Add your feedback on energy supplier Extra Energy

molerat

extraenergy wrote: »

HiLias110rry,


Currently we only offer six monthly billing – I’m sorry ifthis does not meet your expectations. If you provide monthly meter readsthese will be taken into account when your bill is generated. As soon asyour bill is ready you’ll receive an email from us, so you can log onto theportal and your bill will be available to download as a PDF.


Ifyou email me your details at [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] I can lookinto your specific situation for you.


Thanks,


Attiya

Do you ?

There are many here, including myself, who have been with you for longer than 6 months and have not received a bill. My daughter has been with you just over 6 months, but less time than me, and has just received a bill but it is over four months late only covering to early July.

My gas account is with another small supplier, my account number is less than 700, who I give a reading at the end of each month and they e-mail me a bill a week later. They do not have on line servicing, but then they do not purport to, but are efficient if a bit old fashioned.

I personally do not really care if I get a bill or not, my readings are put into a spreadsheet at the end of each month and I know exactly where my account sits. Having to ask you personally to look into sending a bill is not really the sign of a professional supplier and is beginning to smack of the early post privatisation quick buck suppliers who could not live up to their promises and we know what happened to many of them.

Why not get someone at the top end of your management structure to issue an honest statement of what is really happening with your on line billing roll out - I sincerely hope you have not entrusted this to SAP !

extraenergy

MABLE wrote: »

extraenergy wrote: »

Hi Attiya

Any chance of chasing mine. Checked joined you on the 5 May not 2 April as originally documented. However still way past the 6 month stage.

Thanks.

Hi Mr [Removed]

I have your details so I will chase it up for you.


Thanks


Attiya

MABLE

extraenergy wrote: »

MABLE wrote: »

Hi Mr [Removed]

I have your details so I will chase it up for you.


Thanks


Attiya

Ill let my husband know.

Thanks

rogcal

extraenergy wrote: »

MABLE wrote: »

Hi Mr [Removed]

I have your details so I will chase it up for you.


Thanks


Attiya

So now we now Mable is a Mrs [Removed].

So much for confidentiality!

Of course, if Mrs (Mable) [Removed] has previously disclosed her surname on here, then please ignore the above.

If not, then massive fau par Attiya!

MABLE

rogcal wrote: »

extraenergy wrote: »

So now we now Mable is a Mrs [Removed].

So much for confidentiality!

Of course, if Mrs (Mable) [Removed] has previously disclosed her surname on here, then please ignore the above.

If not, then massive fau par Attiya!

We were not very happy about it as we have never disclosed it on here.

rogcal

MABLE wrote: »

We were not very happy about it as we have never disclosed it on here.

I don't blame you for being unhappy about it, I would be too!

extraenergy

molerat wrote: »

I HAVE GOT A BILL


Well my daughter has, not checked my account yet, but her bill is dated 11 Nov and is available as a PDF in "Bills and Payments" on line. It uses customer reads and they have reduced her DD.


BUT


It is only for the 2 month period to 2 July 2014


Getting there slowly !!

Hi molerat,

Hopefully I can explain why you’re daughter has received a statement for up until 2 July and not for a full six months, as a number of forum members have questions around this.

In the energy industry when we talk about 6 monthly billing this doesn't necessarily mean that your first statement will be for six months from the date you came onto supply with us. Billing / sending statements is timed around a customer’s meter reading schedule. Meter reading companies work these out based on postcodes e.g they will aim to do all reads in the same area at the same time. So when you come on supply your first industry meter read will take place when the meter read company plan to be in your area. This helps us to send customers statements based on accurate reads taken by the meter reader or the customer (depending on which we receive first in the billing window, although all reads received are taken into account to make sure the statement is as accurate as possible).

Based on this, you may receive your first statement quite a bit less than 6 months, or potentially up to 7 months after your supply start date. Then all subsequent bills will be every 6 months.

For your daughter, as she was billed up until early July, this would mean she will now get billed every six months from 2nd July e.g her next bill will be Dec/ Jan.

Without having her details to look into her specific account I can’t say why the statement is based on a customer read and not an actual read, but I can look into this for you. In addition, if you’d like me to look into your own situation please remind me of your account and contact details by dropping me a quick email to the blogresponse@extraenergy.com email address.

Thanks,

Attiya.

(I have also seen your most recent post as will respond to this shortly).

extraenergy

youravinalarrrf wrote: »

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


Billing


Online Systems


Dear youravinalarrrf,

Thank you for your comments. I understand your frustrations and I know that our Senior Management Team are fully aware of the comments on this forum and will be responding accordingly very soon (hopefully today, but tomorrow at the latest). I know they will be providing a response around the online functionality.

In the meantime, I can help with a number of your concerns.

As explained to molerat, “6 monthly billing” in the energy industry doesn't necessarily mean that your first bill will be for six months. This is because our billing is timed around your meter reading schedule. Meter reading companies work these out based on postcodes e.g they will aim to do all reads in the same area at the same time. So your first industry meter read will take place when the meter read company plan to be in your area. Then you’ll get a statement. Then your next statement will be six months from that date (the billing end period on the statement – not the date you receive the statement).

However, it does sound like you’re due a meter read, therefore if you could remind me of your account details by emailing blogresponse@extraenergy.com, I’ll check out your account and update you. It may be that the meter reader has been and you're not aware of this (if your meter is outside and accessible) or the reader has been but you were not at home (if the meter is inside), but as mentioned, if you send me your details I can investigate this further.

We are checking every bill which is why there are delays on bills. As explained above – the two month statement is not a mistake, this is correct and this customer will receive another statement six month’s from 2nd July.

Many thanks,

Attiya.

rogcal

Notification that bill is finally ready arrived this morning.

Had to chuckle at the heading of the email advising me of the availability of my bill:

Your first electricity bill

Your first electricity bill is now ready to download and view at My extraenergy

It's my second bill actually!

Ah what the heck, I've finally got it which is all that counts but like Mr Crab, I'm going to find it hard to part with "me money" after hanging on to it for so long.

p.s. Aye up Attiya, two postings already today and no sign of an apology from you for yesterday's fau par. I know it's between you and Mable but it could have been any one of us and as such I think you owe us all an apology

extraenergy

molerat wrote: »

Do you ?

There are many here, including myself, who have been with you for longer than 6 months and have not received a bill. My daughter has been with you just over 6 months, but less time than me, and has just received a bill but it is over four months late only covering to early July.

My gas account is with another small supplier, my account number is less than 700, who I give a reading at the end of each month and they e-mail me a bill a week later. They do not have on line servicing, but then they do not purport to, but are efficient if a bit old fashioned.

I personally do not really care if I get a bill or not, my readings are put into a spreadsheet at the end of each month and I know exactly where my account sits. Having to ask you personally to look into sending a bill is not really the sign of a professional supplier and is beginning to smack of the early post privatisation quick buck suppliers who could not live up to their promises and we know what happened to many of them.

Why not get someone at the top end of your management structure to issue an honest statement of what is really happening with your on line billing roll out - I sincerely hope you have not entrusted this to SAP !

Dear molerat,

Many thanks for your comments above and I'm very sorry you're not happy with extraenergy. I hope I explained your daughter's statement period in my previous response, but if you've any further questions around this please contact me at blogresponse@extraenergy.com. Our Senior Management Team are fully aware of the comments on this forum and will be responding today / tomorrow at the latest.

Many thanks,

Attiya.