Add your feedback on energy supplier Extra Energy

rogcal

Victor_Delta wrote: »

More expensive perhaps...?

Surprisingly not from what I have been told privately by Mable!

Plus the advantage of quarterly variable DD which as you know means you only pay for what you use and no more.

It's a place (where Mable has migrated to) I may hang my hat when my current contract with Extra Energy expires however, as I enjoy the cut and thrust of going into battle with EE from time to time I shall stay committed to them until September.

rogcal

Result!

Got a call from the Extra Energy billing manager this morning and everything sorted.

They may have their faults but the speed and efficiency in resolving my current issue was exemplary.

I think EE is slowly getting there and as I said in my last post I'm not bailing out on them and if they are fully sorted by September, have a product that is competitive and meets my requirements from a billing point of view, I may sign up again!

MABLE

rogcal wrote: »

Result!

Got a call from the Extra Energy billing manager this morning and everything sorted.

They may have their faults but the speed and efficiency in resolving my current issue was exemplary.

I think EE is slowly getting there and as I said in my last post I'm not bailing out on them and if they are fully sorted by September, have a product that is competitive and meets my requirements from a billing point of view, I may sign up again!

Brilliant news. As I have always said their customer service is excellent. If they come up with a competitive pay on bill one I would certainly go back to them.

extraenergy

Britbolton wrote: »

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?

DearBritbolton





Thank you for your recent post.



Whilst I can fully appreciate your hesitation, I’d like to reassure you that the majority of our customers are very happy with our service. This can be seen by our supplier’s service rating which currently stands at ‘70% great’ following a recent moneysavingexpert poll.


Due to our rapid expansion and ongoing recruitment drive, there’s been a substantial increase in capacity and ability to deal with customer enquiries and account administration. We’ve seen a considerable decrease in our average call waiting times as a result of this.

We’re committed to providing exceptional service and understand that switching to a new energy supplier isn’t an easy decision to make. With this in mind, we welcome and value all feedback and will do all we can to address any issues or concerns.

Grainne

shelleyj

Had switched in sept.
Used only 765 units from start til mid dec.
Been Paying standing order of £60 per month. Rang the other day to see if I owe anything more and they think I'm in credit. Can't give me exact figures and won't refund any extra credit til April!!

Same old tricks as other companies, but atleast the others know how much you have on your account when you call.

Sick as a chip as it's taking some guess work to find out what I should be paying via DD

extraenergy

shelleyj wrote: »

Had switched in sept.
Used only 765 units from start til mid dec.
Been Paying standing order of £60 per month. Rang the other day to see if I owe anything more and they think I'm in credit. Can't give me exact figures and won't refund any extra credit til April!!

Same old tricks as other companies, but atleast the others know how much you have on your account when you call.

Sick as a chip as it's taking some guess work to find out what I should be paying via DD

Good Morning ShellyJ

I am sorry to hear of your experience so far. Please could you email me your MSE username and account number to [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] and I will investigate this for you

thanks

Garinne

astjon

Following is an email I sent to Extra Energy after I spoke to them this morning regarding switching from EDF to Extra Energy.

---

To whom this may concern,

I was looking to move my dual energy from EDF, which I've been with for over 2 years, over to your company as you are offering a lower price. When I spoke to one of your manager he told me I was not welcome as a customer as I've not lived in the UK for 3 years.
I've been here for over 2 years and build up a good credit score hence able to pay my energy bill, insurance, council tax etc by Direct Debit as well as been offered £5000 overdraft facility at Lloyds, which I bank with. This is because of my credit score. All my prompt payment come up on my credit score. Even if I've not been here for 3 years.
Now, your manager told me you were unable to check my credit score as I've not been here long enough but still you are using the same credit score company as everyone else and they don't have any problem doing so. I think you need to find another excuse for not accepting foreigners that have been here for less than 3 years instead of saying Experian is the problem.
This is in my opinion discrimination and you should be ashamed of your company policy.

Britbolton

Garinne

Thanks for your reply to my post. I did decide to move to EE, I applied on 3rd Jan and am currently in the 14 day cooling off period. I trust that after that things will go speedily and smoothly.

Clive

extraenergy

Britbolton wrote: »

Garinne

Thanks for your reply to my post. I did decide to move to EE, I applied on 3rd Jan and am currently in the 14 day cooling off period. I trust that after that things will go speedily and smoothly.

Clive

Good Morning Clive

We are very glad to hear that. Welcome to extraenergy!

Grainne

schmouse

Joined extra energy in April 2014, but cannot get a bill out of this company!

I was promised a bill in September, October and November. But none have been forthcoming. A phone call to them today has elicited precisely nothing as they cannot tell me when (or even if) I will ever get a bill.

And don't even try complaining........mine has been ignored!