Add your feedback on energy supplier Extra Energy

Victor_Delta

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.

If you look at earlier posts on this and other threads you will see that they are having to manually check them to avoid 'the system' automatically setting the subsequent DDs too high.

Why they have this problem and why it hasn't been fixed by now (they've had several months to do it so far and it's not rocket science after all) is quite beyond me but it's the reason they have a large backlog at present.

It certainly raises questions for me about the competence of Extra Energy's management...?

chas1999

Victor_Delta wrote: »

If you look at earlier posts on this and other threads you will see that they are having to manually check them to avoid 'the system' automatically setting the subsequent DDs too high.

Why they have this problem and why it hasn't been fixed by now (they've had several months to do it so far and it's not rocket science after all) is quite beyond me but it's the reason they have a large backlog at present.

It certainly raises questions for me about the competence of Extra Energy's management...?

Final Bills don't need to be checked for subsequent DDs and there are several of us on this forum (including MABLE) waiting for them, some of whom have been waiting for 3 months or more.

davethorp

Just wondering what some of the other people who have left Extra Energy's experiences are with the direct debits? Do EE stop taking the regular monthly payments once you have left them?

Given EE's inability to organise more or less anything to do with billing and the total lack of any information to suggest I've left them in my account, I'm wondering if I should cancel the DD so I don't end up with 2 payments taken out by EE (my old supplier) and Sainsburys (my new one)

chas1999

davethorp wrote: »

Just wondering what some of the other people who have left Extra Energy's experiences are with the direct debits? Do EE stop taking the regular monthly payments once you have left them?

Given EE's inability to organise more or less anything to do with billing and the total lack of any information to suggest I've left them in my account, I'm wondering if I should cancel the DD so I don't end up with 2 payments taken out by EE (my old supplier) and Sainsburys (my new one)

My official final dates with EE were Dec 11 (electric) & Dec 25 (gas). My DD dates were the 28th of the month. So taking account of the bank holidays the DD due date was the next working day after I left.

They didn't take the money then and have taken nothing since so there is something they can get right.

I didn't want to cancel the DD as I think the refund (if I get it) will be paid that way. I don't want to give them the excuse of further delay because their cheque-writing system isn't working.

I guess it's possible that taking payments after termination of contract is illegal.

davethorp

Thanks for the reply. I'm likely to be in debit with them as I was only with them over winter so I might cancel it still anyway just to put my mind at ease and I can happily pay them by card or cheque if and when they generate a final bill (assuming said final bill doesn't fall foul of the backdating rules if they take too long generating it)

MABLE

davethorp wrote: »

Just wondering what some of the other people who have left Extra Energy's experiences are with the direct debits? Do EE stop taking the regular monthly payments once you have left them?

Given EE's inability to organise more or less anything to do with billing and the total lack of any information to suggest I've left them in my account, I'm wondering if I should cancel the DD so I don't end up with 2 payments taken out by EE (my old supplier) and Sainsburys (my new one)

As soon as I left them they stopped claiming the direct debit payments. All I want is my final bill and any credit paid back to me.
Is it too much to ask!

allan_lindsay

I would not recommend Extra Energy - Yes they may be a good Competitor to the major suppliers but they do not know what they are doing. We recently nearly had a fire in our House caused by the fuse Box, British Gas removed the main 400 amp fuse from the meter for safety reason and We had to fight Our supplier Extra Energy to come and have it put back in ( it is the responsibility of the supplier to have the fuse put back in ) gladly this was put in 24 hours later, They do not return calls, they do not answer complaints and were rude to British Gas when they tried to resolve it with Extra Energy. Monthly Meter reading are done and input to our account online and yet we still do not have a bill generated - Look at a supplier that know how to run a business.

gren05

Finally I have received a bill after 16 weeks . It has been a relentless slog !! Contract ended with EE 23rd November 2014

So many lies & false promises on there part. The worst company I have ever had dealings with. They really do not know what they are doing.

The bill was released by Germany 2 weeks ago but could not be sent to me as needed to be checked??????

I will go through it now to make sure it tallys with the EDF readings. The Bill Shows that I am in credit .....it suggests that I will receive my credit in my account on the 15th March..........We shall wait & see. Watch this space.

Tara180

To continue my story with EE, I officially complained to them. Got an automated message straightaway and after 3 days I got an email:


Thank you for contacting ExtraEnergy. We aim to provide excellent customer service and we are sorry that you are currently experiencing problems.
Your query has been passed to our Complaints Management Team and I have been assigned to help resolve your query.
I am currently investigating the matter in regards to your complaint. I will investigate this matter further and once I receive more information I will get in touch with you at the earliest opportunity.

If you need to get in contact with me, you can do so by emailing me at [EMAIL="feedback@extraenergy.com"]feedback@extraenergy.com[/EMAIL] or by calling on 0800 953 4774 or 0330 303 4774.

Free, independent advice is available to you
Please note, after 8 weeks you have the right to refer this complaint to the Ombudsman Services: Energy. Their contact details are:

...
So basically they have covered themselves for another 8 weeks. I'm not likely to get any resolution but have to wait 8 weeks before taking it to ombudsman which takes another number of weeks. In the meantime my account is £600 in credit. They are having a laugh and still operating! What a disgrace

chas1999

Tara180 wrote: »

So basically they have covered themselves for another 8 weeks. I'm not likely to get any resolution but have to wait 8 weeks before taking it to ombudsman which takes another number of weeks. In the meantime my account is £600 in credit. They are having a laugh and still operating! What a disgrace[/COLOR]

That's almost the same story as mine but I took the 8 weeks to be from my initial contact with them - my telephoned request for a refund on Dec 29.

I sent my complaint to the Ombudsman (OBM) on Feb 24 and it seems to have been accepted. Today I got an Official OBM Form to sign and email back. They will forward that to EE. The OBM letter with the form says:

"We aim to resolve your complaint within six to eight weeks from the date we receive your signed complaint form."

I suggest you complain to the OBM asap.