Add your feedback on energy supplier Extra Energy

Maxwell007

Biggles wrote: »

If they're cheapest, go with them. They supply your gas & electricity, you pay them; what more do you need? I've been with them for a year with no problems.

Hmmm for one it would be nice if I wanted a little chit-chat or a little cosy talk they could pick up there phones within 35mins . . . . . .looo0l

Lobster001

I wish I'd seen this before I signed up with them, my story so far:

Moved into new house who were previously with extra energy. Thought I'd give them a go as a change from the bigger companies, wish I hadn't. Took 3 months for them to organise setting up my account, told me £104/month would be my direct debit then started taking 154. Told me my standing charge was 18.1p/day but shows 31 on the online account. prior to finding this out I used their online payment system to put in £300 I'd been putting aside for the 3 months when they were trying to set up my account, I did this as I thought I had been using energy since I moved in but paid nothing towards it. This £300 shows as leaving my account and going into extra energy's account but is nowhere to be seen in my extra energy online account. I have phoned them about 8 times, on hold for 20 mins minimum before they answer the phone and they know absolutely nothing, have been told different tariff charges each time I call, get told the finance department will look into my £300 payment and get back to me and will also look at the direct debit. NO ONE ever gets back to you. Emails go unanswered even though they say they can see your email when they look up your account so haven't lost it or anything. Nothing gets actioned on the phone, promises are made to look into things but never get done and every time you call its like the first time you have made the complaint.
Contacted the ombudsmen for energy but they say to wait 8 weeks before they do anything, they have taken £454 (154 d/d and 300 online payment) but are only showing 154 and I'm just expected to wait.
They really should be closed down, I'm now looking at small claims to get my 454 back and go to a different company as there is no chance they will get the bills right if they can't even acknowledge a payment. Shocking company, the big three look positively brilliant compared to this shower.
Also emailed the director hoping it might push things along, no reply, so he obviously thinks his company are treating people fine.

Has anyone used the ombudsmen, did they sort it or do extra energy ignore them too!!

molerat

Looks like they have just listed another market leading tariff to reel in the unwary.

I must admit my year with them had few problems apart from the late billing and lack of contactability (and I am still waiting for my final bill since 21st September). Fine if all goes well but as soon as you have a query or problem you are up against a brick wall.

Catslovelycats

My tarrif came to an end last month. I decided to stay with them as they are still cheapest for me and it saves me the hassle of fighting for my £500 credit balance. They have told me my DD is being reduced to reflect my huge credit balance so I thought I'd give them a chance. Whether that has been done will show next week.
There is method in my madness.

Biggles

Maxwell007 wrote: »

Hmmm for one it would be nice if I wanted a little chit-chat or a little cosy talk they could pick up there phones within 35mins . . . . . .looo0l

Well, I just want gas & electricity. But - if I did want a chat - I don't mind hanging onto a freefone call handsfree....

t&t

i am currently with extra energy and have been since sept 2014. i have never received a bill from them despite several calls over the last 4 months. i finally spoke to a chap in glasgow called rory who informed me my account was not set up properly and this could take up to 3 months to sort out. but in the mean while i am to bear with them. he has logged a complaint with their complaints dept and i should hear from them within 10 working days. well lets see. can anyone give advice on how i stand with this as i am now out of my current fixed deal which ran out in sept 15 which i was not notified of. currently now 14 months with them as i am unsure what to do or where i stand legally. help help !!!

t&t

i am currently with extra energy and have been since sept 2014. i have never received a bill from them despite several calls over the last 4 months. i finally spoke to a chap in glasgow called rory who informed me my account was not set up properly and this could take up to 3 months to sort out. but in the mean while i am to bear with them. he has logged a complaint with their complaints dept and i should hear from them within 10 working days. well lets see. can anyone give advice on how i stand with this as i am now out of my current fixed deal which ran out in sept 15 which i was not notified of. currently now 14 months with them as i am unsure what to do or where i stand legally. help help !!!

Maxwell007

T&T,
Please just switch away ASAP,
Cancell your DD,
Wait 3months for your bill and a refund,
You really don't need the stress Trust me but its up to you.

regis598

Lobster001 wrote: »

I wish I'd seen this before I signed up with them, my story so far:

Moved into new house who were previously with extra energy. Thought I'd give them a go as a change from the bigger companies, wish I hadn't. Took 3 months for them to organise setting up my account, told me £104/month would be my direct debit then started taking 154. Told me my standing charge was 18.1p/day but shows 31 on the online account. prior to finding this out I used their online payment system to put in £300 I'd been putting aside for the 3 months when they were trying to set up my account, I did this as I thought I had been using energy since I moved in but paid nothing towards it. This £300 shows as leaving my account and going into extra energy's account but is nowhere to be seen in my extra energy online account. I have phoned them about 8 times, on hold for 20 mins minimum before they answer the phone and they know absolutely nothing, have been told different tariff charges each time I call, get told the finance department will look into my £300 payment and get back to me and will also look at the direct debit. NO ONE ever gets back to you. Emails go unanswered even though they say they can see your email when they look up your account so haven't lost it or anything. Nothing gets actioned on the phone, promises are made to look into things but never get done and every time you call its like the first time you have made the complaint.
Contacted the ombudsmen for energy but they say to wait 8 weeks before they do anything, they have taken £454 (154 d/d and 300 online payment) but are only showing 154 and I'm just expected to wait.
They really should be closed down, I'm now looking at small claims to get my 454 back and go to a different company as there is no chance they will get the bills right if they can't even acknowledge a payment. Shocking company, the big three look positively brilliant compared to this shower.
Also emailed the director hoping it might push things along, no reply, so he obviously thinks his company are treating people fine.

Has anyone used the ombudsmen, did they sort it or do extra energy ignore them too!!

My experience is that they are two of a kind, incompetence being their speciality. I lodged a complaint with OS-Energy at beginning of August and have achieved nothing so far.

Cool_Nanna

Thank goodness I stumbled on this thread, I left Extra Energy in October, I couldn't wait to get back to Ovo. I checked my bank account to see if they had paid my final credit that was due on the 5th of this month, surprise surprise it wasn't there. It's only £13 but it's my £13 not theirs.