Add your feedback on energy supplier Extra Energy

MABLE

momist wrote: »

I don't know how long Flow had been supplying domestic energy when I joined them, but the online facility was very incomplete and not very functional at first. Emails were quick and reliable though. After a few months, the web site got better, and became the main focus of communication. I'd just give them time to fine tune the system.
One feature of Flow is that they send me a reminder email on a monthly basis with a link to the online meter reading portal. There have been rewards offered in a draw for those who supply the meter readings regularly (not that I need that incentive). Do EE ask for regular monthly readings, and is it easy, anyone?

I supply my meter readings the same time every month. I keep a record of the readings and work out my monthly bill. Last month I rang and got them to go through all my meter readings to avoid any issues in the future.

As far as entering meter readings online it is a very straight forward process to follow. Not sure if the chase customers if they do not supply regular readings.

It would be good to be able to view bills online and update dd details. One of the main reasons for going with this company was because I was told everything would need to be performed online.

A lot of people moan about N Power but during the time I was with them never had any real issues. The only thing I encountered was one of their members of staff was very rude. On that occasion NP gave me £35.00 good will payment.

MABLE

MABLE wrote: »

Very helpful - thanks. However when are online facilities going to be up and running. We are given so many different stories to the point some contributors to this site are now taking bets.

Dear EE,

Is communication so painful. Is it really too much to ask just for an update on the online issue.

rogcal

I've been out of the loop for a while and on reading the last month's postings I'm pleased to see nothing has changed.:rotfl:

I'm due to submit my next quarterly meter reading in a months time and I shall be pleased if all the interactive elements of EE's site are up and running at that time.

Even if it's not I really do hope I don't have to wait 6 weeks for my bill to arrive as happened last time but having said that keeping their money in my pocket for that amount of time is nice.:D

MABLE

Although EE continue to ignore my request for an update on their online facilities I have every confidence it will be some time.

rogcal

MABLE wrote: »

Although EE continue to ignore my request for an update on their online facilities I have every confidence it will be some time.

On that basis I shall update the following quote:

"Our new Constitution is now established, and has an appearance that promises permanency; but in this world nothing can be said to be certain, except death and taxes and ExtraEnergy providing a fully interactive site".

Benjamin Franklin 1789 (amended by rogcal 2014)

:rotfl:

molerat

I see they have yet another new Oct15 tariff now coming in 6% cheaper than the first Sep15 fix for electric only, the saving for me is more than the £25 cancellation fee.

Scrounger

molerat wrote: »

I see they have yet another new Oct15 tariff now coming in 6% cheaper than the first Sep15 fix for electric only...

Standing charge up from 25.71p/day to 32.68p/day (£93.86 to £119.27 per year)* :eek:

A 27.1% increase in the electricity standing charge - I thought this new German outfit were trying to attract new customers not drive them away!

[* - Fresh Fixed Price Oct 2015 v1 - E7, Eastern region]

Scrounger

molerat

The new tariff is Clear Fixed Price Oct 2015 V1

For me in Scottish Hydro region on single rate the SC is up from 23.59p to 23.82p (+1%) but the unit rate has reduced from 12.054p to 11.204p (-7.6%) against Fixed Price Sept 2015 V2. This shows as an annual reduction of £27.

Scrounger

molerat wrote: »

The new tariff is Clear Fixed Price Oct 2015 V1

For me in Scottish Hydro region on single rate the SC is up from 23.59p to 23.82p (+1%) but the unit rate has reduced from 12.054p to 11.204p (-7.6%) against Fixed Price Sept 2015 V2. This shows as an annual reduction of £27.

Thanks for the update (I have taken the liberty of correcting your % SC increase).

'Fresh Fixed', 'Clear Fixed' etc - I wonder how many different tariff variations there are (not to mention all the regional price differences). Is it even possible to view the various extra energy tariff tables (and not have to reley on comparison sites)?

