Add your feedback on energy supplier Extra Energy

CashStrapped

Paragraphs would help! I hope you took a deep breath!

eharkin1

https://www.extraenergy.com/myextraenergy


looks like they are up and running with the online facilities. Would be handy to find out from the current customers how well it works. Im considering switching but would like to know I can check my account thoroughly.

Mr_K

I initiated a switch to them a couple of day ago. Already had the account number through and have managed to register for the online management. Not everything is functional on there yet but all looks good so far.

jazzy

eharkin1 wrote: »

https://www.extraenergy.com/myextraenergy


looks like they are up and running with the online facilities. Would be handy to find out from the current customers how well it works. Im considering switching but would like to know I can check my account thoroughly.

No difference, still get the message that the service will be up and running soon..

molerat

eharkin1 wrote: »

https://www.extraenergy.com/myextraenergy


looks like they are up and running with the online facilities. Would be handy to find out from the current customers how well it works. Im considering switching but would like to know I can check my account thoroughly.

They have an on line presence, basic account info and meter reading input, that is the current extent of the service.

MABLE

I'm very disappointed because it was sold to me as an online account and thought I could do everything that way. To me its like going back in time.

However when you phone them the advisors are very helpful. I just feel sorry for them having to work for a backward thinking company.

BTW dont bother asking when full online facilities will be available because they make up as they go along.

MABLE

Yorkshire_Blue wrote: »

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!

Your post is very interesting but have given up reading it. Helpful to use paragraphs.

eharkin1

MABLE wrote: »

I'm very disappointed because it was sold to me as an online account and thought I could do everything that way. To me its like going back in time.

However when you phone them the advisors are very helpful. I just feel sorry for them having to work for a backward thinking company.

BTW dont bother asking when full online facilities will be available because they make up as they go along.

Think my mind has been made up for me, my next cheapest quote was with sainsburys for £30 more. Im thinking with my cashback it would be better for my peace of mind.

Mr_K

What's the big deal about online account management? There's very little to manage with an energy account. Price is paramount . For anything major like querying bills etc you'd have to ring anyway. As far as I can see you can submit meter readings online and statements are supposed to be coming. However if they are in hardcopy no big deal. Being cheapest is the main thing, its the same electricity coming down the wires whoever supplies you.

Avidsaver_2

I started the process on the 10th Jan and my Electric moved in May and the Gas took until end of August. Unreal - they blamed technical problems then the fact my gas was from a independent transporter, never being an issue before. They promised to correct all the loss of discounts I suffered but decidedly quiet now. Think twice before moving to them.

Also now getting grief from Scottish Power who think that it is good business to send nasty emails telling you to pay your final bill, without bothering to actually send a final bill, and then hassle you on the phone. Am I supposed to just take their word for it. Guess I will not be going back to them any time soon.