Add your feedback on energy supplier Extra Energy

Victor_Delta

This sounds promising - and let's face it their service could hardly get worse - but only time will tell whether these are just hollow words... as, sadly, is so often the case.

MABLE

molerat wrote: »

4th April has been and gone - still no sign of my 42p.

I had an e-mail yesterday. More corporate !!!!!!!! me thinks

I had the same email. Funny I received it the day after the ombudsman asked them for my case file. They have had their chance and if after 15 months after leaving them they still cannot sort things out they have little chance of doing it now without the intervention of the ombudsman.

Ken68

Switched from Extra Energy last month, no problems, just that SSE are cheaper. My own calculations show I owe £25 and they haven't yet taken the usual £44pm. and my new supplier doesn't start taking DD's until May. Have kept EE Direct Debit in place . FWIW

MABLE

regis598 wrote: »

I referred a complaint about EE to Ombudsman Services-Energy in August 2015. To date all they ask for is documents that do not exist and no matter how many times I tell them they still ask.


I am sure EE and OS-E are one and the same, surely your couldn't have two totally incompetent organisations, on the other hand we do appear to have.


A case of blind leading the blind I think.

I have kept every email they have ever sent me with their false promises and resolutions and have forwarded everything to the ombudsman incase they try lying.

suecgrice

I have switched supplier from extra energy (1 month ago) after 1 year with them. I don't know whether I had a cheap deal or not as in the last year I have only had 1 bill and that was last october. I have been entering my reading every quarter but have not been given any other bill, including a final one.
I have tele and asked for them but the telephone person couldn't give me any details and had to refer it to the accounts dept. That was 2 weeks ago and I still haven't had any bills. They have stopped taking money - thank goodness and they did supply gas/electric.

BUT wouldn't recommend them.

footyguy

suecgrice wrote: »

I have switched supplier from extra energy (1 month ago) after 1 year with them. I don't know whether I had a cheap deal or not as in the last year I have only had 1 bill and that was last october. I have been entering my reading every quarter but have not been given any other bill, including a final one.
I have tele and asked for them but the telephone person couldn't give me any details and had to refer it to the accounts dept. That was 2 weeks ago and I still haven't had any bills. They have stopped taking money - thank goodness and they did supply gas/electric.

BUT wouldn't recommend them.

So how come you were with EE if you don't know if it's a good deal or not?

What was your decision making process in moving to a new supplier, as presumably you don't know if they are a good deal for you either.

Use a comparison site to find the best deal for you.

(If you look at the terms you would have agreed to when you agreed to EE supplying you, you will see they only send a statement every 6 months)

Herbalus

I left EE back in January sometime. This was after they never took a DD since about October or September. I will of course forward any appropriate payment when they get round to sending me a bill

familyman_3

Good luck to all of you who have signed up.

If you go and look at https://uk.trustpilot.com/review/extraenergy.com you might be able to manage the issues going forward.

Having been in the energy industry for 12 years we see this type of company come and go, I'm afraid I wouldn't touch them with someone else's barge pole.

The adage "if it looks too good to be true then it is too good to be true"

If you are a domestic supply you will be fine as you are protected by lots of legislation, It will be a pain in the neck but you won't lose money (perhaps). if you are a small business then I'm afraid you are on your own.

I am sure that they have many thousands of happy customers (those that are a few months down the line rather than just signed up to stupidly low rates) and I have no direct experience of them ( and never will) beyond the many complaints we see. But I am sure they will get their act together in time, or go out of business like the other ones.

Good luck to you 'bargain hunters', you get what you pay for, cheap isn't always better I'm afraid

footyguy

familyman wrote: »

Good luck to all of you who have signed up.

If you go and look at https://uk.trustpilot.com/review/extraenergy.com you might be able to manage the issues going forward.

Having been in the energy industry for 12 years we see this type of company come and go, I'm afraid I wouldn't touch them with someone else's barge pole.

The adage "if it looks too good to be true then it is too good to be true"

If you are a domestic supply you will be fine as you are protected by lots of legislation, It will be a pain in the neck but you won't lose money (perhaps). if you are a small business then I'm afraid you are on your own.

I am sure that they have many thousands of happy customers (those that are a few months down the line rather than just signed up to stupidly low rates) and I have no direct experience of them ( and never will) beyond the many complaints we see. But I am sure they will get their act together in time, or go out of business like the other ones.

Good luck to you 'bargain hunters', you get what you pay for, cheap isn't always better I'm afraid

Well I'm not in the industry at all, but I do know that Extra Energy has been serving customers with energy since 2009, and currently have over 2million customers worldwide.

When do you think they will disappear?

In fact, which energy companies have you seen "come and go" :huh:

footyguy

Well time to accept, as the general sentiment appears to be, that this is certainly one supplier to avoid at present.

My current fixed term contract with iSupply is coming to an end, and having consulted the usual comparison sites, it showed I could save a fiver a year (plus some cashback ) if I switched to EE.

I am aware of their shortcomings in so far as they only produce a statement every 6 months, and thier website is basic (a lot of their online account management doesn't actually work yet - work in progress they say, but it does allow you to input your meter readings and that's all I need)

So I made my application via quidco (who use EnergyLynx). I was promised EnergyLynx would pass my details to EE within 24 hours and I have no reason to doubt they did (especially as my cashback also tracked the day after application)
Despite EnergyLynx suggesting the new supplier would contact me very shortly thereafter, EE actually took 7 whole days to do so.

What's more, they then said it would probably take another 5 weeks before they can switch me :eek:

Whatever happened to Ofgem's requirement that a supplier should switch you within 17 days of application?

According to Citizens Advice, they too say it should be within 17 days of application (but seem to suggest allowing 3 weeks)
https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier/

If it takes longer than 17 days, contact the supplier to find out why

So I contacted them a week ago to ask.

I also set up my online account, and as I requested E7 tariff, that of course has 2 registries. However, looking at my online account (which states my E7 tariff I applied for), it onlyy has space online to submit 1 registry entry when giving a meter reading.
So I contacted them about that too.

To date I have not had any reply to either enquiry.

So I've taken the decision that £5 a year really isn't worth the time & trouble and have cancelled my application within the 14 day cooling off period
(Anyone who wants to make similar use of this may like to note their terms actually provide for 14 working days cooling off period - so almost 3 weeks )

Of course I've had no reply to that cancellation notice either, and I wouldn't be surprised if they are still trying to switch me.

However, when you send EE an email, they do give an initial automated response ... and as I have received that with each email I have sent, they can't suggest they have not received my email communications.

Might try them again one day, but certainly not this year.
Perhaps when they get more staff ... or less customers. :cool: