Add your feedback on energy supplier Extra Energy

footyguy

The ombudsman service will indeed assist you.
Hopefully they will expalin the following to you if you are not already aware.

footyguy wrote: »

The ombudsman service will not consider any complaint until at least 8 weeks have passed since you originally complained to the supplier (or you have a deadlock letter from the supplier)

Please do not bombard the ombudsman service with emails - they are busy enough as it is.

Once you have legitimately asked the ombudsman service to assist you in your complaint, all negotiations should go through the ombudsman service - you will probably find the supplier will no longer be prepared to discuss the complaint directly with you.

Better still, you can do your own research on how the energy ombudsman service can, and cannot, assist you. No better place to start than their own website...
https://www.ombudsman-services.org/energy.html

Flashgordon

Under the Gas and Electricity Supply licences that Extra Energy is supposed to comply with • SLC 27.17 which requires licensees supplying energy to domestic consumers to take all reasonable steps to send a final bill or statement of account within 6 weeks of termination or transfer of supply.

As EE took 11 months and 13 days to produce a final account in my case then the Ombudsman Service cancelled the amount owing on the account, including early termination of contract charges.

This is one of the number of non-compliance issues against EE that the Regulator is currently investigating and they will be interested in obtaining further evidence from consumers.

ukpdb111

ukpdb111 wrote: »

In December 2014 I contacted Extra Energy about supplying me with gas and electric, however following a failure to transfer my supply from my existing supplier Scottish Power they said this wouldn't proceed.

Extra Energy called me last week (20 months later) asking for £151 for supplying me with gas from 26/12/14 to 5/08/15, I requested a statement and documentary evidence of the outstanding debt and the lady said she would get back to me if more information was required.

This week I receive a letter from a debt collection agency Credit Style requesting I pay £151 as their client Extra Energy has referred my debt to them.

Today I called Credit Style who informed me a note was put on my file yesterday, my account has been put on hold following a complaint from the Ombudsman.

I cannot understand how a company can refer me to a debt collection agency and not provide me with any documentary proof of the debt they claim I owe.

I have no idea what steps I should take to sort this out.

Since the post above I've had loads of conversations with Credit Style and their in house solicitors, each time I've requested they send me a written statement showing meter readings for the period Extra Energy claim they supplied me with gas.

Credit Style called today and told me the debt has been quashed following a check of some national register which confirmed Extra Energy never supplied me with gas for the period they claimed.

Pleased it is all over. :j

applicationcen

What would you suggest the best way to provide evidence to the regulator? I presume that's Ofgem?

applicationcen

ukpdb111 wrote: »

Since the post above I've had loads of conversations with Credit Style and their in house solicitors, each time I've requested they send me a written statement showing meter readings for the period Extra Energy claim they supplied me with gas.

Credit Style called today and told me the debt has been quashed following a check of some national register which confirmed Extra Energy never supplied me with gas for the period they claimed.

Pleased it is all over. :j

Deeply disturbing - it is another example of huge problems that EE have with their internal administration.


Ombudsman Service told me in writing and verbally over several weeks, that EE had cancelled the debt collection agent, Credit Style in Sheffield, but Low and behold yesterday I got a call from Credit Style wanting payment. I quoted the Ombudsman Case number at them and they promised in writing that they were ceasing any action and returning the file to EE.

So if you have a debt collection agent chasing you AND you have an Ombdsman's case number involving EE - then Call the debt collection agent and tell them the case number.

THis is the email I got after I gave Credit Style the case number

'Good Morning,

As discussed a moment ago.

Due to the Ombudsman complaint, we (Credit Style Limited) have now closed your file & returned it to our client (Extra Energy Supply LTD).

Our contact with yourselves will now cease.

Kind Regards,

**** ******
Collections.

Credit Style Limited
5 Rutland Court
161 Rutland Road
Sheffield
S3 9PP'

Flashgordon

applicationcen wrote: »

What would you suggest the best way to provide evidence to the regulator? I presume that's Ofgem?

Yes. Ofgem are supposed to report to the Regulator failure to comply with energy company licence conditions and where the energy company fail to comply with an agreed complaint resolution after 56 days.

System

Flashgordon wrote: »

Yes. Ofgem are supposed to report to the Regulator failure to comply with energy company licence conditions and where the energy company fail to comply with an agreed complaint resolution after 56 days.

Ofgem is the Regulator: I think that you mean that The Ombudsman provides feedback to Ofgem.

Applicationcen - Ofgem will not investigate individual complaints; however, if you feel that EE has breached its Supply Licence Conditions (google Gas or Electric Supply Licence) then you can report them to Ofgem; however, you will need to cite which Standard Licence Condition (SCL) has been breached. Contact Ofgem at:

consumeraffairs@ofgem.gov.uk

applicationcen

Hengus wrote: »

Ofgem is the Regulator: I think that you mean that The Ombudsman provides feedback to Ofgem.

Applicationcen - Ofgem will not investigate individual complaints; however, if you feel that EE has breached its Supply Licence Conditions (google Gas or Electric Supply Licence) then you can report them to Ofgem; however, you will need to cite which Standard Licence Condition (SCL) has been breached. Contact Ofgem at:

consumeraffairs@ofgem.gov.uk

OK Ill start reading up in that area, thanks.
The two areas where they have breached are:-
1, failure to comply with the Ombudsman in the 41 working day / 56 consecutive days
2, withholding transfer of supply to British Gas for reasons of debt. IN itself that this is a statutory non compliance and further more it was baseless as no debt existed.

The Ombudsman made no attempt to pursue point 2 and simply left that out. SO I want to provide the evidence to Ofgem.

applicationcen

I received a call from a person from Ofgem today very promptly after sending an enquiry to them. I sent an email to 'consumeraffairs@ofgem.com'

It is clear that they are very keen to receive 'evidence' of Extra Energy failing its licence commitments. As long as you understand that that they cannot directly sort out your problem you should be fine.
They will assess your evidence against Extra Energy in order to help with their investigation. It is unlikely you will get direct feedback.
And that's good enough for me.

ukpdb111

applicationcen wrote: »

Deeply disturbing - it is another example of huge problems that EE have with their internal administration.


Ombudsman Service told me in writing and verbally over several weeks, that EE had cancelled the debt collection agent, Credit Style in Sheffield, but Low and behold yesterday I got a call from Credit Style wanting payment. I quoted the Ombudsman Case number at them and they promised in writing that they were ceasing any action and returning the file to EE.

So if you have a debt collection agent chasing you AND you have an Ombdsman's case number involving EE - then Call the debt collection agent and tell them the case number.

THis is the email I got after I gave Credit Style the case number

'Good Morning,

As discussed a moment ago.

Due to the Ombudsman complaint, we (Credit Style Limited) have now closed your file & returned it to our client (Extra Energy Supply LTD).

Our contact with yourselves will now cease.

Kind Regards,

**** ******
Collections.

Credit Style Limited
5 Rutland Court
161 Rutland Road
Sheffield
S3 9PP'

Same above happened to me, I quoted the Ombudsman and Credit Style said they had referred my debt back to Extra Energy.

Shortly after I received a letter from hlw Keeble Hawson solicitors in which they said one of the options was to send an agent round to my property to address my debt. I rang the number in the letter and and Credit Style answered.