Add your feedback on energy supplier Extra Energy

ianG

Well, I sincerely hope it works out for you as expected, but my experience was this: They agree a reduced DD on the phone and even send you a pdf bill with that figure, you sit back and relax, then the following month they take around double that amount out!

Sorry to say this but unless the management has changed drastically I would be prepared for anguish.

jamesperrett

Thought I was finally rid of this lot. They took a final payment yesterday - 3 months after leaving them and now I've just found a card in the door from their meter readers.

unclechris

I signed up with Extra Energy in October 2014 and after many phone calls, which can take a ridiculous amount of time to get through, I still haven't had a bill. I have no idea whether I'm in credit or debit on my account so I gave up on them and have just switched to First Utility, hopefully they'll be a lot more professional.

shoppingnoodles

We were with Extra Energy for a year and we never received a bill in that time. We switched to EON in October, yet still no final bill until I telephoned in November. The Customer Service agent produced a bill which showed us to be £167 in credit.


I phoned and requested that this be refunded and they stated that it would reach our account on 11th November. I have phoned twice since......still no refund. I would advise that you avoid them I'm afraid.


Has anyone any idea to whom we should complain to get our refund?

Victor_Delta

shoppingnoodles wrote: »

We were with Extra Energy for a year and we never received a bill in that time. We switched to EON in October, yet still no final bill until I telephoned in November. The Customer Service agent produced a bill which showed us to be £167 in credit.


I phoned and requested that this be refunded and they stated that it would reach our account on 11th November. I have phoned twice since......still no refund. I would advise that you avoid them I'm afraid.


Has anyone any idea to whom we should complain to get our refund?

See earlier comments in this thread. I had a similar situation and, thankfully, an email to their MD, Ben Jones, soon got the refund sorted.

PS See your PMs

Billyborder

I was with Extra Energy for 1 year leaving them on the 5th October 2015. My online billing was worth than useless and if I hadn't been keeping my own records I would not have had a clue where I was financially. After many telephone calls I was promised a final bill in early December. Again it didn't appear! Another telephone call and bill was emailed to me there and then as they were saying it was on my online account - they appear to have two systems, one for them and one for the customer as it certainly was not appearing on mine! Anyway I was in credit for a substantial amount and the date it would be credited to my account was on the bill. That date came and went so another phone call. What a surprise they told me they were having problems with their systems! It had now been processed (5 days after I should have received money) and it would take another 21 days to reach my account. I suggested they strap it to a pigeons leg as that would be quicker!
At that point I had had enough so sent a letter before action immediately to heir registered office giving them 7 working days to pay me or I would issue a County Court Claim for the outstanding amount.
Within that 7 days the outstanding amount appeared in my account, coincidence or not I do not know but over three months since leaving them!!
Their customer service is non existent and you have to be very patient when phoning them as you may be on hold for a long time!
Recommendation - AVOID!!

nonnatus

I gave EE a final meter reading in October when we moved house. I am definitely NOT using EE in this new house!
I knew I would have a small amount to pay as I had cancelled the DD end of September, not trusting them to get it right at all...

Sure enough, they sent me a PAPER bill in December, stating I owed them £150-ish, which sounded about right according to my calculations.

When I logged onto my online account to pay, the same day, the Online account told me I was no longer a customer and owed them no money.

I log on every monday, to check whether things have changed and even today, my account is showing a zero balance.

I've had no further paper communication from them. I refuse to phone and chase them to remind them that I believe I owe them money so I'll just wait and see I guess!

Bizarre way to run a business :cool:

tomthered

shoppingnoodles wrote: »

We were with Extra Energy for a year and we never received a bill in that time. We switched to EON in October, yet still no final bill until I telephoned in November. The Customer Service agent produced a bill which showed us to be £167 in credit.


I phoned and requested that this be refunded and they stated that it would reach our account on 11th November. I have phoned twice since......still no refund. I would advise that you avoid them I'm afraid.


Has anyone any idea to whom we should complain to get our refund?

@shoppingnoodles - Have sent you a private message with info kindly provided by youravinalarrrf, which produced results for me about a similar matter. Good luck

Razzle_67

Yes, I have had a similar experience and have failed to get through to them via phone and email. Like you I have had no recent bill so have worked out my own bill from my meter readings. Today after being on hold for over 43mins I too 'gave up' and have now switched provider!!! :mad::mad:

shazk85

So basically is everyone saying yes they cheap and good rates but to avoid? i been in my flat 3 months and shopping around and the rates from these caught my eye but wondering if worth sticking with current suppler who i can get hold of and do online than save some money and gain a lot of stress?