Add your feedback on energy supplier Extra Energy

AbbieCadabra

edward123 wrote: »

A switch would not take place until the exit fee is paid to the company you are switching from.

ok, so has anyone successfully managed to get EE to waive the exit fee due to their complete incompetence & lack of promised service?

surprise, surprise, a rep is back online...

dave_dph

It's one of the issues I've raised in my official complaint. I have spoken to the complaints agent and she is supposed to be getting back to me with details of the first bill. To be honest the service from her has not been good and I told her so......

Her initial email reponse (which I only received after chasing them up - the initial CS agent hadn't raised the complaint correctly) was poor:

Detail omitted meaning the email didn't read correctly.

She said she would call on a specific date - had to chase again as she didn't call.

The complaint procedure which she attched to the email was in .dat format - meaning I couldn't open it. When I queried this with her she said it's a PDF document - you might guess - it doesn't open with Adobe reader etc!

Not only is mom now switching, so are another 3 friends who joined at the same time. Good riddance to EE, their customer service is non-existant and they don't deserve to keep customers! I really hope Anne Robinson and the Watchdog team get their teeth into this one, I'm pretty sure they're back on air soon.

Cisco001

How often should the bill be issued?
I've join them in end of Aug 14.
I enter my actual consumption by twice. But I have not seen any bill being calculated online.

extraenergy

Cisco001 wrote: »

How often should the bill be issued?
I've join them in end of Aug 14.
I enter my actual consumption by twice. But I have not seen any bill being calculated online.

Good Afternoon Cisco001

We guarantee to send a statement once a year, however we do endeavor to produce bills for our customers on a six monthly basis. We ask that customers provide regular meter readings, ideally once a month to ensure their accounts are as accurate as possible.

nightswimming

Many thanks to Grainne for sorting my issue this afternoon. It's just a shame you have to resort to moaning on a message board to get a response.

lisa110rry

And I am very glad to "see" her. We've had an email discussion and it looks like my direct debit will be going down a little bit in accordance with our usage. I have to say, much easier to deal with these people than it was with Scottish Power over the years, though even that was improving as time went on.

MABLE

extraenergy wrote: »

Good Afternoon Cisco001

We guarantee to send a statement once a year, however we do endeavor to produce bills for our customers on a six monthly basis. We ask that customers provide regular meter readings, ideally once a month to ensure their accounts are as accurate as possible.

My mum in law joined on the 9 June and every month I enter her meter readings. I have today worked out her consumption and find she
has a short fall of £400 and has never received a bill.

This is not a complaint but just saying how it is. Fortunately she is very well off so when I told her she just laughed it off.

youravinalarrrf

For some strange reason we now appear to have two "Add your feedback on energy supplier Extra Energy" threads running?

I believe this is the original "Extra Energy - Anyone used them?" thread and the thread title needs changing to match to avoid confusion.

Of course doing this won't make Extra Energy a better company or even make them fit for purpose and it definitely won't stop me wondering how they ever managed to obtain an Operator's License to supply energy in this country in the first place or how long it will be before they are heavily fined or have their license withdrawn. :mad:

I have had a long standing outstanding query from the 26th November regarding exactly how they review/recalculate customers Direct Debit amounts so any changes made by them can be checked by the customer.

Extra Energy seem determined not to provide me with an answer. Maybe they really don't know or are unable to justify the changes being made by them. The promised response from their Billing Manager has not materialised (although why it requires the Billing Manager to get involved is beyond me). Even turning this into a formal complaint on 21st January has so far received no response.

From my point of view deliberately ignoring a customer's complaint will achieve only one thing.....an extremely !!!!ed off and shortly to be ex-customer.....next stop the Ombudsman.

My advice to any prospective new customers would be to avoid Extra Energy at all costs.

chas1999

AbbieCadabra wrote: »

ok, so has anyone successfully managed to get EE to waive the exit fee due to their complete incompetence & lack of promised service?

I'm not sure that anybody has got a final bill never mind a waived exit fee. If anyone out there has then please say so.

E.On took over my gas supply on December 26th (electric was earlier) with me being in credit at EE by around £250 by my calculations.

I've phoned and emailed on numerous occasions. Emails don't even get an acknowledgement. Calls are usually answered promptly and courteously, but promises made are never kept.

The latest, over a week ago, said I'd been put on a "priority billing list" but I've heard nothing since.

The web site is not being developed which implies a lack of money. I seriously question the viability of this company.

One question: I've made complaints but how do you make these complaints "official"?

Resonate_1

molerat wrote: »

The calorific value variations can make a maximum difference of around £60 pa to the "average" bill but in the real world more like £15 so not enough to worry about. The CV figures used are in the public domain and easily applied to your own calculations.

I know you should not have to calculate your own bill but their contractual arrangement is to only produce a bill every 6 months, working it out yourself means there are no surprises around the corner.

I did ask them for the calorific value and he didnt know and could not tell me! That is interesting re contractural arrangement. Where in the contract does it say they will produce a bill every 6 months? They told me annually lol. I want a bill every month!