Add your feedback on energy supplier Extra Energy

hoppytherabbit

Still waiting for my 6 month bill 7 months on. Even though I was promised it would be sorted over a month ago as a priority. This company is full of S**T. They give excuse after excuse but never come up trumps. Customer service promises the earth but never produces the goods.


For anyone thinking of switching to them I will help you now WARNING >> STAY AWAY FROM EXTRA ENERGY or you might regret it like me and many others found here in this thread. Website is all but useless and never works as it should and I have no idea at all where I stand bill wise. Customer service is a joke. We have had promises after promises from customer services be it via ringing them or via emails. They will tell you anything to get rid of you and ignore your emails.

Email from extra energy.

" I have put through your bill as a priority so it should be with you shortly "

One month on nothing ! And that's how they go on treating customers.


I would advise everyone to contact BBC Watchdog about this matter.

Maybe Jo Robertson would like to comment on the lack of progress seen by Extra Energy customers ?

Take a quick look at Jo Robertsons profile found freely on the internet. What a laugh this is to read.


Summary


I am the Head of Operations for new entrant into the energy supply market, extraenergy.

Having had the good fortune to join this company at inception, I have spent the last year or so developing the systems, processes and people to support ambitious growth plans.
The most exciting thing to be part of has been watching this company move from being a plan on a piece of paper, to a fully operational Energy Company, challenging the pricing and strategy of the existing market.

I have set up and have responsibility for a fully functioning Customer Service/Customer Contact Centre, Back Office Billing and Registration Teams and Credit and Debt Teams.

I am excited about the future of this company and the new challenges we will face moving it from set-up to an established challenger brand.


Experience

Head of Operations

March 2014 – Present (1 year 1 month)Birmingham, United Kingdom

In this exciting role I have had the challenging but rewarding responsibility of looking after all of extraenergy's customer interactions.

This started pre-customer in the company's lifecycle, when I wrote and developed the customer strategy for the business. Designing and developing the voice we wanted to present to the customer and developing an ethos of trust and integrity that was embedded into the recruitment of my key team members.

I have defined the requirements for each stage of the UK billing platform, writing our requirements in the early days and now signing off every requirement document that is produced to ensure it fits with our operating model.

Working closely with the developers I have watched these requirements transform into a billing system that delivers both the needs of the customer and of the teams who work with it. ( Really? )

However, that is not enough! Over the next 12 months I will work hard to develop and improve upon our technology with the lessons we have learnt since go-live.

But this has only formed a small part of my role. My teams since March have grown from zero to over 200 people, and this is set to double at least in the next 12 months.

I look after the Customer Service Contact Centre, which delivers a front line point of contact to our customers through telephone, email and online enquiries, over the next 12 months this will grow to include web chat and SMS.

My Back Office Teams look after the more complicated customer enquiries, and well as general account administration, including registration issues, billing, dataflow exceptions to name but a few.

The Credit and Collections Teams look after all things money, working hard to keep the cash flowing and supporting our customers when they need it in difficult economic times.

Moving from a business on paper to a fully functioning operation has been exciting journey. I have had to define and implement our budget, recruitment/training strategy and performance management measures.

MABLE

hoppytherabbit wrote: »

Still waiting for my 6 month bill 7 months on. Even though I was promised it would be sorted over a month ago as a priority. This company is full of S**T. They give excuse after excuse but never come up trumps. Customer service promises the earth but never produces the goods.


For anyone thinking of switching to them I will help you now WARNING >> STAY AWAY FROM EXTRA ENERGY or you might regret it like me and many others found here in this thread. Website is all but useless and never works as it should and I have no idea at all where I stand bill wise. Customer service is a joke. We have had promises after promises from customer services be it via ringing them or via emails. They will tell you anything to get rid of you and ignore your emails.

Email from extra energy.

" I have put through your bill as a priority so it should be with you shortly "

One month on nothing ! And that's how they go on treating customers.


I would advise everyone to contact BBC Watchdog about this matter.

Maybe Jo Robertson would like to comment on the lack of progress seen by Extra Energy customers ?

Take a quick look at Jo Robertsons profile found freely on the internet. What a laugh this is to read.


