Add your feedback on energy supplier Extra Energy

cheapround

Morning,
I too switched on advice from cheap energy club. They upped my direct debit (no need). I have sent numerous emails and tried phoning. Currently on hold for 40 minutes!
one email says I am in credit by £137, the other £9!
Should I cancel direct debit and just pay the exit fee?

Maxwell007

Just read a few pages regarding EE and you will know what to do lool,
All I can say is Runnnnnnnnnnnnn cheapround runnnnnn

jonathandw15

STAY AWAY FROM EXTRA ENERGY - WHAT YOU MGIHT SAVE IN MONEY YOU WILL SPEND IN TIME AND EFFORT ATTEMPTING TO FIX THEIR FAILURE

I applied to join Extra Enegy using the Cheap Energy Club around 7 October 2014 and chose the the "Extra Energy Bright Fixed Price Nov 2015 v1" plan.

The sequence of events unfold as follows:

• 10 November 2014 - confirmation that supply had begun with Extra Energy
• 25 November 2014 - First direct debit leaves my bank account
• 30 November 2014 - first meter reading submitted via webiste. These were submitted on hhe last day of the month without exception
• 11 May 2015 - Extra Energy issues a bill for the period 10/11/2014 - 05/01/2015. None of monthl readings I submitted every month on their webiste were included in my bill or used to calculate usage
• July 2015 - I found a cheaper deal and being unhappy wtih Extra Energy, I elected to break the contract and swtich to another supplier.
• 17July 2015 - Extra Energy send me an email advising me what to do next (ie provide a meter reader close to or on the day of the swtich
• 25 July 2015 - Direct Debit due on this date was cancelled by Extra Energy and did not leave my account.
• 31 July 2015 - received SMS from new supplier asking for meter reading. This was provided to the new supplier and Extra Energy on the same date
• 4 August 2015 - confirmation that new supplier had replaced Extra Energy

My Extra Energy account still reflects a credit balance of close to £400, a closing bill still has not been issued and It is now 10 wees since Extra Energy stopped being my supplier.

I have contacted them on several occcasions and have been fobbed off on each occasion. The excuse on two occasions was a variation of the billing department is "checking to ensure it is 100% ocrrect before it is sent to you" you'll have it within 2 weeks.

2 weeks went by and still no closing bill was received, so I called them for the 3rd time (after waiting 20-30 jminutes on each occasion to reach an operator) and they finally admited thhat that are having billing problems and there is currently a backlog of bills to be issued but I'd have my closing bill within the next week.

Clearly Extra Energy aren't coping at present, and they either dont have enough staff, to cope and/or being a new company, it appears they still haven't solved tha perflexijng issue of sending bills out on time.

Don't touch these cowboys with a barge pole!

yewlodge

The most incompetent business I have dealt with, their licence to operate should be revoked. After nine months of trying to get a bill,with nine emails to customer service ignored and the phones never answered "we are very busy etc" I finally just cancelled my direct debit. Then they keep emailing me with demands that I call them and no response to my request that they call me as I refuse to waste more time listening to their answerphones. I wrote a letter of complaint to their MD, not even acknowledged let alone answered.

Finally I get a bill which shows they owe me money and at the same time I get a letter threatening me with a warrant to enter and seize to gain payment when they owe me money!

What a shody incompetent shambles

firebird082

I have to admit that for most of my year with them I was in the 'switch ASAP at end of contract' camp. However, I've subsequently had 2 bills (admittedly not as many as I should have done, but they are only a couple of months out), and they have reduced my direct debit quite considerably, so I am thinking of giving them the benefit of the doubt for a bit longer. Clearly I am the only one! (or maybe I'm just fed up with managing all the bills...).

ess0two

Anyone got anything good to say about EE.


I've got 14 to days to cancel, but they are a lot cheaper than many others,i've also base my consumption on very accurate figures to prevent any shocks.


Its troubling me to read so many scathing responses on this thread though.

Victor_Delta

ess0two wrote: »

Anyone got anything good to say about EE.

Honestly, no! They may be cheap but you will soon find them very frustrating. The enormous length of this thread tells you everything. I've just escaped from them.

I would strongly recommend you reconsider whilst you still have the chance to cancel. There are many other suppliers out there who are almost as cheap but have much better service ratings. This is worth looking at!

BirnamBear

Biggest mistake I made.The cheapest is not neccessarily the best.The don't answer the phone,don't answer e mails,don't send out bills.I left them on 1/10/15 and they owe my £627.
Will I see it again ?

lisa110rry

BB, I agree. I'm eagerly awaiting 22nd October which will be the 42nd day after my switch. On this day, assuming I've had no final bill, I'll be escalating with recorded delivery letters of complaint in order to kick off the eight weeks until I can approach the Ombudsman. My over payment is small, very small compared to yours, however if EE had not raised my direct debit on two occasions before agreeing this action was wrong, I would have been spot on, or at least within a fiver.

ess0two

Just cancelled,gonna give First utility a go.


I've also emailed EE to cancel, just hoping it gets read / actioned etc.