Add your feedback on energy supplier Extra Energy

lisa110rry

On 13th November, I lost my temper (quietly) with Extra Energy, I also had a rant on this thread about not having received a bill. Let me tell you what happened after that.

A very helpful lad (I am in my 5th decade, so I reckon I can call him a lad) called me and told me all about Extra Energy's woes with their data systems not working properly and so on. As this is what I do, I suggested he might like to hire our company to fix/rebuild it...;)

Anyhow, I DID GET A BILL! Now before we start getting excited, the bill was made up with readings only from April to September (I do monthly reading and post them on the site), not November and was not showing two of my payments (for October and November), despite being dated 25/11/2014. In addition, "the system" wanted to increase my DD from £129 per month to £195. I pointed out that this was ridiculous as we had had the mildest September, October and indeed November I've ever known in my 37 years in this country.

In the period 21/04 to 14/09 I have used £153.17 in electricity and £88.19 in gas and I have paid them £516.00 according to my bill, so I must have been in credit by £274.64 as at 14/09, not to mention the further £258 in the payments for October and November (very warm for the time of year, remember). So, Extra Energy must believe that I have used £532.64 worth of energy between 15/09 and 25/11, because they wanted an additional £66 per month, or £330 for the remaining five months of the year, in addition to the £645 of my original asessment! This is nonsence, I said to the helpful lad. At whicch he went to speak to his boss or someone and it was decided they would *only* raise my monthly payment to £160, an increase of £31 per month.

Now, it could be that they may be right, but somehow I really doubt it. I have left it as it is now, without recourse to the Ombudsman, but I am keeping score and writing everything down, because as I stated to the helpful lad (kindly, he was only doing his job) if I am proved right I shall lay all my evidence before the Ombudsman and here.

Regards,

Lisa

ps sorry so late with the update, really, really busy at work

MABLE

tuggy12 wrote: »

Yawn! Yawn!

Pay attention at the back!

lisa110rry

Just did my actual readings and posted them on the EE website. Then I used my handy spreadsheet to calculate my actual use up to today. (And I can, of course.) As at this point I am £323.89 in credit. It will be interesting to see what happens over the next couple of months, but usage will obviously go up and then come down as we get in to March and April and the next time we will be due to have our DD amended will be either in mid March (6 months after the cut off point of our bill) or in late April (12 months after we started to switch over) or in late May (6 months after the posted date on our bill). Obviously, the later the review date, the more likely the DD is to be proven wrong. In any case, the initial intention to raise our DD to £195 is ludicrous.

Regards,
Lisa

extraenergy

lisa110rry wrote: »

On 13th November, I lost my temper (quietly) with Extra Energy, I also had a rant on this thread about not having received a bill. Let me tell you what happened after that.

A very helpful lad (I am in my 5th decade, so I reckon I can call him a lad) called me and told me all about Extra Energy's woes with their data systems not working properly and so on. As this is what I do, I suggested he might like to hire our company to fix/rebuild it...;)

Anyhow, I DID GET A BILL! Now before we start getting excited, the bill was made up with readings only from April to September (I do monthly reading and post them on the site), not November and was not showing two of my payments (for October and November), despite being dated 25/11/2014. In addition, "the system" wanted to increase my DD from £129 per month to £195. I pointed out that this was ridiculous as we had had the mildest September, October and indeed November I've ever known in my 37 years in this country.

In the period 21/04 to 14/09 I have used £153.17 in electricity and £88.19 in gas and I have paid them £516.00 according to my bill, so I must have been in credit by £274.64 as at 14/09, not to mention the further £258 in the payments for October and November (very warm for the time of year, remember). So, Extra Energy must believe that I have used £532.64 worth of energy between 15/09 and 25/11, because they wanted an additional £66 per month, or £330 for the remaining five months of the year, in addition to the £645 of my original asessment! This is nonsence, I said to the helpful lad. At whicch he went to speak to his boss or someone and it was decided they would *only* raise my monthly payment to £160, an increase of £31 per month.

Now, it could be that they may be right, but somehow I really doubt it. I have left it as it is now, without recourse to the Ombudsman, but I am keeping score and writing everything down, because as I stated to the helpful lad (kindly, he was only doing his job) if I am proved right I shall lay all my evidence before the Ombudsman and here.

Regards,

Lisa

ps sorry so late with the update, really, really busy at work

Hi Lisa110rry,

I can understand your frustrations concerning your bill. I would like to investigate this issue for you, please can you email me at [EMAIL="blogresponses@extraenergy.com"]blogresponses@extraenergy.com[/EMAIL] with your name, account number,contact details and your MSE username.

Thanks


Attiya

lisa110rry

Thank you for your interest Attiya. For the avoidance of doubt (and for my record keeping) I have sent you an email as requested.

Regards, Lisa

lisa110rry

Oh dear, now not sure if the email (sent by clicking on the link in Attiya's post) has got through. I have a Mailer Demon message which starts as follows regarding that email.

Hi. This is the qmail-send program at (server address - removed by me).
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.


Regards, Lisa

SuperAllyB

From my own experience and looking back at her previous posts, the correct e-mail address is blogresponse@extraenergy.com (no 's' before '@')

Got to be worth a try.

lisa110rry

Super, AllyB! Thank you! I'll try again tomorrow! (Seriously, many thanks.)

Regards, Lisa

Izzard

Well I came to this thread to get a feeling for ExtraEnergy's reliability etc, since the MSE calculator reckons I could save £45/year by switching from Flow Energy. Scanning through the messages doesn't fill me with confidence, and this last bit demonstrates a representative can't even get their own email address right

I think that settles it: I'll stick with Flow, who have been decent on the phone in the past and produce lovely clear bills accessible online.

lisa110rry

I actually had a different "take" on the email address issue. I thought it showed that the person writing the message had actually given some thought to what she was writing rather than just copying and pasting a pre-prepared stock response. I'll resend my message to her now.

Regards, Lisa