Add your feedback on energy supplier Extra Energy

zonecrew

Good news is hopefully coming

Final bill issued and £195 in credit, will wait until its in the bank before I am happy tho as i know what these cowboys are like

thanks to a couple of users on here for advice btw :beer:

GRRK

I certainly would not recommend ExtraEnergy. It can take up to an hour to get through to customer services and then they cannot resolve the problems. I had not had a bill from them for 11 months then after a long wait to get through I had one on the day I was to change to another supplier ( not a final bill). I found I was £460 in credit. After a number of other calls I finally got my final bill 8 weeks later and still £450 in credit. It said that it would be paid on or around a date 10 days later by DD back to my account but 10 days after this date it still had not received in my account. Another phone call and was told that the payment can take 6 weeks. This company are terrible.

Janeyboo

I've just left Extra Energy after year on a deal with them - and went to Ovo Energy. I've now discovered the following:

1. Despite being switched on 18 Nov to OVO - Extra Energy have sent me an email welcoming me as a New Customer - presumably at the variable rate.

1. I rang OVO to check and they confirmed there is a National Database (I didn't know this) where all energy suppliers can check so EE knew I had switched.

2. I also let EE know what my final meter readings would be. I rang up and asked for my final bill.

They didn't send me a final bill. After six weeks I'm still waiting. I also noticed that I have £850 credit in the account.

3. Then I noticed that EE had charged me twice for the same time period but for different sums of money.

4. I am still (after a week) waiting for this to be rectified.

So no - not happy with EE. I have written to Ofgem as I've had to go through each bill and am discovering that I've been overcharged four times. I think this is partly because their bills are so confusing - the worst I've ever come across. And of course the onus is on you to find these mistakes.

Consumer40

I left Extra Energy in September at the end of my 12 month contract.

I have at last received a bill covering the period I was a customer which appears to be accurate and shows the refund that I am due.

Extra Energy claim they will make the refund using the direct debit mechanism. However, I instructed my bank to cancel the direct debit back in September when EE told me that they would continue debiting my account for money that I did not owe.

Has anyone else been in the same position and did Extra Energy use the cancelled direct debit as an excuse to further delay the refund?

youravinalarrrf

I cancelled my DD on the day I left them for exactly the same reasons as you and following a formal complaint my credit refund eventually appeared back in my bank account about 4/5 days after the on or around date specified on my final bill.

[Deleted User]

Personally I thought my time with EE was brilliant

It was the lowest rate around.
Hence a lower DD.
Received two bills without issue.
Each bill lowered my DD even further.

Net result is...

After the year I've now switched away for an even cheaper deal.
I'm in debit to EE and not heard a peep out them for over a month
My only quandary is should I cancel my DD??? Bearing in mind the last DD taken was October and I'm no longer a customer...

All good here!

Biggles

jeepjunkie wrote: »

Personally I thought my time with EE was brilliant

It was the lowest rate around.
Hence a lower DD.
Received two bills without issue.
Each bill lowered my DD even further.

Net result is...

After the year I've now switched away for an even cheaper deal.
I'm in debit to EE and not heard a peep out them for over a month
My only quandary is should I cancel my DD??? Bearing in mind the last DD taken was October and I'm no longer a customer...

I'm in much the same boat, also presently moving away for an even better deal.

I don't know about you, but I shall definitely cancel my DD as soon as they have taken the last regular monthly payment, which will be this week. I would rather have a chance to check their final bill and know exactly when I'm making the payment than take the chance of too high a debit being taken from my bank when I'm not expecting it and having to sort it out.

Janeyboo

I've just switched from EE, and they've sent me a final pdf bill where they say they owe me £66. When I go online, however, it clearly shows that I'm owed over a thousand quid.

They are impossibly difficult to get through to by phone. Whether you call at 9am or 2.30 you get the same 'message bot' explaining how busy they are and how much they want your custom. They NEVER answer emails. I've sent five so far.

And they never take notes either so when you ring back again, you have to go through the same routine with a different staff member.

tim_n

It's been an emotional rollercoaster with EE

Actually that's a lie. They've never contacted me during this last year for a bill and now on Saturday I'll be 50 days from the end of my tariff, so on Sunday I'll be switching probably to Flow Energy which is a bit cheaper and has somewhat higher ratings.

I've contacted them twice to tell them my last gas reading was wrong - I'm fairly sure this is my error. I've even sent them a picture of the meter, so that's going to make leaving them more fun and also because I'm still awaiting any sort of bill.

Fortunately looking at my calculations, I owe them even with the error, so that's a benefit.

Funnily enough, by the time they get their act together to arrange the "final bill" (first bill) I'll probably have superseded the error assuming their system takes the reading.

I've sent two emails, both demanding attention within 14 days. The first asking for a response and bill, the 2nd asking for escalation. The next one will be giving final meter readings...

tomthered

@ youravinalarrrf have replied to your PM, apologies for the late response.