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extraenergy

Thanks tunnel! All sorted - you're a star!

Snowbelle

Question for the EE rep
Will you be crediting your customers with the £12 green levy rebate and if so how will we know since we are yet to receive any bills from you?

Ianwzzz

I phoned extra energy this week to see when their website will show an up to date bill as the changes were supposed to happen in August/September I was told that the changes are now not happening and never will so we will get a bill once a year in the post.

MABLE

Ianwzzz wrote: »

I phoned extra energy this week to see when their website will show an up to date bill as the changes were supposed to happen in August/September I was told that the changes are now not happening and never will so we will get a bill once a year in the post.

Quote.

Enhanced services on My extraenergy are being tested this week. I believe we have another couple of weeks testing to go through before a phased release. I totally understand why you're bothered and we're working hard to get the facilities live as quickly as possible. I'll keep you posted as soon as I know more.

Attiya.

extraenergy

Ianwzzz wrote: »

I phoned extra energy this week to see when their website will show an up to date bill as the changes were supposed to happen in August/September I was told that the changes are now not happening and never will so we will get a bill once a year in the post.

Hi Ianwzzz,

I'm sorry you've definitely been misinformed. If you have the name of the advisor you spoke to, could you email it to me: blogresponse@extraenergy.com. I've forwarded your message to our Customer Services Manager and she'll look into this as a training issue.

We’re billing every six months and when your bill / statement is due we’ll send you an email to let you know it’s ready to download on My extraenergy.

We’re producing customers’ bills/statements in scheduled runs dependent upon their payment methods. Although our systems have been thoroughly tested, in these early days we’re checking every bill before they're released. We’re sorry if this causes a small delay, but accuracy is really important to us.

Thanks,
Attiya

extraenergy

Snowbelle wrote: »

Question for the EE rep
Will you be crediting your customers with the £12 green levy rebate and if so how will we know since we are yet to receive any bills from you?

Hi Snowbelle,
Yes we're in the process of crediting all customers with the £12 Government Electricity Rebate. This will be shown clearly on the bill that relates to 12th October - as per DECC guidelines. (N.B This may not be your first bill, for example if this is for the period April - Sept. In this case it will be on your following bill for Oct - Mar). It'll be clearly labelled as 'Government Electricity Rebate' as a credit on your bill.

Thanks,

Attiya

youravinalarrrf

extraenergy wrote: »

We’re billing every six months and when your bill / statement is due we’ll send you an email to let you know it’s ready to download on My extraenergy.

We’re producing customers’ bills/statements in scheduled runs dependent upon their payment methods. Although our systems have been thoroughly tested, in these early days we’re checking every bill before they're released. We’re sorry if this causes a small delay, but accuracy is really important to us.

Thanks,
Attiya

I'm glad it appears that we finally have an Extra Energy Rep on board who at least appears to be showing some interest in doing the job properly at last.

Are you arranging for meter readings to be done or requesting customer meter readings via email before these 6 monthly bills are produced to ensure they are accurate or are you just using estimated meter readings for them?

Just one suggestion for you - it might be a very good idea if you can you arrange to use a more business like email address than the rather ludicrous [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] for your customer communications?

Snowbelle

extraenergy wrote: »

Hi Snowbelle,
Yes we're in the process of crediting all customers with the £12 Government Electricity Rebate. This will be shown clearly on the bill that relates to 12th October - as per DECC guidelines. (N.B This may not be your first bill, for example if this is for the period April - Sept. In this case it will be on your following bill for Oct - Mar). It'll be clearly labelled as 'Government Electricity Rebate' as a credit on your bill.

Thanks,

Attiya

Thanks for your reply. I switched to you at the end of April so I am assuming I will receive a bill at the end of Oct so will this bill include the £12 refund?

rogcal

Good morning Attiya

Now that you have established that you are not an alien and part of an advance party of aliens from another world intent on taking over this planet's energy industry, I have a serious question that needs a serious answer and not a load of corporate waffle.

I note from your response to "Ianwzzz" that:

"Although our systems have been thoroughly tested, in these early days we’re checking every bill before they're released"

A highly commendable process but I must question the need to carry out a process that should have been carried out as part of the pre-launch snagging that I would have expected of a company that is a subsidiary of a major European energy utility.

Secondly and I've asked this question before, why have Extra Energy not taken on board the fact that the majority of their competitors have functional online systems that allow bills to be instantly produced when a meter reading is submitted on line.

As someone who is on the payment on bill tariff, I find it frustrating that I have to wait upwards of 4 weeks before a bill is submitted for payment whereas with my previous suppliers EDF, BG and OVO I my bill would be generated in seconds. It's not rocket science and the software to allow this is available or can be written relatively quickly and should have been available at the outset.

As for billing runs, they are so yesterday!

extraenergy

Snowbelle wrote: »

Thanks for your reply. I switched to you at the end of April so I am assuming I will receive a bill at the end of Oct so will this bill include the £12 refund?

Hi Snowbelle,

I don't want to guess and give you the wrong info, so if you email me your name and account number I can check this out: blogresponse@extraenergy.com

Attiya