Add your feedback on energy supplier Extra Energy

hoppytherabbit

MABLE wrote: »

I rang them again yesterday and they confirmed still no sign of a bill for me.

However again I got them to confirm all my meter readings from the opening figures to my latest ones and we agree the figures are what I have been recording.

As with the gas supply I have now moved that away and I am now going to pay with the new supplier by qty variable dd which suits me fine. I hate monthly dd's and as soon as I find a more competitive electric supplier I will transfer that as well and very happy to pay the early termination fee of £25 just for a peace of mind.

I will move my gas and electric to. The lack of response here from EE the last few days says it all really. Total waste of space.

youravinalarrrf

If Jo Robertson truly intended to try to renew our confidence in Extra Energy absolutely the last thing she needs to do now is to blatantly ignore her paying customers.

Sometimes the truth hurts but deliberately choosing to ignore her customers concerns and still pretending everything in fine is definitely not acceptable and would not be tolerated in any business. As I've said all along this is not about renewing our confidence in Extra Energy as a business it's about Extra Energy being truthful and honest with their customers and delivering what they promised when we signed up.

I think we've all been exceedingly patient so far but the fact is we do require answers to the questions which have been raised since her first statement and we need them immediately.

I'm willing to give her the benefit of the doubt but if a further statement providing a firm timescale for the missing basic online functionality to be live is not forthcoming from her by the close of business tomorrow (Monday) I think it would be fair to assume that the writing will be firmly on the wall for both herself and Extra Energy.

With that in mind if she chooses not to respond in my opinion customers will be left with no choice and the only sensible action customers can take is to change supplier as quickly as possible regardless of the financial penalty involved or the long wait for a final bill/statement to be received and the refund of any credit built up.

violetta

Daily Telegraph article yesterday:

http://www.telegraph.co.uk/finance/personalfinance/energy-bills/11240775/Extraenergy-why-is-this-new-supplier-attracting-so-many-customers.html

MABLE

rogcal wrote: »

I'll be sorry to see you stop contributing to this thread Mable.

It will be interesting to hear how the closure of your accounts with EE proceed and whether or not you continue to experience problems in respect of the return of any credit you may be due.

Will keep you posted.

MABLE

rogcal wrote: »

I'll be sorry to see you stop contributing to this thread Mable.

It will be interesting to hear how the closure of your accounts with EE proceed and whether or not you continue to experience problems in respect of the return of any credit you may be due.

I am allowing my emotions to get in the way today and have therefore deleted my posts as it really will not help my situation. I need to be positive and focused otherwise they will just beat me.

PeterMan_2

Had an email this morning telling me my first bill is ready!! Logged in (after mistakenly trying to login before registering the first 2 times) and there it is!!

Only for the first 2 months of my supply and only up to late August, have called them and they say that my next bill is now due late Feb and I am 'up-to-date' and should bill every 6 months going forward. Bit strange not seeing my September and October payments showing, but they assure me they have been received and they will show on my Feb bill, because that's the period the payments are billed for. Kind of makes sense, will see what happens in New Year.

Hope the rest of you get the same sometime soon.

edward123

MABLE wrote: »

I am allowing my emotions to get in the way today and have therefore deleted my posts as it really will not help my situation. I need to be positive and focused otherwise they will just beat me.

:beer: :T :beer: :T :beer:

Ianwzzz

I've been with EE since the 28th of April. Today I received my first bill which is dated from the 28th of April to the 1st of August. Why does the bill not include August, September, October and November? i am £60 in credit and EE want to put my direct debit down even though the bill does not include any winter months. The lady I spoke to said she could let me know a more up to date balance when their system is updated sometime next year. What a useless company.

edward123

Ianwzzz wrote: »

I've been with EE since the 28th of April. Today I received my first bill which is dated from the 28th of April to the 1st of August. Why does the bill not include August, September, October and November? i am £60 in credit and EE want to put my direct debit down even though the bill does not include any winter months. The lady I spoke to said she could let me know a more up to date balance when their system is updated sometime next year. What a useless company.

No, they have billed you at the right time. Your first bill will be 6 months use or less according to when their system sends out bill and your joining EE. If EE have accurate meter reading/s then based on your usage and your regular payments then it would be easy for them to recalculate and up or down your monthly payments on your first bill. Your next bill, as will all future ones, be at 6 monthly intervals. Still, you can ask that your payments not change for as you said, winter usage will be greater.....you can ask it to stay the same.

molerat

edward123 wrote: »

No, they have billed you at the right time. Your first bill will be 6 months use or less according to when their system sends out bill and your joining EE. If EE have accurate meter reading/s then based on your usage and your regular payments then it would be easy for them to recalculate and up or down your monthly payments on your first bill. Your next bill, as will all future ones, be at 6 monthly intervals. Still, you can ask that your payments not change for as you said, winter usage will be greater.....you can ask it to stay the same.

How do you figure that one out, a bill issued four months late is hardly at the right time.

A little something for EE management to ponder upon

The Code of Practice for Accurate Bills sets out what domestic customers can expect from their energy company. This includes:

• Clear, accurate, useful and timely bills and statements
• Support and advice on checking energy use
• Support and advice for those having difficulty paying their bills
• Energy suppliers' commitment to the back billing rules
• Contact details for raising questions and issues with companies

It's important to remember that the accuracy of bills is also dependent on the customer providing regular readings from their electricity and gas meters. Please note: the Code of Practice for Accurate Bills applies to domestic energy customers only.