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AbbieCadabra

hra wrote: »

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)?

yes, at the £89 per month, not £135.

AbbieCadabra

AbbieCadabra wrote: »

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?

coincidence or Attiya, no idea, but EE have just called me as their email notification of bill being ready had bounced back undelivered. tried again while speaking to me & it came through ok.

was then put through to billing re: info above -

bills not showing correct account info to bill date at the moment due to backlog in domestic billing. in future bills will be issued within 10 days of meters being read so will show up to date account position.

my DD has been increased due to reading info received from 'the industry', EE using jargon again! it seems to be a central database where read info is held for all suppliers & it shows that my yearly consumption is more than i'd estimated when moving to EE.

i've just checked my bills for the year with EDF (up to transfer date) & my figures were correct, the info that EE have now received is wrong. the electricity part was only a few 100 kw's out but they're being told my gas will be 3,000 kw's more than we used last year. weird & confusing.

i've now got to send a years worth of EDF bills to EE to confirm past consumption & they will amend the DD accordingly.

extraenergy

Ianwzzz wrote: »

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.

Hi Ianwzzz,

I'm sorry for your frustrations. I really need to look into your account to comment. Could you remind me of your account details offline on blogresponse@extraenergy.com and reference your online name so I can identify you. I finish for the day at 2pm but I'll be happy to look into this for you early next week.

Have a good weekend,

Attyia.

hoppytherabbit

Would be very careful with the in "credit results" All they have done is added up your payments made. It's not showing you actual usage that's been deducted. So it's useless really. We need to know how much we paid in against what we have used. Can't be that hard to work out ?

Enter meter reading = EE deducts money = actual amount owed is shown

AbbieCadabra

i presume that they are busy at the weekend, but i've been in a phone queue now for nearly 20 mins...

edit: just answered at the 20 mins mark. i was just checking that my email from yesterday had been received ok as no acknowledgement had been received. they had a 'massive system failure' yesterday so she couldn't tell me, but has left a note on my account to check when the backlog of emails has been cleared.

not having much luck are they!

MABLE

hoppytherabbit wrote: »

Would be very careful with the in "credit results" All they have done is added up your payments made. It's not showing you actual usage that's been deducted. So it's useless really. We need to know how much we paid in against what we have used. Can't be that hard to work out ?

Enter meter reading = EE deducts money = actual amount owed is shown

My Mother in law got really excited when I told them their account was £610 in credit but no bill had been generated for them since they joined in June. However I worked it out as I do mine and they are really only £59 in credit and that was up to their last meter reading taken on the
15 November. I can see EE increasing their dd to cover the coming months.

rogcal

From reading the recent posts on here I can see why Extra Energy have not been worried about getting hold of my money in a timely manner.

They're getting loads more dosh than they need to from you lot! :rotfl:

MABLE

rogcal wrote: »

From reading the recent posts on here I can see why Extra Energy have not been worried about getting hold of my money in a timely manner.

They're getting loads more dosh than they need to from you lot! :rotfl:

When I was in conversation last week (one of many) they agreed to keep our dd at the same amount but they did say at the next review date if in debit (which apparently is a no no) they would increase the payments or you can make a one off payment to cover the shortfall.

However I thought if you are in credit you can request that the dd
is kept at the same amount.

My gas is now with another supplier and now pay by var qty by dd.

edwardmluk

Just two months after switching I finally had my money refunded.

Here's the latest issue. More than 10 days ago I changed my direct debit day from the 1st to the 6th of each month. I asked EE repeatedly on the phone if I needed to cancel my old DD with my bank to ensure duplicate charges aren't made. The operative checked with his manager and both assured me that no, I could leave my bank DD set up and they would change the details. Low and behold, I've been charged an amount today anyway (and not even the normal DD amount).

This company sucks. Do not bother with them. I think I'd rather pay the early exit fees than continue with this awful service.

Update: after a nice 15 minute wait on their customer services line I found out that my request to get my DD changed to the 6th of the month didn't go through correctly. Instead they only changed the DD for gas, not the electricity. This company and their staff still suck. Avoid avoid avoid.

MABLE

edwardmluk wrote: »

Just two months after switching I finally had my money refunded.

Here's the latest issue. More than 10 days ago I changed my direct debit day from the 1st to the 6th of each month. I asked EE repeatedly on the phone if I needed to cancel my old DD with my bank to ensure duplicate charges aren't made. The operative checked with his manager and both assured me that no, I could leave my bank DD set up and they would change the details. Low and behold, I've been charged an amount today anyway (and not even the normal DD amount).

This company sucks. Do not bother with them. I think I'd rather pay the early exit fees than continue with this awful service.

Update: after a nice 15 minute wait on their customer services line I found out that my request to get my DD changed to the 6th of the month didn't go through correctly. Instead they only changed the DD for gas, not the electricity. This company and their staff still suck. Avoid avoid avoid.

Appreciate your frustration. For some unknown reason they did not collect our DD for September and they could not give an explanation.

I made a manual payment for the missing amount in September and to date still not shown on my list of payments. However Attiya has advised me my account will be updated later today with the missing credits.

IMHO I really feel they have now turned a corner and things will only get better. Fingers crossed of course!