Add your feedback on energy supplier Extra Energy

chas1999

smartermind wrote: »

We have a small company business account with Extraenergy and have found that they are an awful company. .....
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:.

To be fair to the MSE club there is, and has been for quite some time, a prominent warning below the quote:-

"Warning: Extra scored an awful 65% poor in our last poll, and users have reported billing issues (see the Extra Energy MSE news story)"

My latest comparison showed EE to be the cheapest Fix though GB Energy was a somewhat cheaper Variable.

I used to ignore poor customer care ratings thinking what could go wrong. I found out in a big way and I won't ignore those warnings again.

I'm glad to out of EE. I'm now with E.On and it's like comparing chalk with cheese and at no extra cost due to the MSE Collective Change.

bratislav.garcic

Really, really poor service. First of all they calculated that my direct debit should be £125 even though my previous one was only £55 which is correct amount but I accepted.
Second, when I changed supplier they issued my final bill six+2 weeks after I moved out from property with £200 in credit.
Third, on final bill stated they will issue refund on exact date or around which didn't happened and they said well sorry it will be refunded next week.
NOthing next week then the story was you should receive a refund within 21 days.
And of course I haven't received even after 21 days which is the absolute maximum.
Then after my 4th call to them, after 21 days, they changed they story to 28 days!
I presume it is going to be after 28 days some new period.
And every time I heard customer service employee, always the same... I will send an e-mail to my supervisor. Yep, that really helped if you actually sent an email.
Very inaccurate and not trustworthy service.
For the sake of your nerves and money avoid them.

bratislav.garcic

Avoid avoid avoid avoid avoid avoid avoid avoid

PendragonCS

How are these people still in business!

Called again last week and demanded they sort my account out and start providing me a gas bill (i think 18 months is long enough to wait) and specifically asked for them to log a complaint re this.

Just notice some movement on my account.....for some reason then have now cancelled my last electric bill which was generated in june.....thus now putting my account 1500+ in credit!

I've now started the process of switching but won't be holding my breath for a final bill in the next 12 months or so.

Former_E.ON_Company_Representative:_Malc

kirsteenSK9 wrote: »

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...

Hi kirsteenSK9

Thanks for letting us have your meter readings. Just thought I'd pop on and let you know, when accounts switch, it's down to us as the gaining supplier to let your old supplier have our opening readings. They'll use the same readings to close their account and issue a final bill. This stops the same energy from being charged twice. It may be they're waiting for this information to come through.

If I might explain, as part of a change of supplier, various pieces of information are passed between the gaining and losing suppliers as well as third parties like the regional distributor, meter operator, meter readers, national databases etc. These messages are to let all those involved know about the changed circumstances. Although we started supplying you on 5 October 15, it may be longer before all the information's in place. I can't speak for other suppliers but, where we're the losing supplier, we aim to have our final bill out within a couple of weeks. Issues with the transfer of this information have, though, been known to cause delays.

Hope this is of interest kirsteenSK9.

Malc

Herbalus

It appears ineptitude works both ways.

I cancelled my DD and told customer services I'd only reinstate at a lower amount until a bill was produced, which they agreed to. They then produced a bill, increasing my DD, but have failed to collect it for the last two months! Brilliant.

Counting down the days to switch away penalty free.

beardedbenito

I've had the same problem as everybody else... Increased DD. I rejected it but they continued to take it anyway. Made a complaint and have not heard anything for 2 months!! I've done with them and moved to e.on in the collective switch. No way I'm paying my final bill of £40. Contacted the ombudsman but they seem just as bad and have not heard from them... It's been two weeks! I'll be even more furious if they dare add on their £25 contract break charge.

beardedbenito

Anybody got the CEO's email?

chrishopwood15

I joined them based on price in October 15. My first bill was meant to be sent after 6 months, but it took 9. It was dated to the end of March 1, at which point I was substantially in credit, so it said my monthly DD would be reduced from April. It wasn't, so when I found out about this in September, I complained. Nothing happened, they kept taking the overpayment. Requests for return of their overcharges (nearly £300) have not been acknowledged, so I gave up, switched supplier and cancelled the D/D to stop them taking any more money. They have now sent me a threatening letter to tell me they are charging £20 for chasing the 'debt', have appointed a debt collector who will visit me at a cost of £30, and that they may demand a Warrant of Entry so they can fit a pre-payment meter or cut me off for non-payment.

The cheap price is not worth the lost time and hassle of dealing with them, I would stay well clear if I were you.

ssfsadfsfsadf

Well surprise surprise, guess who hasn't sent my opening meter read to British Gas? Yep EE. Meaning my final British gas electric bill was estimated and higher than it should have been.

Contacted British gas to be told it's up to the new supplier to send the opening read so they can provide me with the final accurate bill. To add salt in the wounds, they also said I cannot switch back to them until I have been with EE for 28 days