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andy1c

worst customer service , was ok at first , now they got lot of customers poor.
i contacted EE to query why my DD was being increased by 16% a month when i am 100s of pounds in credit.
on the 1st call i spent 30 minutes in a q , when i finally got an answer, i was told i needed to speak to billing but all their lines were busy, gave my mobile and was told they would call me back by the end of the day, yep u guessed it no call.
2nd call to EE in q for 20 minutes, spoke to someone who couldn't do anything for me, couldn't understand why i wouldn't agree to an increase in my DD when im in credit, i asked to speak to her manager was told no manager were in the office, but one would call me back
i stated if i didn't receive a call within 7 days i would be cancelling and moving to new supplier.
15 days later no call so bye bye EE
if you poor customer service join EE

extraenergy

MrAnalogy wrote: »

I switched in April and although I could not check that my DDs were being received due to no web interface I could see they were going out.


A couple of weeks ago I checked again - at last! - web access to my bills and payments!


I was reminded by this that I had started paying DDs in April - but no bill generated yet.


I quickly took a reading and posted it online (08/12/14).


Not a lot seemed to happen so I 'phoned up, eventually getting through on the second attempt.


I explained the situation that I had been with them for over 7 months and felt that I would like a bill so that I could check my consumption and adequacy of my DD amount.


I was assured that a bill would be generated by the end of the week.


Over a week has passed and no sign of a bill being generated. I tried 'phoning but appeared to be 12th in the queue. After holding for 10-15minutes I was getting no feedback as to whether I was even getting further up the queue - so I gave up and tried to send a message!


This proved fruitless as whatever I put in the message box returned the error "Message not valid"!!!!!


I am singularly unimpressed at the moment!

Good Morning Mr Analogy



We are sorry to hear of your experience so far. if you can email me at [EMAIL="blogresponse@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

extraenergy

Hi all,



I just wanted to introducemyself – I’m Grainne, and I’ll be helping out Attiya on the MSE forum goingforward. Attiya is still here - but we’ll be sharing the responsibility.



Thanks,



Grainne

Champagnelover

Switched to EE in October which coincided with a house move. All paperwork done etc and Meter reading provided but no DD collected in November. Was expecting £100 to be taken so called them up, got through. . . eventually told first payment of £100 would be taken in December. Then totally randon and completely out of the blue they debit £236 !! luckily I had the money. Tried to get through again to find out how much they are planning on taking in Jan 2015 but cannot get through!! web!!!!! . . . sorry website is terrible cannot see any details about my usage. so have sent an e message which took 3 attempts to go through! waiting for a repsonse now!

extraenergy

Champagnelover wrote: »

Switched to EE in October which coincided with a house move. All paperwork done etc and Meter reading provided but no DD collected in November. Was expecting £100 to be taken so called them up, got through. . . eventually told first payment of £100 would be taken in December. Then totally randon and completely out of the blue they debit £236 !! luckily I had the money. Tried to get through again to find out how much they are planning on taking in Jan 2015 but cannot get through!! web!!!!! . . . sorry website is terrible cannot see any details about my usage. so have sent an e message which took 3 attempts to go through! waiting for a repsonse now!

Hi Champagnelover,

Apologies for the inconvenience caused, if you can email me at [EMAIL="blogresponse@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

molerat

molerat wrote: »

My daughter had a meter reader yesterday so we will see what happens, maybe she will get her second bill - I still have not had one, not that I really care as I know exactly where my account sits.

A week after the meter reader came and no bill

MrAnalogy

As requested I emailed the requested details to Attiya and hoped for the best. There was a very quick response and I was assured that a bill would be generated quickly (although there might be a delay because of Christmas).


In fact the bill appeared on my account before Christmas, and the actual bill was posted to me shortly after.


I must admit I was quite impressed by the speed of conclusion to the matter!


Thank you Attiya for progressing it, and EE for the covering note saying that although the DD was going to be increased in fact it was not (nor should it have been).


Perhaps this was a simple case to resolve, and I hope others are successful with their problems.


At least it feels that somebody at EE cares, and can take ownership of the problems - but I feel that resource put into better systems will ease their work-load somewhat - and make for more happy customers...


Best Regards

rogcal

Hi all. Just a heads up to say that I submitted my quarterly meter reading on the 29th December and I'm now waiting to see how long it takes this time before my bill is generated.

The last two quarters bills took 40 and 49 days respectively to generate.

Will they break the 50 day barrier this time? I hope so.

Means my money will stay in my bank account for even longer.:)

molerat

molerat wrote: »

A week after the meter reader came and no bill

........ another week and still no bill but that meter read is now showing as the latest read.

MM46

I have been with Extraenergy since April. I have been phoning them and also e-mailing Attiya since October when I should have had a six month bill. In spite of assurances that they will look at it urgently I still have no idea of how my payments compare to my usage as they have not generated a single bill. I have posted meter readings on their site several times. My account shows all the DDs they have taken, even one for 2/2015 which they have not taken yet, but no bills. We will be moving house in April or May, I dread to think how they will cope with that if they can't even generate bills.