Add your feedback on energy supplier Extra Energy

bondy01

Stunned. I've got a bill and it covers exactly 6 months to early Nov when I sent some readings in. Well done EE. Just need to understand why my dd has been reduced by a 'mere' 28%. Me thinks this could be yo-yoing dd time a la edf because it is unlikely that I will use that much less energy.

extraenergy

bondy01 wrote: »

Stunned. I've got a bill and it covers exactly 6 months to early Nov when I sent some readings in. Well done EE. Just need to understand why my dd has been reduced by a 'mere' 28%. Me thinks this could be yo-yoing dd time a la edf because it is unlikely that I will use that much less energy.

Hello bondyo1

Please email me at [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] providing you account number and MSE username and I will investigate your query further.

Thanks

Grainne

Tara180

Disgraceful, so annoyed with Extra Energy. Left them in December, despite the new supplier sending them meter readings and after numerous phone calls , I have not received my final bill. I am £600 in credit with them. Anybody managed to get their money back from them yet?

ianG

Interesting thread. I have been attempting to contact them as the meter readings are incorrect and therefore I cannot enter new correct and up to date readings. Try phoning them you ask? Fat chance just hang on the phone forever.

What next? The contact us web form produces zero response so it looks like a black hole that consumes money and that is all.

gren05

Tara180 wrote: »

Disgraceful, so annoyed with Extra Energy. Left them in December, despite the new supplier sending them meter readings and after numerous phone calls , I have not received my final bill. I am £600 in credit with them. Anybody managed to get their money back from them yet?

As per my previous post....I have still heard nothing. No bill & no credit refunded. I finished with them in November & as per my previous post I have no response regarding resolving my complaint. Still owed £400 & still no sign of getting it.

They are now beyond a joke & I seriously would never touch them again or recommend them. In just 3 posts they have credit to the value of £1500 which is owed to 3 customers (inc myself)......Just imagine how much credit they are holding onto!!!!!!

I am now awaiting a response from the ombundsmen. I would suggest that other customers experiencing difficulties do the same.
The company is a shambles & cannot be believed or trusted.

chas1999

ianG wrote: »

so it looks like a black hole that consumes money and that is all.

The question is: Will the black hole ever spit it out again? I’m not so sure.

I’ve tried:

1. Replying to EE’s request on this forum to email them via their ‘blogresponse’. I got a reply from Grainne Roper the CS Rep 1 hour later “A member of the complaints team will contact you within the next 48 hours”. I’m still waiting approaching 120 hours later.
(There were several of these requests from EE. Did anyone get anything positive from them?)
2. Previously I’d contacted them via their “customercare” (there’s a misnomer for you) email address. I got a stock reply “aim to get back in 10 working days”. I’m still waiting.
3. I’ve tried several times over several weeks using their web form. There’s been no response from that whatsoever.
4. They do provide Freephone and 'Free on Contract Mobile' numbers. I’ve tried these several times. Always a prompt reply, very courteous rep, promises it will all be sorted out soon. I never heard a dicky-bird afterwards.

A number of people have asked if anyone has received any money from them. No-one has answered yes yet. They have difficulty producing any sort of a bill never mind a final one so what hope is there.

Why can’t they admit they have a billing problem, offer an apology, and give a realistic estimate of when it will be resolved? And not charging the exit fee would go some way to restoring customer relations.

MEMBER02

chas1999 wrote: »

The question is: Will the black hole ever spit it out again? I’m not so sure.

I’ve tried:

1. Replying to EE’s request on this forum to email them via their ‘blogresponse’. I got a reply from Grainne Roper the CS Rep 1 hour later “A member of the complaints team will contact you within the next 48 hours”. I’m still waiting approaching 120 hours later.
(There were several of these requests from EE. Did anyone get anything positive from them?)
2. Previously I’d contacted them via their “customercare” (there’s a misnomer for you) email address. I got a stock reply “aim to get back in 10 working days”. I’m still waiting.
3. I’ve tried several times over several weeks using their web form. There’s been no response from that whatsoever.
4. They do provide Freephone and 'Free on Contract Mobile' numbers. I’ve tried these several times. Always a prompt reply, very courteous rep, promises it will all be sorted out soon. I never heard a dicky-bird afterwards.

A number of people have asked if anyone has received any money from them. No-one has answered yes yet. They have difficulty producing any sort of a bill never mind a final one so what hope is there.

Why can’t they admit they have a billing problem, offer an apology, and give a realistic estimate of when it will be resolved? And not charging the exit fee would go some way to restoring customer relations.

Contact the ombudsman and write ee a letter

Tara180

gren05 wrote: »

As per my previous post....I have still heard nothing. No bill & no credit refunded. I finished with them in November & as per my previous post I have no response regarding resolving my complaint. Still owed £400 & still no sign of getting it.

They are now beyond a joke & I seriously would never touch them again or recommend them. In just 3 posts they have credit to the value of £1500 which is owed to 3 customers (inc myself)......Just imagine how much credit they are holding onto!!!!!!

I am now awaiting a response from the ombundsmen. I would suggest that other customers experiencing difficulties do the same.
The company is a shambles & cannot be believed or trusted.

Seriously, Isn't there anyway we can get our money back. How can they get away with this and still operate?
Has anybody tried citizen's advice bureau or going through their official complain procedure
The link (which I'm not allowed to post as I'm a new user)
is on their website home page under faq, complaints

edward123

Tara180 wrote: »

Seriously, Isn't there anyway we can get our money back. How can they get away with this and still operate?
Has anybody tried citizen's advice bureau or going through their official complain procedure
The link (which I'm not allowed to post as I'm a new user)
is on their website home page under faq, complaints

Send them a compliant LBC.

Tara180

I sent them both an email and a letter, waiting response. If it doesn't get resolved I will take it to the Energy ombudsman