Add your feedback on energy supplier Extra Energy

footyguy

So after 3 weeks, EE have finally responded to my complaint.

They said they will look into it and it'll be up to another 2 weeks before they deside how best to resolve it. :cool:

Well resolution is simple - the've slammed me and should be returning the supply back to the one they took it from.

I know the losing supplier is already on the case for me. I wonder if that is what caused EE to respond?
Especially since EE have previously admitted they "acknowledge that you no longer wish to pursue your electricity being supplied by us."
(This was over a week before they then went ahead and actually took over the supply)

footyguy

So despite them yesterday finally acknowledging my complaint against them, today they email me with a 'sorry you are leaving' note

I'm not leaving - as far as I'm concerned I never joined them!

Anyway "what to do next" as they title their email...

Apparently I'm supposed to provide them with meter readings on the day the switch occurs (no idea when that will be)

In there own words "This will help ensure that your final payment reflects your actual energy usage."

Erm... I'm not paying them a penny, ever. And even if I was switching supplier normally, the process is to inform the new, gaining supplier of the meter reading, who is then responsible for passing it back to the old, losing supplier.
So they are totally wrong whichever way they like to look at things.
They will not be receiving any meter readings from me - they are not my supplier!

And then, just for a bit of fun, they have reminded me that as I apparently agreed to a fixed term contract (I haven't!) they will also be charging me an early exit fee of £30. Good luck with that, EE!


What is so scarey, is that those who perhaps don't quite understand the process as well as I do, could well be taken in by all this mis-information by EE.


Edit: Forgot to add, I did take a quick peek at the online account where they wanted me to add my meter readings, and whilst it shows correctly an E7 tariff which is what was originally requested, the screen to submit meter readings still only displays space to insert one meter reading/resgisty value.
So i can't provide them even if I was inclined to do so (which I'm not)
I told them about this before - probably a good 6 weeks ago now - and still no action

degreesofsep

Originally posted this on another forum, Maxwell007 kindly posted link to here so cheers dude!!

I am just going to post my complaint email to them, be quicker and easier!!

I am actually at a loss where to begin with this complaint!

I suppose first I should address the issue of the final gas bill you have sent me, including an exit fee.

YOU DO NOT SUPPLY MY GAS AND NEVER HAVE!

You completely ballsed up the whole process by transferring my neighbours meter back in 2014, you never took over my supply from Scottish Power, I am still with them and transferring my electricity to them.

This issue was meant to have been sorted out a year ago when I complained. I was on the phone countless times and thought the issue was completely resolved then.

So for you to know try to charge me for gas you never supplied and then have the cheek to charge me an exit fee is beyond credulity.

As it took you so long to sort this out, I didn't start paying for my ELECTRICITY supply with you until June 2015, when a monthly payment of £24 was agreed with your collection department with a view to eventually repaying the entire debt over a year or so and being back in credit.

I gave you various readings during this period, but not once did you produce a bill for me.

I then contacted you in October/November for two reasons.

First to transfer to the latest fixed rate tariff and secondly to inform you that my meter was accessible from outside, as I had received a card from the meter reader saying they could not read my meter.

The agent told me that they would inform the meter reading company you use and send them out again to take a reading.

I was expecting a bill to be raised when this happened.

So when I looked at my account in March 2016, I was very surprised to still see no bill had been issued and that I was apparently over £200 in credit!

I submitted a reading online on about the 28th March 2016.

I looked at my account on 29th April, still no bill was showing.

I spoke to someone in your billings department, who assured me she would raise a bill and it would be showing online the next day.

I checked my account once more on Wednesday 4th May 2016, but to my non surprise there was still no bill showing.

I called up the customer service centre, but somehow I was through to the collections team, so had to be put through to customer service. Once I got through I had to repeat all the security procedures again as my details had not been passed on.

I told the agent that I wished to make a complaint.

After explaining what the problem was I was put through to the billings department (without being told, I was placed on hold and just put through.)

The gentleman I spoke to had no idea why I was calling, he did not have my details and I had to go through security procedures yet again. He was the most disinterested person I have ever dealt with in a call centre.

After he looked into my details he blithely informed me that you never properly deactivated my gas account and it would take up to eight weeks to do this.

He told me that you would not be able to produce an electricity bill until this was done.

As you can imagine I was extremely angry on hearing this.

I said that your company was a bunch of jokers, he told me he was not a joker. You need to tell your staff not to take things personally and certainly not to react that way with customers.

I asked him to put me through to your complaints department, which he did.

When I spoke to the complaint handler, after explaining what had gone wrong, he told me that because your customer service team had not raised a complaint he could not help me and I would need to go back to them to raise the complaint before your department could deal with this.

