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I-LOV-MONEY

molerat wrote: »

Just fired off my complaint for my 42p refund

Hope you sent it by e-mail and didn't buy a postage stamp :rotfl:

Ken68

No problems here with EE. Final bill today for switch on 22/3/16 showing an unexpected government rebate of £12. Pleased. Left DD in place.
Switched because SSE was cheaper.
I think some of you complainers work for the opposition lol.

zwanzig20

Ken68 wrote: »

No problems here with EE. Final bill today for switch on 22/3/16 showing an unexpected government rebate of £12. Pleased. Left DD in place.
Switched because SSE was cheaper.
I think some of you complainers work for the opposition lol.

Ken68, I envy you!! :j
Early days yet though....;)

footyguy

You'll never believe this, but EE actually replied to one of my many emails finally

They even accept I have emailed them many times, and apologise for not having responded to the others.

(Actually, I think what they have actually done is replied to the latest email, but deleted the COMPLAINT part, and responded to an earlier email instead. i.e. the COMPLAINT was sent as a forward to a previous email I sent them)

I probably would accept this reply, because it does confirm they will stop trying to take over my supply.
BUT
I now have reason to believe, because of their incessant attempts, they have already succeeded in getting me switched to them. :mad:

If I'm proved right, that'll be another COMPLAINT for an erroneous transfer (and I'll also go after them not having responded to the first complaint, since they deleted that before responding. Do they think I don't keep a copy myself? :cool:)

footyguy

footyguy wrote: »

...

I probably would accept this reply, because it does confirm they will stop trying to take over my supply.
BUT
I now have reason to believe, because of their incessant attempts, they have already succeeded in getting me switched to them. :mad:...

The cheeky bar stewards! :mad:

What their email actually said was they will mark my account to ensure no more attempts to switch will occur.

But I now know for sure that despite my many emails, they have already now got to the stage a switch will take place which is apparently too late for the existing supplier to object to ... and I'm sure they are fully aware of that.

Oh well, I wonder how long after realising they are not getting paid they will they start the ET I have already told them to get on with? :cool:

antmarce

Extraenergy are not only the worst energy company I have ever dealt with they're the worst company full stop. Have been trying to get a bill off them for 18 months. Half a dozen calls plus half a dozen emails. Still nothing! They put up my direct debit with no explanation and Never get back to you. In the hands of ombudsman now. Don't do it!!

molerat

molerat wrote: »

Just fired off my complaint for my 42p refund

E-mail today apologising and stating my 42p has been requested and to allow them 10 working days to process it. We shall see

zwanzig20

Well, 10 days after contacting the Ombudsman, I have a early resolution proposal as follows:


We have contacted Extra Energy about your complaint and it has agreed to provide the following as a resolution to your complaint:

•recalculate his bill using the opening meter reading of 6859 to match his previous supplier;
•send a letter of apology; and
•provide a £30 goodwill gesture.


The first bullet point is all I was ever after so this could have been easily avoided - now £30 better off. They do have 28 days to produce this final bill though so not over just yet.....Still, kudos to the Ombudsman.

footyguy

You can find the latest complaints performance report as published by EE here:
http://www.extraenergy.com/sites/default/files/PDF/EE_DOM_CCP_Customer Complaints Performance V8.pdf

Can anyone explain it please?

Q2-2014
No. of complaints received: 2
No. of complaints resolved: 2
% resolved first day: 0%
% resolved at 8 weeks: 100%

ok I understand that. They had 2 complaints, both of which were resolved within 8 weeks, but neither within the first day.

So then look at
Q3-2014
No. of complaints received: 28
No. of complaints resolved: 2
% resolved first day: 0%
% resolved at 8 weeks: 100%

So what are they saying? :huh:
That of the 28 complaints they received, they only resolved 2? :huh:
But that those 2 were resolved within 8 weeks?
What about the other 26??? :eek:

And then at
Q4-2014
No. of complaints received: 335
No. of complaints resolved: 2
% resolved first day: 100%
% resolved at 8 weeks: 100%

Does that mean of the 300+ complaints received, they only managed to resolve 2?
And that they resolved those 2 within 1 day?
So the rest that presumably were going to be a bit more complicated to resolve, they didn't even bother with?
:huh:

Latest figures
Q1-2016
No. of complaints received: 5169
No. of complaints resolved: 3431

So you have about a 60% chance of a complaint being resolved?
If correct, looks like the ombudsman needs to take on more staff.
Of 3431 complaints resolved, only 90% were resollved within 8 weeks (so lets assume thats 340 that were not)
Add this to the 1738 (5169-3431) complaints not resolved - that's almost 2100 complaints that could go to the ombudsman from just one supplier in a 3 month period :eek:
(over 20 per day, every day)

zwanzig20

I also noticed this and thought along the same lines. The work for the ombudsman must be immense. You would think that alone would spur them to take action against EE.

In my experience, EE tell untruths and then just ignore any complaint made.