Add your feedback on energy supplier Extra Energy

WANDSWORTH20

The complaints department says that the maximum compensation they pay for poor customer service is £30 and this needs manager sign off. It'd be good to know what the Ombudsman awards for two months of calls, numerous complaints (none of which addressed or investigated) and being on hold for an hour every time.
I've already reported this company to the ICO as they gave me a tariff agreement with another customer's details all over it tracked changed with my details as a new customer (the new agreement). My tariff was agreed with me over the phone beforehand and I event set the direct debits up. Speaking with Extra Energy today, they said they can't find any record of that tariff and my tariff was never arranged, Guess, they need to add "tampering with evidence" to their long list of woes!
The ICO has a copy of that agreement and said they were very interested in the data breach and would investigate Extra Energy, if only Ofgem had the impetus to take an interest.

Paulbluenose

Just finished a 1 year contract with them, and so glad to be away. They do offer cheap rates, but they need to be watched. Time for them to answer calls is a minimum of 1/2 hr, bills are late and need checking. They will change direct debits at a moments notice, only upwards

Consumer40

WANDSWORTH20 wrote: »

The ICO has a copy of that agreement and said they were very interested in the data breach and would investigate Extra Energy

Data protection laws are not confined to preventing unauthorised disclosure. There is also a requirement to ensure that data held is accurate and up to date and that measures are in place to prevent accidental loss or destruction of data. So if they cannot find details of agreements they made with you make sure that the Information Commissioner is aware of that also.

footyguy

Paulbluenose wrote: »

... They will change direct debits at a moments notice, only upwards

You are fully protected by the terms of the Direct Debit Guarantee.

Service Providers must provide advance notice of any change in the monthly payment. This is normally 10 working days plus postage time, unless you have agreed otherwise beforehand.

This would give you ample time to challenge any revised monthly payment as described in this useful MSE article:
http://www.moneysavingexpert.com/utilities/lower-energy-direct-debits

ianG

footyguy wrote: »

You are fully protected by the terms of the Direct Debit Guarantee.

Service Providers must provide advance notice of any change in the monthly payment. This is normally 10 working days plus postage time, unless you have agreed otherwise beforehand.

This would give you ample time to challenge any revised monthly payment as described in this useful MSE article:
http://www.moneysavingexpert.com/utilities/lower-energy-direct-debits

Thanks for mentioning that point as this is the root cause of my problem with EE. They agreed on the phone for a new DD, they sent at the same time a new bill by email with the correct new DD but then next month they took the incorrect amount!

Regarding their back-end databases, I am pretty sure that they have no Royal Mail postcode lookup as they send letters by post to a town that is the base for my postcode and not my actual town. So if you live in Berkhamsted for example, the postcode will be HP4 but they address it to Hemel Hempstead instead. It only arrives as Royal Mail use the first address line and the postcode to route mail. Perhaps something else to alert the ICO about as this is just plain mean penny pinching.

rogcal

Well my Sept 2015 tariff came to an end today and after entering my final meter reading a bill was immediately generated and when compared to my own calculations it was spot on.

I also noted that my new Nov 2016 tariff was showing correctly and also correctly showed that my method of payment was "payment on receipt of bill".

Despite all the negative posts on here and my own poor experiences of EE back in early 2014, I'm sticking with them for another year and continuing with a non DD payment method will ensure I stay in control of my billing and payments throughout the next 14 months.

Ken68

Agree, got my six month internet bill yesterday. Spot on, £49 DD stays the same.
No problems. Tariff ends in March '16.

RMS2

Hengus wrote: »

Provided you didn't apply to switch more than 42 days before the 31st October then EE cannot charge an exit fee/s. They have an Ofgem obligation to inform you that your fixed tariff is coming to an end 49 to 42 days before your contract ends. The time it takes for the switch to go through is not a factor.

The first I knew that my current contract was ending, was an email at about 8:00pm last night, so I put the meeting readings in.

How do I know what I will be paying now and where does this leave me legally.

gt94sss2

RMS2 wrote: »

How do I know what I will be paying now and where does this leave me legally.

Your contract with extra energy continues, it's just your fixed price tariff which has come to an end.

You will be moved to their standard variable rate which is more than expensive than what you have been paying to date.

We received an email from them on 18 August (from yournewtariff@extraenergy.com) explaining the options - check your email/spam folder for an email from them around that date.

I think the tariff they offered to switch you too in the email is no longer offered but your options are basically:

A) stay on the variable tariff;
switch to one of their new fixed tariffs; or
C) change supplier (takes 3-4 weeks) ideally using a comparison site like uswitch and your actually usage figures

Regards
Sunil

PendragonCS

Manage to miss my emails re end of tariff.

Just taken a look at me account....what a mess.

Seems i've have not had a gas bill since i've joined in 06/2014. They've been taking a monthly payment towards gas just not billed have been produced!