Add your feedback on energy supplier Extra Energy

Trixabell

youravinalarrrf wrote: »

How do you think Extra Energy keep their complaint numbers so amazingly low - it's not incompetence it's done deliberately!

If they don't log the complaint in the first place it doesn't and never has existed and doesn't then appear in the complaint data they submit to Ofgem.

Do not deal with this company by phone as you have no record or proof of anything they say should you need it later for the Ombudsman or court case.

Hopefully you should see some action now Ben Jones is involved.

How do I go about getting a paper trail with them then when everything is done over the phone? Sorry if this is a really silly question

youravinalarrrf

Deal with them only via email. Their complaints process is detailed on the website with email address options.

If and when they respond by phone as I'm sure they will try to (so there's no written record) simply insist they provide you with a written response by email.

I've sent you a PM with details many have used to obtain their final bill and credit refunds. Just amend it to suit suit your particular complaint and situation.

regis598

I found that they didn't bother to reply to emails either. I made a complaint in June and received an email confirming it with a reference number. During a conversation with customer service in December I was informed that there is no record of the complaint.


Ombudsman Services - Energy are equally incompetent and I feel that their "independence" is questionable.

lisa110rry

I see the front page of the Money section of the Sunday Times has a headline "Will the great energy rip-off never end?" I haven't read it yet (husband gets first go of the paper, I'm usually doing something else) but he says Extra Energy gets a right royal mauling...

lisa110rry

I suspect the person who is quoted in the news article is on this site, so I won't quote him. However, in a little box below the story, it says:

"Are you receiving a good service from your supplier? Email: money@sundaytimes.co.uk"

I think those of us on this thread who are still with EE, and some who have switched but have the worst horror stories should avail themselves of this invitation.

What say you?

Victor_Delta

lisa110rry wrote: »

I suspect the person who is quoted in the news article is on this site, so I won't quote him.

What an interesting theory...

However, despite the front page article, what annoys me most is that on the inside back page, the ST Money Section still has Extra Energy at the top of their 'best energy deals' list. I pointed out to them some weeks ago that they are confusing 'cheapest' with 'best', and hardly helping their readers by appearing to endorse an energy company with such a poor customer service record, as evidenced by several different independent sources (including this very lengthy thread).

I hope they'll change it soon. Perhaps a few more comments to [EMAIL="money@sundaytimes.co.uk"]money@sundaytimes.co.uk[/EMAIL] about Extra Energy will help?

bondy01

The article says 19th out of 22 for customer satisfaction according to Which? magazine , I pity customers of the 3 companies below them.
The ST also had a complaint about them some weeks ago in the your money section with a right tale of woes.

Victor_Delta

bondy01 wrote: »

I pity customers of the 3 companies below them.

For info, the last 3 are:

20 The Co-operative Energy
21 Scottish Power
22 Npower

PendragonCS

My complaint is now with the Ombudsman about these clowns......

But had to laugh as i left them in october 2015 (joined may 2014) after having ever increasing monthly dd yet a growing credit balance due to no gas bills being generated (ever) for my dual fuel account.

Was hoping for my "Here's your final bill" email......but imagine my surprise when i just got a "Here's your FIRST bill" email.

Victor_Delta

PendragonCS wrote: »

My complaint is now with the Ombudsman about these clowns......

Best of luck. I found the Ombudsman's complaint service absolutely useless when I had my problems with EE.