Add your feedback on energy supplier Extra Energy

cklass

I think it was their Marketing Manager that was posting on here before. Being a new and small company, hiring social media reps probably isn't a priority, but my advice to them would be to train someone who can deal with questions online on a regular basis as soon as possible because this thread is one of the first things that comes up when you Google them. This site has probably provided them with a large part of their customer base so far and their lack of communication and transparency on here is almost definitely costing them new custom.

youravinalarrrf

MABLE wrote: »

UPDATE
Phoned EE yesterday and they are now saying full online account facilities will be available from mid to late September. However they did not state in what year this would be and I did not ask!

With hindsight perhaps you will now realise that you should have asked which year after all! :rotfl:

The Extra Energy Rep (Tracey) appears to have now adopted the "Am I bovvered?" approach to customer care and is clearly soooo bovvered that she hasn't been on this forum since 22 August (this year). Computer says Nooooooooo. :mad:

Customers still have no access to any online account management facilities to speak of other than the ability to input meter readings.

In the absence of other posts, only one customer (rogcal) has so far reported receiving a bill of any description and if I understand it correctly that's not the type of bill a "normal" customer paying by a standard monthly direct debit would receive anyway and it actually took a senior manager's intervention to get that specially produced for him albeit after a considerable delay.

From my point of view this issue has now become a simple matter of trust and honesty. Any trust I might have had for Extra Energy has long since vanished since they continue to be deliberately evasive on the matter of the availability of online account management facilities. In my opinion the availability of those online facilities is now being advertised dishonestly and is definitely misleading to potential new customers.

Surely Extra Energy's senior management must be able to see the damage this thread is doing to their business all for the sake of them issuing a simple statement confirming exactly when the online account management facilities will actually be available. If they really do not know when then they should post an update and state the reasons for the continuing delays and publish the revised expected timescale.

It's now SIX MONTHS since they took on their first customer and the end of September is fast approaching and this is the date posted by a number of users as advised by Extra Energy themselves for the online account management facilities to be made available. To not have these basic online facilities available for that whole period of time is inexcusable and to continue to advertise them as being available "in the next few weeks" is now being dishonest. You begin to question whether they are just technically incompetent or if in fact there was ever any real intention to make them available at all?

If there's nothing forthcoming by the end of September my patience with them as a supplier will have finally have run out.

As it stands I would have to advise any prospective customers to steer well clear of Extra Energy for the moment........price most definitely isn't everything!

Noapostrophes

Many thanks for your responses. Think I'll hold fire for the moment but I'll be keeping an eye on the forum for signs of improvement. This is not an impressive start for a company in its commercial infancy.

As an aside, does anyone want cheap haggis? I've got a stack of them - another commercial error

MABLE

youravinalarrrf wrote: »

With hindsight perhaps you will now realise that you should have asked which year after all! :rotfl:

The Extra Energy Rep (Tracey) appears to have now adopted the "Am I bovvered?" approach to customer care and is clearly soooo bovvered that she hasn't been on this forum since 22 August (this year). Computer says Nooooooooo. :mad:

Customers still have no access to any online account management facilities to speak of other than the ability to input meter readings.

In the absence of other posts, only one customer (rogcal) has so far reported receiving a bill of any description and if I understand it correctly that's not the type of bill a "normal" customer paying by a standard monthly direct debit would receive anyway and it actually took a senior manager's intervention to get that specially produced for him albeit after a considerable delay.

From my point of view this issue has now become a simple matter of trust and honesty. Any trust I might have had for Extra Energy has long since vanished since they continue to be deliberately evasive on the matter of the availability of online account management facilities. In my opinion the availability of those online facilities is now being advertised dishonestly and is definitely misleading to potential new customers.

Surely Extra Energy's senior management must be able to see the damage this thread is doing to their business all for the sake of them issuing a simple statement confirming exactly when the online account management facilities will actually be available. If they really do not know when then they should post an update and state the reasons for the continuing delays and publish the revised expected timescale.

It's now SIX MONTHS since they took on their first customer and the end of September is fast approaching and this is the date posted by a number of users as advised by Extra Energy themselves for the online account management facilities to be made available. To not have these basic online facilities available for that whole period of time is inexcusable and to continue to advertise them as being available "in the next few weeks" is now being dishonest. You begin to question whether they are just technically incompetent or if in fact there was ever any real intention to make them available at all?

If there's nothing forthcoming by the end of September my patience with them as a supplier will have finally have run out.

As it stands I would have to advise any prospective customers to steer well clear of Extra Energy for the moment........price most definitely isn't everything!

I phoned them yesterday and they are now saying online facilities will be available by November and it will be this year (hopefully!).

As I joined in June 2014 they are saying I will need to wait a full 6 months before I receive any statement.

However I give them a reading every month and then calculate the cost myself. I then periodically phone them to get them to confirm all my readings and payments received.

I was informed when I joined this would be an all singing and all dancing online account. To me its like going back in time.

molerat

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.

That one didn't last long ! Long Term Fix Sept 2016 out now.

cklass

The irony of this online account debacle is that they're constantly telling the press that they're able to offer customers cheap prices because of their advanced technology and billing system!

I've been reluctant to switch to EE, and now this new tariff has turned out to be more expensive than the one before, so I'm definitely not switching now. Strangely, about two weeks, a great tariff appeared on Cheap Energy Club that had a 15.299p standing charge. I thought it was too good to be true and the price increased a couple of days later, so I guess someone made a mistake.

pennywise63

Sugarboat wrote: »

I am in the process of trying to select a non big 6 firm to switch to, I live in Scotland this year because of a milder winter I expect my gas to be £1100PA and Elec £700PA that for gas because of costs we use a max on 9hours per day in winter we are with Eon fixed V4 for 1 year. When I compare I find that we are penalised because of the amount we use linked to the norm (I guess that is Bournmouth area useage) AND the distant of supply but I say I am nearer to Grangemouth/North Sea gas supply than most and gas imported to southern ports from middle east our 450 miles difference is irrelevant and as far as Electricity I am closer to Hydro Power and Longgannet power station so how can distance be a factor, I also wish to pay by monthly DD and to be paperless and manage and see my account on the internet -the distant and useage levels seem to cost me £120PA and truly cannot understand why I would have thought the more gas or electricity company's buy the cheaper it is and I do not believe distance is truly a relevant factor just an excuse to keep prices high.

You will not go far wrong with OVO. been with them for 2 years now and no problems, However looking through the listings Extra Energy is way cheaper . but there are problems apparently , if they can get their act together before the end of next month when my OVO contract runs out . I will give them a try .the saving is supposed to be £2.00 per week which I need to work out and double check for myself , so not going through a load of hassle swapping if it involves lot of problems .
pennywise63.

Snowbelle

The guy came to read my meter again and I mentioned EE. He said he hears most complaints about NP and good reports for OVO and the Co-Op. He was under the impression that should I choose to switch before my contract ends then I would not have to pay the exit fee since they have not fulfilled their part of the contract ie no online account.

cklass

It would depending on the wording within the contract. Does it specifically promise an online account? And even if it does, does it specifically promise billing functionality? They could argue that they never made any specific promises regarding online accounts and simply being able to submit meter readings online fulfils the contract.

The next month should be very telling because the first customers to sign up need to be provided with bills (as their rep promised) and if they're not then EE has some explaining to do.

jamesperrett

So far, joining Extra Energy has been easy and apparently I've just switched today. But then Ovo were just as easy to join but a nightmare to leave as they're one of the few companies that ask for payment in advance.