Add your feedback on energy supplier Extra Energy

rogcal

I know I've said this on this forum on previous occasions but why oh why didn't people sign up for the "payment on bill" option rather than DD.

Keeping an eye on your monthly consumption and putting money to one side to cover the cost of a 3 monthly bill is not rocket science and you only pay for what you use.

No hassle with under/over payments and when you switch to another supplier you only pay for what you owe on the switch date when the final bill arrives for payment.

I get the feeling that paying by DD for energy has become an accepted method with consumers because it removes the need for people to worry about budgeting ahead for forthcoming bills and the energy companies just love that as it gives them a regular cash flow with no concerns over people falling to pay on time.

OK there are some things I am happy to pay by DD but they are the things that are on fixed price contracts such as phone/internet/mobile phone and you know what the cost will be each month for the foreseeable future and no worries about paying to much or to little.

Yes, I pay a little extra to Extra Energy by way of a slightly higher daily standing charge for choosing the "payment on bill option" but it is well worth it if it gives me control of my money rather than them!

rogcal

Maxwell007 wrote: »

Question is ANYONE HAPPY WITH EE ?!?!
IS Anyone going to stay with EE ?!?!
My deal ends in oct 2015 i hope to get a bill in two months or so, they take the cash every month and give me duel fuel simple & im not really not too bothered with there web site, but i fear im going to have a few issues later if i choose to leave them for a better deal ?!?!

If EE have a competitive deal in September when my deal ends I shall stay with them.

I've got all the earlier problems sorted out to my satisfaction and have the phone numbers of the people at EE who get things done, so why possibly subject myself to a fresh load of problems if I jump ship at the end of the year for another supplier who may also cause problems for me.

The problems that some people have experienced with EE over the last 10 months or so will not continue forever and hopefully they will get their act fully together during 2015!

Rolandtheroadie

Just phoned them to get a smart meter fitted as I'm installing solar.

No smart meter and they dont support solar (meaning the FIT payments).

Back to one of the big 6 it is then.

skyanjel

extraenergy wrote: »

Thanks for the suggestion rogcal. extraenergy is now officially represented on this forum and we're ready to respond when needed.

rogcal wrote: »

I've suggested to Extra Energy that it might be helpful if they have a customer services representative here on the forum to monitor the threads/discussions for any negative responses and have them step in and hopefully resolve any issues we may begin to experience.

Great to hear this, as I'll now change over to Extra Energy. Have had 6 months of HELL with npower, I am so upset with their inadequacies on my account, 6 months on they still have not sorted out a simple direct debit! :eek:
So... Extra Energy prices look great ... now praying all goes smoothly:A

Maxwell007

skyanjel wrote: »

extraenergy wrote: »

Thanks for the suggestion rogcal. extraenergy is now officially represented on this forum and we're ready to respond when needed.



Great to hear this, as I'll now change over to Extra Energy. Have had 6 months of HELL with npower, I am so upset with their inadequacies on my account, 6 months on they still have not sorted out a simple direct debit! :eek:
So... Extra Energy prices look great ... now praying all goes smoothly:A

:rotfl:

davethorp

skyanjel wrote: »

extraenergy wrote: »

Thanks for the suggestion rogcal. extraenergy is now officially represented on this forum and we're ready to respond when needed.

Great to hear this, as I'll now change over to Extra Energy. Have had 6 months of HELL with npower, I am so upset with their inadequacies on my account, 6 months on they still have not sorted out a simple direct debit! :eek:
So... Extra Energy prices look great ... now praying all goes smoothly:A

Have you read the rest of this thread?

Snowbelle

Guys you need to keep a close eye on you usage and ensure you do not build up any credit if you are considering changing soon or even come Sep/Oct. I have contacted EE explaining that I am still in credit and still no bill and the fact that we will soon be going into warmer months (hopefully) and that I either want a reduced DD or a refund. I have been told they have no way of refunding and as for reducing my DD I have been told they cannot do this until I get a bill.
I am just going to keep on at them till I get a bill and get the DD reduced.

you_llneverwalkalone

Below is the response off EE to the email I sent regarding no bills received in ten months & the possibility of leaving EE penalty free. Also no acknowledgement to the formal complaint I also made. It had taken them a week to respond. The sooner September arrives the better so we can leave EE.


Good Morning,

Apologies for the delayed reply in regards to your query.

At extra energy we are guaranteed to send a bill once every twelve months to our customers, however we do try an aim to release a statement once every six months for our customers .If you register to the online portal bills will appear once released on there.

In regards to the credit your viewing on the account this resembles the payments you have made whilst being on supply, once we issue you an invoice we will compare this to your usage and make the changes to the amount you pay if necessary.

If you would still like to discuss this with an advisor please contact us on 0800 953 4774

Below is a copy of our terms & Conditions on payments:

3.0 Payment methods and statements
3.1 Payment methods
You agree to pay by Direct Debit every month in advance. If you choose
any other payment method there might be a price increase.
You will receive statements from us detailing your energy usage at
least once per year unless we tell you otherwise;


Kind Regards


Laura Levermore
Extra Energy
customercare@extraenergy.com

AbbieCadabra

you_llneverwalkalone wrote: »

Below is the response off EE to the email I sent regarding no bills received in ten months & the possibility of leaving EE penalty free. Also no acknowledgement to the formal complaint I also made. It had taken them a week to respond. The sooner September arrives the better so we can leave EE.

i'd email back & say that they haven't addressed all the points raised & you want to make an official complaint.

i still wouldn't hold out much hope though as i don't think EE are going to be winning any customer service award any time soon. it appears that they've been selling to business customers for a while, how they've got it so wrong on the consumer side now, i have no idea.

if i leave now, even paying the £50 exit fees, i can still save approx £120 per year - but this is with Npower (awful feedback) or Sainsburys (possibility of having to pay a large deposit, even if no credit history problems). what to do?!

youravinalarrrf

you_llneverwalkalone wrote: »

Below is the response off EE to the email I sent regarding no bills received in ten months & the possibility of leaving EE penalty free. Also no acknowledgement to the formal complaint I also made. It had taken them a week to respond. The sooner September arrives the better so we can leave EE.

You must count yourself lucky to have received any reply at all from these jokers. :mad:

Extra Energy seem to have an inbuilt death wish and, as you say, the sooner September arrives the better......of course that does assume that they will still be in business come September?

As posted previously 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 to justify the changes being made by them. The promised response from their Billing Manager has still 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[FONT=&quot] other than the standard "We will review your enquiry and aim to get back to you within 10 working days".[/FONT]

Oh no yet another lie! Yeah right! :mad:

To be fair the Extra Energy reps on here were doing their job properly for a short period of time but are now about as much use as a chocolate teapot rarely visiting the forum any more and when they do they are being very selective with the queries they do pick up on. They may even pass your query up the food chain only for it to be ignored further up the line.

That's disgraceful behaviour by any supplier and their actions (or more correctly their inactions) will not be tolerated and will be reported to the Ombudsman in due course should no reply be forthcoming!