Add your feedback on energy supplier Extra Energy

footyguy

I-LOV-MONEY wrote: »

Just spotted this article in The Guardian.

Nothing new there - that is simply an email from a Guardian reader who starts off with

I wanted to bring your attention to the Trustpilot reviews for the small gas and electricity supplier Extra Energy...

The response from EE is already essentially stated in their own complaints performance report
http://www.extraenergy.com/sites/default/files/PDF/Customer%20complaints%20performance.pdf

As for the guardians response, well if they took a look at Trustpilot, they would probably many reviews made about all energy suppliers are not particularly complimentary

But I think the whole article is scraping the barrel even for a Guardian reader. No one forced MT (the email sender) to go with EE, and if MT is as dissatisfied as they say, then why on earth are they still with EE???

degreesofsep

footyguy wrote: »

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:

You make a lot of assumptions here pal.

I sent my original complaint over two weeks ago, via email to their customer care team. Apart from an automated response I have heard nothing. I asked for the bill to be sorted out within 2 weeks, as per template letter regarding back billing on Citizens Advice site.

I know the how and when the Ombudsman will take up my complaint, my withering sarcastic remarks to Ben Jones are based on information from all other posts on this and other forums, along with media sources, such as The Guardian and The Independent; my assumption is that they won't sort this out in 8 weeks. I was hoping by stating I am willing to go to the Ombudsman, and copying in various email recipients, it would shoot a rocket up their collective backsides and I would get my issue sorted out sooner rather than later. But I hold no hope of that, hence clutching at straws comment. Plus I did say I would "eventually" go to the Ombudsman.

So many thanks for your post (sarcasm again I am afraid.)

regis598

I made a complaint to EE on 5 June 2015, which they acknowledged by way of email on 8 June and a subsequent phone call on 15 June to advise me that they were investigating my complaint.

On 3 August I escalated the complaint to Ombudsman Services-Energy due to a lack of response from EE

Today, 297 days and FOURTEEN phone calls later OS-E are still allegedly dealing with the complaint.

MABLE

regis598 wrote: »

I made a complaint to EE on 5 June 2015, which they acknowledged by way of email on 8 June and a subsequent phone call on 15 June to advise me that they were investigating my complaint.

On 3 August I escalated the complaint to Ombudsman Services-Energy due to a lack of response from EE

Today, 297 days and FOURTEEN phone calls later OS-E are still allegedly dealing with the complaint.

In the end I made a complaint to the Ombudsman and never found them any help. However what did help was EE knowing I had gone down this route and the matter was settled without the Ombudsman intervention and I came to an amicable agreement with EE myself plus a reasonable goodwill payment. I was pro active throughout the process and the only status message I got from the Ombudsman was
"ready for investigation".

tillydad

I cannot believe the total incompetence of a company that makes stupid errors and then needs 12 weeks to correct them. It is only a 5 digit number. Yet I am expected to put up with Scottishpower chasing me for a ridiculously high amount to settle their final bill.

:mad::mad::mad::mad::mad:

Maxwell007

ONLY 12 WEEKS loooool
try 12 months . . .

tillydad

I hope not my husbands heart may not last. I wish I had read the forum comments before we signed up. I'm having to limit his exposure to this energy switch. I've sent the email to customer service but I'm assuming that it will be ignored. Scottishpower say they cannot take the correct readings from us as it is against the law. So at the moment we are being chased for nearly £900 by Scottishpower that we don't owe them. Luckily I had cancelled the dad. Any ideas on how to proceed would be appreciated.:(

zwanzig20

What exactly has happened, Some sort of incorrect meter reading? Who is at fault?

Raise a formal complaint, get a reference number and if not dealt with within 8weeks ( and if it's Extra Energy, it probably won't be) refer to the ombudsman.

I had Extra Energy use an incorrect starting meter read and they refused to change it - ignored my complaint - and I referred it to the Ombudsman 8 weeks later. 10 days later I had the correct bill with a discount for my time/trouble. I can't fault the ombudsman although others on here have had different experiences.

Just accept the fact that Extra Energy are incompetent, useless and will lie. Don't expect anything from them.

footyguy

regis598 wrote: »

I made a complaint to EE on 5 June 2015, which they acknowledged by way of email on 8 June and a subsequent phone call on 15 June to advise me that they were investigating my complaint.

On 3 August I escalated the complaint to Ombudsman Services-Energy due to a lack of response from EE

Today, 297 days and FOURTEEN phone calls later OS-E are still allegedly dealing with the complaint.

What is your complaint and what resolution are you hoping for?

Your first ever post in November 2015 indicated you had left EE, were waiting for a final bill and the resultant refund.

Youy stated 20 days after that first ever post of the issues you were having with the ombudsman service, and apparently they sent you £25
(first time I've ever known the ombudsman service ever give out compo out of their own pockets)

Mid December, you confirmed you had received your final bill from EE
It indicated you were to receive the refund due by 29/12/2015 (and you noted the county court would be open that day if it wasn't received by then)

Anyway on 04 Jan 2016, you confirmed you got the refund you were due.

regis598

footyguy wrote: »

What is your complaint and what resolution are you hoping for?

Your first ever post in November 2015 indicated you had left EE, were waiting for a final bill and the resultant refund.

Youy stated 20 days after that first ever post of the issues you were having with the ombudsman service, and apparently they sent you £25
(first time I've ever known the ombudsman service ever give out compo out of their own pockets)

Mid December, you confirmed you had received your final bill from EE
It indicated you were to receive the refund due by 29/12/2015 (and you noted the county court would be open that day if it wasn't received by then)

Anyway on 04 Jan 2016, you confirmed you got the refund you were due.

I was offered £25 by Ombudsman Services for the errors that they made, not EE. I did not accept their offer.