one less thing to think about.

I plan to cancel my dd before the next payment is taken which should mean I owe them £20 or so.

Please be aware that they will add a charge to your bill of 12.50 then 17.50 when a 2nd DD payment is missed. My situation is confusing but they misread a meter, upped the DD and I phoned and they agreed to reduce the DD. The next month they took the upper DD figure so I cancelled the DD. Phoned again and got the DD reset but, but they tried immediately to take that new sum and the DD failed. The have to set up the DD before extraction so I now have 2 breeches of DD outstanding. There is a valid DD order now but I have sent emails and letters to all addresses I can find. They contacted me today but each time I speak it is with a different person and they seem unable to do anything other than say the Billing team will call (yeah right).

Like others have said they make a note on your file but it is ignored.

Leaving on the 2nd Oct so I will see how that works out.

Maxwell007

Goodbye EE in 2days time your very cheap but very pants, its sad to say but i'm so happy to leave them it was fun while its lasted,

anyways its hello Eon, I had a quick chat with them today and they answered the phone in under 1minute in a very polite mannor & all questions answered with honesty & in a caring fashion and left me with a spring in my step looo0l,

has anyone had a QUICK refund or Quick final bill from EE without a fight !?!?

Toki

Maxwell007 wrote: »

Goodbye EE in 2days time your very cheap but very pants, its sad to say but i'm so happy to leave them it was fun while its lasted,

anyways its hello Eon, I had a quick chat with them today and they answered the phone in under 1minute in a very polite mannor & all questions answered with honesty & in a caring fashion and left me with a spring in my step looo0l,

has anyone had a QUICK refund or Quick final bill from EE without a fight !?!?

Left them also and gone to Eon. Been quoted 4-6 weeks for final bill. They've got the final reading and refuse to refund my money, account in credit over £350 but havent had a bill since June. Only 1 bill in 12 months isn't good enough and that one I had to fight them for.

I don't believe we'll get a final bill without harrassing regularly.

I notice they intend to take another £82 on the 1st of October although I've left them 11 days ago! Waiting on the phone for 20+ minutes right now.

youravinalarrrf

Maxwell007 wrote: »

has anyone had a QUICK refund or Quick final bill from EE without a fight !?!?

I finally waved goodbye to them last Thursday but I'm not holding out much hope of receiving my final bill any time soon.

I don't remember seeing anyone posting that they had received their final or more importantly received a refund of their credit balance.

Section 5.2.d of the Terms & Conditions in the original Welcome Letter states:-

5.2.d. We will take all reasonable steps to send you your final bill within six weeks of the transfer to your new supplier being completed. If we receive further information that allows us to correct a mistake in your final bill, we will send you a corrected final bill as soon as possible after we receive the further information.

According to that they now have six weeks to come up with the goods or they will certainly be facing yet another formal complaint, then the Ombudsman and finally small claims court action to get the credit balance refunded.

On balance a leopard isn't very likely to change it's spots so don't know whether I should start the formal complaint now to cut down the inevitable delaying tactics they will use by 8 weeks.

chas1999

I just checked into the forum again to see if things have got any better since I left EE last December. It seems not. If anything they are worse.

Looks like quite a few are leaving. For you I have the following comments and advice:

DO cancel you DD whether you are in credit or not. I have evidence that months after I left they tried to take a £300+ DD payment from my bank when I was still fighting to get overpayments refunded.

For those of you in credit expect a long wait and a fight. I got several "Final Bills". One of these, 5 months after I left, got me my refund plus a goodwill payment. But even after that payment I got yet another Final Bill. My still-live EE online account shows, incorrectly, that they owe me money.

And don't think you've got rid of them. A few weeks ago a meter reader knocked at my door. He didn't identify which company he was from but I guessed so I invited him. I laughed when I saw the look on his face when he saw my newly-installed E.On smart meters.

And a word for E.On. They are everything that EE are not - great customer service, excellent full-facility website, and bills produced within hours of a request. I switched because of EE's poor service to a marginally cheaper E.On tariff expecting to pay the exit fees. And they have recently allowed me to change to the new MSE Mass Change tariff that is cheaper than anything currently offered by EE. That change took effect on the day I requested it.

Toki

Another call this morning and they cannot and will not stop my direct debit so after moving on 2 weeks ago to E.on they are still going to take over £80 off me. Few excuses, to amend the DD would take a full review and this can't be done now account is closed, advised me to stop DD which i don't want to do as may affect credit rating. Then the DD is a month in arrears so will take for September, never mind my accoun is over £350 in credit!

Glad I've moved on. Final bill in next 4 weeks then up to 21 days to settle.

molerat

Are you actually in credit by calculating the final bill yourself ?

Stopping the DD will not affect your credit file as EE do not report to any of the CRAs. The only way it could affect you is if they decided to take you to court, get a CCJ awarded and you failed to pay the judgement within a month. If you have calculated you are in credit stop the DD now. I stopped my DD and received the snotty e-mails threatening dire consequences and despite not contacting them by their deadline (which was after my switch date) the world has not ended.

molerat

Thanks to Consumerist on another thread https://forums.moneysavingexpert.com/discussion/5332553 EE are second highest in the complaints league table, 30% higher than even NPower ! https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/citizens-advice-consumer-work/supplier-performance/energy-supplier-performance/how-does-your-energy-provider-stack-up/

Toki

molerat wrote: »

Are you actually in credit by calculating the final bill yourself ?

Stopping the DD will not affect your credit file as EE do not report to any of the CRAs. The only way it could affect you is if they decided to take you to court, get a CCJ awarded and you failed to pay the judgement within a month. If you have calculated you are in credit stop the DD now. I stopped my DD and received the snotty e-mails threatening dire consequences and despite not contacting them by their deadline (which was after my switch date) the world has not ended.

Yes, I have worked it out based on my readings and in credit. Dissappointed that they seem fit to take a payment 2 weeks after supply has ended. Appreciate your point on the DD, I tried to amend online also but it'll only allow you to amend upwards!

Emaxwell

Just had he threatening email following my cancellation of the direct debit. We moved at the beginning of September, sent them the final readings and had the usual c**p about 6 weeks needed before they could send a final bill. They then took the direct debit last week which I wasn't expecting (should have found these posts earlier) so I cancelled the direct debit. I decided to try and phone them as they threatened to charge an additional £12 for any further correspondence if I did not do so, and was kept on hold for 1hour 32 minutes! I have now moved to Ovo - pretty cheap, but not the cheapest but with a good rating for customer service, and so far( fingers crossed) they seem fine with only a very short wait on hold each time I have called.

EE seem to manage to offer low prices by reducing staffing costs, hence the long call waits.