Add your feedback on energy supplier Extra Energy

Ashmaniac

WhoIsThat wrote: »

If the company do deny the complaint was ever made, then unless you have proof to the contrary, don't bother with the ombudsman route, as the supplier will tell them likewise, resulting in the ombudsman service refusing to consider the matter at this time.

I have sent a copy of the complaint e-mail I sent to them to another e-mail address for safe keeping and forwarded the auto-reply I received from them to the same e-mail address, so I at least have proof they have received it. Still awaiting a response though.

bondy01

rogcal wrote: »

I suppose being the only "pay on receipt of bill" customer that EE had for over year put me in a unique position and because of that "if it could go wrong it did" but now all is sweet.

I'd strongly recommend going on the "pay on receipt of bill" payment method if only to remain in charge of how you pay and when you pay.


:beer:

What are you paying for the standing charge? I'm thinking of doing this to try and claw back the £350 that as of today I am credit with when my fix ends in a couple of months. It appears that they are incapable of refunding credit in a reasonable period when I leave looking at this thread. When I compare Fresh fixed Dec 2016 (which I am on) to the payg Variable price V1 it seems to be over £1 per day extra purely for the standing charge.

applicationcen

I had the Energy Ombudsman find in my favour on multiple issues caused by EE in their attempt to illegally with hold transfer to BG and then raid my account for as much cash as they could plunder before the transfer date:-

From the Ombudsman
Issue a letter of apology for the poor service; 0.00 09/09/2016
Re-bill the out of contract rates applied to your account from February 2016 to change of supplies date using the tariffs of 18p per day standing charge per fuel and 9.6p pkwh electricity and 2.82p pkwh gas (or apply an equivalent credit) 09/09/2016
Confirm in writing that any adverse information provided to credit reference agencies since February 2016 has been removed; and 0.00 09/09/2016
Issue a goodwill payment of £100.

So far they have done nothing - simply gone silent
EE have broken statue law by withholding transfer by falsely claiming I owed them money when in actual fact I was in credit.
I gave them multiple and timely actual readings, especially in relation to a changeover date in February 2016. They ignored the actuals and sent out their own wildly over estimated final bills. One account in excess by £450 and the other account in excess by £150. They locked the self-meter reading facility so that I could not correct it. By doing this they are breaking statute laws. If we broke these laws they could put us in front of a magistrate and we would be sentenced to a criminal record.
They have ignored their own notice period and did not provide the facility to comply with their own requirements to provide notice - what I mean by this is their email address [EMAIL="contractrenewals@extraenergy.com"]contractrenewals@extraenergy.com[/EMAIL] was not set up for use until mid-January 2016 - but I had to issue notice in November 2015!!

As you can see by those dates the Ombudsman found against them in September and they have done !!!!!! all to correct the situation.

Do's and Dont's

Do communicate by email, if their email is not working call and complain or insist on corrections verbally. Do ask for the email of the customer service person and DUPLICATE the emails to a real person. Take pictures! What I mean is take pictures of your meter(s) because a smart phone will automatically capture the time and date forensically for use as evidence when they lie about you. DO use your 'Print Screen' to capture if they lock you out of the self-meter reading page on their website. Do bone up on your rights even if you are a microbusiness customer. Do repeat any major steps like the termination in writing via the registered post

Do go to the Ombudsman

Dont's

Don’t delete emails to or from them. Don’t pay out on estimated bills that are too high. Don’t trust them. It makes gathering evidence much easier

EE are a nightmare, they arrogantly break the law - DO NOT TRUST THEM. DO NOT BUY FROM THEM.

lisa110rry

I haven't been with this company since around September 2015, but I see they are still incompetent.

Applicationcen, what do you intend to do now that they have failed to comply with the findings of the Ombudsman?

applicationcen

I want them challenged with the sanctions appropriate to the crime of breaking statute. I want Ofgem to fine them.

lisa110rry

Good call, keep us posted?

Katang

I am also in a similar situation to applicationcen. I have also been to the ombudsman and won my case in July, however EE have failed to comply with the actions put on them by the ombudsman. So I have had no apology, or compensation, and no refund - my EE account has over £3000 sitting in it.
Ofgem really needs to take action.

I am sure this is whole EE is going to escalate!!

Flashgordon

The Ombudsman also found for me at the beginning of July in respect of a complaint made to EE in February seeking the application of the Back Billing Code to a Final Account submitted 11 months and 15 days after the supply was transferred.

EE have paid me a third of the money I calculate they owe but no Goodwill Gesture. They have promised the Ombudsman a copy of their calculations to justify charging me nearly £600 for 13 days energy usage but unsurprisingly this has not been forthcoming.

This company failed to invest in software able to properly maintain customer accounts either in-house or online and, although now employing additional call centre staff to log problems, has totally inadequate numbers of trained personnel with the authority to resolve customer complaints.

I am now with the MSE's Cheap Energy Club, am paying over £40 a month less than when with EE and will soon receive my 4th £30 switch payback going between Sainsburys Energy (actually BG) and British Gas.

The Ombudsman must eventually impose the necessary sanctions to stop this company transgressing regulations and stealing customer's money but it is up to us to give them the evidence and never give up.

MrAnalogy

I formally complained to them by email after the "final" bill they sent on the day of supplier change was no such thing.


I complained swiftly as it was obvious that it was going to end up with the Ombudsman anyway!


Three weeks later, after my (several) formal complaints (which only ever received an auto response) started, they have emailed me to say that they have now registered a formal complaint from me, and that a team will now start to look into it?


I am presuming this is their usual shifty practice - but from a legal point of view on what date does my complaint start (for the 8-week countdown) - when I notified them of it, or when they finally got round to doing something about it please?


Fortunately I have a fair level credit balance with them, so they are holding very little, if any, of my money hostage, but I just want to get shot of dealing with them


Good Luck to all of us in this fight - it seems unbelievable that they can flout the laws of the land with such impunity!

Victor_Delta

Can't believe it! I finally parted company with this appalling organisation in September 2015 (and moved to Ovo, who have been much better) after months of hassle and problems, and they have just sent me their final bill - 13 months after I left them.

I would mind if it wasn't for the fact that it turns out they only owed me £1.34 in the end. Thank goodness I cancelled my DD a month or two before I left them.

Returning to this thread after many months, I can see they haven't improved one iota.