MSE News: 'I'm almost £900 in credit with Extra Energy but it's unable to send bill'

Former_MSE_Paloma

Extra Energy is to begin sending bills on a quarterly basis rather than every six months, following billing complaints ...

Read the full story:

'I'm almost £900 in credit with Extra Energy but it's unable to send a bill so I can't pay what I owe'




Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, read our New to Forum? Intro Guide.

Cisco001

Will definately leaving once 12 months end.
joining since Aug last year, never have a bill.

Try to call their customer service, no one pick up the phone.

Try to contact them through their website right now. And following message pop up

"The site is currently not available due to technical problems. Please try again later. Thank you for your understanding. (500)"

chanz4

This is because the ex npower management that were made redundant are running it!


dope

chas1999

MSE_Paloma wrote: »

ExtraEnergy is to begin sending bills on a quarterly basis rather than every six months, following billing complaints ...

Read the full story:

'I'm almost £900 in credit with ExtraEnergy but it's unable to send a bill so I can't pay what I owe'




Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, read our New to Forum? Intro Guide.

There's already an ExtraEnergy thread with over 1600 posts from dozens of different posters complaining about them - https://forums.moneysavingexpert.com/discussion/4924424

Complaints are:

No-one who has left them in credit appears to have had a refund. That includes me who has been waiting for over £200 from them since December.
Many have had no bills for up to 12 months never mind 3 months.
The bills that people do have are months out of date when they arrive and often have the wrong meter readings.
Unexplained increases in Direct Debit amounts.
Unauthorised DD payments.
Charging exit fees when changing to another EE tariff.
Customer Care (there's a misnomer!) is courteous but what they say is nothing but lies and promises that are never met, in many cases over and over again.
Web enquiries are ignored.
Emails are ignored.

footyguy

Hi MSE Paloma

As part of your journalistic investigations, have you looked into how Forum user Icelady currently finds herself in £900 credit?

That's about the average annual dual fuel bill (if the user has chosen a cheap option)

So is this 'credit' simply because the user has not had any bill for a year?
Of course, she would have used some energy, probably about £900 worth if her initial estimations were correct when she applied (assuming this was 12 months ago)

I don't follow why Forum user Icelady says she wants to pay what she owes? Your report suggests she has already paid the supplier £900 which has not been billed yet.

[STRIKE]
If she's really worried, as an offer of goodwill I will, if she gives me the full details tell her what she owes or is owed.

What I need is:
1. Start meter readings & date of switch
2. Current meter readings
3. Type of gas meter, metric or imperial
4. Details of her current tariff she agreed to (e.g. unit costs, standing charges, etc)

If she is on dual fuel & willing to provide me with an indication of her location, this will allow to me better calculate her position, but if not, don't worry, the calculation will still be quite accurate.
[/STRIKE]

Edit: unfortunately having reviewed this user who joined MSE in 2008, her posting pattern, and content of recent posts (well all of them really, she has only made 6), in particular issues she and her daughter have with her previous energy supplier too (co-op), I have decided on this occassion to withdraw the above offer of support.
Also, if I am to believe the content of her posts, she has also raised some serious issues with Lloyds bank (although she may not currently realise that)

dld2s

I have posted about them on other thread about trying to get a bill from them for around 5 months months(I have been with them nearly 12months) also government refund credited, then debited, now dissapeared altogether, I have called, sent mail through their online contact form and also to customer service asking mainly about when I will receive a bill, was told I was priority when I called, no relies to any mails.

At the moment I am £2123 in credit, I am not sure how much I owe them, but think I may be in credit by between £300 to £500, to be honest I dont actually mind being in credit, but I would like to know exactly what I owe.

Like others I will most probably be leaving them when my contract is up in September, even if they still come up as cheapest, to be unable to give me a bill and being ignored is not good customer service whatever Extra Energy say, also Ben Jones has got to be kidding himself, or is being hoodwinked by his staff if he truly belives his comment "When we identify errors we work hard to fix them."

Damka

They are an awful company - joined via MSE energy club, no communication prior to switch, no answer to numerous emails before and after switch, MD ignores emails, no communication with previous supplier, no communication with new supplier when I left them!

Went to ombudsman who found in my favour and ruled against early exit fees - I've never received the apology letter that the ombudsman asked for and after I left 5 months ago I have not received a final bill.


COMPLETE LIARS AND UNFIT TO EVEN BE LISTED BY MSE IN ENERGY COMPARISONS

MEMBER02

Damka wrote: »

They are an awful company - joined via MSE energy club, no communication prior to switch, no answer to numerous emails before and after switch, MD ignores emails, no communication with previous supplier, no communication with new supplier when I left them!

Went to ombudsman who found in my favour and ruled against early exit fees - I've never received the apology letter that the ombudsman asked for and after I left 5 months ago I have not received a final bill.


COMPLETE LIARS AND UNFIT TO EVEN BE LISTED BY MSE IN ENERGY COMPARISONS

Ive recently had the ombudsman rule against ee very similar to your case,just received this message from ee
Dear *******


Following your email we are in the process of getting a bill created for your account.

You should receive a bill within the next week.

Please accept my apologies in the delay in getting this actioned.

For any further queries please call our Customer Service Team on 0800 953 4774.

***********
extraenergy
0800 953 4774
absolute joke of a company,surely they are required by law to abide to ombudsmans decision?

MABLE

They are unable to produce a bill after 11 months let alone 6 months for my mum.

MABLE

chas1999 wrote: »

There's already an ExtraEnergy thread with over 1600 posts from dozens of different posters complaining about them - https://forums.moneysavingexpert.com/discussion/4924424

Complaints are:

No-one who has left them in credit appears to have had a refund.
unquote

Except me. I did get my refund about month ago.

bill-from-derby

Swapped to EE over a year ago. Put my readings in religiously every month. Eventually got a bill in November, but it only took my expenditure to July. Clearly, it is impossible to check anything if you get no feedback. Decided to swap to Sainsburys in Feb as I was getting nowhere with EE despite phone calls and Emails. I am over £900 in credit, but have no idea, still, if I owe them or they owe me!!! Sainsburys seem great in comparison, despite one or two initial hiccups. EE should really get their act together. One bill in a year and a half and still I've no idea if they were good or bad!!!