Add your feedback on energy supplier Extra Energy

Maxwell007

cool nanna see your PM,
and your RIGHT it’s your £13 NOT theirs,


I’ve had two phones calls in the space of one hours hahaha I think I’ve upset someone, they say they are on the case and they are very sorry etc etc blar blar blar & now that I have a final bill & a refund date can they now close my complaint loool, I SAID NO MY COMPLANT WILL ONLY BE CLOSED WHEN IVE RECIVED MY REFUND, if any one wants a PM of how to obtain a Final Bill and refund after 5/6 weeks of waiting let me know . . .

Moneyer

I'm in the same boat as lots of people here. I switched away from Extra on 25/9. Ironically, reason was that I had a huge credit balance and they told me they wouldn't refund it until my contract ended, so I had no choice but to end it to get the money back! But no sign of a final bill.

Submitted meter readings on day of switch. Chased by email 2 weeks later and again 6 week later, but no reply except the automated confirmation. The 2 week letter was phrased as a complaint, so I'm nearly at the 8-week point where I can go to the Ombudsman. But having read other people's experiences of the Ombudsman, is there any point, or am I better issuing a Letter Before Action and going straight to court?

Of course, without a final bill I don't know exactly how much they owe me. How does a small claims action work if you don't know the exact sum you are seeking?!

Biggles

Moneyer wrote: »

I'm in the same boat as lots of people here. I switched away from Extra on 25/9. Ironically, reason was that I had a huge credit balance and they told me they wouldn't refund it until my contract ended, so I had no choice but to end it to get the money back! But no sign of a final bill.

As winter was approaching, everyone probably had a credit balance then; surely it would have been used up over the following months?

Of course, without a final bill I don't know exactly how much they owe me.

You have their tariff, you gave them your meter readings, it's all there....

Moneyer

Biggles wrote: »

As winter was approaching, everyone probably had a credit balance then; surely it would have been used up over the following months?

No, I spent almost a whole year with them (September to August) before I got an accurate bill (despite repeatedly demanding one), at which point it turned out my direct debit payments had been far too high, so my year's payments were vastly in excess of a year's consumption. On top of that, I've recently installed solar PV, so my bills for next year are likely to be significantly less than this year. They agreed to reduce my direct debit payments but not to refund any of the (huge) credit balance. Even if the reduction is enough to ensure things balance out eventually (and I'm not sure it is) I see no reason why I should provide them with an interest free loan in the meantime.

You have their tariff, you gave them your meter readings, it's all there....

Easy enough for electricity (where the meter measures in the same units as the bill), but I don't have the energy to get my head around calculating gas consumption in units of energy from a meter reading in units of volume, with associated correction factors or whatever. Tried to do this once before and gave up! If anybody has a simple formula I can use that would be great….

gt94sss2

Moneyer wrote: »

Easy enough for electricity (where the meter measures in the same units as the bill), but I don't have the energy to get my head around calculating gas consumption in units of energy from a meter reading in units of volume, with associated correction factors or whatever. Tried to do this once before and gave up! If anybody has a simple formula I can use that would be great….

Just use a on-line converter like this one , this or this?

As one of the above states, the formulas used are:

Metric formula: (No. of cubic metres x Correction Factor x Calorific Value) / 3.6
Imperial formula: (Hundreds of cubic feet x 2.83 x Correction Factor x Calorific Value) / 3.6

The Government also publishes a step my step guide here

Regards
Sunil

Moneyer

gt94sss2 wrote: »

As one of the above states, the formulas used are

Thanks - that's helpful! (Last time I tried to do it was way back before I had internet access, and I think I had the formula but didn't know if the calorific value was constant over time, or if it could vary from one bill to the next. I presume from this it doesn't change, which makes things nice and easy…)

molerat

The calorific value changes constantly and is sampled several times daily. The supplier uses the average of the average daily value over the billing period to one decimal place not rounded. That CV can be found for your region here http://marketinformation.natgrid.co.uk/gas/DataItemExplorer.aspx Using the figures from there my spreadsheet gives me an accurate gas bill, my calculated cv rarely varies from the one on the bill and then by only 1 decimal point.

chas1999

Moneyer wrote: »

Thanks - that's helpful! (Last time I tried to do it was way back before I had internet access, and I think I had the formula but didn't know if the calorific value was constant over time, or if it could vary from one bill to the next. I presume from this it doesn't change, which makes things nice and easy…)

The CV factor does vary but not by much. Use the one on your last bill (that'll be from your previous energy company) and you won't be more that a pound or 2 out. Good enough for a court.

BTW the ombudsman is not completely useless, just slow and inefficient, lose documents and don't always reply to emails. No harm and no cost in trying and I believe EE have to pay the OBM for every complaint they accept.

They did get a result for me but it was 2 weeks after I'd hassled EE into paying my refund 5 months after I left and 3 month after I complained to the OBM. The OBM actually got me £5 more - a £25 "goodwill" payment instead of £20 plus the waived exit fees I'd already negotiated.

I wish you luck but it will probably be next year before you get your money back, assuming they don't go bust. It's nothing less than theft IMO.

youravinalarrrf

@ Moneyer check your PM.

Potomac

I wish I had known about this forum sooner.

I left ExtraEnergy 3 months ago when I had a credit balance of several hundred pounds! After a lot of pestering I finally got them to issue a closing statement, but I still have not received my refund.
Is there any authority/ombudsman etc. to whom I can pass details? They are no longer answering my emails and it makes you wonder if they have cash flow problems which might lead to their going into administration.
Everyone else reading this - beware! Ask yourself whether such savings as there might be are worth it.