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el-ten-eleven

I switched to EE when my SSE deal finished in October 2014.
However a change in job forced me to relocate and move house and I finished supply with EE (they could not supply the new property).


I started supply on 24/10/14 and finished on 21/12/14. I paid two months via DD debit.


To date and after various phone calls I have not received a final bill.


I provided closing meters readings on the 21/12/14 both online and over the phone.


When I enquire about a final Bill I'm told it's processing and will be released shortly. After reading this thread I'm not confident now.


I'm also not confident to switch back to them now I've managed to get the meters changed in the new property and am in a position to switch.


L-1011

chas1999

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 suggest you get out now. You are likely to be building up a credit balance over the summer months. Take the £50 hit and get £30 cashback by switching through the MSE energy club. I did this in December and the cashback has already been paid.

It's 57 days and counting since I requested a refund of overpayments estimated at around £250. They are not responding to my emails and I get false promises when I phone.

bondy01

chas1999 wrote: »

I suggest you get out now. You are likely to be building up a credit balance over the summer months.

My current thinking is to get out at the end of winter. Having done some calcs today I don't think I will be much (if any) in credit in a month or two. There are still no timescales when the problems will be sorted and I will gladly take the £50 hit. Having put the numbers into a comparison site today SP are well over 3 figures cheaper but the site assumes I will be going onto the standard tariff in Oct (which isn't going to happen).

extraenergy

el-ten-eleven wrote: »

I switched to EE when my SSE deal finished in October 2014.
However a change in job forced me to relocate and move house and I finished supply with EE (they could not supply the new property).


I started supply on 24/10/14 and finished on 21/12/14. I paid two months via DD debit.


To date and after various phone calls I have not received a final bill.


I provided closing meters readings on the 21/12/14 both online and over the phone.


When I enquire about a final Bill I'm told it's processing and will be released shortly. After reading this thread I'm not confident now.


I'm also not confident to switch back to them now I've managed to get the meters changed in the new property and am in a position to switch.


L-1011

Hello el-ten-eleven

Please email me your account number and MSE username to [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] and I will investigate this for you

extraenergy

chas1999 wrote: »

I suggest you get out now. You are likely to be building up a credit balance over the summer months. Take the £50 hit and get £30 cashback by switching through the MSE energy club. I did this in December and the cashback has already been paid.

It's 57 days and counting since I requested a refund of overpayments estimated at around £250. They are not responding to my emails and I get false promises when I phone.

Hello Chas1999

Please email me your account number and MSE username to [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] and I will investigate this for you.

extraenergy

Snowbelle wrote: »

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.

Good Afternoon Snowbelle

Please email at [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] your account number and MSE username and I will look into this for you.

extraenergy

youravinalarrrf wrote: »

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!

Good Afternoon youravinalarrrf

Please email [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] providing your account number and MSE username in order for me to investigate your query.

youravinalarrrf

extraenergy wrote: »

Good Afternoon youravinalarrrf

Please email [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] providing your account number and MSE username in order for me to investigate your query.

Information emailed as requested.

AbbieCadabra

i've just done an up to date calc for latest reads to see where i am, approx. £34cr at the moment. we're paying £91 p/mth & have been using roughly £126 per month whilst it's been cold, so it won't be long before we're building credit up now (hoping warmer days are just around the corner...).

good to see the Rep. active again, hardly surprising with all the new negative feedback i suppose. hearing that people are struggling to get their refunds fills me with dread somewhat!

Hern

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.


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, [EMAIL="customercare@extraenergy.com"][/EMAIL]

Evidently, basic literacy isn't included in the package bought by EE customers.