Add your feedback on energy supplier Extra Energy

lisa110rry

That link is interesting hra, I've subscribed to it. Although I left EE almost 12 months ago and everything was sorted to my satisfaction, I've bookmarked the page as it sets out clearly the final bill and refund provisions.

footyguy

footyguy wrote: »

So despite them yesterday finally acknowledging my complaint against them, ...

footyguy wrote: »

...
But I would give them 10 more days to come uip with a proper, reasonable resolution which I would want in writing from them before I go to the ombudsman. I will then decide based on the contents of that response, if it arrives within 10 days, to decide whether to accept or go to the ombudsman anyway..

So I've now had an email from them saying we have bunged you £50 and closed your complaint against us.

I wonder what the ombudsman will say about that as a system for handling complaints? :cool:

Edit: And now I have phone message left from them asking me to contact them urgently about the complaint I raised ...

Flashgordon

Some 50 days after the Energy Ombudsman upheld my complaint that Extra Energy had not applied the Back Billing Code to my final account which they presented 11 months and 15 days after I had terminated my contract with them Ben Jones of EE sent me an e-mail with a revised final account attached acknowledging they had transgressed the Code and promising to forward the new credit balance plus a £75 Goodwill Gesture within 14-21 working days (not the 14 days the Ombudsman allows).

One cheer then the reality. Reading the new account Extra Energy had cancelled all previous invoices so that the account covered 310 days of which 141 were subject to back billing. The first 156 for which I had previously been invoiced (based on my monthly customer readings) were over late spring, summer and early autumn of 2014 when energy useage was modest. By averaging the duel fuel useage over the full 310 days EE would save £200 on the payback. Even using the full 310 day period the calculation shows that EE are trying to dodge 48% of the actual sum owing with their offer (they do not show the method by which they arrive @ the low figure).

I have gone back to the Ombudsman asking him to re-open the complaint as they closed it when EE said they had completed the remedy. I have pointed out that EE should not be allowed to reduce the credit balance by cancelling the first invoice. This was based on customer supplied readings which if disputed by the supplier should have been challenged at the time as per SLC 21B.2 of the Consumer Complaints Handling Regulations 2008 although of course they were retrospectively trying to comply with 6 monthly billing under SLC 21B.5 of the same Regulation and this is why the invoice was not issued until January 2015 over 3 months after the last supply date on the account. I have also set out the calculations by which the actual sum owing by EE should be found which is over £500 more than they are offering.

MABLE

Even though everything was sorted out with EE back in May of this year I now find an email from their debt collection company requesting payment for an amount I never owed. However I spoke to my contact in the Complaints dept and he was excellent. He sorted the matter out for me straight away and the debt company have confirmed the case is closed.

There are some excellent people who work for EE but unfortunately their
infrastructure lets them down.

gravotech

Do not switch to this company; you will have nothing but grief.
I joined in April this year and I still have not had a bill from them. They will do everything they can to stop you talking to their managers. Their staff are not helpful.
I was told that I was not a priority.
If you want to leave them you have to put this in writing even though their emails bounce back making it impossible to leave.
BE VERY CAREFUL before thinking about this company

gravotech

I have found extra energy to be the pits of all energy companies
You do not get a bill off them until it suits them
We too are taking Extra energy to the ombudsman as they will not send a bill to us.

No one should use them as they only cause anger

gravotech

Check with Eon as they will give you a better deal than this bunch of cowboys

gravotech

Go with someone else.
You will regret it!

gravotech

If people have had a bad experience should we not be able to tell others.
Unless the companies themselves don’t like the truth

I-LOV-MONEY

Hi Gravotech

Thanks for your comments about EE. I think we all understand your feelings. If you look back on this thread you will find a lot of annoyed customers.

I don't think anybody reading this would even consider joining them. I know that I was considering them at one time, until I read this and instantly changed my mind!