Summary


I am the Head of Operations for new entrant into the energy supply market, extraenergy.

Having had the good fortune to join this company at inception, I have spent the last year or so developing the systems, processes and people to support ambitious growth plans.
The most exciting thing to be part of has been watching this company move from being a plan on a piece of paper, to a fully operational Energy Company, challenging the pricing and strategy of the existing market.

I have set up and have responsibility for a fully functioning Customer Service/Customer Contact Centre, Back Office Billing and Registration Teams and Credit and Debt Teams.

I am excited about the future of this company and the new challenges we will face moving it from set-up to an established challenger brand.


Experience

Head of Operations

March 2014 – Present (1 year 1 month)Birmingham, United Kingdom

In this exciting role I have had the challenging but rewarding responsibility of looking after all of extraenergy's customer interactions.

This started pre-customer in the company's lifecycle, when I wrote and developed the customer strategy for the business. Designing and developing the voice we wanted to present to the customer and developing an ethos of trust and integrity that was embedded into the recruitment of my key team members.

I have defined the requirements for each stage of the UK billing platform, writing our requirements in the early days and now signing off every requirement document that is produced to ensure it fits with our operating model.

Working closely with the developers I have watched these requirements transform into a billing system that delivers both the needs of the customer and of the teams who work with it. ( Really? )

However, that is not enough! Over the next 12 months I will work hard to develop and improve upon our technology with the lessons we have learnt since go-live.

But this has only formed a small part of my role. My teams since March have grown from zero to over 200 people, and this is set to double at least in the next 12 months.

I look after the Customer Service Contact Centre, which delivers a front line point of contact to our customers through telephone, email and online enquiries, over the next 12 months this will grow to include web chat and SMS.

My Back Office Teams look after the more complicated customer enquiries, and well as general account administration, including registration issues, billing, dataflow exceptions to name but a few.

The Credit and Collections Teams look after all things money, working hard to keep the cash flowing and supporting our customers when they need it in difficult economic times.

Moving from a business on paper to a fully functioning operation has been exciting journey. I have had to define and implement our budget, recruitment/training strategy and performance management measures.

I left them at the latter part of last year but not because of poor service but purely on price. Ok the billing may be a bit erratic but it is easy enough to work out how much you owe and plenty of tools on the internet to assist you.

I am still awaiting my final bill but getting stressed about it will not help the situation.

Hern

hoppytherabbit wrote: »

Take a quick look at Jo Robertson's profile found freely on the internet. What a laugh this is to read.

Summary

I am the Head of Operations for new entrant into the energy supply market, extraenergy. Having had the good fortune to join this company at inception, I have spent the last year or so developing the systems, processes and people to support ambitious growth plans.

Prior to joining extraenergy, Ms Robertson's profile shows her to have spent more than 11 years with Npower. It seems not unreasonable to assume that she is now bringing to extraenergy all that which made Npower so loved by its customers.

hoppytherabbit wrote: »

In this exciting role I have had the challenging but rewarding responsibility of looking after all of extraenergy's customer interactions.This started pre-customer in the company's lifecycle, when I wrote and developed the customer strategy for the business. Designing and developing the voice we wanted to present to the customer and developing an ethos of trust and integrity that was embedded into the recruitment of my key team members.

Though not, it seems, designing and developing grammatical constructs.

hoppytherabbit wrote: »

I have defined the requirements for each stage of the UK billing platform . .

Delusional corporate speak gets no more loveable than this. "Billing platform" indeed -- though as this particular platform seems to be sinking like other oil rigs before it, it's maybe not that bad a description after all.

Anyway. Thanks, hoppytherabbit for providing this information; the Npower provenance of extraenergy's Head of Operations is most interesting to know.

Onbudsman

Following this thread like may others as I did not realise no bills would be sent out till the 6 month stage{small print got me}.
Not the end of the world as yes you can work it out yourself. Why should we though as many have already stated.
Currently awaiting my 6 month bill which should be this month {March}. Time will tell if this will appear or not, at this time im not overly confident that it will appear. I am currently £700+ in credit, and real usage is less as I had a new boiler installed, new carpets/underlay so I know im paying more than what I am actually using.

