Add your feedback on energy supplier Extra Energy

MissSeej_2

We switched to Extra Energy from Scottish Power on 14th October. Although you don't have to wait ages for your calls to be answered, I would say that Extra Energy have a few staff training issues and the complaint that I raised on 20th November regarding these training issues, has still not been dealt with. A member of their customer care team did try to call me last Friday but I was at work and they called the home landline. I called back on Saturday and left a message and despite asking them to call my mobile and sending three emails, I have heard nothing. This doesn't bode well for the future and I'm sure I will switch again as soon as I can.....

MABLE

UPDATE

I was very impressed with the staff at EE at sorting out my issues and the extra mile this particular person went to. Everything now resolved and again when it comes to their customer service it cannot be faulted and I know now they are really focused on delivering excellent service.

My advice is if there is a problem try and work with them and that way things eventually get resolved.

As for Attiya she was brilliant in helping to bring things to a very satisfactory conclusion.

I am now one very happy customer.

Tonmill

Having read the thread I am filling with dread. I changed to EE through a price comparison website in good faith. I also have a large credit with no update regarding my actual useage. I tried to send a query message but the website said "invalid message". Now I am panicing. What is the general consensus with this EE mob? Should I be worried?

rogcal

Bail out of your contract if you're really worried (assuming you're still within the 7/14 day cooling off period or ask to change to a Payment on Receipt of Bill Tariff to avoid the dreaded DD trap.

You pay a little extra on the standing charge but you only pay for what you use every three months when you submit a meter reading.

The added bonus is that they are so late in producing bills for this tariff, you can expect to get an extra 6 weeks after submitting your reading before they send you the bill.

That's one Extra Energy c*ck-up I love!:)

Biggles

Tonmill wrote: »

What is the general consensus with this EE mob? Should I be worried?

I'm just switching and I see nothing on here to worry about. Most of the comments I've read (irregular billing, bad communication etc) apply just as much to npower, who I am leaving, as to EE. I just want cheap gas and electricity, not lovely customer service.

richardcoyle

I initiated a switch to extraenergy on the compare the market website on 15th October this year. Apart from the compare the market email, I have heard nothing at all since then. About 10 days ago I found the extraenergy website and used the contact form to ask what is happening with my switch. I have heard nothing back at all - not even a confirmation email. I have no idea what's going on at all, whether or not the switch is in progress, or when I'll hear anything back.

Mr_K

Tonmill wrote: »

Having read the thread I am filling with dread. I changed to EE through a price comparison website in good faith. I also have a large credit with no update regarding my actual useage. I tried to send a query message but the website said "invalid message". Now I am panicing. What is the general consensus with this EE mob? Should I be worried?

They are fine so far for me. Some people are concerned they only get statements every 6 months, but not a worry for me if they're the cheapest. They've obviously cut corners to be the cheapest (e.g. they don't advertise anywhere) but the price sells itself.

I avoid building up credit balances by keeping my DD low in the first place, best to owe them money rather than the other way round. Ringing might be best if you're concerned, they seem to be mostly friendly, ask them to either refund your credit balance or lower your DD - preferably both (don't take any cobblers about building up a credit balance for winter, tell them you're off to the Canaries for 3 months - actually that sounds like a good thing to actually do )

extraenergy

Hi all,

I'd just like to provide a quick update regarding the Contact Us page on our website which a few of you have been experiencing problems with. The issues have been looked into and fixed, so please feel free to re-enter your details and a member of the relevant team will be in touch shortly to discuss your enquiry. If you’re still having problems please email me as below.

With regards to the mailboxes, we do suggest a turnaround time of 10 working days. This is due to the high volume of inbound mail we receive (and to maintain your expectations). Having said this, we endeavour to respond as soon as possible which may be sooner than the 10 working day threshold.

Alternatively, you can email me details of your enquiry to blogresponse@extraenergy.com and I’ll look into this for you.

Thanks,

Attiya

MABLE

Mr_K wrote: »

I avoid building up credit balances by keeping my DD low in the first place, best to owe them money rather than the other way round. Ringing might be best if you're concerned, they seem to be mostly friendly, ask them to either refund your credit balance or lower your DD - preferably both (don't take any cobblers about building up a credit balance for winter, tell them you're off to the Canaries for 3 months - actually that sounds like a good thing to actually do )

As you know EE review customer accounts every 6 months or so and they will not allow you to owe them money. They will not expect you to have a negative balance. Also they will only refund a credit balance if £75.00 or more. And if the dd is too low they will request it is increased to reflect the true cost of energy used.

With me I put up a valid case for it not being increased and they were happy to comply.

crossleydd42

I joined them about four months ago. They processed the changeover effortlessly. I've not long had my bill and it accurate and clear.

I'm very happy!