Add your feedback on energy supplier Extra Energy

Snowbelle

dave_dph wrote: »

Having raised a formal complaint about their incompetence and inability to produce a bill (had to do this twice as the first CS agent failed to do what I had requested and I had to call again), the confirmation email stated someone from the complaints team would call me yesterday....... did it happen??? No! I'll see what happens today then I'll be back on the phone. Already started the switch process to E.on but not prepared to pay £50 cancellation fee when they can't even meet their own supply standards!!!

Looking forward to yet another 'conversation' with them.

Two friends who switched to EE have also applied to switch, probably another will follow suit.

Do you think it likely you will get out of paying the exit fee?

Thirdacre_Dave

Following MSE tip off I have just changed tariff with my current supplier. Good - moved from Bright Price Fixed Oct 15 to Fresh Price Fixed Feb 16. Bad - it costs me £50 exit fees even though I am staying with the same supplier but I will still save about £200. Good - told that when they get to moving my tariff it will be back dated to the day I asked to change. I took my readings today to make sure I get the best deal. Bad - I was cut off from the first staff member. I rang them back and they couldn't find him and was bounced around a couple of departments and had to give my data 3 times

Thirdacre_Dave

I could not move to them on line and I had to ring them. I thought we were in a technological age!!

dave_dph

Snowbelle wrote: »

Do you think it likely you will get out of paying the exit fee?

We'll see.

I phoned this morning to be told that the lady who emailed me was not on duty until 12pm and I would be her first call when she came into work. I laughed and said I wouldn't hold my breath! Again he assured me that she would call, so I said for him to note that I would be working from 2.30pm and not to ring then. No call received by 2.30pm so off I went. Phone went at 4.20pm (Private number) but I was unable to answer, haven't a clue whether it was her!

Guess I'll be back on the phone tomorrow!

Never have I had to deal with such poor service and incompetence from a company that 'aims to provide excellent customer service'!!! It's laughable really!

Hern

cklass wrote: »

Cheap Energy Club doesn't recommend suppliers, it shows you all your options, both good and bad, so that you can make an informed decision.

To be fair to ScoobySnacks79-- to whose post you were replying -- the listing of a supplier's deals on MSE does in and of itself tend to give the impression that MSE regards that supplier as being worthy of a mention.

I'm well aware of the "fine print" here, but that's beside the point: ExtraEnergy is getting beneficial publicity on this of all consumer-oriented websites and there are now sufficient grounds to indicate that such publicity is wholly unjustified.

We went through this "fine print" stuff some years back and the rumpus over savings accounts publicity -- publicity that emphatically was not meant to be taken as an MSE recommendation, yet nevertheless was.

I really would have thought that those now in charge of MSE would be doing everything to preclude a repetition.

I would've thought -- in view of the now glaringly obvious fact that this enterprise was established on the cheap with a view to making it attractive to other investors so as to benefit those responsible for the original set-up -- MSE would be excluding ExtraEnergy from its "deals advisory" listings.

As I wrote earlier: the company's "blog" vanished as at at 2014; the company's representatives have vanished from here. The complaints on this thread are growing ever more voluminous in their evidence of this supplier's ongoing failure to deliver on its promotional hype.

On this basis, MSE might just as well be publicising Stealthy Steve's back street garage because oh wow, if ever there was a place to find a cheap car, this is it! Truly, inexplicable -- and not doing MSE's reputation any good at all.

ScoobySnacks79_2

Hern, I entirely agree. Whilst I am aware that appearance on the listing does not in any way infer that it is a "recommended supplier" and therefore made my own investiagtions and enquiries into the company, many would just see the headline savings figure and click through, earning MSE a referral fee (I assume). I note that there is an annotation stating that they have had mixed feedback in the latest polls, but again, you need to read past the headline "reduction" figure to get to it.

Resonate_1

Can only agree with alot of what has been written here.

I moved to them last April about 2 months after moving to a new bigger house.

I have since then been asking them to produce a bill as I am unsure of my usage and if what I am paying them is accurate. I have now asked over 6 times for said bill. I was put on the "priority list" to be billed in mid December on the 5th time of asking. that they informed me would produce a bill in 2 weeks. 6th February and the bill is still not forthcoming despite chasing it again in mid January.

Apparently they have to get bills from a department in Germany. Why an earth they cant just press a button and generate one is beyond me! They did do a manual calculation and said I am paying too much and reduced my DD by £14.

Add to this the useless website whicgh has for 9 months been saying "over the next few weeks" you will be able to do this and that. Nothing much has changed since I joined.

I also had a dispute with them that took 5 months to rectify where my opening gas reading was way off. I have still not even reached the reading they have 9 months later. So they owe me money I guess lol I have still not seen if this really is rectified as I still have no bill.

I have seen enough. I have started a switch, cancelled my DD and have no intention of paying a leaving fee. Which may be an issue as I appear to be 100's in credit.

Please avoid people! You have been warned.

molerat

Why do you need them to produce a bill, work it out for yourself, it is not difficult and you can check that any bill they do send is correct. I am quite happy to stay with them, I know exactly where my account sits and know that I am paying the correct DD for my consumption.

Hern

molerat wrote: »

Why do you need them to produce a bill, work it out for yourself, it is not difficult . . . .

Why should you have to?

Next time you take a flight, why not work out the base cost, the fuel surcharge, the departure tax and all other taxes yourself instead of expecting the airline to tell you?

Next time you take a train, why not work out the base cost, the network charges, and all the taxes yourself instead of expecting the train company to do it for you?

People really are much too molly-coddled these days, aren't they, going around expecting a supplier to provide the customer with an invoice when, of course, it's the customer who should be wasting her or his time, helping the poor supplier produce a bill. . .

dave_dph

I agree it is easily possible to work out your own bill; however, without knowing the exact calorific value that EE use in their gas therms to kwh's calculation it isn't possible to get an accurate balance.