Add your feedback on energy supplier Extra Energy

lstar337

Extra_Energy wrote: »

<snip>

You are not allow to promote your business on this site.

You need to contact MSE who will give you a special account and a set of rules by which you must abide!

You can offer advice to people, you cannot promote your business.

I have reported this post as SPAM.

rogcal

lstar337 wrote: »

You are not allow to promote your business on this site.

You need to contact MSE who will give you a special account and a set of rules by which you must abide!

You can offer advice to people, you cannot promote your business.

I have reported this post as SPAM.

Isar, I have been speaking to the young man at EE (I phoned the number) who posted the "sales" posting and pointed out the error of his ways and that we already have an EE rep. I expect we will see it removed shortly.

MABLE

rogcal wrote: »

Isar, I have been speaking to the young man at EE (I phoned the number) who posted the "sales" posting and pointed out the error of his ways and that we already have an EE rep. I expect we will see it removed shortly.

I note the telephone number has a 01753 code which relates to the Slough area and when they phone me it comes up with this area code.

Perhaps they have moved or opened up another office.

Also good to see you are on top of it and you were able to point out the error of the young mans ways.

Big day for me I am getting a revised bill with all my credit on. I'm more exciting than winning the lottery. Do you think I need to get out more?

rogcal

To clarify the situation with regard to the earlier posting by "Extra Energy" (now deleted), this was not Attiya who posts under the handle "extraenergy".

The young man concerned works for EE in their business tariff department and thought he was using his initiative by posting details of the business tariff phone number.

He deleted the post himself when I made him aware of the rules relating to promoting businesses on the MSE forum.

Strangely enough and although he works for EE he was not aware of the various issues plaguing the domestic supply department of EE although he is based in Birmingham.

I did ask about the Slough number and he told me it was one of many other geographic numbers used by EE.

Here endeth the lesson, so to speak!

Moth9

I've just had my energy supply transferred to Extra Energy. But that's not good news because I cancelled immediately after applying when I found E.ON had a better deal (that's the point of the cooling off period I believe). Not only did they ignore my cancellation email and confirming letter, they also ignored a further phone call and another email. In fact I've never had a reply to any of my communications over a 5 week period. They also ignored the objection that my previous supplier raised at my request. Sharp practices, or just incompetence? You decide.

AbbieCadabra

has anyone used the contact us form on their website? it's going around & around in circles asking me complete the same info again & again, with no confirmation that anything i've input has been sent!

getting seriously annoyed with pathetic excuse for a company now...

youravinalarrrf

You could just use this address customercare@extraenergy.com and start it with your name, address and account number although I'm pretty sure you will just receive what appears to be their current standard reply:-

"Dear Customer
Thank you for contacting us. We will review your enquiry and aim to get back to you within 10 working days.

Many thanks,

The customer care team"


Regardless of how busy they may or may not be I honestly don't think 2 weeks to answer a simple email is an acceptable timescale.

AbbieCadabra

youravinalarrrf wrote: »

You could just use this address customercare@extraenergy.com and start it with your name, address and account number although I'm pretty sure you will just receive what appears to be their current standard reply:-

"Dear Customer
Thank you for contacting us. We will review your enquiry and aim to get back to you within 10 working days.

Many thanks,

The customer care team"


Regardless of how busy they may or may not be I honestly don't think 2 weeks to answer a simple email is an acceptable timescale.

i was told to email billing@extraenergy.com, i have done twice now but still not even had any acknowledgment yet...

AbbieCadabra

AbbieCadabra wrote: »

i was told to email billing@extraenergy.com, i have done twice now but still not even had any acknowledgment yet...

from posting on here, Attiya has now picked up my query, which is great & will hopefully mean it gets resolved before my next DD is due to be taken at £135 instead of £89, however, it leaves me feeling less than confident in their normal lines of communication which have failed completely on this occasion.

edit: Attiya passed this on to a colleague who has just called. everything i'd queried now explained, even if he wasn't aware that a member of the billing team had already replied to my 1st email earlier today & reset my DD. he could see this once i mentioned it but it can't have been that obvious on their systems, easy to end up talking/working at cross purposes if the latest info isn't clear.

my DD has been increased by £2 per month, which I'm ok with but i will be checking the next bill due end of March/early April to see if this is accurate.

i have to say that each time i've spoken to anyone at EE, either them calling me or otherwise, i can barely hear them! it doesn't happen on other calls & i have got the earpiece volume on the phone to max. it's not background noise but just really muffled like it's a bad line. strange.

extraenergy

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.

Hi edwardmluk


Apologies for the inconvenience caused, if you can email me at [EMAIL="blogresponse&#64;extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] with your account number and also stating your Money Saving Forum username I can investigate this for you.


Thanks


Attiya