Add your feedback on energy supplier Extra Energy

youravinalarrrf

youravinalarrrf wrote: »

Waiting to complain only delays the eventual outcome and I'm not waiting any longer. They've had more than enough time to produce the final bill and refund the money - !!!!!! it's an automated process that requires the press of a button and literally takes milliseconds.

Sod 'em! Yet another well earned customer complaint to add to their already abysmal record will be inbound before the end of today.

I have to report that just 2 days after my complaint was sent via email I am now in possession of my final bill!

Unbelievably yesterday I received a phone call shortly followed by an email complete with my final bill attached together with written confirmation that my credit balance will be refunded to my bank account on 10th November.

The "automated process" and "press of a button" I had previously assumed was all that was required to produce the final bill turned out to require manual intervention to strangely cancel/credit all previous bills followed by the manual creation of a new final bill covering the whole period of time I had been with them. I can only assume that the billing software they are using is the root cause of all their ongoing problems.

I have told them that my complaint will only be considered fully resolved when the credit refund is actually in my bank account.

I think I must have a way with words. :rotfl:

Victor_Delta

Interesting to see that the Government has just started consulting the public on the switching process (not just for energy) - see https://bisgovuk.citizenspace.com/ccp/switching-suppliers-making-it-easy-for-consumers - which includes a link to an online survey.

I've done the survey (only takes a few moments), relating my Extra Energy experience (briefly) and suggesting that there ought to be a minimum quality service standard which energy companies have to achieve, and maintain, in order to appear on price comparison websites etc. Otherwise low priced disasters like Extra Energy will continue to attract new business and grow.

Others may wish to add their own views to the public consultation.

regis598

I started with Extra Energy in September 2014. I had no problems until May 2015 when I asked for a statement of my account. I lodged a complaint with them which has never been dealt with and then complained to Ombudsman Services - Energy.


To be honest I don't which of them is worst for poor customer service. It is now almost five months since the EE complaint was made and nearly three months since the OS-E were involved and over nine weeks since my contract finished with EE.


I am still waiting for my final account from EE and my refund.

Victor_Delta

regis598 wrote: »

I really have to question the neutrality of OS-E.

Is it a case of neutrality, impotence or incompetence?

regis598

Pass, it could be any or all of them but it hardly encourages customers to shop around and change supplier. I have changed to a supplier that does not have exit fees.


EE have exit fees and I think that that should be a warning to any prospective customer, it will cost up to £50 to terminate your contract with them. This should not be allowed, if they are not providing the level of service that they should and are breaking things like the Direct Debit conditions.


The problem is that no one seems to want to help you when things go wrong as I have found out.

Izzysgrandad

Gave a great quote, beat all rivals, but I feel that the quote was just to get my business. Changed providers in June, as I often do, on receipt of e-mail from Energy Club, and requested final bill. Heard nothing more until this week when I received final bill - in region of £250 - and this is to be collected 2 November. I did give monthly readings and would have thought my Direct Debit would have increased to meet the cost. My payments with my last provider certainly would have done. Not a nice surprise for Christmas. I have raised this issue with them - only response so far is that the bill is correct due to the readings being accurate. They have not responded to why my Direct Debit was not set at an appropriate level - probably because I would not have gone with them!!

Catslovelycats

To add insult to injury, the EE website has been down all day.

Biggles

catslovelycats wrote: »

To add insult to injury, the EE website has been down all day.

I'm logged in fine now.

Catslovelycats

Biggles wrote: »

I'm logged in fine now.

Must be something to do with me then, as I just get a message saying 'due to technical problems...' etc etc.

youravinalarrrf

catslovelycats wrote: »

To add insult to injury, the EE website has been down all day.

Apparently there's been a bit of a rush on getting people's final bills done. :rotfl: