Add your feedback on energy supplier Extra Energy

Tara180

gren05 wrote: »

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.

That is excellent news! Hope you get your credit soon please let us know when you do

MABLE

Tara180 wrote: »

That is excellent news! Hope you get your credit soon please let us know when you do

Its a bit much when you have to practically beg for a final bill and refund. My contact in EE has now given up even acknowledging my emails.

I have tried being very positive but now I am feeling worn down by all this.

Tara180

It sure is draining, at least you got your final bill! It is a disgrace that such unprofessional company exists and is allowed to continue to operate and let people down

MABLE

Tara180 wrote: »

It sure is draining, at least you got your final bill! It is a disgrace that such unprofessional company exists and is allowed to continue to operate and let people down

Nearly got it but they had to withdraw it because it was incorrect.
The lesson from all this never, never pay by monthly dd and always pay by variable qtly dd in that way you only pay what you owe.

I have now changed and may be slightly dearer but pay on the bill.

Lesson learnt!

Tara180

MABLE wrote: »

Nearly got it but they had to withdraw it because it was incorrect.
The lesson from all this never, never pay by monthly dd and always pay by variable qtly dd in that way you only pay what you owe.

I have now changed and may be slightly dearer but pay on the bill.

Lesson learnt!

What? After all this time they produced incorrect bill ion Germany?? How was it incorrect? Is the ombudsman involved in this?

Biggles

I have no concerns with EE. I joined them in December; I haven't had a bill but I know my monthly DD is less than the cost of my energy (so far) so am quite happy with that arrangement and don't need a bill to tell me.

Mind you, I don't appreciate IE telling me their website certificate has expired and recommending I don't go there. I do anyway, obviously, but it should have been fixed.

MABLE

Tara180 wrote: »

What? After all this time they produced incorrect bill ion Germany?? How was it incorrect? Is the ombudsman involved in this?

I prompted them but said the figures on the bill did not correspond with my usage so they need to calculate manually.

I was hoping we could have worked this out between ourselves without going down the complaints route but my contact in EE has never given up on me.

Tara180

Biggles wrote: »

I have no concerns with EE. I joined them in December; I haven't had a bill but I know my monthly DD is less than the cost of my energy (so far) so am quite happy with that arrangement and don't need a bill to tell me.

Mind you, I don't appreciate IE telling me their website certificate has expired and recommending I don't go there. I do anyway, obviously, but it should have been fixed.

Good luck to you, it's early days yet! Hope you feel the same when you want to leave them or when you never receive a bill so don't know if you are in credit or not. Quite a few of us are in dispute with them over our rights to get our final bill and get back the money they owe us

chas1999

Tara180 wrote: »

What? After all this time they produced incorrect bill ion Germany?? How was it incorrect? Is the ombudsman involved in this?

I'm worried about this. No-one seems to be getting bills never mind refunds. As a former IT professional I'd be kicking !!! here and demanding and expecting my team get it right in 24 hours absolute max. It's a billing system for goodness sake. The calculations involved are not much more that x times y = z.

So what is happening? I can only think it's money, i.e. they don't have any. Or at least not enough to pay for refunds or IT.

So I can only suggest again - DON'T allow yourself to get in credit with this company. Get out now. Spring and summer are just around the corner when payments to them will be more than your usage.

Newcomers reading this DO NOT even think about joining them at this time.

As a PS, I got an email from EE as I was writing this. This morning I emailed their rep on this forum, Grainne, to say I'd taken my complaint to the ombudsman. Her reply:

"I am really sorry to hear that no one has contacted you regarding your complaint.

As a result of this I have now escalated your complaint to the highest priority in order to get this resolve as quickly as possible. Please be assured that your complaints handler is in the process of resolving this for you.

I will liaise with your complaints handler on Monday to ensure that you are provided with a call back."

I'm not assured. I've heard it all before.

Tara180

chas1999 wrote: »

I'm worried about this. No-one seems to be getting bills never mind refunds. As a former IT professional I'd be kicking !!! here and demanding and expecting my team get it right in 24 hours absolute max. It's a billing system for goodness sake. The calculations involved are not much more that x times y = z.

So what is happening? I can only think it's money, i.e. they don't have any. Or at least not enough to pay for refunds or IT.

So I can only suggest again - DON'T allow yourself to get in credit with this company. Get out now. Spring and summer are just around the corner when payments to them will be more than your usage.

Newcomers reading this DO NOT even think about joining them at this time.

As a PS, I got an email from EE as I was writing this. This morning I emailed their rep on this forum, Grainne, to say I'd taken my complaint to the ombudsman. Her reply:

"I am really sorry to hear that no one has contacted you regarding your complaint.

As a result of this I have now escalated your complaint to the highest priority in order to get this resolve as quickly as possible. Please be assured that your complaints handler is in the process of resolving this for you.

I will liaise with your complaints handler on Monday to ensure that you are provided with a call back."

I'm not assured. I've heard it all before.

It's all shambles. I complained to their complaint department and this is their reply:


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.


For god's sake, what is there to investigate? I want my final bill! They have the meter readings sent by my current supplier and surely even if they don't have a software (which I won't be surprised if they don't) they can calculate the bill manually. No need to send to Germany!


I sent them a reply, asking to give me time scales for their 'investigation'. They left a message on my phone which is not very clear, something about them phoning me again on the 20th . It takes two weeks???? They are just stalling, appalling service