Add your feedback on energy supplier Extra Energy

youravinalarrrf

chas1999 wrote: »

(There were several of these requests from EE. Did anyone get anything positive from them?)

Since you mentioned it... NO!

Information requested from me by EE Wednesday 18-02-2015, 1:36 PM
Information provided by me to EE by email Wednesday 18-02-2015, 1:51 PM
No response or acknowledgement of my email was received from EE.

Finally on Friday 20-02-2015, 7.59 PM I received a badly punctuated email from one "Complaints Handler" stating that, yes you guessed it, a different "Complaints Handler" "would be in touch with me to get this resolved."

Now the question I along with everyone else would ask is why didn't the first "Complaints Handler" simply deal with my complaint and put my complaint on the pile marked resolved?

Since then... oh you guessed it again ...surprise, surprise the second "Complaints Handler" has not been in touch as promised. :mad:

If I was a cynic I might possibly be forgiven for thinking that Extra Energy is currently being run from a mud hut somewhere in a third world country.

bondy01

For those of you that have got a bill what do you think of the layout? I like the clarity on the first page but the fonts on pages 3 & 4 are too small IMHO. I also find that at the bottom of page 4 the writing on especially the black background difficult to read.

Surprised that my gas dd has been halved but I think I over estimated my usage by up to 7000kwh for reasons that I don't fully understand when I switched. Impressed if the algorithm to work out dd's picked this up.

dave_dph

Having discovered voice messages from the complaint handler on mom's mobile - the number I told the handler not to call, I've just phoned for an update. Our case has been moved to a different complaints handler and he will call me back shortly - I won't hold my breath!!! At least we are now no longer customers of this joke of a company and my calculations show that we are in debit - even if they don't charge the early cancellation charge. I just now want to know when the final (and only) bill will be received and whether they are charging the early cancellation fee.

I believe they have 32 working days to produce the final bill after a customer has switched supplier. Time will tell.

dave_dph

Hi bondy01

What area are you in and what cv figure is used in the gas unit to kwh calculaion?

bondy01

dave_dph wrote: »

Hi bondy01

What area are you in and what cv figure is used in the gas unit to kwh calculaion?

Yorkshire , imperial meter. cv39.7881 Imp to metric 2.8317 correction factor 1.02264 and divide by 3.6. 65 units becomes 2080.3 kwh.

chas1999

dave_dph wrote: »

I believe they have 32 working days to produce the final bill after a customer has switched supplier. Time will tell.

I've been waiting over 40 workings days, assuming working days are Monday to Friday, excluding Bank Holidays.

Personally, I think 32 days, i.e. more than 8 weeks, is excessive in any case.

I have today submitted my complaint to the ombudsman. I will point out I've never done anything like this before, I've never even written on a forum before. I've switched Gas & Electric a number of times with no problems whatsover except for my first switch which was from British Gas in pre-internet days. They too wouldn't pay me back my overpaid money. I've had nothing to do with BG since then.

Mikey17

Hello, I am with Extra Energy. I have started reading this thread today, with some alarm. I have sat down and worked out my reading. Boy did that take some doing. I appear to be owing them about £25. However come September when my contract ends, I expect to be about £200 + in credit.
If I switch now to Scottish power Uswitch says I can save £225, minus the £50 exit fees for EE, still a saving of £175.
So can you actually switch if you are owing your current provider. Many thanks in advance

edward123

Mikey17 wrote: »

Hello, I am with Extra Energy. I have started reading this thread today, with some alarm. I have sat down and worked out my reading. Boy did that take some doing. I appear to be owing them about £25. However come September when my contract ends, I expect to be about £200 + in credit.
If I switch now to Scottish power Uswitch says I can save £225, minus the £50 exit fees for EE, still a saving of £175.
So can you actually switch if you are owing your current provider. Many thanks in advance

Yes, you can switch when you want. Whether in credit or debit. But with EE, or with any suppliers in fact, I'd prefer to switch when in debit. You have done your calculations.....I'd switch.

chas1999

Mikey17 wrote: »

Hello, I am with Extra Energy. I have started reading this thread today, with some alarm. I have sat down and worked out my reading. Boy did that take some doing. I appear to be owing them about £25. However come September when my contract ends, I expect to be about £200 + in credit.
If I switch now to Scottish power Uswitch says I can save £225, minus the £50 exit fees for EE, still a saving of £175.
So can you actually switch if you are owing your current provider. Many thanks in advance

I have done this in the past with other companies without problems. So long as you don't cancel your direct debit they will collect what you owe through that.

Of course you will be trusting EE to collect the right amount when/if they can produce a final bill.

edward123

chas1999 wrote: »

I have done this in the past with other companies without problems. So long as you don't cancel your direct debit they will collect what you owe through that.

Of course you will be trusting EE to collect the right amount when/if they can produce a final bill.

Is it not so that any one who pays by DD and there is to be a change in a DD amount have to be told beforehand?