Add your feedback on energy supplier Extra Energy

chas1999

Tara180 wrote: »

Hi
Have you heard from Ombudsman? Got your final bill? I have waited over 8 weeks for my final bill, no joy. Have complained in writing to their complaint department. If it doesn't get resolved, I will take it to the ombudsman as well. Please let us know if you get results.

I submitted my complaint 2 days ago but I've had nothing back other than an acknowledgement.

At post #895

MEMBER02 wrote: »

Im taking the energy ombudsman route,they advised me to send letter(recorded)give them 10 days to reply,if nothing they will take it on for me,i feel that emailing rep on here and calling cs is acheiving nothing

indicates a recorded letter may me required. I thought of sending one now but I indicated in the complaint that I have email proof of responses from EE. So maybe not hearing from the ombudsman indicates that they have forwarded my complaint.

I'll keep you up to date with any progress.

chas1999

MABLE wrote: »

I am awaiting my final bill but can not praise EE enough the billing manager has kept me informed all the step of the way and not with any kind of threats from me. I try to work with them rather than against them.

I've tried to "work with them" for over 9 weeks, always politely. It's pointless getting angry and often counter-productive. You are lucky to be getting feedback from them. No-one else here seems to be.

Maxwell007

All these EE horror stories, what does Mr. M.Lewis have to say about all of this hahaha,

I’ve had no issues with EE so far as all they do is take my cash every month, but Iv hurd enough to say I’m going to leave after i see my meythcal 6months bill in 2months time,

Like someone said before, its better to leave when in debit and not in CREDIT. . .

Tara180

MABLE wrote: »

I am awaiting my final bill but can not praise EE enough the billing manager has kept me informed all the step of the way and not with any kind of threats from me. I try to work with them rather than against them.

Hope you get your final bill soon. what does the billing manager say about the reason for the hold up and how did you get hold of him in the first place please?

davethorp

Tara180 wrote: »

So did you ever receive your final bill??

Give them chance. I only left today. Most companies would struggle to generate a final bill in that time. Extra Energy have zero chance!

Tara180

davethorp wrote: »

Give them chance. I only left today. Most companies would struggle to generate a final bill in that time. Extra Energy have zero chance!

Good luck! Sainsbury's don't have good reviews either. I was going to switch to them but cancelled after seeing the reviews and the struggle with EE to get my money back

gren05

Tara180 wrote: »

Good luck, please let us know what happens. I haven't had any written response to my complaint (what a surprise!), the automated reply from complaints email promised to get back to me in 10 working days.
blog rep said:
As we have already emailed our billing department requesting this information, I have now raised a formal complaint on your account. This will mean you will be assigned a complaint advisor who will push this request for you and finalise your account as quickly and efficiently as possible.


After 10 days I will take it to the ombudsman

Good Luck!!......This was exactly what I was told 6 weeks ago. That they had raised a complaint on my account. They then told me that when a complaint was raised against your account it HAD to be settled with 48 hours!!!....Guess what 6 weeks later & still nothing!!......Next they will tell you that they have asked Germany to release your Bill !!! Same Old...same old....!!!

Also anyone saying that it is better to work with them then against them....you are having a laugh. ....I ended my contract at the end of Nov...EDF gave them all my readings .

For the first 6/8 weeks I have been nothing but polite . At the time not knowing what was yet to come !!

It is there lies that I cannot take. No one is accepting responsibility & taking control of my account & keeping me in formed. After being promised last week that they physically had my final bill in hand & that it just needed to be checked & authorised for the refund & that I would have it in 24 hours is what gets me !!!!

8 days later & nothing not even a phone call!!

I called them Wednesday & was told that the Senior advisor that was handling my account was not in. They promised to get him to call me by 11 0'clock yesterday...& guess what nothing , so yet again I have to call them.

It is disgusting that after 14 weeks I cannot get a Final Bill & any credit refunded . All those that are being positive good luck & I shall follow this post with interest to see if your comments change as like me your led down 'The Garden Path' !!....

I have complained to the Energy Ombundsman a week ago ...so awaiting a response.

I will keep you all informed as to whether I ever get a refund as my account is in excess of over £400 credit.....

davethorp

To be honest I'd be more than happy for them to take their time generating a final bill. Chances are I'll be in slight debit as I've only been with them over winter and if it takes them longer than 12 months to generate it they can't back bill me!

Tharweb

I have been with EE since April last year (Fixed saver v2 September iirc). I got my first bill on 14 Feb 15 showing I was £500 in credit but I knew this wasn't correct as they had only used estimated readings from April 14 to August 14, so I rang them to query the bill.

I got through to them quite quickly and gave my present reading to the CS rep. He went away and did a recalculation and told me that from the readings I gave, he calculated that I was actually £78 in debit, so I was on track. (I had calculated that I was £93 in credit). I asked if I would be getting a further more accurate bill and he said no, and that my next bill would be issued in 6 months.

I received an alert from Cheap Energy Club this week, advising I could save ~£160 by leaving. It would cost me £50 to leave but this would reduce my outstanding credit (from reading this thread, goodness knows how/when I'll get that back) and I also get £30 cashback for the switch.

NPower were the cheapest longest fix without exit penalty, but reading the comments on their CS, I decided against it and decided to go with Co-op, who do charge an exit penalty but have an equally long fix offer.

If anyone actually manages to get a refund from EE, would they please let everyone on here know, thanks.

Hern

davethorp wrote: »

To be honest I'd be more than happy for them to take their time generating a final bill. Chances are I'll be in slight debit as I've only been with them over winter and if it takes them longer than 12 months to generate it they can't back bill me!

For folks who may not fully understand "back billing", here's the OFGEM link:

https://www.ofgem.gov.uk/ofgem-publications/64010/back-billing-leaflet-2012.pdf

It would be interesting to know if the two people who presumably represent extraenergy's entire workforce have had the time -- amongst all the other hats they simultaneously wear as senior advisers / customer service supervisors / customer service agents / billing supervisors / accounts clerks / IT managers / admin assistants -- to fill in an application form to enroll ExtraEnergy in the UK's trade body for energy suppliers, an organisation whose dedication to best practice is a principle by which all abide. Allegedly.

In any event, ExtraEnergy's continuing non-appearance in UK Energy's membership list may perhaps be thought by some to be less than confidence-inspiring:

http://www.energy-uk.org.uk/about-us/about-our-members/alphaindex/e.html