Add your feedback on energy supplier Extra Energy

Bunnyzilla

It is now some months since I left Extra Energy. I submitted the complaint letter after I did not receive my final bill many months after the date I should have received it.
I waited and waited and still no reply. over the weekend I emailed again and was answered by the Customer service executive who promised my final bill in 48 hours.
I have just logged on to my email account and have found an email "welcoming me to Extra Energy and my first bill yes my first bill.
Please advise me what I should do? This has to be one of the worst decisions I have ever made in my life.
Switching to Extra Energy has not saved me money, infact it has cost me more and the customer service is very poor.
I am now really worried that EE will start taking money from my account and I have a very limited income.

Victor_Delta

Are you sure the new bill is not actually your final bill? I've just been through this process and my final bill arrived with the wording "Your first energy bill" on it!

If not, then I'd suggest you send a copy of your complaint to MD Ben Jones if you haven't already done so. That seems to get rapid results.

lisa110rry

My final bill also said first bill and after I stopped my standing order in August it was never resurrected. Bunny, I think you're okay.

BirnamBear

:j:j:j:j:j:j

Final bill and refund of credit balance received after leaving this shower on 1/10/15 having been trying and failing to communicate with them since August.

Many thanks to a poster on here who helped me.

[Deleted User]

Out of interest...

Left EE for EON on 27/10/2015.

Final Bill for EE rec'd today, 23/12/2015.

I owed them

Oddly, the final reading is 400 units out from what was submitted at the time but EON have used the same reading. Means EE have grabbed extra money for Electricity they did not supply! !!!!!!s!

Anyway glad to be rid

hamwic81

My heart just sank into deep murky waters having just read all the reviews on this site about extra energy, all the issues people mention have occurred to me and naively i thought i was just a one off!! I signed up to extra energy a year ago and to this day i have not had a bill. I flagged this issue up 2 months ago and to this day ‘no one’ from their complaints dept has bothered to call me up. Nearly every week i have been calling them to get updates and clearly they have a billing system issue that they just wont admit but are trying to wash over and fool the British public. According to them they have a complaints procedure where they must call you within 2 weeks!!. The letter you received from extra energy just makes me more angry given the issues that myself and others who have also left comments have experienced. They may well be cheap but it just goes to show there’s clearly a reason for this. I hear comments about giving extra energy some slack for being a startup supplier but i’m sorry if they were not ready to delivery a service then they should not have entered the market and use our money to correct their mistakes. We should avoid using extra energy until they offer a better service under new management

Inflatable_Armadillo

Inflatable_Armadillo wrote: »

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?

So, I am sure none of you will be surprised to learn, no refund and no phone call as they promised.

So, letter before action it is! I will write it on Sunday and issue it to them on the Monday as the next official working day. Lets see if a letter before action gets me my money? Will they let me get as far as filling to the County Court?

Have a great Christmas everyone and don't let the bar-stewards drag you down. :beer:

youravinalarrrf

@ hamwic81 & Inflatable Armadillo Check your PM's

Former_E.ON_Company_Representative:_Malc

jeepjunkie wrote: »

Out of interest...

Left EE for EON on 27/10/2015.

Final Bill for EE rec'd today, 23/12/2015.

I owed them

Oddly, the final reading is 400 units out from what was submitted at the time but EON have used the same reading. Means EE have grabbed extra money for Electricity they did not supply! !!!!!!s!

Anyway glad to be rid

Hi jeepjunkie

Thought I'd pop on to let you know, it's our responsibility to tell the previous supplier the readings we use to start your account. They'll use the same readings to close their account. This is to stop the same electricity being charged twice.

With a change of supplier, readings and other details pass between the two suppliers and certain third parties (regional distributor, meter operator, meter reading agent, national database etc). This is done via a series of electronic messages. These messages let all those involved with your energy supply know about the changed circumstances.

One of these messages concerns the meter readings. They go to a third party who check they're in line with past usage. Sometimes they'll amend them and this may be what's happened to you. The readings then go to both the gaining and losing supplier to be used as the respective opening/closing readings on the first/final bill. As with you, it's important the readings match as this means you'll only be charged once for the same electricity.

Where there's a substantial difference, as in your case, either supplier can challenge this through what's known as an Agreed Readings Dispute (ARD). This is an industry wide process used by most suppliers to re-agree opening/closing readings. Let us know if you would like to challenge the readings as happy to raise an ARD. We'll need the readings you believe should've been used plus an up to date set. ARDs are usually resolved within 28 working days.

Hope this is of interest jeepjunkie.

Malc

regis598

As expected my refund was not forthcoming.