Add your feedback on energy supplier Extra Energy

extraenergy

MM46 wrote: »

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.

Good Morning MM46


We are sorry to hear that you have not yet received your bill.

I would like to investigate this for you and therefore please email [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] with your name, account number, contact details and your MSE username.


Thanks

Attiya

extraenergy

molerat wrote: »

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

Good Morning molerat


We are sorry to hear that your daughter has not yet received her bill.

I would like to investigate this for you and therefore please inform her to email [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] with her name, account number, contact details and her MSE username.

Thanks

Attiya

Victor_Delta

Just beginning to get a little worried about Extra Energy. Signed up with them in April 2014 and have been paying a monthly DD since then. Despite logging meter readings every quarter on their website, I have not yet received any bill etc. Phoned several times and always told it will be sent ‘shortly’.

Most recently phoned in early December and was told that all bills were being manually checked and mine would be sent ‘tomorrow’. Several days later nothing had appeared so I phoned again and was told it would just be a few more days. Still nothing.

Also asked them to reduce my DD amount as my own calculations showed I was paying more than necessary. Eventually received an email turning down the request with minimal explanation and without any calculations to justify the decision. So I replied asking to see the reasoning but have simply had no reply.

The staff are friendly enough when you ring but I am beginning to think they must realise they are fobbing customers off with promises that will not be met, and their systems and management are not up to scratch?

Victor_Delta

Have just posted my concerns about Extra Energy on the other, larger, MSE thread about their service here (630 posts, over 30 pages!).

Since there appears to be duplication, shouldn't this thread be closed or merged with the other one...?

edward123

Victor_Delta wrote: »

Just beginning to get a little worried about Extra Energy. Signed up with them in April 2014 and have been paying a monthly DD since then. Despite logging meter readings every quarter on their website, I have not yet received any bill etc. Phoned several times and always told it will be sent ‘shortly’.

Most recently phoned in early December and was told that all bills were being manually checked and mine would be sent ‘tomorrow’. Several days later nothing had appeared so I phoned again and was told it would just be a few more days. Still nothing.

Also asked them to reduce my DD amount as my own calculations showed I was paying more than necessary. Eventually received an email turning down the request with minimal explanation and without any calculations to justify the decision. So I replied asking to see the reasoning but have simply had no reply.

The staff are friendly enough when you ring but I am beginning to think they must realise they are fobbing customers off with promises that will not be met, and their systems and management are not up to scratch?

If you think you are in credit just give them an ultimatum...no bill then DD will be cancelled. That is what I would do.

rogcal

I've just reread Extra Energy's T&Cs and the truth of the matter is that they've got you by the short and curlies in respect of the amount they set for your DD and any requests for a reduction in it.

Cancel your DD at your peril.:(

The "caring" side of EE's customer services is a facade that they are prepared to perpetuate for as long as it suits them and when the chips are down, they will want their pound of flesh.

I agree that the staff generally appear to be helpful when dealing with complaints/queries but EE's "scriptwriters" must be working overtime to maintain the caring facade as the number of complaints begin to rise in line with the increase in customer numbers and the c*ck ups that are befalling these newcomers!

edward123

rogcal wrote: »

I've just reread Extra Energy's T&Cs and the truth of the matter is that they've got you by the short and curlies in respect of the amount they set for your DD and any requests for a reduction in it.

Cancel your DD at your peril.:(

The "caring" side of EE's customer services is a facade that they are prepared to perpetuate for as long as it suits them and when the chips are down, they will want their pound of flesh.

I agree that the staff generally appear to be helpful when dealing with complaints/queries but EE's "scriptwriters" must be working overtime to maintain the caring facade as the number of complaints begin to rise in line with the increase in customer numbers and the c*ck ups that are befalling these newcomers!

But are there industry standards that they would be breaking if they fail to supply one with a bill within a certain time frame? If so would there be penalties that they could incur? From the Energy Ombudsman for instance?

Here though one can read:

"Do you still have to pay?

If you are a domestic customer and haven't been billed for your gas or electricity supply, contact your energy supplier to ask why. You are obliged to pay for any energy you have used. But energy suppliers also have to follow certain rules about how far back they can bill you. This is called the back billing code.

What they can charge you for

If you have made efforts to contact your supplier and they failed to provide a bill, they cannot charge you for energy you used more than a year ago.

If you have not made reasonable efforts to contact your supplier or did not co-operate with their requests for meter readings, then you will be liable to pay the whole debt.

Business customers can be billed as far back as the date your supply started if it turns out you have been billed wrongly.

You cannot be charged for more than six years’ worth of back-billed energy charges, even if the supplier is not at fault. This applies to domestic and business customers."

Victor_Delta

It's very worrying that they've been trading for well over 8 months now, and possibly quite a bit longer, and yet still can't get their systems/software to produce customers' bills (at least without manual checking...). If they didn't have the cash flowing in via the DDs they'd be out of business by now.

Presumably the Regulator will be watching them?

rogcal

I can find no reference to frequency of billing for DD payment customers in the the T&Cs and on the subject of reviewing the amount a DD is set at, a reference is made to a review at least once a year.

I'm sure they would have made sure their T&Cs met any industry standards when they drew them up.

So like I said previously " caught by the short and curlies" most probably still applies.

Victor_Delta

I was told one is billed at least 6 monthly.