Add your feedback on energy supplier Extra Energy

edward123

If after 8 weeks an issue with one's energy supplier has not been resolved the Energy Ombudsman can look into it and order the supplier to follow its remedy. See here.

rogcal

edward123 wrote: »

If after 8 weeks an issue with one's energy supplier has not been resolved the Energy Ombudsman can look into it and order the supplier to follow its remedy. See here.

As long as you have entered a formal complaint using EE's procedure.

7.0 Help and advice
a. If you wish to make a complaint we have a formal complaints
handling procedure. A copy of our policy “Complaints Handling” is
available on our website or from our Customer Services team.
b. If you have a complaint please contact Customer Services in the
first instance. You can do this by letter, over the phone or by email

and I reckon the Ombudsman won't accept a complaint unless it's been dealt with formally by the company.

Short and curlies again I'm afraid!

edward123

rogcal wrote: »

As long as you have entered a formal complaint using EE's procedure.

7.0 Help and advice
a. If you wish to make a complaint we have a formal complaints
handling procedure. A copy of our policy “Complaints Handling” is
available on our website or from our Customer Services team.
b. If you have a complaint please contact Customer Services in the
first instance. You can do this by letter, over the phone or by email

and I reckon the Ombudsman won't accept a complaint unless it's been dealt with formally by the company.

Short and curlies again I'm afraid!

But if they, the supplier, have not resolved to your satisfaction said complaint within 8 weeks of it being made/raised the Energy Ombudsman will take it up and offer a remedy to you but that the energy supplier MUST heed. If they do not they can be fined and the customer could receive compensation. I have done this in the past with another supplier.

rogcal

Go for it then.

The sooner Extra Energy comes to the attention of the Ombudsman on a regular basis, the better it will be for their customer base who have been well and truly shafted in many respects.

hra_2

Victor_Delta wrote: »

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.

Perhaps you could complain under breach of standard licence condition 27.14:
"The licensee must provide to each such Domestic Customer an explanation in clear, plain and intelligible language of the basis upon which a fixed amount (and any variation of that fixed amount) has been determined."

Then there is 27.15 (payments to be based on the best and most current information available) and 27.16 (credit refunded if fair and reasonable).

amtrakuk

Just calculated my DD and enter my meter reading. Give or take a fiver (inc daily charge) over the last 3 months were on plan at £89 a month

MABLE

I have had it with monthly direct debits and now pay by variable qty direct debits and then pay when the bill is produced and that way I am a lot happier.

However to achieve this I have now moved away from EE and as for the penalty fees I have recouped them by going via a cash back site.

I appreciate everything EE had done to resolve my issues and in the end was very happy and certainly cannot fault them regarding their excellent customer service but they are just not for me at this moment in time.

extraenergy

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?

Good Morning Victor-Delta


We are sorry that you have not received your bill and that the DD calculation was not clearly explained.


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




Thanks


Attiya

Britbolton

I was seriously thinking of transferring to EE given the potential £370 a year saving from my current supplier (npower). However, having read all the posts I am concerned I might be sacrificing customer service for cheapness and lousy customer service. Can EE (Attiya) reassure me that despite the massive take up of customers (in excess of 220,00 since inception in April 2014) EE is able to handle their current customer population? Has there been an increase in trained customer service operators to adequately meet the demand?

nodezeon

I have been with EE for just over 9 months, my experience so far hasn't been very good with regards to customer service.


I had my first bill in November after chasing them for 3 months (phoned on a number of occasions and also e-mailed) they had issues sending out bills, I eventually received an estimated bill written on an e-mail :-/


I'm not sure what the problem was but to me this seems to be a very basic thing to get right asap for an energy company.


Funnily enough they didn't have any trouble collecting my Direct Debit every month!


The website is very limited in its functionality and they have a lot of coming soon stuff which hasn't changed since I've been with them. If you used to using some of the big suppliers websites then this is a bit of a let down and can be a little frustrating.


Customer Services isn't easy to get through to via the phone, and when you do, everything seems a real struggle and each time I've rung so far they've had to find out something from a supervisor. Ok they can't know everything, but I am talking basic enquiries like billing and DD amounts etc, nothing super complicated.


Having said all that, they are a new company and I'm sure once they iron out the issues and smooth out their processes they'll be ok.


I unfortunately don't think I can wait for that to happen so will be switching asap, I might look them up again in a year or 2 if they are still doing good deals.