Add your feedback on energy supplier Extra Energy

ianG

Just looking through these posts, (all 113 pages of them!) and on Facebook there are a good collection of very similar problems. I was just wondering, as I was led to this disastrous company through MSE Energy Club, whether Martin Lewis could/should intervene and sort this lot out.

Any thoughts? If a group of us ask maybe some pressure could be brought to bear by MSE?

Mikey17

Mikey17 wrote: »

Quite right, that occured to me too..They have 28 days apparently. Fingers crossed. Will let the forum know

So after leaving in mid March, I got my refund Oct 1st. However this was due entirely to the ombudsmans intervention.
Thank you to the ombudsman. Goodbye Extra Energy, it's been a blast

Lily_T

Switched to this company as it came recommended through MSE; 10 months on they've decided to more than quadruple our Direct Debit: serious misquoting going on when researching better tarrifs.

Eventually managed to get through to them after waiting twice for half an hour and agreed to pay outstanding amount in full and retain current DD; they then billed us for amount in full and instead had nearly tripled our Direct Debit.

All online messages sent go unanswered and wait times are min. half an hour (I was told this after going through to the sales team out of frustration; funnily enough they pick up that line). The one and only time I did get to talk to someone they told me they have to ignore messages and calls as they're severely understaffed.

I've tried every way I can think to complain but when they just outright ignore customers - except for reminders that my Direct Debit has been cancelled: yes I know, I did it because I had no choice - there's nothing to do but wait the obligatory 8 weeks before getting the Ombudsman involved.

PLEASE AVOID and spare yourselves!

lisa110rry

I agree LilyT, though I have had reasonable luck with writing "Signed for" letters to their registered office and working address (and as mentioned I quite like Vivaldi and have hands free calling on my phone so I can just get on with things while waiting).

Just waiting until 42 days after my switch on 10 September to write again to demand my final bill and (small) repayment.

tomthered

Well I signed up to leave EE and go to EON with the MSE collective switch. On E-ON's side everything has been great. lots of communication. Told by them I was their customer as from 5 October but just received a letter from EE to say they were going to apply for a Warrant of Entry as I had cancelled my DD. I notified them that I was moving to E-ON and gave meter reads to them and EE. I calculate I will be £36 in credit after what I owe is taken.

Have just phoned and got through to them and they apologised. The letter was dated 9 October so how the hell they can send a letter dated after I had moved I have no idea. Just glad to have moved, reading the forums I suppose I will struggle to get my refund but at least its only £36 and not more!!

Maxwell007

just got an email from EE saying :
Your final bill is being generated and should be emailed to you within the next few days, I will keep you posted . . . . .


http://www.resolver.co.uk/companies/extra-energy-complaints


[EMAIL="DomesticBilling@extraenergy.com"]DomesticBilling@extraenergy.com[/EMAIL]


[EMAIL="smebilling@extraenergy.com"]smebilling@extraenergy.com[/EMAIL]


[EMAIL="customerpayments@extraenergy.com"]customerpayments@extraenergy.com[/EMAIL]


[EMAIL="customercare@extraenergy.com"]customercare@extraenergy.com[/EMAIL]


[EMAIL="CCAgent-HS@extraenergy.com"]CCAgent-HS@extraenergy.com[/EMAIL]


[EMAIL="billing@extraenergy.com"]billing@extraenergy.com[/EMAIL]


i'm sure they have more email addreses . . .


I would like to say RIP to our long lost EE Reps
Join date: 28-03-2014
Last Seen: 08-07-2015 1:21 PM
So so very sad

Catslovelycats

I've received a bill!!!!!!!!!!

Now to work out how to get back the £520 I'm in credit!

Catslovelycats

Maxwell007 wrote: »

just got an email from EE saying :
Your final bill is being generated and should be emailed to you within the next few days, I will keep you posted . . . . .

If it's any consolation, about 6 months after receiving my first such email, I have just received my first bill. Just dont hold your breath while you wait...

smartermind

We have a small company business account with Extraenergy and have found that they are an awful company. Only respond or phone you when it suits their purposes otherwise they ignore all emails and letters. Phoning them is pointless as they lie through their teeth. We got an estimated bill which was 5 times our actual usage. They claim to sent email reminders for meter readings, but no such reminders were sent or received. Wasted nearly 45 minutes each on two phone calls to give correct meter readings. Each time they promised that an updated bill would be produced before the direct debit date. but wasn't. Told them that the direct debit would be cancelled unless a corrected bill was received. They didn't correct it, but tried to claim the incorrect estimated amount on the DD date. Cancelled the direct debit online with the bank the day before it was due to go out (a Sunday), but they still claimed it. Phoned the bank the following day and told them to reverse it (under the direct debit guarantee).

Funnily enough the following day (after the DD date) an updated bill was produced with the account showing as being in credit by £360 odd. But of course the DD had been reversed, so it wasn't in credit. I will now pay by direct bank transfer until the contract end date (which can't come soon enough).

When I phoned to complain about the excessive direct debit that they tried to take, was told that we would have to wait until the next bill to reclaim the overpayment. But when they found we had recalled the "overpayment" direct debit, they promptly produced two new bills within weeks of each other.

I sent them a termination notice and immediately received a reply that we couldn't even give notice of termination until 120 days before the contract end date. So I'll simply send them a notice on the 1st of each month until we are able to actually terminate at the end of March 2016.

They set our account up with an incorrect address. It took them took three months to respond but have until this week failed to correct the address - they demanded "legal proof of address", even though it was their mistake and not ours!

Have written to them and will complain to the ombudsman at the appropriate time.

This company is definitely one to be avoided like the plague, so I am dismayed that MSE cheap energy club is still recommending this awful energy company. They appear to be set up to scam customers and not provide a valid service. :mad:.

kirsteenSK9

tomthered wrote: »

Well I signed up to leave EE and go to EON with the MSE collective switch. On E-ON's side everything has been great. lots of communication. Told by them I was their customer as from 5 October

I also signed up for this switch to E-ON. I received email acknowledgement from ExtraEnergy on 19th September that I was leaving. I provided readings to both companies via their websites on 01/10/15 as requested. According to E-ON the switch happened successfully on 05/10/15. I send a message via the Extra Energy website from my account asking for my final bill and the resulting refund to be made.
Then a few days later I received a phone call from ExtraEnergy asking for my meter readings. I explained that I had submitted them via the website on 01/10/15 - I was asked for them again so I gave the same meter readings and then it became apparent the girl on the phone had no idea I had switched. I explained all this to her and she said it wasn't her department and ended the call.
Having heard nothing further, I phoned ExtraEnergy yesterday, 14/10/15 and finally got through after half an hour on hold. Went through the whole story on the phone asking when I would get my final bill and my refund due. I was eventually told by the girl on the phone that she would fill in the relevant forms there and then and it would take around two to three weeks to finalise everything and refund the credit on my account (which is only there because they raised my direct debit out of the blue!).
Their level of incompetence is staggering. I'm just glad I'm not talking about huge amounts of cash, but am not expecting it to be easy to get my hands on the money they owe me...