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Mr_K

I've just checked my online account and can now see record of my first payment made (plus the £12 govt. rebate) so some progress.

Snowbelle

Mr_K wrote: »

I've just checked my online account and can now see record of my first payment made (plus the £12 govt. rebate) so some progress.

Same here all my payments are listed.

youravinalarrrf

Unexpected progress indeed and the fact you can now see your current balance online makes a massive difference to customers!

Now why couldn't Jo Robertson just have stated the expected timescale for that instead of the total blank we've had from her since her first statement and the petty and unwarranted withdrawal of Attiya's help and assistance on this forum? I really do wonder sometimes.

We just need the Manage Your Direct Debits facility online and I really do think the vast majority of customers will finally be more than happy with Extra Energy.

rogcal

I've not been so lucky with my Bills and Payments Schedule as shown on my online account management page

Up until today my two bills generated in August and November were available to download as a PDF but as of today the November PDF has disappeared and as consequence it shows me in credit rather than zero balance.

A call to EE proved that the error doesn't carry through to their account database which shows all my bills and payments to be correct with a zero balance.

So yet again a problem has manifested itself with their online facility showing an error which will be resolved soon (I do love the word "soon" when used in context with all things relating to EE, as it seems to be one of their favourite words).

One other unsettling aspect of today's encounter with EE was the length of time I was kept on hold before I spoke with a member of the customer services team

In the past the average time sent on hold was approx 30 seconds but today I waited over 10 minutes.

It cannot be because the have less staff as Mr Childs stated in the Telegraph article that they were taking on more staff which leaves me thinking that levels of complaints are rising and therefore waiting times on hold are increasing and taking on more staff is his way of alleviating that problem.

It looks as though all those ongoing IT "teething problems" have finally turned round and bitten Extra Energy on their proverbial ar*e!

extraenergy

Hi all,
Apologies for going away – I haven’t left the business (I’d like to reassure you that I’m also getting paid and not on a zero hourcontract). I’m back now and I bring some good news! Today we’ve made the Bills and Payments section on My extraenergy portal live. I knowa couple of members have already seen this.

This allows you to see your payments, debits, credits etc and, when your statement is ready, you’ll be able to download a PDF of it from here. This means that you’ll be able to keep track of your account inbetween your six monthly statements and see your current balance.

We’re aiming to have further functionality live very soon and I’ll keep you posted as it arrives.

I also believe a number of you have now received your statements. Mable – sorry yours was incorrect, if you need any assistance you can always contact me and I’ll get an update. If anyone would like me to chase their statements please email me at [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL].

A note with regards to statements – Your first statement will most likely not be for a full six months. This is because our billing is estimated 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 atthe same time. So your first read will take place when the meter read company plan to be in your area. You’ll then get a statement. Your next statement will then be six months from that date (the billing end period on the statement – not the date it was received).

Sorry for the silence this past week but we felt that actions speak louder than words, so we’ve been working on getting this functionality live to come back to you with updates on improvements instead of more apologies.

If you need me I’m here and I’ll always respond to any queries sent to the [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL].

Thanks,
Attiya

extraenergy

pinkllama wrote: »

i signed up with ee about 5 weeks ago and have heard nothing from them. i just called them and they said that i'm moving to them in 2 days (24th nov) so i went to the meter and gave them my electricity reading. so far so good.
i then asked what the procedure was to move from a 1 rate meter to a 2 rate as i have just ripped out my aged boiler and replaced it with storage heaters. their response was that they don't do meter changes and that i'd have to get an electrician to do it.
surely this is wrong? doesn't the local electricity board or whoever own the meter & it's an offence to meddle with it?

oh they also stated that if i want to leave i'll have to pay a penalty as i took i 1 year fixed rate

advice please!

Hi pinkllama,

Sorry for the late response. You were informed incorrectly by a member of our call centre. If you've any details of who you spoke to or when the call was please email [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] and I'll get this followed up with management so they can look into this and ensure the individual (and all teams as a matter of process) are trained appropriately. If you also email me your details I will look into this for you as it is your supplier's responsibility to change your meter.

many thanks,
Attiya.

extraenergy

PeterMan wrote: »

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.

Hi Peterman,

Your first statement only takes you to the end of Aug because our billing works around your meter reading schedule. Without knowing your account number to check, I'm guessing your first read took place early Aug then you got a statement based on this read or your own read, depending on which we received first in your 'billing window'. Your next statement will then be six months from that date e.g approx. Sept - Feb. If you want me to check this exactly, please email me your account details to [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] . You can now log into your online account to check any further payments and your balance.

Thanks,

Attiya

youravinalarrrf

Glad to see you back and providing much needed assistance to your customers.

extraenergy wrote: »

Sorry for the silence this past week but we felt that actions speak louder than words, so we’ve been working on getting this functionality live to come back to you with updates on improvements instead of more apologies.

I do hope your nose hasn't grown too long whilst you've been away....Pinnochio

MABLE

Great to have you back Attya and nice to know it was not me or my wife who upset you.

I have now sent you an email regarding the missing payments.

Thanks.

extraenergy

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.

Hi Ianwzzz,

Your first statement only takes you to the start of Aug for the same reason as I've explained with Peterman above. But, if you'd like me to check this exactly, please remind me of your account details at [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] .

As you can now log into your online account to check your balance, I'd suggest this would be the best thing to do, then you can see if you're still in £60 credit, or whether this has fallen due to the colder weather setting in.

Hope this helps,

Attiya