Add your feedback on energy supplier Extra Energy

gollum007

The farce with this company goes on.....

I was issued with a final bill in March (After 6 months). Checked this and confirmed as accurate, then paid.
They responded to my complaint about the time taken to produce this bill ~3 months after that. (9 months after raised.....)

I've now been issued with yet another 'final' bill.
This cancels all previous bills, which have disappeared from the online portal.

This 'bill' (Bog roll....) shows a credit of approx £7, which they say is due to them using estimated reads on the gas for the final bill.


Anyone taking bets on how many more bills these fools manage to produce?

footyguy

gollum007 wrote: »

The farce with this company goes on.....

I was issued with a final bill in March (After 6 months). Checked this and confirmed as accurate, then paid.
They responded to my complaint about the time taken to produce this bill ~3 months after that. (9 months after raised.....)

I've now been issued with yet another 'final' bill.
This cancels all previous bills, which have disappeared from the online portal.

This 'bill' (Bog roll....) shows a credit of approx £7, which they say is due to them using estimated reads on the gas for the final bill.


Anyone taking bets on how many more bills these fools manage to produce?

Why have you waited 9 months since raising a complaint for a response?
Unfortunately you have now lost the opporunity of escalating it to the ombudsman service - you could have done that after 8 weeks.

You are on your own now, sorry.

gollum007

footyguy wrote: »

Why have you waited 9 months since raising a complaint for a response?
Unfortunately you have now lost the opporunity of escalating it to the ombudsman service - you could have done that after 8 weeks.

You are on your own now, sorry.

As I owed them money (A not inconsiderable amount either), I wasn't too bothered

The (original) final bill was accurate, I await with interest their response as to !!!!!! is going on now, as I'm arguing that they don't owe me anything

Technically speaking, I think the ombusdman would probably still take this on on the basis of the original complaint date, as it's still the same issue of being unable to produce a final bill which is 'accurate'

Good entertainment if nothing else, the poor CS person with an absolutely ridiuclous script to try and follow.....

luckwudaveit

A relative is with EE, on a fix til Jan 2017. I've just entered meter readings online for her and realised she has no debits / bills against the account. I then found this thread and read with horror. I suspect her direct debit at £36 a month is probably below usage so want to try and find out any shortfalls ASAP.

What would be the recommended route to get a bill, email EE?

lisa110rry

Oh dear! How long has your relative been signed up and how many £36s have not been taken?

My recommendation would be to keep a spreadsheet of usage cost and squirrel away enough money to pay for it and just wait to see what they do. The backbilling code will mean that if more than 12 months elapses without a bill anything pre-dating the twelve months cannot be charged.

luckwudaveit

Her online account shows payments since March 2016. I added meter readings yesterday and now can't see any historic readings. It's a useless My Account area of the website.

As it is a fix til Jan 2017 she will go on to a standard rate then, presumably higher than the fix. I would rather avoid this by getting her payments up to date and start a switch mid December.

lisa110rry

Sorry, I misunderstood when you wrote "no debits / bills against the account". I thought you meant there had been no direct debits taken, but I now understand. Is there a record of the opening reading? Perhaps this could be found on the previous supplier's web interface? Last bill from previous supplier? Then at least you would know where you are now and can do regular readings in future.

footyguy

luckwudaveit wrote: »

A relative is with EE, on a fix til Jan 2017. I've just entered meter readings online for her and realised she has no debits / bills against the account. I then found this thread and read with horror. I suspect her direct debit at £36 a month is probably below usage so want to try and find out any shortfalls ASAP.

What would be the recommended route to get a bill, email EE?

Luckwudaveit wrote: »

Her online account shows payments since March 2016. I added meter readings yesterday and now can't see any historic readings. It's a useless My Account area of the website.

As it is a fix til Jan 2017 she will go on to a standard rate then, presumably higher than the fix. I would rather avoid this by getting her payments up to date and start a switch mid December.

The £36 per month as initially set by Extra Energy would be 1/12th the anticipated annual cost based on the information your relative provided when she signed up, and the tariff she agreed to.

So unless she thinks the information she gave when she signed up has now changed, then the £36 per month would remain correct.

Or you could actually calculate the cost of her consumption to date.
You know the current meter reading, and the start one (if you can't remember it) would be the same as the final one used by her previous supplier
Then deduct all the payments made to date for a current balance

EE should contact your relative at the start of the switching window, offering a new tariff if she wants, or the option of switching supplier without incurring any early exit fees.
I would suggest when you get that notification, that would be the time to consult a comparison site and find the best deal then available for your relative.

luckwudaveit

Thanks and apologies for not quoting. I hit the + button and select quote but it doesn't appear.

Record keeping of my relative is not the best, but I'll see what I can find out and do some calculations. Considering how much the heating is on, I'll be surprised if £36 covers it. I'll suggest some squirelling to avoid a nasty surprise.

footyguy

Luckwudaveit wrote: »

Thanks and apologies for not quoting. I hit the + button and select quote but it doesn't appear.

Record keeping of my relative is not the best, but I'll see what I can find out and do some calculations. Considering how much the heating is on, I'll be surprised if £36 covers it. I'll suggest some squirelling to avoid a nasty surprise.

I couldn't possibly be so judgemental of your relative, but if it does prove she is using more energy than she originally declared as anticipated, then she is only potentially harming her own interests.

A change in anticipated annual usage could throw up an entirely different supplier or tariff as being the cheapest.