Add your feedback on energy supplier Extra Energy

momist

I find it interesting that MABLE has jumped ship, after so much debate on this forum. While I can't agree with their motives (quarterly billing), I can admire the candour and clarity of what has been posted.
I am now so glad that I was not sucked in to the "go with the cheapest" supplier and have stuck with Flow Energy despite many emails from the Energy Club to say I can get cheaper elsewhere. It's not worth the hassle to me to change from a supplier I am happy with, to save £20 or so over the year.

huttcourt

janbrighton wrote: »

just had a great deal from this company for a year's electricity contract which beats all the household names..... But i've not heard of them before. Has anyone heard of them or used them? Thanks

no replies to emails>>no bills>>useless not on line yet>>keepaway>>

extraenergy

huttcourt wrote: »

no replies to emails>>no bills>>useless not on line yet>>keepaway>>

Good Morning Huttcourt


I am very sorry to hear that your experience with extraenergy so far has not been adequate.


Please email me at [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] with any queries or issues you may have and I will investigate these for you.


Thanks


Grainne

Victor_Delta

After my earlier post (#632), I have now heard from a member of the Extra Energy billing team who has explained why I hadn't previously received a bill (which are normally posted 6 monthly) and agreed a revised DD figure that now matches my calculations.

Apparently, if left to itself, their current billing system automatically revises the customer's monthly DD to a higher level than necessary when it produces a 6 monthly bill. So rather than just let this happen and deal with the subsequent problems (and customer queries/complaints), they are going through each bill manually and, if necessary, changing the new DD to a sensible amount. One can, of course, argue that their system should be better than this - they are working on it - but I guess one should give them some credit for trying to do the right thing - even though it is taking them ages and they have a backlog (I should see my Sept bill tomorrow!).

Anyway, I'm prepared to give them a few more months to get things sorted - especially as I am very happy with the tariff I am paying for gas and electricity and can now understand their problems.

It's when you don't know what's going on that you begin to get worried...

rogcal

Today I received an email from Extra Energy entitled "Your First Electricity Bill".

Notwithstanding the fact that this would be my third electricity bill I promptly visited my online account page to view the bill with a view to paying it promptly, as I have done on the previous two occasions but this wasn't to be.

The fact that the bill was incorrect due to the fact that they had decided to bill me for 6 months because they had ignored the reading taken in September and instead used the reading taken in June was bad enough but as I had contacted them back in November to advise them that my last bill had mysteriously disappeared from my online account page and because this error had not been rectified, I was now being presented with an incorrect invoice.

Naturally, I phoned customer services and advised them of the error which was quickly confirmed with a promise that I would be called back in an hours time after the billing team had been advised of the problem.

Here I am almost almost 5 hours later still waiting for the call.

I shan't bother contacting either of the EE Reps via their blog response email address, as from my experience of doing so back in November (to get Attiya to chase up the missing bill from my online account page), I received neither a response or a resolution of the issue.

I am sure the question of the erroneous bill will be resolved in time but what bugs me is that EE were informed of an issue in November that they were informed of via both Customer Services and their forum rep and as a consequence of that lack of action I have to spend my time yet again telling them that they've made a c*ck-up due entirely to them not resolving an earlier issue.

There's is a street in the old part of the city of York called "The Shambles".

Do you think York City Council would change the street's name to Extra Energy if I asked them?

extraenergy

rogcal wrote: »

Today I received an email from Extra Energy entitled "Your First Electricity Bill".

Notwithstanding the fact that this would be my third electricity bill I promptly visited my online account page to view the bill with a view to paying it promptly, as I have done on the previous two occasions but this wasn't to be.

The fact that the bill was incorrect due to the fact that they had decided to bill me for 6 months because they had ignored the reading taken in September and instead used the reading taken in June was bad enough but as I had contacted them back in November to advise them that my last bill had mysteriously disappeared from my online account page and because this error had not been rectified, I was now being presented with an incorrect invoice.

Naturally, I phoned customer services and advised them of the error which was quickly confirmed with a promise that I would be called back in an hours time after the billing team had been advised of the problem.

Here I am almost almost 5 hours later still waiting for the call.

I shan't bother contacting either of the EE Reps via their blog response email address, as from my experience of doing so back in November (to get Attiya to chase up the missing bill from my online account page), I received neither a response or a resolution of the issue.

I am sure the question of the erroneous bill will be resolved in time but what bugs me is that EE were informed of an issue in November that they were informed of via both Customer Services and their forum rep and as a consequence of that lack of action I have to spend my time yet again telling them that they've made a c*ck-up due entirely to them not resolving an earlier issue.

There's is a street in the old part of the city of York called "The Shambles".

Do you think York City Council would change the street's name to Extra Energy if I asked them?

Good Morning Rocal



I am extremely sorry to hear that your experience with extraenergy has not been satisfactory. We are trying our best to resolve the issues that some customers are experiencing.

Now that I am aware of the issue, please be assured that I willendeavour to provide you with a swift resolution.



Thanks



Grainne

rogcal

Thank you Grainne.

I await the swift resolution you speak of.

MABLE

rogcal wrote: »

Thank you Grainne.

I await the swift resolution you speak of.

No help only to say you have my full sympathy.

rogcal

Typical, the head of the escape committee offers sympathy from outside the prison walls.:D

How is it on the outside?

Victor_Delta

rogcal wrote: »

How is it on the outside?

More expensive perhaps...?