Add your feedback on energy supplier Extra Energy

icstm

catslovelycats wrote: »

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!

This is worrying me, EE say I started with them on the 15th, however I have not heard from npower to confirm that they are not billing me from this date.
However as billing from both companies are based of a single meter which uses a unique identifier, I am sure I can get resolution (with hopefully not too much work).

extraenergy

youravinalarrrf wrote: »

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

Hi,
To answer your question around meter reads and bills:
Around your supply start date, we email you to request a read. This helps set up your account as accurately as possible. For normal 6 monthly statements, we try to match-up the dates of the bill to the time the meter read agents are due to visit customer properties. I’d certainly recommend that you add regular meter reads to your account on the online portal and these will also be used to make sure your statement accurately reflects your usage. If our agents are unsuccessful in their attempts to get a read from your meter and we have no reads from you, we'll estimate a statement.

If you’d like me to look at your specific circumstances please email me your full name and account number to blogresponse@extraenergy.com .

I'm also sorry you think this email address is ludicrous. It's set up specifically for MSE. Maybe in the future we'll look at updating this - thanks for the suggestion.

Thanks,

Attiya.

extraenergy

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!

Hi Mattyc1977,

When we re-assess a customer's direct debit payment, we take into account seasonal changes that have happened or that are projected to happen, this includes expected lower usage, especially for gas, during the summer months. Hope this helps!

Many thanks,

Attiya.

extraenergy

catslovelycats wrote: »

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!

Good morning,
It sounds like you're 3-4 weeks into your switch, which usually takes about 5 weeks. Very soon you'll receive an email from us stating your supply start date - this is the date that you'll start to be charged by extraenergy. If you'd like to email me your full name and account number, I'll look into this for you and get you more accurate info. The email address is blogresponse@extraenergy.com,

Thanks,

Attiya

extraenergy

hra wrote: »

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

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

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

Hi hra,

The clause in the T&Cs is under 3.1 "You will receive statements from us detailing your energy usage at least once per year unless:
i) we tell you otherwise;
ii) your energy is supplied through a prepayment meter, in which
case we will send you a statement at least annually with details
of your energy usage."

We're currently sending statements to our customers every six months.

Hope this helps.

Attiya.

rogcal

In respect of the allegedly ludicrous email address may I suggest that the following may be more appropriate:

noweaintavinalarf@extraenergy.com or

gotyadoshhaha@extraenergy.com

youravinalarrrf

Attiya,

Thanks for the reply.

As I enter meter readings monthly it's now no longer a concern. I was just trying to ascertain whether and how you arranged to obtain meter readings prior to producing your 6 monthly statements to ensure their accuracy as six months is quite a long time to go before receiving a statement especially if after that period of time we found that estimated readings had been used. Perhaps it might be good idea if the FAQ on your website were updated to include this information for customers?

It a very minor point but the point I was making was that the email address [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] has absolutely nothing to do with responding to a blog of any description.

extraenergy

Hi youravinalarrrf,

I think our marketing team are currently looking at updating the FAQs in response to questions that customers are often asking. I agree with you re the email name - with hindsight it should have been different.
Thanks,

Attiya.

dorset_nurse

I have switched from Npower to EE over a month ago and only had an email yesterday saying that they have been unable to contact me for meter readings. (They haven't even tried- no post/emails/calls/messages etc)
I cannot log onto the online account to submit the readings so had to reply to the customer services email address. I have had no correspondence with the cooling off period etc and am starting to wonder if I have done the right thing switching!

extraenergy

dorset_nurse wrote: »

I have switched from Npower to EE over a month ago and only had an email yesterday saying that they have been unable to contact me for meter readings. (They haven't even tried- no post/emails/calls/messages etc)
I cannot log onto the online account to submit the readings so had to reply to the customer services email address. I have had no correspondence with the cooling off period etc and am starting to wonder if I have done the right thing switching!

Hi dorset_nurse,

I'm sorry you've had a lack of correspondence from us. If you email me at blogresponse@extraenergy.com with your full name and account number I'll look into this for you. Also, if you pop your meter reads on the email I'll make sure these go straight onto your account.

Thanks,

Attiya.