Add your feedback on energy supplier Extra Energy

[Deleted User]

I checked them out before switching. The reason I never went with them is that they hold at all times the value of a months direct debit amount so you can never clear the balance to zero. Other than that they seem very competitive.

orlaM

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 ?

Exact same problem - I've been with Extra Energy since April and since then I have had a new boiler and radiators and better insulation, so I know I'm heavily in credit which I can ill afford. Finding it impossible to get up to £400 refunded after many phone calls. I've been promised a bill but to no avail, at the end of my tether really!

extraenergy

orlaM wrote: »

Exact same problem - I've been with Extra Energy since April and since then I have had a new boiler and radiators and better insulation, so I know I'm heavily in credit which I can ill afford. Finding it impossible to get up to £400 refunded after many phone calls. I've been promised a bill but to no avail, at the end of my tether really!

Hi orlaM,

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 [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL]

Thanks,

Attiya

Mr.Duck

extraenergy wrote: »

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 [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL]

Thanks,

Attiya

Thanks I've emailed you

hra_2

A general question - are there any Direct Debit customers of 6 months or more on here who have had their bills?
Many thanks.

Snowbelle

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 ?

Same here been with them 6mths now and still no bill.


Have rang/emailed several times and been told will be getting a bill beginning of Nov - its getting beyond a joke now. Was also told they don't ask for meter readings before preparing the bill (assuming they will ever prepare a bill) they just estimate it.


Its all very well having the rep on here but their only answer is to email them your details - what's the point in that when you can ring yourself?

orlaM

extraenergy wrote: »

Hi orlaM,

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 [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL]

Thanks,

Attiya

Thanks attiya but I've already called extra energy many times and emailed to no avail. Yes I will send you my details but I don't think anyone on this forum will be fooled in to thinking you care about your customers.

MABLE

orlaM wrote: »

Thanks attiya but I've already called extra energy many times and emailed to no avail. Yes I will send you my details but I don't think anyone on this forum will be fooled in to thinking you care about your customers.

With respect I think that is a bit harsh. Attiya has done her best to help with any issues and in my particular case she sorted out the issues very quickly.

The company may not of cared about their customers a while ago but they trying hard to make up for lost time.

LordMarks

I received yesterday a call from Attiya with regards to my questions about the bill etc.

Not only she tried to reach me 3 times (due to my own full schedule), but she was also extremely and genuine kind and helpful.

Of course, I haven't got a response for the usual online system thing but at least I know the company is there and they seem to have developed bits and pieces of a good customer service system.

Cheers

adenewton

I applied to switch to EE (via CheapEnergyClub) almost 4 weeks ago, and I have not had any communication from them as of yet. Is this standard. I was hoping to be pretty much almost switched now as the harsher colder weather is arriving to save on my gas, as well as get a nice windfall from EDF before Christmas.

Is it usual for it to take this long before even getting a welcome letter?