Add your feedback on energy supplier Extra Energy

lstar337

Deleted_User wrote: »

Does it really matter which energy company has the best customer service?

Yes!

Deleted_User wrote: »

No matter which company you go with, all the energy you use comes from the same infrastructure

That's exactly why it matters, it is the main thing (other than price) that distinguishes one company from another.

Deleted_User wrote: »

I can't remember the last time I've ever needed to call customer services. I just submit meter readings and pay the bills and that is all there is to it.

You have been lucky, as most of us are. But, if you do happen to get into a mess and the CS is a total disaster, then expect a lot of stress and messing about. Good CS can sort most hiccups over the phone in a 10 minute call, bad CS will have you making multiple calls where you barely get through, when you do the person can't help, and you eventually have to go the written complaint/ombudsman route which can take months to sort, and even after that the company may be so useless that they don't even comply with the ruling!

Seriously, read some of the carp people on these forums have to go through! It's shocking!

clangerette

They are great while you are with them but as soon as you leave they will keep lying and stalling to give you any money they owe you. I have rung over 20 times and get a different lie. They never call you back even though they promise. I left them on 16th December and am fighting to get my money back. Apparently their billing department is in Germany so you can never speak to them. YOU HAVE BEEN WARNED. The most irritating and frustrating company I have ever dealt with!

MABLE

clangerette wrote: »

They are great while you are with them but as soon as you leave they will keep lying and stalling to give you any money they owe you. I have rung over 20 times and get a different lie. They never call you back even though they promise. I left them on 16th December and am fighting to get my money back. Apparently their billing department is in Germany so you can never speak to them. YOU HAVE BEEN WARNED. The most irritating and frustrating company I have ever dealt with!

Very surprised at your experience trying to get money back. I had an issue with billing and the bill manager phoned me and was based in Birmingham. In my opinion they may be many things but one thing I am sure they do not deliberately try to tell untruths to the customer.

I have left them now and only on price and wanted to pay qtly.

clangerette

MABLE wrote: »

Very surprised at your experience trying to get money back. I had an issue with billing and the bill manager phoned me and was based in Birmingham. In my opinion they may be many things but one thing I am sure they do not deliberately try to tell untruths to the customer.

I have left them now and only on price and wanted to pay qtly.

Obviously I can only speak from my own experience which was: Being told FOUR times that somebody would ring me back and nobody did. Every time I phoned I was told a different thing (except, more than once, I have been told about the billing dept being in Germany). Nobody from billing is ever available. I was brought up to be well-mannered and polite but Extra Energy have now pushed me over the edge. Their website Your Account area is never up to date and when I tried to fill in their Contact Us form it wouldn't send because of (non-existent) unacceptable characters. Have gone back to EON. We live and learn

MABLE

clangerette wrote: »

Obviously I can only speak from my own experience which was: Being told FOUR times that somebody would ring me back and nobody did. Every time I phoned I was told a different thing (except, more than once, I have been told about the billing dept being in Germany). Nobody from billing is ever available. I was brought up to be well-mannered and polite but Extra Energy have now pushed me over the edge. Their website Your Account area is never up to date and when I tried to fill in their Contact Us form it wouldn't send because of (non-existent) unacceptable characters. Have gone back to EON. We live and learn

And I too can only go by my experience but very sorry to hear the problems you have encountered.

molerat

I got a bill :eek:

Only to the end of Oct though and reduced my DD by £1

MABLE

Mum feeling rich

Balance: £820.00 in credit
Date Activity Credits Debits Account balance
26/01/15 Direct Debit payment £101.00 £820.00 CR
24/12/14 Direct Debit payment £101.00 £719.00 CR
24/11/14 Direct Debit payment £101.00 £618.00 CR
24/10/14 Direct Debit payment £101.00 £517.00 CR
13/10/14 Government Electricity Rebate £12.00 £416.00 CR
24/09/14 Direct Debit payment £101.00 £404.00 CR
26/08/14 Direct Debit payment £101.00 £303.00 CR
24/07/14 Direct Debit payment £101.00 £202.00 CR
24/06/14 Direct Debit payment £101.00 £101.00 CR
Pages

However no bill since she joined at the beginning of June 2014. Worked it out she is about £60 plus in debit.

clangerette

Here we go again, rang this morning and was promised a call back which hasn't happened. Have just rung up again and the guy I need to speak to is on a break. It's so frustrating. Please, please think carefully if you are tempted to switch to this company

lisa110rry

How odd, I had great customer service, calls back at convenient times named by me and in the end a swift resolution!

valeriejames

I joined Extra Energy in mid April 2014, after being told I would get my first bill in mid October I waited until the end of October to chase the bill up. As we had a new gas Central heating system fitted in early June I knew my gas usage would be much lower than in the previous 12 months and was anxious not to overpay my DD. When I chased the bill (that I had been told would be produced in mid October) I was told I would not get a bill until late December. I raised a customer complaint but as I was just getting no where I decided to cancel my DD (before the November payment was taken) as I had read my meters and knew that I was in credit by about £100. I also informed Extra Energy that I intended leaving their company and as they had not kept to the terms of the contract by providing monthly billing I was not prepared to pay their early termination fees - which they agreed too. On 5 November I signed up for the Moneysaving Expert cheap energy club and decided to go back to Eon (whose prices worked out £6 a month cheaper than I was paying with Extra Energy). I gave Eon my starting readings and also entered these on the Extra Energy website. As I had still not received a final bill from Extra Energy I rang them on 7 January and was told I would receive a bill later this month and they confirmed I would not pay the termination fees.
My personal opinion of this company is that they are a joke, if I can work out how much my bill should be using my own meter readings and a paper and pencil a company, who claim to be an energy supplier should have a computer system that can do this. I know that with Eon I will receive an accurate bill within a few hours of me submitting my gas and electric readings to their website.
If anyone is tempted to switch to this company all I can say is font bother they are a waste of space.