Add your feedback on energy supplier Extra Energy

MABLE

footyguy wrote: »

The ombudsman service is only essentially a mediator/adjudicator. The fisrt thing they do is contact you to get full details of your side of the story.

And then they ask what, in an ideal world, you hope to achieve from the complaint.

Extra Energy use freefone numbers, so there is no affect on your phone bill; they pay for the call!

Sadly, the same cannot be said for the ombudsman service.

Always worth trying to get a result yourself direct from the supplier. It may well be a better result than the ombudsman service would award anyway.
(Remember, it's going to cost the supplier £300 as a fee to the ombudsman to investigate a complaint)

Once you go to the ombudsman, the supplier is under no obligation to discuss the complaint directly with you any more.

By the fact EE knew that I went to the Ombudsman spurred them into action in resolving my issues plus a compensation payment. The Ombudsman did not do anything for me but at least it shook EE up enough to bring the whole sorry saga to an end.

Also being polite through the whole process probably helped my cause. Well I like to think did.

BTW You will probably find EE have some sort of contract with the Ombudsman and pay a fixed fee rather than £300 per complaint.

bondy01

Sandybanks wrote: »

Just had invoices for several accounts 3 out of 4 are wrong due to them totally ignoring my monthly submitted online readings. Also once their incorrect "estimate" is above your actual reading you cannot submit the correct reading because its lower and it wont let you.
I would suspect that they most likely have an error rate of about 50% of all customer accounts and that's why their customer relations is in melt down.

On my last bill the gas readings were ignored and a fairly accurate estimation was used. The elec readings that I submitted at the same time were used though.:huh:

Flashgordon

The Ombudsman upheld my complaint that EE had not applied the Back Billing Code to my final account.

I left EE in March 2015 and it took them 11 months and 15 days to issue a final bill for energy usage dating back to September 2014.

Just 4 days to go now before EE exceed the 28 days the Ombudsman has given them to refund the overpayment on the account and a further £75 as a gesture of goodwill. Expect I will be looking to the County Court for redress now that I have the Ombudsman's judgement.

backfoot

Flashgordon wrote: »

The Ombudsman upheld my complaint that EE had not applied the Back Billing Code to my final account.

I left EE in March 2015 and it took them 11 months and 15 days to issue a final bill for energy usage dating back to September 2014.

Just 4 days to go now before EE exceed the 28 days the Ombudsman has given them to refund the overpayment on the account and a further £75 as a gesture of goodwill. Expect I will be looking to the County Court for redress now that I have the Ombudsman's judgement.

Well done on winning with the Ombudsman.

As the Backbilling Code is a voluntary agreement, it will be interesting to see if it enforceable in the County Court. As it is not Statutory, it will be interesting to see how you frame your claim and what defence, if any, that EE submit.

I doubt they will defend, but then you may need further enforcement action to recover any Court award, if one is made.

Keep us posted.

backfoot

MABLE wrote: »

BTW You will probably find EE have some sort of contract with the Ombudsman and pay a fixed fee rather than £300 per complaint.

I thought £300 was the fixed fee. What is your source for saying Suppliers negotiate different amounts?

MABLE

backfoot wrote: »

I thought £300 was the fixed fee. What is your source for saying Suppliers negotiate different amounts?

I believe reading through all the information on the Ombudsman site said this but will see if I can locate it.

regis598

It is now 370 days since I referred my unresolved complaint against EE to Ombudsman Services - Energy. Fourteen phone calls later and still they demand non-existent paperwork from me.

od017

No issues with the service while I had it, but trying to cancel has been a nightmare.

I cancelled my EE service in September 2015. I gave my final meter reading and paid the outstanding balance in full. Was told by EE that was it - all done and closed.

Fast forward to June 2016 and I receive an email telling me I owed £7ish. I called to query this, only to be told they'd emailed me multiple times requesting the outstanding money (later found out they'd been sending the emails intended for me to another email address). They also suggested that if only I had checked into my online account I would have known I was apparently in arrears - why would I check my online account if I'm under the impression my account was settled/closed? :T

I did not believe I really owed them £7, but I paid it to shut them up. Since doing so I now have been checking my online account to make sure it has closed, and all that has happened is my balance has boomeranged all over the place. One minute it's £7 in debit, then over £800 in credit, then £3 in debit again (at this point I make a formal complaint), then it goes to over £800 in credit again, and as of this morning it is £1.50 in debit. I do not believe I owe them £1.50 and do not feel confident that if I paid it I would be any closer to closing the account I thought I had closed almost a year ago. I get they're a new-ish company, but this is fairly catastrophic incompetence.

I-LOV-MONEY

Wait until it is £800 in credit again. Tell them as your account is closed, would they kindly refund you the credit balance :beer: :rotfl:

footyguy

Flashgordon wrote: »

The Ombudsman upheld my complaint that EE had not applied the Back Billing Code to my final account.

I left EE in March 2015 and it took them 11 months and 15 days to issue a final bill for energy usage dating back to September 2014.

Just 4 days to go now before EE exceed the 28 days the Ombudsman has given them to refund the overpayment on the account and a further £75 as a gesture of goodwill. Expect I will be looking to the County Court for redress now that I have the Ombudsman's judgement.

Why would you go to the time, effort & expense of the legal action when you already have the ombudsman on your side?

If you have accepted the ombudsman's proposed resolution, the supplier is obligated to do what was proposed. If they don't, contact your case handler.

If you commence legal action against the supplier, the ombudsman will wash their hands of the complaint and refuse to assist you further in regards that complaint. The supplier will probably defend any court action you bring on the basis you have already settled out of court in full and final settlement of the complaint. On that basis, the court will probably find your claim as vexatious.