Add your feedback on energy supplier Extra Energy

MEMBER02

rogcal wrote: »

Hi Malc

Would you like to come on here in late August 2015 with details of EON's best deals, when quite a few of us will be looking to switch from Extra Energy?;)

If your not happy with ee why not switch to eons MSE Fixed 1 Year Collective Switch Online through the energy club,i know you will lose £50 penalty but will gain £30 from energy helpline and get up to £60 in tesco cc points and tariff might be cheaper, and if a pensioner will qualify for the warm home discount of £140 a year(ee dont accept that scheme)im with ee at moment and if i switch i can save £34 a year +£30 from energy helpline+tesco points,i know ill lose £50 but its a no brainer for me

gogsboy

rogcal wrote: »

Because they (Energy Helpline) don't come on this forum and see the reality of the overall service they provide.

If the 5 star rating was based solely on the speed of EE answering calls, then no argument from me but looking at their overall performance and service, I'd say 2 stars!

Appreciate they would not collate info from a forum but a lot of the complaints to seem to be service related and they have given a high service rating based on something and assume it must be on more than speed to answer a call.

Or maybe they involved with them or been paid accordingly

Shuggy123

Put through a request to transfer to Extra Energy via the Cheap Energy Club. A few days later I received a 'welcome letter' from Extra Energy but could not understand why it was higher charges than I expected. Then I noticed they had increased my usage figures by Elect +24%, Gas +5%. I phoned them and was told this was the figures they had received from the Cheap Energy Club and the Representative would have to talk to his manager and get back to me. I refused and cancelled the switch ( Well within the 14 days) I also confirmed by e-mail and received a confirmation of receipt only with a commitment to get back to me within 10 working days. I am monitoring this closely and will keep you posted. Not a good start for Extra Energy or a god experience for me.

Mr.Duck

We still haven't received a 6 monthly bill as stated in the terms and conditions when registering.

We joined in April 2014 but still have not received any bill / statement, tried ringing a few times but all we are told is that one should be sent shortly but we cannot be given a date!!

Has anyone else heard this ? Paying £200 per month via D/D and still had no bills / statements to show usage!

Edit: Just rang again and apparently since we are the first batch of "new customers" we are considered high priority but still cannot be given a date for an invoice even though 6 months have well passed since joining!

Hopefully by the end of November but no promises, surely we can demand a bill to show how much energy we have used ?

extraenergy

Shuggy123 wrote: »

Put through a request to transfer to Extra Energy via the Cheap Energy Club. A few days later I received a 'welcome letter' from Extra Energy but could not understand why it was higher charges than I expected. Then I noticed they had increased my usage figures by Elect +24%, Gas +5%. I phoned them and was told this was the figures they had received from the Cheap Energy Club and the Representative would have to talk to his manager and get back to me. I refused and cancelled the switch ( Well within the 14 days) I also confirmed by e-mail and received a confirmation of receipt only with a commitment to get back to me within 10 working days. I am monitoring this closely and will keep you posted. Not a good start for Extra Energy or a god experience for me.

Hi Shuggy123,
I'm sorry you've had problems with your switch. If you'd like me to check that your confirmation has been processed I'll do so today for your peace of mind. Please email me at blogresponse@extraenergy.com.

extraenergy

Mr.Duck wrote: »

We still haven't received a 6 monthly bill as stated in the terms and conditions when registering.

We joined in April 2014 but still have not received any bill / statement, tried ringing a few times but all we are told is that one should be sent shortly but we cannot be given a date!!

Has anyone else heard this ? Paying £200 per month via D/D and still had no bills / statements to show usage!

Edit: Just rang again and apparently since we are the first batch of "new customers" we are considered high priority but still cannot be given a date for an invoice even though 6 months have well passed since joining!

Hopefully by the end of November but no promises, surely we can demand a bill to show how much energy we have used ?

Hi Mr Duck,

If you'd like to give me your full name, postcode and account details I can look into this for you. Please email me at blogresponse@extraenergy.com

Thanks,

Attiya

LordMarks

I changed to EE from British Gas last month. Things went smooth and I provided the meter readings to EE. They probably lack the needed personnel so they confirm receipt of the readings after I called them a couple of times.

The problem is, as many mentioned ago, that I have no access to my bill and no information about it. I called them today asking questions about it and when are they going to take a direct debit from me, the EE representative put me on hold and after 5 minutes he informed me that they everything is fine and the received the direct debit from my side. :cool:

Anyway, I will monitor the situation closely cause I don't think it makes sense to pay £84 per month for living on my own in a small house without having the ability to check my account and the estimated meter readings.:(

MABLE

Mr.Duck wrote: »

We still haven't received a 6 monthly bill as stated in the terms and conditions when registering.

We joined in April 2014 but still have not received any bill / statement, tried ringing a few times but all we are told is that one should be sent shortly but we cannot be given a date!!

Has anyone else heard this ? Paying £200 per month via D/D and still had no bills / statements to show usage!

Edit: Just rang again and apparently since we are the first batch of "new customers" we are considered high priority but still cannot be given a date for an invoice even though 6 months have well passed since joining!

Hopefully by the end of November but no promises, surely we can
demand a bill to show how much energy we have used ?

I joined on the 2 May and after speaking to the advisor i was advised it would be a few months more before i receive a bill. This is why it is very important to take monthly meter readings and note how much you have paid. Then you know whether you are on track.

molerat

LordMarks wrote: »

I changed to EE from British Gas last month. Things went smooth and I provided the meter readings to EE. They probably lack the needed personnel so they confirm receipt of the readings after I called them a couple of times.

The problem is, as many mentioned ago, that I have no access to my bill and no information about it. I called them today asking questions about it and when are they going to take a direct debit from me, the EE representative put me on hold and after 5 minutes he informed me that they everything is fine and the received the direct debit from my side. :cool:

Anyway, I will monitor the situation closely cause I don't think it makes sense to pay £84 per month for living on my own in a small house without having the ability to check my account and the estimated meter readings.:(

Why do you need access to the "estimated meter readings" ? The meter is in your house. Read it and submit meter readings monthly. I do this and put the figures into a spreadsheet. Not rocket science, after my 31st Oct meter read my account (elec only) is running at £14.53 credit according to my spreadsheet. The £84 per month is calculated from the figures you gave them so what is the problem ? My DD is slightly too high but that is because I have managed to reduce my consumption this year.

LordMarks

@molerat thanks for your kind response. It is actually my first time in the UK so I apologize for putting forward something that doesn't make sense!

So actually, if I am providing them with my monthly readings I will get the accurate charges?

Thanks in advance