Add your feedback on energy supplier Extra Energy

footyguy

Does anyone know how often/over what period EE will continue to attempt to switch your supply to them, despite them being blocked by the current supplier and them being told by me not to bother trying?

As I posted earlier, I applied to switch to EE but then changed my mind during the cooling off period and cancelled the switch.

EE ignored that and continued to attempt to switch me to them.

Fortunately, my existing supplier alerted me to this attempt, and agreed to my request to object to the switch - (but my wording was only to object to the request they had received. No mention was made of which supplier was involved in the attempted switch, and I didn't make it an indefinite block as who knows what I may decide in future.

EE contacted me once they got notice of the objection by my current supplier (they clearly were given no reason as to why) and told me what to do and by when (it was time limited) in order to get the objection lifted.

So I played them at their own game and ignored them

Now they have contacted me again, saying as I failed to respond the current application is abandoned.
BUT...
They said they will keep trying to switch me. :mad:

They have mentioned they will try 3 more times, but have given no indication as to at what frequency these attempts will be made.
They have suggested if I don't want themn to carry on trying I should contact them, but as they have ignored all my contacts to date (apart from automated replies promising "we aim to respond to you as soon as possible", they never have and I woulkd not expect another message to them would be treated any differently)

The reason for the question is that I don't want either myself nor my current supplier to be inconvienienced by EE any more, but I don't really want to put an indefinite block on my current account, even against a specific supplier if that were possible (I'm not sure it is as I don't know if the current supplier is told what the new applying supplier is at that point)

But maybe I'll have to? Or perhaps just put an indefinite objection against EE (if possible)? Or perhaps put an indefinite objection against all other suppliers for say 3 months (I don't really want to and I'm not sure if 3 months will be long enough anyway to stop EE)?

Anyone with any experience of this please?

Consumer40

kelda_shelton wrote: »

Would appreciate opinions on this. What would you do??

A few weeks ago I found by chance in my junk email an email from Extra Energy who had supplied me energy back in part of 2014 / early 2015. I swapped suppliers in mid Feb 2015.


...

It said it would take by DD on 16/4/16.

I'm guessing it would be a bit hopeful to think that if I just ignored it, they would forget!? :P

I would not ignore it. However I would immediately send a complaint about the late production of the final bill. Point out that because of the extreme delay you were unaware that anything was owing and how in the meantime your circumstances have changed making it difficult to pay such a large & unexpected amount that you had not budgeted for. In the circumstances ask them to write off the bill.




Send your complaint by email & post - obtain a certificate of posting for the letter and keep the auto-response from the email. Try not to use the phone unless you are in a position to record the call. It is important that it is very clear that the letter/email is a complaint as well as a request to write off the amount owing because you will probably need to take your case to the Ombudsman. You can only involve the Ombudsman 8 weeks after you raise a complaint but you can have an informal chat with them now. You will need to keep copies of your letters & emails for the Ombudsman.




If you feel forced to phone Extra Energy (perhaps because they are making threats) and you are unable to record the call then summarise any agreements or important points in the phone call & immediately email them a copy of your understanding of what was said & agreed and ask them to contact you in writing if you have misunderstood anything. Again keep the auto-response.




I was in a similar position except in my case they owed me money. The Ombudsman awarded me compensation on top of the refund and it was clear they were well aware of the shortcomings of Extra Energy.




Given the volume of the complaints here, on other websites and other places (they were 'featured' on BBC Radio 4 last week) I do not understand why they don't face punitive action from the regulator. I do hope that the Ombudsman orders the partial or (ideally) a complete write off of the outstanding amount as it might help encourage Extra Energy & other suppliers to put in working billing systems before they inflict their flawed products on their customers.

Lyrawill

Just switched and raised on line query 1st April. Chased plenty of acknowledgements bu 27 days later still no reply. Am paying too much monthly and they just keep accumulating the money

Lyrawill

Against extra energy. I quite agree

footyguy

footyguy wrote: »

...
They said they will keep trying to switch me. :mad:...

