Add your feedback on energy supplier Extra Energy

molerat

My daughter has just received a bill, 6 days after we submitted a monthly read, 6 months and and a few days after the last one, accurate using the supplied read and have reduced her dd by £5 even though the bill was in debit. Maybe they are getting their billing act together, I think being a single rate electric only account helps. Always being a little in debit helps with confidence in staying with them for a while (along with keeping on top of the account status)

bondy01

molerat wrote: »

Maybe they are getting their billing act together,

No, they are not. Got a bill a month ago and despite being nearly £250 in credit my dd was upped by £12/month. Come november I could be up to £400 in credit. From other posts on here I don't think I would get anywhere with asking them to reduce it.
I really dispair with this company contrary to what Ben Jones keeps spouting in the press about these issues being sorted.
Please , avoid. My fix ends at the end of the year and I'm not sure what I will do. Is it much extra for paying on receipt of bill?

ender4

Joined with Extra Energy in January.

Previously i was with N-Power where i was paying £85/month.
Extra Energy have a lower standing charge and a lower unit charge, yet they started a direct debit at £110/month.

I complained to them by email in February, which they ignored.
I complained to them again in March, and this time they sent an automated reply and increased my direct debit to £125/month from April, without notifying me.

I've complained again now, as i'm already £350 in credit.

What a shambles.

elparc

Customer since May 2014. At the time they were much cheaper than my last supplier. All fine for a year then found it impossible to renew contract and move to a different tariff ended up on a variable deal and they also changed the direct debit amounts at will. No response from there customer service at all. Trying to get a settlement and then move on as they are nolonger the cheapest option.

sam3103

I ended my account with extra energy on 26th May, I was over £40 in credit, was told this would be refunded to my bank account on or around 18th June, that didn't arrive. Was then told the refund had been requested on 16th June and it could take 21 days.
It has now been 22 days since the 16th June (I have not counted saturdays or sundays) and still nothing. I have contacted them again and await their reply.
What is the deal with this company and refunds? Are they hoping I will simply forget and they get to keep my money?

molerat

I finished with them last September and eventually got my refund in June. Luckily less than £1 so I was happy to play their game and waste their time by e-mailing them.

dollydiva

They've just announced they're raising prices by 7% so bye-bye

footyguy

dollydiva wrote: »

They've just announced they're raising prices by 7% so bye-bye

Are you not in a fixed tariff?

If not, you probably should have consulted a comparison site to find the best deal for you prior to the price change announcement anyway.

But it's never too late.

molerat

Something has happened, they have always been very near the top of the cheap list but I did a quote on their site yesterday - just out of interest - and they came out very poorly priced and that will be using the flawed OFGEM inflated savings methodology. Also they do not seem to be appearing on the comparison sites.

Consumer40

molerat wrote: »

Something has happened ... they do not seem to be appearing on the comparison sites.

Interesting.



I see that BBC Radio 4's consumer program is scheduled to discuss Extra Energy at 12:15 today:

Extra Energy is the most complained about energy company in Britain. It's being investigated by Ofgem following a record number of complaints in the first quarter of this year. The latest figures from the Energy Ombudsman show it had complaints from customers at a rate of 192 per 100,000 customers between January and March this year. That's up 42% on the previous quarter. In contrast, SSE was the least complained about supplier, attracting only three complaints per 100,000 customers. Ben Jones is Extra Energy's Operations Manager is back to explain.

My recollection is that they had Ben Jones on a few months ago saying that all the problems were over and that this would be reflected in customer satisfaction scores going forward. I will be interested to hear what he has to say today.