Add your feedback on energy supplier Extra Energy

icstm

So if they cannot provide written confirmation of the DD, then they break the direct debit guarantee

You will be sent written confirmation of your Direct Debit Instruction within three working days of the telephone call or online sign up, or alternatively no fewer than 10 working days before the first collection. Simply check the details and contact the organisation you're paying if you have a query.

http://www.directdebit.co.uk/DirectDebitExplained/FAQs/Pages/SettingUpADirectDebit.aspx

MABLE

icstm wrote: »

So if they cannot provide written confirmation of the DD, then they break the direct debit guarantee


http://www.directdebit.co.uk/DirectDebitExplained/FAQs/Pages/SettingUpADirectDebit.aspx

I received my confirmation via email when the account was first set up.

Plot24

Allowed myself to be swayed by the promise of lower bills, what a huge mistake.

1: No on line billing system as advertised

2: Taking Direct Debits even though switchover not complete so I am paying 2 suppliers each month, they say any overpayments will be refunded in 6 months!!

3: Wrong final meter readings given by them to old supplier, resulting in overcharging.

I am returning to old supplier even if I have to pay the £25 exit fees it will be cheaper than paying Both suppliers each month.

MABLE

Plot24 wrote: »

Allowed myself to be swayed by the promise of lower bills, what a huge mistake.

1: No on line billing system as advertised

2: Taking Direct Debits even though switchover not complete so I am paying 2 suppliers each month, they say any overpayments will be refunded in 6 months!!

3: Wrong final meter readings given by them to old supplier, resulting in overcharging.

I am returning to old supplier even if I have to pay the £25 exit fees it will be cheaper than paying Both suppliers each month.

Before you do anything get the meter readings rectified otherwise more problems will ensue.

I switched from NPower to EE and everything went smoothly. My main issue is no online account facilities.

It reminds me of the dark days before these companies were privatised.

Snowbelle

rogcal wrote: »

Yipee it's arrived.

The statement was correct, so nothing to worry about on that score.

Setup internet banking in favour of EE and paid what I owed.

The only fly in the ointment (still) is the lack of a facility to see a summary of bills and payments to enable me to confirm they've received the payment. One day perhaps and in 2015 hopefully!

Did you actually receive a bill from them? Nothing here since switch over except them taking DD every month.

icstm

so why are so many ppl complaining about the monthly amounts as though the energy firm is a crook stealing your money.
The monthly amount is based on their projection for your annual spend.

There is only an issue if, like me, you are electric only so have a seasonal usage, then you overpay over summer and under pay over winter.

The problem only occurs if their billing is screwed and w/o online monitoring, it would be hard to keep tabs on.

BTW, how to they get the switch wrong, I doubt they make up your meter reading?

MABLE

icstm wrote: »

so why are so many ppl complaining about the monthly amounts as though the energy firm is a crook stealing your money.
The monthly amount is based on their projection for your annual spend.

There is only an issue if, like me, you are electric only so have a seasonal usage, then you overpay over summer and under pay over winter.

The problem only occurs if their billing is screwed and w/o online monitoring, it would be hard to keep tabs on.

BTW, how to they get the switch wrong, I doubt they make up your meter reading?

I want what I signed up for and that was an online account with full online facilities and not a lesson on how a monthly dd account works.

DJRobertson

Just tried calling them to switch. I've recently moved into a new build property so do not have an old bill to estimate consumption so wanted to go through this with someone to make sure I get the monthly direct debits somewhere near accurate to average out annual consumption.

The advisor said that the sales team were new and did not know how to sign people up yet. He advised to go online and "guess" what my monthly paymet should be. When I said this doesn't inspire confidence to switch to your company, I simply received the response "yeah, you're right".

I think I'll look elsewhere....

AbbieCadabra

DJRobertson wrote: »

Just tried calling them to switch. I've recently moved into a new build property so do not have an old bill to estimate consumption so wanted to go through this with someone to make sure I get the monthly direct debits somewhere near accurate to average out annual consumption.

The advisor said that the sales team were new and did not know how to sign people up yet. He advised to go online and "guess" what my monthly paymet should be. When I said this doesn't inspire confidence to switch to your company, I simply received the response "yeah, you're right".

I think I'll look elsewhere....

which sounds like the staff are already pipped off with the situation. can you imagine working somewhere where you're asked constant questions by the customers & you just can't answer them, either through lack of training or complete back office incompetency/systems not ready.

i think there's only one way this is going now, downhill, rapidly...

would it be OFGEM to raise concerns to? i've never had to contact anyone higher before.

youravinalarrrf

AbbieCadabra wrote: »

i think there's only one way this is going now, downhill, rapidly...

would it be OFGEM to raise concerns to? i've never had to contact anyone higher before.

Ofgem have this guidance available https://www.ofgem.gov.uk/information-consumers/domestic-consumers/making-enquiry-or-complaint

I believe the first step would be to raise a formal complaint with Extra Energy.

How do I make a complaint?
Please email [EMAIL="customercare@extraenergy.com"]customercare@extraenergy.com[/EMAIL] for a copy of our complaints procedure. To submit a complaint please email us at [EMAIL="feedback@extraenergy.com"]feedback@extraenergy.com[/EMAIL].

They then have 8 weeks to resolve it.

If no satisfactory resolution is forthcoming in that time you can then go via the Energy Ombudsman http://www.ombudsman-services.org/energy.html