Why does it have to be so damned complicated to compare energy prices, even from the same supplier? :mad:

Scrounger

Yorkshire_Blue

I've just joined this site specifically to vent about my continuing difficulties with Extra Energy. I had used the same gas and electricity suppliers for years, not got round to doing anything about switching - should have looked into it ages ago. Did some research and EE came out as cheapest. I should say here, because it's directly relevant to events, that we have a largish detached house, both work from home and both like to have a warm house so that our gas bills are (it turns out) considerably higher than the average. The estimated savings from EE were considerable. I submitted an application via energyhelpline.com on 27/3/14 and got a reply from them 28/3 saying that the figures I had provided were much higher than average and would I confirm they were correct. I double checked them with British Gas and confirmed them. I then got an email dated 31/3 confirming that the switch would now be processed. On 1/4 got welcome letter from EE with an agreement to supply dual fuel and confirming the prices. On 28/4 got confirmation from EE that the electricity had been switched and the start date was from that date, would I provide meter readings, which I did. On 5/5 I got confirmation of the direct debit for dual fuel, confirming amount and that the first payment date would be 15/5. ( I also randomly got a few extra copies of all the emails here and there, not important but not efficient either.) I was checking bank accounts on 28/5 and noticed no ddr had been taken. I called EE and was nonchalantly told that they were a new company and couldn't accept customers with gas consumption as high as mine!! Really angry - asked why they had issued all the acceptance letters, contracts etc. to the contrary and why no-one had bothered to contact me. They couldn't explain this or why no payment at all had been taken even though they were supplying me with electricity. Told me they needed to get it all looked at and I would get a call back within 3 working days. On 30/5 spoke again and they said the account had been passed for review which would take 22 days. In the meantime I was asked to make a telephone payment for the electricity part of the ddr, which I did. On 16/6 the first ddr for the dual fuel whole amount was taken. On 23/6 I received the welcome letter advising me that the gas had been switched, starting that day and asking for meter reading, duly provided. I though now that all was sorted, in hindsight I realise I should have heard something from British Gas but, never having done this before, I didn't know the procedure and it never occurred to me. On 17/7 I noticed that only the elec. part of the ddr had been taken so I called them. Initially they apologised and asked me to remit the difference via BACS which I agreed to. Thankfully I hadn't done so by the time they called me back and said that the gas had not in fact been taken over. Angry was now a massive understatement. I got all the blurb again about being a high user, new company etc. etc. etc., hadn't managed to sort it yet but it would be done. They put me through to the Complaints department to someone who seemed reasonable and knowledgeable, he explained that they had regulatory restrictions on what they could take over (no idea if this is true) they had been inundated with new customers, very apologetic etc. I asked why I had been sent all the agreements etc. if they couldn't accept me and he said that my case had "highlighted a loophole which they had now closed so it couldn't happen to anyone else". He said he could now confirm that they could definitely now take over the account and it would now be done by the end of August. I said I hope so or I will be talking to you again, to which he confidently replied that I wouldn't be. I was also asked to use the ddr guarantee to recall the first ddr payment for the dual fuel which was taken on 16/6, which my bank successfully did for me and I got a refund. Anyway I'm sure you can guess what comes next. On 3/9 I called BG and confirmed that they were still supplying me and had received no switch request. I then called EE only to be told "we've been supplying you with gas since 23 June"!!! I told him in no uncertain terms that they certainly weren't and that I was amazed that there was no record on their system of all of the time I had spent on the phone to various people on 17/7 and of the current situation on the account. Asked to be put through to the Complaints person I had spoken to, told he was unavailable and the situation would have to be looked into and I would be called back. Didn't hear anything so called back the next day to be told the account was under review. Insisted on being put through to Complaints, was put on hold a number of times while he (supposedly) was trying different numbers. All engaged. He put me on to what I suppose was his supervisor, who gave me the same old spiel about new company, high usage etc. etc. but that my gas supply would definitely be taken over "in the next few weeks". Completely had enough by now so said I wanted to make an official complaint, which I did (number 4134553 if anyone from EE is even remotely interested).I was assured several times that I would receive a phone call within 24 hours. Well that time was up earlier today so I sent an email to the Complaints department an hour ago asking for an immediate response by phone. Needless to say......nada so far! Anyway they've got 8 weeks and then I'm going to the Ombudsman, meanwhile I'm cancelling the direct debit, I have no idea where I'm up to on my bill because as so many people have said the website doesn't have the promised functionality, but I'm not giving them another penny until this is sorted. I shall almost certainly shall be going elsewhere and I certainly won't be paying any exit fee. In fact I want recompense for the more expensive supply I am still paying for from BG from when EE were supposed to take it over. Makes me so mad that it's been me that's done, and continues to do, all the monitoring, chasing etc. - they don't seem to have a clue what's going on. This has really put me off the switching process, I dread going through it again, but I do know that as a non- average consumer I shall check very carefully with any future provider. It simply never occurred to me that consumption levels could be an issue - they certainly don't point it out anywhere. Many apologies for the length of this rant!