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extraenergy

rogcal wrote: »

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!

Hi Rogcal,

I'm sorry your payments summary is not showing what it should. Leave this with me and I'll get it raised with the systems team. We're very busy in the call centre today. As you know we've had some publicity lately and this is driving calls to switch. We're aware of the volumes and we're still recruiting to allow us to service our growing number of customers.

Thanks,

Attiya

molerat

rogcal wrote: »

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!

My daughter's bill has disappeared as well and her account is showing as a cr balance of the total of all her payments + the £12

you_llneverwalkalone

Just checked my account and all my DD payments & government rebate are there but still no sign of a bill though. It,s only been almost seven months since I joined but hey ho!

Slowly getting there I suppose.

extraenergy

molerat wrote: »

My daughter's bill has disappeared as well and her account is showing as a cr balance of the total of all her payments + the £12

I would be happy to investigate this if your daughters able to email her account details to [EMAIL="blogresponses@extrenergy.com"]blogresponses@extrenergy.com[/EMAIL] . As the online portal has gone live today we’re keen to investigate any system errors.



Thanks


Attiya

AbbieCadabra

good lord, i've been waiting for my 1st bill, now i wish it had never come!

i've not received any notification of a bill being produced, but i've just logged into my a/c due to recent comments &, there it is, 24th Nov.

however, i'm really struggling to understand it. i've understood bills from previous suppliers, but this has me somewhat confused...

you would think that the bill would show the position on the account as at the bill date? no, it doesn't take into account the DD on 24.10.14 nor the £12 credit applied 13.10.14.

why has it taken 7 weeks to produce this bill? it's using meter readings taken 06.10.14 (although the gas one is missing from the info at the end of the bill). Attiya advised some weeks ago that a bill would be issued in November & it would be to estimated reads, so for me to provide current actuals & a revised bill to be issued. clearly this isn't what's happened.

i'm currently over £350 in credit, including DD due 28.11.14, but my DD is now being increased from £89 to £135. i can't see any significant jump in consumption, so what on earth is going on??? was the DD set artificially low in the 1st place?

hra_2

extraenergy wrote: »

...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).

I can't find anything in the standard terms to say that the billing schedule necessarily has a dependency on the timing of visits by a meter reading company, and what it does say is (4.3):

When we produce your bill or statement, we will, if possible, use a meter reading that we or you have taken (this is an ‘actual meter reading’). If no actual meter reading is available, we will produce a reasonable estimate of usage...

hra_2

AbbieCadabra wrote: »

i'm currently over £350 in credit, including DD due 28.11.14, but my DD is now being increased from £89 to £135. i can't see any significant jump in consumption, so what on earth is going on??? was the DD set artificially low in the 1st place?

Was the Estimated Annual Usage in the initial agreement letter broadly correct and are your DDs roughly 1/12 of this (if joining in the spring or summer)?

MABLE

Our bill was dated 24 November but note the period covered was from 7 May to 1 October 2014. We provided meter readings on the 1st of each month and looking at the readings EE used our meter readings.

Also they wanted to increase our dd by £12 a month but i refused because of a problem in September the dd was not taken and I made a manual payment of £85 which still does not appear on the bill or on the online credits since the bill was produced.

The guy at EE tried to lecture me about using more electricity in the winter months. I said we will discuss increases when you have correctly applied all outstanding credits to my account.

I have emailed Attiya and hopefully she will sort out the outstanding issues.

Ianwzzz

extraenergy wrote: »

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

Hi Attiya,

I have today logged into my account as you suggested and checked my balance to see if I'm still £60 in credit or whether this has fallen due to the colder weather setting in, but to my shock I am now £525.25 in credit.

I have been with EE since April and have never had my meter read by a meter reader.

There really is no point of me wasting my time and supplying any meter readings to you for the next six months now as I will not know the state of my account until At least May next year.

I just hope when we get to May next year that my DD payments have been enough to cover my usage as I don't have anyway of paying any debt you might spring on me.

MABLE

True to form Attiya has sorted out the outstanding issues and at last we can now get on with our lives . We are planning a long walk on the moors this afternoon and now we are really look forward to it.