Add your feedback on energy supplier Extra Energy

lisa110rry

And I've had an acknowledgement of my email now. Attiya told me that she would try to respond later today after investigation, but if not it would be Monday (as she is on holiday tomorrow). I've said no hurry, enjoy the day off. I'm writing this to indicate that I'm content to wait, rather have a correct answer than a rushed one!

Regards, Lisa

violetta

I have had an email today announcing my first electricity statement. I am unable to download the actual pdf as a message box comes up that states "Unable to download comp from www.extraenergy.com. Unable to open this Internet site. The requested site is either unavailable or cannot be found. Please try again later". So I cannot see any of the actual meter readings that extraenergy have used (including the starting reading and any estimate they have used for the current one, or whether they have taken my readings on board).

However, I am able to open the section "View all your bills and payments" so I can see that all direct debits are listed, and the £12 Government refund, and that I am currently in credit. So that is something at least.

lisa110rry

I've just finished speaking with one of the team leaders at Extra Energy. This quite softly-spoken, polite lady told me she had put my readings and payments into a spreadsheet of her own and she is convinced that my direct debit should go back down to where it was at the start of our contract - £129. I feel great about that just simply because it is right.

The lady I spoke with just now said she would escalate this matter further up because clearly there was something wrong with the calculation to increase our payment initially to £195, later reducing to £160.

I would like to thank Attiya and the lady I spoke with just now, I believe her name is Lorraine, for taking an interest and actually looking into this matter.

I've been fighting energy companies' mis-calculations for 14 years now and frankly, I'm impressed with ExtraEnergy for their prompt resolution of this matter. That gets a thumbs up from me.

Regards, Lisa

molerat

My daughter's bill which disappeared when all the payments were added to the screen has now reappeared and her account is showing the correct balance so slowly getting there.

nightswimming

I switched to EE on 05/11. Everything went smoothly and even had a final bill and refund from Npower by the end of November. Sadly my first direct debit payment to EE, due on the 1st, hasn't happened. A company that isn't even capable on taking my money doesn't fill me with much confidence.

Is it worth contacting them, or should I just wait to see what happens in January?

extraenergy

nightswimming wrote: »

I switched to EE on 05/11. Everything went smoothly and even had a final bill and refund from Npower by the end of November. Sadly my first direct debit payment to EE, due on the 1st, hasn't happened. A company that isn't even capable on taking my money doesn't fill me with much confidence.

Is it worth contacting them, or should I just wait to see what happens in January?

Hi nightswimming

It is good to hear that your switch over to extraenergy went smoothly, we aim for all our customers to have a positive experience.

I would like to investigate your payment query, please can you email me at [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] with your name, account number, contact details and your MSE username.

Thanks

Attiya

MABLE

lisa110rry wrote: »

I've just finished speaking with one of the team leaders at Extra Energy. This quite softly-spoken, polite lady told me she had put my readings and payments into a spreadsheet of her own and she is convinced that my direct debit should go back down to where it was at the start of our contract - £129. I feel great about that just simply because it is right.

The lady I spoke with just now said she would escalate this matter further up because clearly there was something wrong with the calculation to increase our payment initially to £195, later reducing to £160.

I would like to thank Attiya and the lady I spoke with just now, I believe her name is Lorraine, for taking an interest and actually looking into this matter.

I've been fighting energy companies' mis-calculations for 14 years now and frankly, I'm impressed with ExtraEnergy for their prompt resolution of this matter. That gets a thumbs up from me.

Regards, Lisa

We have had several problems with EE but that was then but now they are really upping their game and their customer service is second to none. Whenever I phone them their staff are so polite and helpful.

I moved my gas supply away from EE only because of price and the company I moved to could certainly have a few lessons on customer service. I rang my new customer yesterday and the service i received was very disappointing.

edward123

I have rang EE three times now and always polite and as helpful as they can. However, am having a problem with getting monies back from Npower, the company I moved away from for both fuels and to EE. To the tune of £200 plus I reckon as I had built up a credit. When I rang Npower they said that EE had not forwarded the Gas final reading. But EE had. Then Npower said they could not "validate" that reading. So I simply told them as that was my reading and I take accurate readings then I was there and then 'validating' it. Npower told me next they only bill at certain times....so I just asked them when my bill would have been produced(I left them in late October) and I was told 21/11/14.....so I simply pointed out that today was the 10th of December. So, the only problems I have had yet is with Npower not with EE. Though of course I do hope their web site is fully functioning asap. :-)

lisa110rry

Nightswimmming, it took a while for EE to take my first payment also, but I have to say that I think they must have factored that in to the original payment level for the DD because it was marginally higher than shown on the MSE rate checker thingy - the extra amount equalled almost exactly the missed payment. That was back in summer though.

Agree on the ccustomer service side of EE, everyone I've spoken to (three people altogether) has been intelligent and polite and easy to commmunicate with, and this morning I have an email confirming the reduction of my DD back to the original amount.

Regards, Lisa

applicationcen

How have they been since you signed with a business contract?

ernie38 wrote: »

I have signed up to Extra Energy for 1 year at an unrivalled business rate. Even the domestic rate is extraordinary. The electricity rate was about 20% lower than my present rate, with over 30% saving on the daily charge!
The gas daily charge was about 22% higher, but the rate was about 7% less.
They are a newish Continental company, Ofgem regulated.