By this point I was apoplectic with rage. I do not even remember what I said, I eventually just hung up.

I then contacted Scottish Power and made arrangements to transfer my electricity supply to them.

This is an unbelievable catalogue of errors, balls ups and incompetence on a level I have never experienced before!

I wish you to sort this horrendous mess out and to make sure that I am not charged for any gas use, that I receive a proper first/final bill for my electricity and you transfer my electricity supply to Scottish Power as soon as possible.

Seeing as I have never received an electricity bill from you, I feel that this issue falls under the Energy UK 12 month back billing agreement as set out in Energy UK’s Code of practice for Accurate Bills Back Billing for Domestic Customers: (Had to take this out for spamming reasons!)

I have still not received my first bill at this address, despite contacting you several times to ask for one. I requested a bill on various occasions since November 2014 and have supplied you with numerous readings.

Please make sure that the Energy UK Back Billing agreement is applied to the balance on the account. Please respond to the points below, including any other information you feel would be relevant to help resolve this complaint:

• Please provide a copy of the first correct electricity bill produced and send this to me
• If you think the Back billing rules don’t apply, please explain fully how this decision has been reached with references to the Energy UK guidance document
• I have queried the production of my bill before on the phone on several occasions before and you were unable to supply a response. I am unhappy with the level of customer service you have given me. Please explain why you were unable to respond sooner and what you are able to do about the poor level of customer care I’ve received.

Please reply in writing within 10 working days. If you fail to respond in this time, I will consider taking the matter further.

Thank you.

I was not aware that I could use this back billing rule, I hope others find it useful.

And sorry if this is too long, if a moderator thinks so, please either delete or get back to me. Cheers

I then posted the following message!!!

Oh I forgot to say, they tried to take the the final gas bill by DD of about £260, (which you may recall is not supplied by Extra Energy!), despite being applied to my account and credit balance. Luckily I had already cancelled my DD with my bank, else they would have caused me bank charges for a bounced DD.

And does anyone have Ben Jones' email address please? Not heard from the complaints team yet and doubt I will, so I am going to try him direct.

degreesofsep

Thanks again to Maxwell007.

Let the email bombardment from me commence!

I-LOV-MONEY

degreesofsep wrote: »

Let the email bombardment from me commence!

It will be interesting to see how long it takes them to respond once you start your "bombardment"

degreesofsep

I-LOV-MONEY wrote: »

It will be interesting to see how long it takes them to respond once you start your "bombardment"

If this forum is anything to go by, we'll be totally reliant on renewable energy before they do!!

degreesofsep

Latest missive!! Copied in all email addresses listed above, maybe someone will do something?!?!

Dear Mr. Jones,

You make a big deal of talking to the media about how you have sorted out the chronic mess of a billing system at your company, but the evidence suggests otherwise.

I have been with you since November 2014 and no bill, except the gas bill, which you do not provide to me!

I am clutching at straws that you or your company will sort this out any time soon, so I shall eventually have to go to the Ombudsman.

I hope you don't apply for a job at any other company, because looking at your track record you couldn't organise a party in a brewery.

With disgust,

rudolfsidney

Hi. I've only joined the forum in order to follow progress on this EE thread. I'm halfway through my first year with EE and had the first half-year bill/statement (a month early!) last week with a small debit balance and a 'lovely' increase in my direct debit by 40%! However I ascertained that if I settled the debit balance my direct debit would revert back. That all seemed reasonable to me, but I reflected afterwards that I was fortunate that the bill didn't arrive during a winter month or the debit balance would of course be much higher!
I think from reading back though this thread that i might've been pretty lucky in my telephone calls to EE as always getting someone capable of dealing with my queries. However emailing is mostly a waste of effort as many others here have found out!

I-LOV-MONEY

Just spotted this article in The Guardian.

footyguy

degreesofsep wrote: »

...
I am clutching at straws that you or your company will sort this out any time soon, so I shall eventually have to go to the Ombudsman....

Talk about "clutching at straws"

The ombudsman won't help you (other than to tell you to follow the suppliers own complaint preocedure first) until you have followed the suppliers own complaint procedure.

That means raising a complaint, and letting it go through the two stages, and receiving a written response ... or allowing 8 weeks from first sending the complaint, whichever is sooner.

As it was less than 48 hours ago you were still in the process of getting to send a complaint,
http://forums.moneysavingexpert.com/showpost.php?p=70708254&postcount=55

and if that was actually sent by snailmail, they possibly only have just received it. Bit early to be threatening going to the ombudsman yet. :cool:

How long does the complaints process take and what to expect…
We'll aim to get things put right as soon as possible. This will typically take within four weeks, but we’ll contact you if we think it may take longer. ...