Add your feedback on energy supplier Extra Energy

extraenergy

schmouse wrote: »

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!

Good afternoon schmouse

Please email me your account number and MSE username to [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] and I will investigate this for you.

Thanks

Grainne

cloudhopper2015

schmouse wrote: »

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!

I have fared little better - having also switched in April 2014 - although in late November 2014 I finally received an e-mail outlining my then consumption, following some pointed calls to their freefone number and the personal involvement of a very sympathetic lady in Customer Services.
This was after my initial e-mails to their company were ignored.

The promised (accurate) bill from the mythical "Billing Department" has never materialised.

My biggest concern is their total lack of Billing information on their website 'My extraenergy'. From the onset, the 'Bills and Payments' section promised information "soon", but nothing appeared until November, and then only my payments in to date - now close to £1300.
It does not - and has never shown - my actual usage, or the costs.

How does extra energy expect people to manage their Winter fuel consumption / budget if they cannot supply even the most basic of billing detail?

My previous supplier managed to provide a comprehensive quarterly account. Why did I have to wait almost six months even to confirm how much I'd paid in by way of a DD?

I fear that consumers could land themselves with considerable debts over the Winter, if the company does not even provide the most basic of consumption and account detail on a regular basis.

extraenergy

cloudhopper2015 wrote: »

I have fared little better - having also switched in April 2014 - although in late November 2014 I finally received an e-mail outlining my then consumption, following some pointed calls to their freefone number and the personal involvement of a very sympathetic lady in Customer Services.
This was after my initial e-mails to their company were ignored.

The promised (accurate) bill from the mythical "Billing Department" has never materialised.

My biggest concern is their total lack of Billing information on their website 'My extraenergy'. From the onset, the 'Bills and Payments' section promised information "soon", but nothing appeared until November, and then only my payments in to date - now close to £1300.
It does not - and has never shown - my actual usage, or the costs.

How does extra energy expect people to manage their Winter fuel consumption / budget if they cannot supply even the most basic of billing detail?

My previous supplier managed to provide a comprehensive quarterly account. Why did I have to wait almost six months even to confirm how much I'd paid in by way of a DD?

I fear that consumers could land themselves with considerable debts over the Winter, if the company does not even provide the most basic of consumption and account detail on a regular basis.

Good Morning cloudhopper2015

Please email me your account number and your MSE username to blog [EMAIL="response@extraenergy.com"]response@extraenergy.com[/EMAIL] and I will investigate this for you.

Thanks

Grainne

James

I too switched to EE April 2014.


Every month I submitted Gas and Electric readings.


Every month it was followed by a call asking for a Bill. Every month they promised their Billing page would be online and a Bill was due Sept.


You've guessed nothing changed.


I have moved to First Utility a month ago and negotiated no exit fees for leaving EE.


Today I called EE and asked for a final Bill. Guess what? They are having Billing difficulties and one won't be available for quite some time.


I wish I knew where I stood with EE

bondy01

What worries me about this company is that I have been with them 8 months and not received a six monthly bill as promised. One of the reasons I left edf was that I wanted a bill more frequently than once a year. I don't mind that with water as it is much less than gas and elec. In another six months we all could still be waiting for a bill rather than having one artificially generated by the reps on here when we moan about it. (nothing personal reps it's not your fault) There are still no timescales for this to be sorted out. It will be interesting to see what happens when people have been with them for a year and they need to recalculate DD amounts.

Victor_Delta

bondy01 wrote: »

What worries me about this company is that I have been with them 8 months and not received a six monthly bill as promised. One of the reasons I left edf was that I wanted a bill more frequently than once a year. I don't mind that with water as it is much less than gas and elec. In another six months we all could still be waiting for a bill rather than having one artificially generated by the reps on here when we moan about it. (nothing personal reps it's not your fault) There are still no timescales for this to be sorted out. It will be interesting to see what happens when people have been with them for a year and they need to recalculate DD amounts.

Please see my recent post here which may help to set your mind at rest (I do wish the MSE admins would combine these two overlapping threads on Extra Energy!)

you_llneverwalkalone

James wrote: »

I too switched to EE April 2014.


Every month I submitted Gas and Electric readings.


Every month it was followed by a call asking for a Bill. Every month they promised their Billing page would be online and a Bill was due Sept.


You've guessed nothing changed.


I have moved to First Utility a month ago and negotiated no exit fees for leaving EE.


Today I called EE and asked for a final Bill. Guess what? They are having Billing difficulties and one won't be available for quite some time.


I wish I knew where I stood with EE

If don,t mind me asking how did manage to negotiate nil exit fees please?

We,re in the same position as you were and I know that when we leave & others who may choose to leave EE will have major problems regarding final bills.

James

Re negotiating exit fee £25 per fuel.


I reminded EE that I had complained about this issue every month. I asked them to listen to the voice calls I'd made, and take notice of their promises (jam tomorrow).


In view of leaving early due to poor service I stated that they should waiver the exit fees. They agreed.


Hope this helps

edward123

Their web site is down 0940hrs.

rogcal

Most probably been hacked by the North Koreans seeking information on how to operate a successful, fully interactive website!:)