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Consumer40

molerat wrote: »

Should I go for a complaint after 6 weeks is up ..................

I spoke to the Ombudsman Service about this and in their view there is no need to wait 6 weeks. Apparently it is fine to complain a week after changing supplier about the lack of a final bill. I guess the 8 week period between registering a complaint and involving the ombudsman is intended to give the supplier time to gather information and pursue any necessary processes to resolve the complaint - so the 6 weeks EE say they need to produce a final bill can fall within the 8 week period.


In fact the Ombudsman issued me a case number over the phone for use in 8 weeks time assuming my complaint is not resolved. He also recommended that I complain 3 times - at say 2 week intervals, one of which should be in writing - but all 3 can be in writing if I don't fancy holding on the phone. The 8 weeks runs from the first complaint. If complaining by email then keep the EE auto-response to confirm that they received the email.


In my complaint I have specified that I expect an accurate bill and the associated refund - so if the bill contains errors or the refund is not forthcoming I will not need to raise a fresh complaint.

Victor_Delta

If you want to complain to the ombudsman, this simple form is quite helpful http://www.ombudsman-services.org/complain-now-energy.html.

I'm still waiting for a final bill and have filed my complaint today. Why the Government doesn't close this incompetent company down, I don't understand.

*Jane*

Signed my MIL up to these last year and have emailed them numerous times over refunding her some of the credit she has built up and had no rely. Wanted to go for another fixed deal as they where the cheapest. She had to ring up and they did change it over but when she asked for a credit refund they passed her from one person to another and after a hour on the phone she gave up. She is £337 in credit and as they wont speak to me on the phone am at a loss how how to get the refund.

Victor_Delta

*Jane* wrote: »

She is £337 in credit and as they wont speak to me on the phone am at a loss how how to get the refund.

You need to speak to the billing people (not customer service who can't do refunds, DDs etc). They won't know it's not your MIL speaking if you don't tell them...

Riqaq

I would be delighted to know how much I'm really in credit! I've never had a bill since I joined them. Including one for the end of the September 2015 tariff that ended. All that I can see is the £2082 credit from paying in for the 14 months that I've been with them!

All this despite the fact that they promised me a bill in May and July.

Just pressed the switch button to take me to Flow Energy Marcellus the CS representative tells me I can have monthly posted bills at no extra cost (he didn't say the word "Yet" yet)

jerryn2011

I have also switched from them, they are completely useless.

My account shows that I am £782 in credit, but I have only been billed once in May & that was only for electric (even though I have both gas & electric).

I have phoned them several times, been in que for at least 45 mins only to be told that they are very busy etc & that a bill will be issued, which never was, so I had had enough & switched before my fixed deal was finished.

I have now phoned & emailed several times asking for a final bill & only my last email was answered when I threatened to report them to the regulators. I was told 2 weeks ago that they would issue a final bill in 2-4 weeks, I'm not holding my breath, but if I don't get one in 2 weeks time I'm going to the Ombudsman because I have had enough of this incompetent lot.

They should really have their operators licence revoked!!

hillybilly22

info on backbilling:
https://www.ofgem.gov.uk/ofgem-publications/64010/back-billing-leaflet-2012.pdf

page 5:
https://www.eonenergy.com/About-eon/how-we-service-our-customers/~/media/PDFs/About-Us/Codes-of-Practice/412-the-code-of-practice-for-accurate-bills-back-billing-for-domestic-customers.pdf

youravinalarrrf

Riqaq wrote: »

I would be delighted to know how much I'm really in credit! I've never had a bill since I joined them. Including one for the end of the September 2015 tariff that ended. All that I can see is the £2082 credit from paying in for the 14 months that I've been with them!

All this despite the fact that they promised me a bill in May and July.

Don't despair you may have possibly have just won the Totally & Utterly Incompetent Energy Supplier Award Star Prize - FREE ENERGY for a few months. :j

As I understand it assuming you have provided them with meter readings and have a record of your previous attempt/s to contact them to request a bill if they are at fault for not providing a bill in over 12 months they cannot bill you for the energy you used more than 12 months ago.

The references in this earlier thread to the Back Billing Code may point you in the right direction https://forums.moneysavingexpert.com/discussion/5212245

If you haven't done so already your next step is to get a formal complaint under way using their complaints procedure http://www.extraenergy.com/home/faq/complaints

shinkyshonky

Will avoid like the plague, lots of missed calls from them telemarketing

Snowbelle

*Jane* wrote: »

Signed my MIL up to these last year and have emailed them numerous times over refunding her some of the credit she has built up and had no rely. Wanted to go for another fixed deal as they where the cheapest. She had to ring up and they did change it over but when she asked for a credit refund they passed her from one person to another and after a hour on the phone she gave up. She is £337 in credit and as they wont speak to me on the phone am at a loss how how to get the refund.

I've found the only way to resolve anything is to tell them you want to make an official complaint. They note down the details and give you a reference number, surprisingly they do actually then make contact.