Well it looks like they've tried again

and just for good measure I see they lodged the DD mandate with my bank too.
(I've cancelled that so suspect I'll be getting a snotty email from them very soon about doing that)

Official complaint now lodged.
That'll probably be ignored by them too

footyguy

Lyrawill wrote: »

Just switched and raised on line query 1st April. Chased plenty of acknowledgements bu 27 days later still no reply. Am paying too much monthly and they just keep accumulating the money

Howcome you are paying too much? :huh:

EE initially calculate your anticipated annual cost based on the anticipated consumption figures you provide and the tariff you applied for, and then divide that result by 12 to calculate your monthly payment.

footyguy

Lyrawill wrote: »

Against extra energy. I quite agree

The role of the energy ombudsman is to resolve consumer complaints about energy (gas and electricity) companies and their customers.

However, the ombudsman will not consider such a dispute unless you have first complain to the supplier involved and allowed them at least 8 weeks (6 weeks for SSE) to resolve the dispute themselves (or the ombudsman service will accept a complaint earlier if you can furnish them with a deadlock letter from the supplier involved)

kelda_shelton

Thanks Flt. Lt. Biggles Hengus Consumer40

In my case, I kept the direct debit going for about 6 months after I changed supplier, and then deleted it... I just assumed that the final payment I had made under the monthly DD had covered the cost and didn't think any more of it. My probably silly excuse is I was heavily pregnant and then with a new born when I swapped supplier and it just fell off my radar.

In hindsight, Flt. Lt. Biggles since they supplied me over the winter months & not the summer months, (I was with them for less than 6 months as I moved based on an alert through moneysavingexpert) they were obviously undercharging me per month (as it would even out over a years consumption) & hence why I owe them money.

Then they have tried to take payment 15 months after I changed supplier, (when they FINALLY sent a final bill - the first time they had contacted me by the way since leaving as I always scan my junk email folder Hengus) but as I cancelled the DD about 8 months prior its been declined and they have then re-contacted me about 2 weeks later.

Having checked the billing final meter readings against the initial readings with my subsequent supplier they do tally up. So Flt. Lt. Biggles - while I think its legit, I don' t see why I should pay the amount all in one go. I think its fair for this bill to be seen as 'unexpected'. Also, I wonder how the back billing applied and would effect this - again because of the unexpected nature of being 15 months later.

Thanks Consumer40 - I think I'll take your route in the meantime and see how it goes. At the verry least I think they should let me pay it instalments.

footyguy

footyguy wrote: »

Well it looks like they've tried again

and just for good measure I see they lodged the DD mandate with my bank too.
(I've cancelled that so suspect I'll be getting a snotty email from them very soon about doing that)

Official complaint now lodged.
That'll probably be ignored by them too

As suspected, they've discovered I've cancelled the DD mandate they set up, and now I've got the usually threatening communication... with a suggestion I contact them to resolve the alleged breach of contract I'm now in.

I wonder when, if ever, they will realise there is no contract with me. They are not my supplier, and the way they are going, they are making a good job to ensure they never will by my supplier.

All the more evidence to let the ombudsman handle in 8 weeks time.

zwanzig20

zwanzig20 wrote: »

Nightmare firm. I was with them for just over 4 months last day being 7/4/15 and received my final bill yesterday 22/2/16.


They reckon I owe over £500 despite having paid monthly by direct debit roughly the same amount I have paid for the last 6 yerars in this house which has always been about right.


Having checked their bill and my previous supplier (Npower) before them, they have estimated my starting gas meter reading as 162 points lower then the final meter reading from Npower meaning they are charging me for gas used which I have already paid Npower for.


Worse, when spoken to on the phone (12 mins on hold, 18 mins conversation) they wouldn't accept anything was wrong (stated the discrepancy was 'within tolerance') and if they changed the started meter reading to one which was 162 higher then I would end up paying more. I couldn't understand this - it was queried with a manager and they stood firm. I have now raised a dispute and await the outcome - was told it could take 3 weeks.


By my calculations, if they change the starting meter reading to that which the former company used as their final meter reading I would be owed £67 ish as opposed to owing over £500.


Exasperating.


Final bill from Npower dated 26-11-14 shows final estimated gas reading of 6859 on this date.
Bill from Extra Energy shows starting Gas meter reading on 27-11-14 of 6697.


AM I going mad?

It's now been 10 weeks since my first communique and 8 weeks since my formal complaint. I have heard nothing. They did try and take the alleged outstanding amount but as I had cancelled the DD it was unsuccessful. I haven't even had a threatening email.
Having re-worked the figures I believe I do owe about £200, which I'm quite happy to pay on receipt of an accurate bill, but definitely nowhere near £500.

On to the ombudsman.