What I have noticed on EE website, which I have not yet had a reply about is the vanishing section to enter my gas meter readings. Electric is still accessible but no option for entering gas?

The 3 times I have contacted EE have not been great experiences. Twice after emailing the team via the contact form I have had to follow up with phone calls which were on average, took at least 30 mins to get through.

I would also have to question why MABLE seems to be defending EE and suggests moving on price only reasons. If you are stating that their customer service is good, can I just ask where your final bill is? If customer services are simply fobbing you off with sweet words of advice, this wouldn't suggest good service at all. Im not having a go MABLE, but if you left last year I would expect the account to be fully serviced and closed by now.

chas1999

One word is noticeable for its absence from Ms Richardson's profile - "successful".

It's now 66 days since I left EE, still counting and waiting for my final bill and refund of about £250.

I entered meter readings for E.On on Saturday, requesting a bill at the same time. That bill was there 3 hours later. I know E.On have had years to get it right but I think 12 months is plenty of time to produce a billing system. It's a pretty basic IT development.

I was asked to keep you up to date with my complaint to the Ombudsman. It went in and was acknowledged last Tuesday. More details including proof of emails to and from EE were requested and supplied on Saturday.

MABLE

Onbudsman wrote: »

I would also have to question why MABLE seems to be defending EE and suggests moving on price only reasons. If you are stating that their customer service is good, can I just ask where your final bill is? If customer services are simply fobbing you off with sweet words of advice, this wouldn't suggest good service at all. Im not having a go MABLE, but if you left last year I would expect the account to be fully serviced and closed by now.

Good point. I did receive an email last week advising the final bill had been produced. Great I thought. However it appears it was incorrect and withdrawn. I was assured they were on top of the situation. Not heard anything since.

gren05

Update on my Previous posts....

I finished my contract with EE at the end of Nov & have been pursuing them for my Final Bill as my A/c was showing in Excess of £400 credit .

I had an email from them last week saying that my Final Bill had been received from Germany & was going to be released. I emailed them again yesterday as I had still not heard anything. I will keep you updated. Ombandsman is involved I am now 2 weeks into the complaint.

MABLE

gren05 wrote: »

Update on my Previous posts....

I finished my contract with EE at the end of Nov & have been pursuing them for my Final Bill as my A/c was showing in Excess of £400 credit .

I had an email from them last week saying that my Final Bill had been received from Germany & was going to be released. I emailed them again yesterday as I had still not heard anything. I will keep you updated. Ombandsman is involved I am now 2 weeks into the complaint.

I understand with conversations between myself and EE before the bills are released they have to be checked for errors . Hence the reason mine was withdrawn.

chas1999

MABLE wrote: »

I understand with conversations between myself and EE before the bills are released they have to be checked for errors. Hence the reason mine was withdrawn.

Manually checking bills?? Has it been produced on a typewriter? They are having you on.

I worked in the IT industry for 40 years and even in the 1970's bills would not be checked manually after the system had become operational. Can you imagine the amount of work involved.

I did have an online bill from them. It's fairly well designed, contains all the right information, and the calculations are correct. So they do have an IT system that works, or at least it did.

The only problem was it was produced from my July meter readings not the October ones I entered prior to its production.

Their system currently shows me to be £600 in credit but that doesn't include usage since July. Fortunately they didn't take my December DD payment due 2 days after the switch.

MABLE

chas1999 wrote: »

Manually checking bills?? Has it been produced on a typewriter? They are having you on.

I worked in the IT industry for 40 years and even in the 1970's bills would not be checked manually after the system had become operational. Can you imagine the amount of work involved.

I did have an online bill from them. It's fairly well designed, contains all the right information, and the calculations are correct. So they do have an IT system that works, or at least it did.

The only problem was it was produced from my July meter readings not the October ones I entered prior to its production.

Their system currently shows me to be £600 in credit but that doesn't include usage since July. Fortunately they didn't take my December DD payment due 2 days after the switch.

I do not think they are having me on. I have looked at my history log on my EE account and see bills produced and then cancelled.