Add your feedback on energy supplier Extra Energy

rogcal

Edward123, notwithstanding what you have said which is fundamentally correct, the cause of much frustration among EE customers is the inability to manage their accounts online.

The essence of any online management facility is the ability to look at payments made, meter reading downloads, bills generated, etc, etc.

Without such a facility being readily available people will have no option other than to ask for this information manually either by phone or email which is time consuming for the customer and also results in poor utilisation of EE's customer services resources.

Where online shopping, banking and utilities are concerned, general online account handling is expected when dealing with even the smallest organisations.

Not having those facilities from day one is bad business practice and will create bad feeling in the customer base who expect those facilities and have no wish to deal directly with a company each time they wish to make a simple enquiry or request!

edward123

molerat wrote: »

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

Late yes and one is not surprised in that this is EE. But the number of months of the bill would be correct for the reasons given.

A little something for EE management to ponder upon

Totally agree. The clock is ticking for EE.

MEMBER02

Im moving over to eon mid december,i have a dd due with extra energy on 1st dec i know im going to be in credit so would it be a good idea to cancel decembers dd with ee?

edward123

rogcal wrote: »

Edward123, notwithstanding what you have said which is fundamentally correct, the cause of much frustration among EE customers is the inability to manage their accounts online.

The essence of any online management facility is the ability to look at payments made, meter reading downloads, bills generated, etc, etc.

Without such a facility being readily available people will have no option other than to ask for this information manually either by phone or email which is time consuming for the customer and also results in poor utilisation of EE's customer services resources.

Where online shopping, banking and utilities are concerned, general online account handling is expected when dealing with even the smallest organisations.

Not having those facilities from day one is bad business practice and will create bad feeling in the customer base who expect those facilities and have no wish to deal directly with a company each time they wish to make a simple enquiry or request!

Wholly agree. But if one is getting their electricity, their gas and the DD is set to the right amount and a free simple phone call can be made....and eventually and pretty quickly EE sorts this out.......

rogcal

Digressing from the current/continuing discussion on the inadequacies of EE's operation, has anyone tried to leave a review of the company on any of the "independent review" websites.

I'm finding it nigh on impossible to get any published which makes me wonder how "independant" some of these review websites really are!

On completing and submitting the review I'm met with a standard "your review will be published following assessment by a moderator" or similar text.

All my "attempted" reviews have been factual and concise and in no way derogatory or insulting, so I can only conclude that the review websites I have used are in someway directly or indirectly commercially linked to the organisations the subject of review and as a consequence my reviews go straight in the recycle bin.

MABLE

It should all be so simple. Give them a meter reading every month they collect a dd by a fixed mount that is hopefully in line with ones usage.

The problems occurs when for no reason they forget to collect a a dd and in my case Septembers. I notice it was not collected and phone them and no one has any idea why they did not apply for it. I then make a manual over the phone on the 30 September for the missing dd and think everything is ok.

I then receive my bill dated 24 November and see no mention of the manual payment and as such they then want to increase my dd.

I am now advised the bill should never have been issued and will be cancelled and a new one issued reflecting the manual payment For goodness sake how long does it take to apply a manual credit to the account.

Also the promised £5 good will payment for their cockup was never credited to the account and are looking into it. Also the £12 government payment was applied on the 13 October and according to their system the dd was reduced for that month to reflect that payment but it was not.

I have now sent them an email and will see what happens but after 8 weeks and still not resolved I will get OFGEM involved.

MABLE

MABLE wrote: »

It should all be so simple. Give them a meter reading every month they collect a dd by a fixed mount that is hopefully in line with ones usage.

The problems occurs when for no reason they forget to collect a a dd and in my case Septembers. I notice it was not collected and phone them and no one has any idea why they did not apply for it. I then make a manual over the phone on the 30 September for the missing dd and think everything is ok.

I then receive my bill dated 24 November and see no mention of the manual payment and as such they then want to increase my dd.

I am now advised the bill should never have been issued and will be cancelled and a new one issued reflecting the manual payment For goodness sake how long does it take to apply a manual credit to the account.

Also the promised £5 good will payment for their cockup was never credited to the account and are looking into it. Also the £12 government payment was applied on the 13 October and according to their system the dd was reduced for that month to reflect that payment but it was not.

I have now sent them an email and will see what happens but after 8 weeks and still not resolved I will get OFGEM involved.

One other thing I tried to get them to confirm payments made and CS say they do not have access to that screen and it appears billing are too shy to speak to customers.

MABLE

edward123 wrote: »

Wholly agree. But if one is getting their electricity, their gas and the DD is set to the right amount and a free simple phone call can be made....and eventually and pretty quickly EE sorts this out.......

Oh if life could be that simple!

rogcal

Success at last.

Just managed to get a few reviews uploaded plus left a comment on the recent Telegraph article.

Not trying to make things difficult for EE, just trying to set the record straight and hopefully let people see through the corporate spin being promulgated in the article.

I know it's the duty of every MD/CEO to talk up their company but why not break from convention and be honest for a change, admit they have cocked up and then show they mean to improve matters by moving quickly to put things right.

Ianwzzz

edward123 wrote: »

Wholly agree. But if one is getting their electricity, their gas and the DD is set to the right amount and a free simple phone call can be made....and eventually and pretty quickly EE sorts this out.......

It's not that simple. Many people are struggling to pay their gas and electric bills and they need to know they are up to date with their payments. With any other supplier you can easily give your readings and check your balance, but not with this useless company.