Add your feedback on energy supplier Extra Energy

GeoffN

Really cheap electricity! Here's a good tip if you use them Their back office operation is not too smart, and when you look at your record of payments and charges you will see that (if you use monthly direct debit) you are well in credit Beware - they have only been entering charges every 6 months, and are just now (Jan 2017) going over to 3 monthly charging
When you give them your monthly meter reading, use the phone - AND then ask for a bill; this way, you will get a charge in your account listing and you can see how much over or under your DD is compared against your usage
And finally, you won't be able to see a listing of your readings on their website, so set up your own file at home to keep a record in
My new tariff is saving me over £100 versus the Coop, which is the next cheapest on Money Supermarket. Recommended

molerat

One Show report tonight, big man being interviewed.

CAB say it is unprecedented that a company makes the bottom of the league table 3 quarters in a row !

lisa110rry

Aw, darn I missed it!

MABLE

lisa110rry wrote: »

Aw, darn I missed it!

You can catch it on BBC I Player.

applicationcen

MABLE wrote: »

You can catch it on BBC I Player.

Citizens Advice table of scoundrels - EE at the absolute bottom

https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/media/press-releases/extra-energy-records-worst-ever-score-in-complaints-league-table/

Sandybanks

I have just found out by a text message that Extra Energy have passed the amount they claim is outstanding on my account to CRS debit collection agency. This is the only method used to communicate this fact to me.

After 4 emails to them during November and December I finally received a reply stating I should ignore the amount outstanding because it was incorrect and pay an alternate amount. This alternate amount has been paid and shows on the online account. The email from me requesting further explanation and stating that I had paid was ignored.

Does anyone have an direct emails for anyone in authority at the company that can make decisions and resolve customer complaints?

Mwnci_Bach

Try:-

Email removed by forum team

My Year Fixed Term Contract is up with them at the end of Feb 2017 and I've requested to switch Supplier. I've calculated that I should be approximately £50-60 in credit at the end of the Contract, but I doubt I'll see any of that. I'm planning to cancel my EE Direct Debits so that they can't get any more money out of me. Has anyone got any tips and am I ok to cancel the Direct Debits off my own bat? Thanks in Advance!

footyguy

Sandybanks wrote: »

I have just found out by a text message that Extra Energy have passed the amount they claim is outstanding on my account to CRS debit collection agency. This is the only method used to communicate this fact to me.

After 4 emails to them during November and December I finally received a reply stating I should ignore the amount outstanding because it was incorrect and pay an alternate amount. This alternate amount has been paid and shows on the online account. The email from me requesting further explanation and stating that I had paid was ignored.

Does anyone have an direct emails for anyone in authority at the company that can make decisions and resolve customer complaints?

[EMAIL="customercare@extraenergy.com"]customercare@extraenergy.com[/EMAIL]

This is the email address that should be used to contact those in authority at the company that can make decisions and resolve customer complaints.

As explained in the complaint procedure
http://www.extraenergy.com/home/faq/complaints

youravinalarrrf

molerat wrote: »

One Show report tonight, big man being interviewed.

I'm afraid Ben Jones turned out to be exactly the grovelling, pink and fluffy corporate yes man that I'd imagined him to be and I thought he got let off exceedingly lightly.

He had absolutely nothing new to offer at all and just like his predecessor before him clearly lives in his own little world completely divorced from the reality of just how bad the situation really is.

How Extra Energy are still in business and still managing to con new customers into switching to them is beyond my understanding.

New customers [STRIKE](fools who didn't do their homework)[/STRIKE] are a bit like buses. In the energy industry you can be sure there'll be another one coming along very soon.

footyguy

Mwnci_Bach wrote: »

...I'm planning to cancel my EE Direct Debits so that they can't get any more money out of me. Has anyone got any tips and am I ok to cancel the Direct Debits off my own bat? Thanks in Advance!

Welcome to MSE :hello:
I know you've been here for over 6 years, but it was your first post so first opportunity to welcome you :cool:

In reply to your query, probably not if you agreed to to a tariff that included payment by monthly direct debit.
Refer to the terms
https://rest.energyhelpline.com/Uploads/SupplierDocs/Extraenergy%20Ts%20and%20Cs%20V5%2020161201.pdf

(plenty of reasons in there not to do so )

You'll need to wait until your final bill is produced (as that is the only way the supplier knows what is owed), and if you are due a reimbusement, EE usually then pay that within 10 working days of that final bill.
(Issue may be how long they take to produce that final bill though
and whether or not you agree with it)