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MABLE

UPDATE.,

After emailing my details to Attiya she was as good as her word and I received a call yesterday from her colleague and promised to ring back today.

I duly received the call this am and admitted the problem was their end for the dd not taken in September. Also because I missed out on the £5.00 reward from Halifax, EE will credit this to my account.

I have not always been very complimentary about EE in the past but they are trying hard to make up for lost time.

Well done!

extraenergy

rogcal wrote: »

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!

Good morning Rogcal,

Yep - definitely not an alien.

To answer your question about billing - Our systems have been thoroughly tested, but we're still checking bills because accuracy is important and we know that it's upsetting if customers get inaccurate bills.

Secondly – you ask about an online system that allow bills to be instantly produced when a meter reading is submitted on line. Unfortunately this functionality will not be available for some time - I think our guys have explained this before over the phone to you. We’re open that our products / tariffs are based on customers joining us on a monthly Direct Debit payment option. We’re focusing on systems to support these Direct Debit products which 99.9999% of our domestic customers have.

When we launch a payment on bill domestic tariff, we’ll then look at functionality to support this.

Thanks,

Attiya

rogcal

extraenergy wrote: »

When we launch a payment on bill domestic tariff, we’ll then look at functionality to support this.

Attiya

Ah, so on that basis I must assume that the "payment on bill domestic tariff" I have been on since April is a figment of my imagination or perhaps I'm sailing on a ship that's yet to be launched and if that is the case, from where I'm sitting on the poop deck we're heading toward the Bermuda Triangle.

Abandon ship (in Sept 2015) or perhaps not now that Captain Gottlieb is at the helm which may account for the sudden improvements we are witnessing!:rotfl:

extraenergy

rogcal wrote: »

Ah, so on that basis I must assume that the "payment on bill domestic tariff" I have been on since April is a figment of my imagination or perhaps I'm sailing on a ship that's yet to be launched and if that is the case, from where I'm sitting on the poop deck we're heading toward the Bermuda Triangle.

Abandon ship (in Sept 2015) or perhaps not now that Captain Gottlieb is at the helm which may account for the sudden improvements we are witnessing!:rotfl:

Hi Rogcal,

You've made me smile! Your tariff's not a figment of your imagination, but the majority of our customers are on a DD tariff and that’s why we’re focused on DD processes and systems currently. BUT - we’re doing everything we can to service your requirements too.

Hopefully you won’t need to abandon ship and instead of a storm we’ll have a perfect sunset.

Thanks,
Attiya.

jamesperrett

busiscoming2 wrote: »

I haven't heard a thing from M&S though and I have a lot of credit there. Don't know how long it takes them to process it all.

I've also switched from M&S to EE but started the process in late August. The switch went through on the 26th of September but I've only just received my final bills from M&S. They also took a direct debit after the switch had taken place but they promise a refund by the end of the month. Fortunately EE don't take their first payment until November.

icstm

youravinalarrrf wrote: »

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?

Actually I like the fact that this helps them track where their customers are getting their details from.
I am surprised they did not use [EMAIL="mse@ee.com"]mse@ee.com[/EMAIL], I guess blogresponse captures many sites like this (eg mumsnet, etc).

Mattyc1977

Hi Attiya,

Quick question please, I have requested a switch to you tonight after been with npower for over 7 years. I'm just worried about something if you can answer it for me please. I am £300 in credit with npower and pay £100 a month, obviously, I use more energy in winter than summer so when I get my first bill in May 2015 (I would imagine) this will be for a winter usage and I could possibly be in arrears until it clears itself through the summer when I use no gas. Will my direct debit be increased when the bill is produced or will you take into account the summer period will clear the arrears(if any). Hope this question makes sense, it's just it's taken 7 years to get my npower bill correct!

hra_2

Quick question: could someone (Attiya?) please post the actual wording of the 6-monthly billing clause referred to here by the previous rep:

As per our terms and conditions, at extraenergy we provide a six-monthly billing service.

http://forums.moneysavingexpert.com/showpost.php?p=66327303&postcount=289

Many thanks in advance. Hopefully this will be helpful to prospective customers as well.

Catslovelycats

Well I have been 'reminded' 3 times for my meter readings, never having received a request that didn't sound like they were having to keep asking for the info. On the 3rd email they replied to say they had received them. Haven't heard anything about actually being up and running, so I've no idea who is supplying me at the moment. I seem to have energy charges accruing now with EE and my previous/exisiting provider!

icstm

Mattyc1977 wrote: »

Hi Attiya,

Quick question please, I have requested a switch to you tonight after been with npower for over 7 years. I'm just worried about something if you can answer it for me please. I am £300 in credit with npower and pay £100 a month, obviously, I use more energy in winter than summer so when I get my first bill in May 2015 (I would imagine) this will be for a winter usage and I could possibly be in arrears until it clears itself through the summer when I use no gas. Will my direct debit be increased when the bill is produced or will you take into account the summer period will clear the arrears(if any). Hope this question makes sense, it's just it's taken 7 years to get my npower bill correct!

I've the done move, from the same company, in the same situation of being elec only.

with npower they never understood seasonal use of elec, only gas. So they would credit me my balance in the Oct bill, then up the DD for the winter period. I would try and get them to understand, but maybe only 1 year worked out.

npower never forced me to clear my arrears in one go, but nor did I have a flat 12 month DD, it would be higher for 6 months and lower for 6, which was ok for me, but no ideal.