Add your feedback on energy supplier Extra Energy

coylei

Hello to all of MSE's energy forum readers......
Like many others, I "switched" to 'extraenegy' UK, approx 12/13 montths ago: This newish' UK energy supplier, is an "offshoot", of a major German Energy Supplier:
My Summary.....
a) Switching suppliers, and "signing-up" to extraenergy, not one single problem ?
b) Your problems are just about to start ?
c) Their Customer Services in one word is "Hellish"? Sorry make that two words, "Simply-Hellish":
d) Strangely, you can make telephone contact reasonably easy, but your requests for information etc, is the same reply ?
Thank you, "I WILL PASS YOUR REQUEST ON TO THE APPROPRIATE DEPARTMENT":
e) Nothing ever happens, and any actions requested, or required are simply ignored:
f) They do not tell "new" customers that they on produce an "energy-bill" once a tear ?
h) They also only review your online account balance every six months, and you maybe lucky and get a statement ?
i) Most incredibily at 6 months I was £200/£250 IN CREDIT! when they decide to increase my monthly direct debit of £104 to £116 dd monthly:
j) Inside their 'web-site' they have a online form for their customers to use:
k) Once again you "the cash paying customer" receive a "rubber-ear":
l) Most modern companies to day, issue a customer "Ticket No: To identify specific complaints ?
m) Incredulously I "ditched them not for a "low-tariff" reason:
n) But a total lack of, and "NON-EXISTENT" Customer Support ?

---

MSE, readers "YOU HAVE BEEN WARNED" ! ! !

tim_n

Well, I switched. Just need that final bill.

And I have superseded their error! Though anyone looking at my energy will see that I've only used 1 unit of gas in 6 months, the automated system seems to think that's fine.

tim_n wrote: »

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...

regis598

It is now 111 days since I ceased to be a customer and still I await the final bill and refund. I have gone back to Scottish Power and also moved house without any problems and they are supposedly the worst of the energy companies. They have some way to go to beat EE.

alz1445

I joined ExtraEnegy in Nov 14 and shortly afterwards moved house. As I hadn't sold the old one it was standing empty and very little electricity was being used so I asked to stop my monthly payment as the credit on the account was building up. They refused and reduced it to £5 a month which still didn't help reduce the credit. I have now switched supplier and am struggling to get my £180 credit refunded. I have been told that they have only just received verification of the meter reading and it could be another 6 weeks befiore I get the refund.
THAT WILL BE 3 MONTHS AFTER THE SWITCH. They say they are very busy and are struggling to cope with the amount of users switching away from them.
I DON'T WONDER IF THEY HAVE ALL HAD A SIMILAR EXPERIENCE AS MYSELF.

regis598

In June I made a complaint regarding direct debit and lack of bill. I received an email to confirm that complaint had been made and that it was being investigated. I also have a reference number and a name of the complaints handler.


In August due to lack of remedy to complaint I referred it to Ombudsman Services - Energy. To date OS - E have achieved nothing and during a telephone conversation with EE last night it transpired that there is no record of my complaint.


Incompetence is obviously a speciality of both these organisations.

tim_n

Got my leaving email today and a comment that if I left before 49 days (says 50 in the contract, so I waited an extra day just in case, glad I did) were up, I'd be liable for £50 of charges. I left at 49 days to go. So we'll see if they try to hit me for that.

curlyflutegirl

I switched to Extra Energy and saved nothing.. plus the customer service is, in my view, quite bad. If the phone lines are busy (don't try during the working day the queues are really long) they suggest you leave an e mail message but these aren't acted on. In fact one of the guys who works for this company told me that the back log in Birmingham of unanswered e mails went back months! They won't automatically update your bill if you e mail through your readings and so you are forced to talk to someone. The first time they updated my bill it was wrong anyway and when I queried it they finally updated it correctly; very frustrating when you're trying to budget. The guys that answer the phones just sound hacked off and in a rush to get you off the phone even before you've started talking and in 2 out of 3 phone calls didn't seem to know what they were doing either. So I personally wouldn't rush to switch to this company even though a comparison site said they were the best deal for my area (which I found to be untrue) and I have switched back to my original supplier as from today.

Nothappywithextra

I have had a terrible experience with extra energy. their prices may be good but their customer service is non existant. I have not had a bill for 15 months and cannot alter my DD payments. No one answers email responses and the telephone queue is 40 minutes plus every time you call. Theu just fob you off every time. I have rasied 2 complaints, 1 which was closed by them due to it being resolved, yet no one had ever contacted me and the problem still exists!!! Do not use them because if you have problems they will not be resolved. I have now gone to OFGEM and raised a complaint to see if they can get them to act.

tim_n

On the plus side Nothappywithextra, you've got 3 months of free electricity now as they can't bill you back more than 12 months.

I doubt they're cheaper now (and I'd be concerned they're going to go bust if everyone starts demanding their money for unbilled years - that liability will probably crush them)

I'd look at leaving them and ask for a return of your "credit".

Inflatable_Armadillo

Wow, this is a great thread, I am now Mr Sceptical of Sceptic Land about the prospect of my refund!

My experience of Extra Energy had, until recently, been ok. That said, I didn't have any reason to contact them... until recently!

I decided to move away from them towards the end of my fix at the end of October. Transfer to my new supplier, GB, went to plan, no hitches! Anyway, I cancelled my Direct Debit (just in case) and kept an eye out for correspondence about a refund of my credit. By 18th November, nothing, so decided to contact them.

This went ok, got through after a few minutes and explained about my credit refund. I had worked out roughly how much it was and they said they would generate my final bill and call me back that afternoon... which they did! So, final figure given to me over the phone (which I agreed with) and they asked if they could reinstate by DD for the refund and that I should get my money back early December and no later than 5th. Great!

Anyway, by 7th December, nothing, so sent them an email. As of yesterday, this remained unanswered, so decided to call them! It took 40 minutes to get through and then another 10 minutes to get transferred from Glasgow call centre to Birmingham. This is when I got angry (although I am good at not raising my voice and remaining calm, persistent and demanding). I was told my payment could take up to 42 days, not what I was told on the phone or indeed on an email (yes, an actual email) from the girl that sorted my final bill! Look, I just want MY money please, my bill is sorted, you owe (and we agree) me £238.37? Yes, Sir but it can take upto 42 days blah, blah.

I asked them to point out to me where exactly it says in their T&C that it can take upto 42 days to refund monies owed... she struggled with that one, mainly because it doesn't! After I kept demanding that all I wanted was MY money back and that I was not going to go away until someone gave me an actual payment or confirmed a date for a payment, she put me through to her supervisor. After pretty much the same conversation over and over again, he eventually confirmed and PROMISED that my refund would be in my account by NO LATER than the 23rd December. He (called Caram) has also promised to call me on that date to confirm payment has been made.

Now, after having read this, I am very sceptical either of those things will happen. Let's see but I am not holding out much hope.

Anyway, I won't be messing about if it doesn't, letter before action followed by County Court and then Warrant of Execution if required. They have no reason to be withholding MY money and as I actually have a final bill, I can proved none payment, so it should breeze through CC.

I am in agreement with some of you though... this whole set-up smells! Why won't they give me my money?