Add your feedback on energy supplier Extra Energy

youravinalarrrf

Attiya,

I do believe the time has come for some truth and honesty from Extra Energy. I do hope it has not escaped your attention that customers are now starting to leave regardless of any financial penalty as their patience has finally been exhausted with Extra Energy.

These are the areas of major concern which I believe need addressing by Extra Energy with an immediate formal response.

Meter Readings

extraenergy wrote: »

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.

Thanks,

Attiya.

This was your reply #380 on 20th October and clearly this is not happening in the real world despite what you stated. Correct me if I'm wrong but with a start date of 12th May that should mean the 6 months is up on 11th November and you should have arranged for the meter readings to be carried out on that date. Your "Agent" has not been to read the meters therefore it is impossible for you to produce an accurate 6 monthly bill. Why have you not arranged for the meter readings to be taken?

Billing

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

You stated that you’re checking every bill before they're released. Only one individual has so far reported receiving a statement/bill relating to an account which is paid for by direct debit and as it turns out this was for an unexplained period of 2 month not the expected 6 months. How can that be possible if you are supposedly checking them before you release them to customers? Personally I still have my doubts as to whether you actually have a working billing system in place.

Online Systems

extraenergy wrote: »

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.

This was your reply #352 on 16th October and clearly this has also not happened. We are now in the middle of November and from what your customers can see absolutely no progress has been made whatsoever. Everyone is still stuck with "In the coming weeks".....etc. etc. What I do know is that in the real world if I reported that I had made absolutely no progress in 6 months on a project such as this I would be long overdue for a visit to the Job Centre and would be replaced by someone more capable. Perhaps you need to arrange for the Senior Manager responsible for your online systems fiasco to come on here, make a formal apology to your customers and issue a statement of what is happening and exactly when it will take place?

MABLE

molerat wrote: »

Just checked my account and nothing there, she said she did get an e-mail. My supply started 29 April and hers 5 May

Mine started the 2 April and as already documented Extra Energy advised will be another two months before I get a bill.

Snowbelle

I've been trying to get a bill for several weeks now and am being completely fobbed off - its not really acceptable since I'm substantially in credit and have been told I have to wait for the bill to come from Germany before they can adjust my direct debit. I've been told there is no facility to refund overpayments.


Is there any way that Martin could get involved in this please?

rogcal

Snowbelle wrote: »

Is there any way that Martin could get involved in this please?

Martin took the money and ran a couple of years ago when he sold this site and even if he still has some editorial control I doubt if he would show an interest other than to suggest a formal complaint to ExtraEnergy, followed by one to OFGEM if you are still dissatisfied.

AbbieCadabra

I see little has changed since i last popped in here, no great surprise!

I should have had my 1st bill about a week ago, even though they took scheduled actual reads at the beginning of October. No idea why they schedule reads it a month before the bill was due.

Think i'll have a look at alternative suppliers now as i doubt EE will get their act together any time soon, i've had an alert for a tariff that's £50 cheaper so the 2 x £25 penalties should be covered - loathe to pay them as i feel that they haven't provided what i signed up for, wonder if anyone has contested them yet?

CashStrapped

So, those still with ExtraEnergy....still a no no?

As I have said in earlier posts, I stayed away whilst they found their feet. Although it does not look like they have found them yet..

However, they have just released a tariff that undercuts the other energycompanies by 10% (based on my usage). I am on one of the best altertatives too!

I am tempted, but I think I will wait to see if the other companies follow suit.

you_llneverwalkalone

CashStrapped wrote: »

So, those still with ExtraEnergy....still a no no?

As I have said in earlier posts, I stayed away whilst they found their feet. Although it does not look like they have found them yet..

However, they have just released a tariff that undercuts the other energycompanies by 10% (based on my usage). I am on one of the best altertatives too!

I am tempted, but I think I will wait to see if the other companies follow suit.

Well I can only speak for myself but our switch from EDF went through without any problems, just a lack of information from EE regarding switch date.

The only gripe I have is not receiving a bill & by the looks of it not many have received one either.

I,ve had a woodburning stove fitted in the summer and we hardly use any gas these days so my account will be well into credit by now. If they do not raise a bill soon then we,ll be seriously looking at moving elsewhere.

If I was you i,d wait a bit longer.

molerat

CashStrapped wrote: »

So, those still with ExtraEnergy....still a no no?

As I have said in earlier posts, I stayed away whilst they found their feet. Although it does not look like they have found them yet..

However, they have just released a tariff that undercuts the other energycompanies by 10% (based on my usage). I am on one of the best altertatives too!

I am tempted, but I think I will wait to see if the other companies follow suit.

Which one is that, they did have a good one but it was pulled last week.

CashStrapped

molerat wrote: »

Which one is that, they did have a good one but it was pulled last week.

Just checked again now.

It is Fresh Fixed Price Dec 2015 v2.

I am a heavy gas user, so as I said, based on my usage pattern.

It is much cheaper for Gas but slightly more expensive for Elec (compared to my current tariff).

2.330p per kWh Gas 12.740p per kWh Elec

Standing Charge 28.88p (£105.40) 27.81p (£101.49)

TCR: Gas: 3.11p per kWh Electric: 15.91p per kWh

rogcal

Just thought I'd remind people of what the Tariff was for elec back in April when I switched:

Unit rate 9.72p and standing charge of 36.16.

The original standing charge I signed up to was cheaper but as I then opted for the "payment on bill" method every 3 months (that's a joke in itself) I pay more than those on DD but the benefits of not paying by DD are well worth the slightly higher standing charge.

Based on the most recent tariff on offer and given above by CashStrapped and on my based on my annual usage, I am £360 a year better off on my current EE tariff.

p.s. Update on my late bill situation: 50 days and still counting.

As I've said before, what a way to run a business!