Add your feedback on energy supplier Extra Energy

Flashgordon

I was with Extra Energy from April 2014 until March 2015. Switched because they are such a mickey mouse firm and cannot tell you whether you are in credit or not despite updating meter readings monthly. Switched when I calculated I was marginally in debit.

11 months and 18 days after the switch was completed they posted a Final Account on the website for energy used between 30 September 2014 and March 2015 when I terminated the supply. The account had been showing nearly £800 of credit but with £50 cancellation charges they demanded some £113 with energy usage.

I rang their Customer Care Centre to point out that Ofgem (the Energy Company Regulator)had directed all energy companies not to back bill customers for energy used more than 12 months ago .Nothing had changed in the 12 months and as per previous experience the Customer Care were unable to deal with the matter and promised the billing department would call me back within 48 hours. 4 days later I e-mailed Customer Care and Ben Jones (Managing Director of Operations at Extra Energy). Just an automated response received promising a call within 48 hours. 3 days with no call and I sent a further e-mail to both showing my calculations showing they owed me over £600 rebate. A further automated response.

18 days after registering a dispute with their their Final Account I received an e-mail from the Extra Energy accounts pointing out that their attempt to take monies owing through the Direct Debit had failed and threatening to damage my Credit Rating by reporting the non-payment to Credit Reference agencies. I sent a strong reply to them and then rang the Billing Department number given on the e-mail.

I was put over to a supervisor who told me Extra Energy interpreted the Back Billing Code of Practice to mean that they had 12 months to produce a Final Account rather than there being a 12 month cut off for billing energy usage. As this was the official line rather than risk my credit rating I paid the bill but registered that I disputed their interpretation of the Code of Practice for Accurate Bills.

I now have to wait until mid-April before I can put my complaint to Ofgem due to the 8 week rule.

Anyone else come across this interpretation of Back Billing?

2010

Flashgordon wrote: »

I now have to wait until mid-April before I can put my complaint to Ofgem due to the 8 week rule.

It really frustrates me when I read the posts about EE and any company that owes money and have dragged their heels after being given time and opportunity to put things right.

Forget Ofgem and Ombudsmen because these companies know how to drag things on and basically even ignore their conclusions.

Use your legal rights.

https://www.gov.uk/make-court-claim-for-money/overview

molerat

My account now shows a DD to take the not owed amount for the incorrect final bill. They will be in for a nasty shock when my bank bounce it (and I have e-mailed to tell them so).Something in their system works as I am now showing an unpaid DD and the correct credit status

RPrice

I joined extra energy in October 2014 and have been paying by direct debit every month. I am yet to receive a bill after all this time, even after contacting them numerous times to get it sorted. I am at wits end as I have no idea if I owe anything (my account is currently sitting at £1535 in credit!!).

I really want to switch as the 12 month cheap period ended in Oct '15, so I am no doubt that I am paying far more than I should, but I cant switch until I have a bill! Please can someone advise me what to do next as they wont put me through to the complaints department on the phone.

Maxwell007

Rprive are you now on there VERY HIGH STANDARD RATES ?!!?

Did they not write/call you to offer u to switch you to a better rate at the end of yur 12months !?!?

Cancell yur DD ASAP and switch away . . . not tomorrow but today hahaah good luck

EE are amazing BAD

http://energy-advise.com/2014/07/03/extraenergy-review/

https://uk.trustpilot.com/review/extraenergy.com

http://www.dailymail.co.uk/money/bills/article-3330526/Energy-suppliers-customers-hold-37-MINUTES-manage-answer-calls-just-18-seconds.html

https://www.facebook.com/Extra-Energy-1405754016305238/timeline/

http://www.telegraph.co.uk/news/earth/energy/11895116/worst-energy-suppliers-complaints.html

Maxwell007

Its all Ben Jones fault he is the Operations Boss / Managing Director he needs to be sacked or at least a have a pay freeze for 5years haahah


http://www.telegraph.co.uk/business/2016/03/14/small-energy-firms-top-the-list-of-most-complained-about-supplie/

I-LOV-MONEY

I need to switch by the end of this month. Having done a number of comparisons, EE came up the best. I was about to switch to them, but then I came upon all these comments.

Has anybody got a good word to say about them?!

regis598

Unless you are really desperate then I would avoid Extra Energy.

regis598

I-LOV-MONEY wrote: »

I need to switch by the end of this month. Having done a number of comparisons, EE came up the best. I was about to switch to them, but then I came upon all these comments.

Has anybody got a good word to say about them?!

Have you read any yet?

Victor_Delta

Here's a good word for them - they are cheap.

But the customer service etc is appalling so you pay for it in the end. Even if I were desperate I would not go back to them.