Add your feedback on energy supplier Extra Energy

lisa110rry

Hmmm...I wonder what has happened to the ladies who used to pop in here from Extra Energy and sort the issues? Certainly true we haven't seen them recently.

I've also received the "reply within 10 working days" email and that doesn't fill me with confidence.

I wonder, what would happen to all our payments in credit if they dried up and blew away?

edward123

lisa110rry wrote: »

I wonder, what would happen to all our payments in credit if they dried up and blew away?

Wouldn't mean us being cut off so would we be getting free energy for a little while? :rotfl:

srb_2

Hi, I know this is an old thread but wondered what the results were from the business energy point of view?

Have they billed you regularly and properly?

Have they sent you a renewal offer yet for your next year? If so what were the rates like?

Just trying to see if they are any good, or trying to capture businesses using low rates to just roll them over at extortionate rates the year after.

toots21

They may be cheaper but their customer service is non existent I have emailed several times no response I have telephoned several times had promises to ring back none has ever rung back I cannot sort out the issues regarding my electricity I would never use this company again and would rather pay a little bit more and receive some responses.

Reubens

Attempted to switch dual fuel from EON to Extra Energy. The switch was far from easy. In fact after several months I still have Electricity supplied from EON and gas from Extra Energy. Contacting by phone is tiresome and time consuming, and had has no effect on getting the switch completed to dual fuel. E-mails get an automated response (the latest claiming to get back within 10 days, was dated 29/12/14!) I am giving up & switching again! Exit fee? Yes but still saving.

SteveeB_2

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

Hi, We switched to them just before Christmas. Have yet to see a bill (although hoping its cheaper than SSE!). Have not been impressed with their customer service or website (its slow and throws you out for no reason at all). For us they have been very poor in setting up direct debits for a duel-fuel account, claiming system problems??? When we called them to discuss the issue they promised that our issue would be rectified - we still wait for a resolution. Good luck.

pepsilovinggirl

Worst supplier I have ever used, never emailed me contract so I contacted them and they then resent it via email, checked contract and they had put me on a higher costing tariff, called to complain and told it would take 6 weeks to investigate and I was out of my cooling off period because as far as they were concerned they had emailed it! They wont accept that they have put me on the wrong tariff as I have no proof - it was all done online so you dont get confirmation of tariff prices but I wrote them all down - I Change supplier every year so i know the process and always make a note and any cashback etc. As it takes so long to switch over. One advisor who was originally dealing with my complaint did admit that there had been a problem with new customers being incorrectly charged but now they have done a u turn and are not interested and have closed my complaint. They never call back in the time frame they say they are going to and now I have just changed supplier and no doubt I will be charged early exist fees of £50 but saving £135, also they took ages to take over my gas supply and blamed my existing provider for the hold up with meter reads, electric switched ok but had to call them a few times to find out what was going on With the gas, overall really disappointed and will never use them again and just want to warn others!!!
Also like others have said the website is not very useful, still havent had a bill yet! Will be glad to see the back of them, bye bye 'Useless Energy'

pepsilovinggirl

Worst supplier I have ever used, never emailed me contract so I contacted them and they then resent it via email, checked contract and they had put me on a higher costing tariff, called to complain and told it would take 6 weeks to investigate and I was out of my cooling off period because as far as they were concerned they had emailed it! They wont accept that they have put me on the wrong tariff as I have no proof - it was all done online so you dont get confirmation of tariff prices but I wrote them all down - I Change supplier every year so i know the process and always make a note and any cashback etc. As it takes so long to switch over. One advisor who was originally dealing with my complaint did admit that there had been a problem with new customers being incorrectly charged but now they have done a u turn and are not interested and have closed my complaint. They never call back in the time frame they say they are going to and now I have just changed supplier and no doubt I will be charged early exist fees of £50 but saving £135, also they took ages to take over my gas supply and blamed my existing provider for the hold up with meter reads, electric switched ok but had to call them a few times to find out what was going on With the gas, overall really disappointed and will never use them again and just want to warn others!!!
Also like others have said the website is not very useful, still havent had a bill yet! Will be glad to see the back of them, bye bye 'Useless Energy'

Snowbelle

10 months on and still no bill or proper online facility!
I'm going to work out my bill and try and ensure I am not in credit with them then jump ship. I don't want to get to the summer and start building up a credit and then have trouble getting a refund off them when the deal ends in September.

Hern

Snowbelle wrote: »

10 months on and still no bill or proper online facility! I'm going to work out my bill and try and ensure I am not in credit with them then jump ship. I don't want to get to the summer and start building up a credit and then have trouble getting a refund off them when the deal ends in September.

The last contribution to this thread by an Extra Energy rep was on January 7th. Since then: nothing.

The last contribution to the "ExtraEnergy" website blog was in April 2014. Since then: nothing.

The website continues to assert: "extraenergy is a new energy supplier with a fresh attitude towards energy. Our mission is to generate outstanding cost savings which we gladly pass onto our customers. By running a highly efficient and lean organisation, we are able to keep our operational costs low, allowing us to offer big savings to businesses and households across the UK."

But "lean" does NOT mean "efficient"; the coupling of the two together really is vacuous. The reality is much more like "lean" meaning there's a concentration on minimizing overheads as a starting point when it should instead be maximizing customer service.

In a business where a bare-bones back office and a bare-bones front office are the very last things a gas and electricity consumer should be looking for, "lean" is actually a word that doesn't bode at all well.