Add your feedback on energy supplier Extra Energy

degreesofsep

My email to the complaint handler:

"Dear Ms. Logan,

I complained 8 weeks ago today, but as yet you have not addressed any of my issues.

Therefore I am now taking my case to the Ombudsman to get this resolved satisfactorily.


Kind regards,"

I wonder if this will elicit a response...

System

OFGEM is on the case:

http://www.bbc.co.uk/news/business-36704301

degreesofsep

Hengus wrote: »

OFGEM is on the case:

http://www.bbc.co.uk/news/business-36704301

I wonder if they will investigate the spurious claim of answering calls within 45 seconds on average, to then arrange a call back that others have reported take up to 90 minutes to happen?

footyguy

2catsandcounting wrote: »

We weren't given the option to disagree with the revise amount, and told they would take £83 a month every month until they reviewed it again in 12 months time, hence why we cancel the direct debit and starting the switching process. We know we owe them money, we just want an accurate bill before we pay.

my credit file is already trashed, it wont make much difference.

You would have been provided with advance notice of any revision to the amount and/or date to be collected. That would be your opportunity to diasagree.

footyguy

2catsandcounting wrote: »

Well, despite cancelling the direct debit, extraengery took £57 out my bank account this morning ...

So were you sent advance notice of the increase to £83?

If not, how did you know?

If you were, what was the first collection date said to be?
(probably not before 02 July 2016 as I questioned in post#2762, given the bill was only sent 29 June 2016)


Yes suppliers can ressurect DD mandates that you cancel with the bank when there is a legitimate reason to do so (such as you agreed to a contract to pay them by DD, a contract that is still in force)

footyguy

csbulmer wrote: »

finaly resolved ee.
got my refund after invoving ombudsman
after months of worry.
ee don't doit.
colin.

As I said in post#2767
The ombudsman wouldn't help you unless you have previously allowed the supplier the opportunity to resolve the matter by complaining to them.
Normally you have to wait 8 weeks, or get a deadlock letter, neither of which you appear to have mentioned in your earlier posts to have occurred.

But if youy want to believe it was the ombudsman service that did it, so be it.
Reality is, even if the ombudsman service did accept your complaint (having met their criteria which you failed to mention previously) it would take weeks, possibly months before the ombudsman would even look at it (other than sent an acknowledgment of receipt)

Frankie_72

Stay clear of ExtraEnergy might be cheaper in the first year but if you miss the anniversary date they put you on a lot higher tariff my standing charge alone was higher than my gas bill of £176 and that was only for 5 months. The previous 6 months I paid £76. So be very aware of ExtraEnergy, my advice stay clear.

Frankie_72

I'v had dealing with them waiting and waiting for e-mails, hope you got your reply.

Biggles

Frankie_72 wrote: »

ExtraEnergy might be cheaper in the first year but if you miss the anniversary date they put you on a lot higher tariff

To be fair, that's ALL energy suppliers. And mobile and fixed phone and broadband companies. Etc etc.

2catsandcounting

footyguy wrote: »

So were you sent advance notice of the increase to £83?

If not, how did you know?

If you were, what was the first collection date said to be?
(probably not before 02 July 2016 as I questioned in post#2762, given the bill was only sent 29 June 2016)


Yes suppliers can ressurect DD mandates that you cancel with the bank when there is a legitimate reason to do so (such as you agreed to a contract to pay them by DD, a contract that is still in force)

Foot guy do you work for Extraengery or something?! you've done nothing but defend them and criticize everything anyone has said against them.

Even though it's not of your business, they notified me on 29th June that the direct debit would be going up to £83 on the 1st August. We tried to dispute this with them, as this was based on 56 days of meter readings, and 1 monthly payment, even though we had been a customer of theirs for over 4 months and made 4 direct debit payments.

The Direct Debit Guarantee means that if i cancel a direct debit, it's cancelled. it's not for the company to reinstate it, because that would be madness and could lead to any company setting up direct debits out of bank accounts left, right and centre - get your facts straight.

And i think the fact the ofcom are now investigating them for billing issues and not refunding monies owed back to customers for months, i've done the right thing. If i pay them £83 a month, and only use £57 worth of fuel, the way this company acts I can't be sure i'll see that money back this side of Christmas.