Add your feedback on energy supplier Extra Energy

degreesofsep

csbulmer wrote: »

yes crap.
if they owe you money for overpayment.it will take months
to get back if at all.
still waiting for a large overpayment after 5 months.
left this company over 20 months ago.

And there was me hoping if they do owe me money (which is a possibility due to the back billing rules), that I would get it quickly. Maybe if I get it by Christmas I can buy my dear old mum a nice pressie...

Gingerscot_2

I hope this question hasn't been asked before but we switched from EE to Eon in April and still haven't heard anything from them, which, of course, isn't a surprise.

My account shows I'm £70 in credit but with the final bill I'm sure we'll owe them about £100 and I was wondering how long we'll need to wait before we can forget about it.

molerat

6 years ..................

Former_E.ON_Company_Representative:_Malc

Gingerscot wrote: »

I hope this question hasn't been asked before but we switched from EE to Eon in April and still haven't heard anything from them, which, of course, isn't a surprise.

My account shows I'm £70 in credit but with the final bill I'm sure we'll owe them about £100 and I was wondering how long we'll need to wait before we can forget about it.

Morning Gingerscot

Thought I'd pop on to let you know what happens from our end. As you've changed to us it's our responsibility, as the gaining supplier, to let the old supplier have the meter readings we use to open your account with us. The losing supplier uses the same readings to close their account and issue a final bill. This stops the same energy from being charged twice. This is done via a series of electronic messages that pass between the two suppliers and certain third parties like the regional distributors, meter operators, meter reading agents etc. These messages let all those involved with your energy supply know about the changed circumstances.

Although switches usually complete in about two and half weeks, it may take longer before all the information is through. As your switch completed in April, though, I would expect the information to be through by now. I'll be happy to check this from our end if that helps. Probably won't influence when you'll receive your final bill but might give you an idea of where the switch is at. Drop an email to the address in my Profile if you would like me to check.

Hope this helps Gingerscot.

Malc

footyguy

molerat wrote: »

6 years ..................

I'm not convinced even that will be long enough for this mob.

I had a voice mail left recently, asking me to call them back as they now wanted to resolve my complaint.
A complaint that was made in writing and within it I requested their response be put in writing :cool:

Of course, I tried to call back but they never answer. Anyway, what the call did remind me was that 8 weeks are now up since originally having submitted the complaint, so it's now off to the ombudsman.

footyguy

Gingerscot wrote: »

I hope this question hasn't been asked before but we switched from EE to Eon in April and still haven't heard anything from them, which, of course, isn't a surprise.

My account shows I'm £70 in credit but with the final bill I'm sure we'll owe them about £100 and I was wondering how long we'll need to wait before we can forget about it.

Do you have an opening bill from Eon yet? If so that would have the opening reads on, and so should be the closing reads for EE.

In which case I would ask them now for a final bill. Keep a record of the request, and ensure you keep the acknowledgement (fortunately EE send an automated email acknowledgement if you email them, so that should do)

That may then mean the 12 month back billing rule may apply if EE don't manage to sort something out by then (each case is assessed on it's own merits but essentially you have to be able to prove its entirely down to the fault of the supplier) ... rather than having to wait for 6 years which is the legal position.

Trouble is though that under the 12 month backbilling rule, you will probably lose the £70 already paid, whereas if they don't bill you for 6 years you could get the £70 back too.

csbulmer

ee.you will regret signing up to this company.
I was given another 21 days to sort out a problem
that shuld have been sorted months ago. don't do it.
it will take months to sort with ee.
again I say again crap company.
colin.

rogcal

I only post on this forum every 3 months or so when I submit (or try to submit) my meter reading and I see from reading the various posts that not much has changed since I last came on here but one thing has changed and that is the speed at which EE now answer calls.

My call was answered in less than 90 seconds which was great but then I soon realised that EE are manipulating the system so that they can show calls are answered quickly and thereby satisfying OFGEM's requirement that customers aren't kept on hold for lengthy periods.

How are they "fiddling" the system, quite simple really. When they answer they tell you that they will call you back soon and when I asked how long they say "one hour to 90 minutes". Very, very crafty but statistically it will show my call to them was answered quickly and their call logging system will show that despite the fact that I shan't be talking to someone who can deal with my query for over an hour.

I wonder who at EE thought up this great idea. I hope they get a good bonus.

I feel sorry for the people they have employed (most probably on zero hour contracts at minimum wage) who spend all day answering calls quickly just to tell customers they will called back in an hour or so, presumably by someone with the appropriate skill level to deal with the query.

footyguy

So I had another call today from EE - seems like they are keen to resolve my complaint now its over 8 weeks old :cool:

Anyway, they left a message originally and asked me to call back. Got through almost immediately (within 60 seconds), it's a direct line to their complaints department

0800 953 4778

I thought it may help some, but reading the above post, I'm not so sure now.

Anyway, it would appear complaints get assigned to an individual at EE eventually, and once that happens, only that nominated indivdual will deal with the matter.

In my case, we didn't get very far as they wanted to go through some security questions before they would deal with the matter by hone (I did actually request in my complaint that any response should be in writing)

Anyway, I wouldn't provide the personal details wanted, so I suggested they call me back instead, which they did straight away. But they still wanted personal details, apparently for security reasons, although as I pointed out it was they that had called me.

In the end, they refused to continue with the call and said they would email me the response to my complaint. (That is what I requested in the complaint in the first place)
But that was early this morning. Guess what? Still no email from them...:cool:
(was holding on to enclose that with the bundle to the ombudsman, but I suppose I can always pass it on later if necessary)

2catsandcounting

I fear I am just the beginning of my saga with them...

Switch completed to them on 24th February, DD was set up on our end at the same time but they opted not to take the first payment on 1st April. (DD is £57/month)

On 12th April they claim that someone came and took meter readings, but no actual bill was issued at this stage.

On 20th May I was worried that we had never got a bill from them, so phoned them up with meter readings, and i was told not to worry and they only do bills every six months.

Today (June 29th) they have sent me a bill for the period on 23rd Feb-12th April for £91, but because only 1 payment had been made at this point, there is an outstanding balance of £34 so have decided to put our DD up to £83, yet also according to our account we are £171 in credit!!

We phoned back this morning, and gave them updated meter readings and asked them to reduce the direct debit back down to £57, or a figure closer, but they refused because they can only review direct debits once 1 year?? If we continued to pay £83/month we'll be massively in credit by the end of it!

This is a joke of a company, my boyfriend asked to speak to a supervisor, who we could hear was drip feeding the guy on the phone, but this was not possible and he would have to call us back, which we are still waiting for! In the meantime, we have cancelled the direct debit and started the switching process to Sainsbury's Energy through Martin's Energy Club, we'll get £30 cashback and save £32 over the year so this covers the £50 exit fees. (plus we'll get nectar points)

I don't think this will be resolved a for a while, am prepared for a long battle!!