Add your feedback on energy supplier Extra Energy

rogcal

Oh boy it gets better and better.

Just rang ExtraEnergy to ask for confirmation that the payment made yesterday via my online bank account had been received and credited to my account.

"I'm sorry sir but I cannot do that as the system that allows us to view your payment schedule has not been set up yet".

AbbieCadabra

rogcal wrote: »

Oh boy it gets better and better.

Just rang ExtraEnergy to ask for confirmation that the payment made yesterday via my online bank account had been received and credited to my account.

"I'm sorry sir but I cannot do that as the system that allows us to view your payment schedule has not been set up yet".

:eek:

the ultimate computer says no ! how ridiculous, they really aren't fit for purpose are they?

i think there was a response from the Rep at the beginning of this thread, something along the lines of 'they wouldn't be able to comment, please email customer services blah blah', to which a few of us replied 'no point having a rep on the forum then!'.

violetta

They seem to have managed to set up the system that TAKES your direct debit though, so I hope they are managing to record the amount they have taken and from whom.

CashStrapped

Follow up to my earlier post. I too was on the Blue Plus EDF price promise, I looked at Extraenergy, and yes they were the cheapest at the time (April/May). I decided to switch to scottish power who were a bit more expensive. ExtraEnergy seemed too new and there were some questions at that time about service level.
The ScottishPower tariff did also have the benefit of there being no "switching fee" so I could jump ship at any time. (I also managed to get an £80 love to shop voucher and £15 energyhelpline credit).

I thought it would be good to report on my switch in comparison to Extraenergy experiences on here, due to the many issues people seem to have been having. I have had no issues with the switch at all. I got a step by step switch progress guide. Since then I have updated my meter readings the day after each (two so far) DD left my account. Their system updates my account immediately and shows me if I am in a debit/credit at the current time. I also get a calculated breakdown of daily average gas and electricity use in KWH and units (although I do this anyway), and graphs to boot!

They have also brought out a new cheaper longer fix tariff which I am now switching to (without penalty) as it is £40 a year cheaper for me.

So quite impressed thus far....

cupc4kes

CashStrapped you've done exactly what I've thought of doing, going with the slightly higher tariff but with a company I know and I think you've just made my mind up for me. With there being no penalties to leave if extra energy do get better I can always swap at a later date

MABLE

CashStrapped wrote: »

Follow up to my earlier post. I too was on the Blue Plus EDF price promise, I looked at Extraenergy, and yes they were the cheapest at the time (April/May). I decided to switch to scottish power who were a bit more expensive. ExtraEnergy seemed too new and there were some questions at that time about service level.
The ScottishPower tariff did also have the benefit of there being no "switching fee" so I could jump ship at any time. (I also managed to get an £80 love to shop voucher and £15 energyhelpline credit).

I thought it would be good to report on my switch in comparison to Extraenergy experiences on here, due to the many issues people seem to have been having. I have had no issues with the switch at all. I got a step by step switch progress guide. Since then I have updated my meter readings the day after each (two so far) DD left my account. Their system updates my account immediately and shows me if I am in a debit/credit at the current time. I also get a calculated breakdown of daily average gas and electricity use in KWH and units (although I do this anyway), and graphs to boot!

They have also brought out a new cheaper longer fix tariff which I am now switching to (without penalty) as it is £40 a year cheaper for me.

So quite impressed thus far....

I have switched quite a lot and have never experienced any issues regarding the switching process but as I switched to an online account with EE i thought everything could be managed online.

Also I have been with SP and their online facilities are excellent and when you enter your meter reading it produced a virtual bill in a day or so.

The moral of my story is do not go on price alone. On this occasion
you were a lot wiser than me.

MABLE

UPDATE
Phoned EE yesterday and they are now saying full online account facilities will be available from mid to late September. However they did not state in what year this would be and I did not ask!

icstm

Thinking of signing up myself.
All I care about is that they can email a bill.
I don't need online access all the time and when I just called them they said that can process meter readings over the phone.
So what I want would be PDF statements and VAT receipts (as they look formal).

jazzy

icstm wrote: »

Thinking of signing up myself.
All I care about is that they can email a bill.
I don't need online access all the time and when I just called them they said that can process meter readings over the phone.
So what I want would be PDF statements and VAT receipts (as they look formal).

If you are on monthly direct debit they fix the amount at the start of the contract and that's the bill you get every month, although the monthly direct debit payments are reviewed every 6 months based on your meter readings.

There are no PDF statements at the moment, hopefully they will be available sometime in September..?

hra_2

icstm wrote: »

Thinking of signing up myself.
All I care about is that they can email a bill.
I don't need online access all the time and when I just called them they said that can process meter readings over the phone.
So what I want would be PDF statements and VAT receipts (as they look formal).

They were not able even to email or post a bill or payment schedule when we asked, despite the promises on their website.

The worrying thing is the precedent this sets. What is to prevent an unscrupulous (or worse) company setting up, advertising an attractive tariff, saying all the right things on its website and then taking money from its customers' accounts without any accountability, all the while making excuses e.g. that their systems weren't ready or they had IT problems and having this blithely accepted by OFGEM and the financial regulators? This could be spun out for months with many customers even being happy they were in credit. The unscrupulous (or worse) company could then go conveniently bust.