Add your feedback on energy supplier Extra Energy

violetta

2010 wrote: »

I couldn`t see the link for Extra Energy on Topcashback.

I switched to Extra Energy via Energyhelpline on Topcashback. It has tracked at £14.14. Some of the other switching websites appear to give more cashback but they do not offer Extra Energy as an option (presume they have no commission deal arranged with Extra Energy)

youravinalarrrf

This link may help http://www.energyhelpline.com/hugeswitch (NB £35 cashback is only available via this link until 21st April).

rogcal

Just an update on how my switch to ExtraEnergy is going and I'm sorry to say that there has been one minor hiccup but more worryingly a major hiccup is on the cards.

The minor hiccup cropped up today when I rang customer services this morning looking for an update on when the switch from EDF to ExtraEnergy was going to take place and was told "tomorrow" (17 April).

I asked why had I not been emailed and informed of this as it is obvious that I would be required to submit a meter reading tomorrow and with no knowledge of the switch taking place how could I be expected to submit the meter reading on the day of the switch.

The young lady taking my call was concerned that I had not been emailed and asked all the usual questions i.e. has our email gone into a junk folder etc.

I double checked my junk folder and confirmed no trace of any emails from ExtraEnergy and also advised that all previous emails from them had arrived without any problems due in part to their being on my safe senders list. She said she would check to see if there was a problem with the the company's email being sent out.

In the meantime she guided me through the registration process for gaining access to managing my account online via their website (yes, they finally have their own website):

https://www.extraenergy.com/myextraenergy

In respect of the major problem on the horizon which I discovered during my conversation with customer services all I will say is I'm hopeful that it will be resolved to my satisfaction and that ExtraEnergy will take the necessary action to ensure it doesn't happen again.

2010

violetta wrote: »

I switched to Extra Energy via Energyhelpline on Topcashback. It has tracked at £14.14. Some of the other switching websites appear to give more cashback but they do not offer Extra Energy as an option (presume they have no commission deal arranged with Extra Energy)

Thanks for that but just did a comparison and no saving for me which I found strange as I`m with EDF blue + promise fixed until March 15 duel fuel.

violetta

2010 wrote: »

Thanks for that but just did a comparison and no saving for me which I found strange as I`m with EDF blue + promise fixed until March 15 duel fuel.

It probably depends on where you live! East Midlands seems to be one of the slightly cheaper areas. Youravinalarrrf's link is a good one, as cashback from that is £17.50

MABLE

MABLE wrote: »

Well I have another two days left of my cooling off period and after speaking to ExtraEnergy not sure this is the company for me. They are not fully up and running at the moment and if I view my account online and you click on a heading for something it just says come back soon as not available yet.

The payment from Energyhelpine would be £40 and a saving of £37 a year. Also the company I am with now allows me to pay qtrly and can use my debit or cashback credit card.

UPDATE

Well I have decided to go ahead with the switch and they confirm this will be on the 7 May and dd set up to take my payment on the 2 of each month.

They also confirmed the first payment will be taken on the 2 June and they also said they would not be taken two payments at once.

One other thing it is nice to speak to their call centre advisors as they sound they are really interested in your enquiry unlike some of the big suppliers who employ people with attitude.

molerat

How did you receive the info re switch date and DD ? I see you signed up around the 8th and have all this info, I signed up on 1st and have only had the basic info so far and nothing definite.

rogcal

molerat wrote: »

How did you receive the info re switch date and DD ? I see you signed up around the 8th and have all this info, I signed up on 1st and have only had the basic info so far and nothing definite.

I was going to ask the same question!

I wasn't told of my switch date until I asked (it was in fact yesterday) and as for being told when DD would be taken I still have no idea.

It appears that things are beginning to go wrong if some people are being kept informed of progress and others are not.

As for my dispute with ExtraEnergy, well over 24 hours elapsed before I heard from a manager and even now I shall have to wait until next Tuesday (22 April) before I hear anything more.

My faith in this company is being sorely tested at a very early stage in our relationship!

Poor communications (having to ask for details of switch dates and DD dates), ineffective and untimely decision making and important online facilities still not available i.e. payment facility, viewing bills and payments, managing DDs. It doesn't bode well!

OK they are a new company and one can expect a few teething problems at the outset but if not resolved in a matter of hours rather than days, their reputation will suffer at a time when they can ill afford it!

MABLE

The only reason I know about my dd and switch date is because I phoned and got them to check. Also I phoned again and spoke to another operative just to check I was given the correct information.

Hopefully I will not regret it. However times will tell!

huttonc

I completed the switch on 24/03/14 but all has gone quiet.

I have tried registering my extraenergy account online using my customer number without spaces and my account is not recognised.

The websites online messaging service also didn't recognise my account number.

I emailed the blog email in this forum this morning and hope to hear back from them

The only email I received was about the cooling off period

Chris