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

MABLE

bill-from-derby wrote: »

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!!!

Just enter your meter readings on this site and will work out the bill for you.

http://www.ukpower.co.uk/tools/smart_meter_calculator/electricity/11-SWEB

footyguy

MEMBER02 wrote: »

...surely they are required by law to abide to ombudsmans decision?

What was the resolution that you agreed with the ombudsman, and how is the supplier failing to abide by that? :huh:

Any organisation that is governed by the appropriate ombudsman scheme (and all residential energy suppliers are governed by the energy ombudman scheme) is obligated to abide by the decision of that ombudsman ... if the consumer has agreed to that in full and final settlement of the complaint
(the consumer is not obligated to accept the proposed settlement, but if they don't, the ombudsman will wash their hands of the matter and not ask the supplier to act accordingly)

If you have accepted the ombudsman's decision, but do not believe the supplier is acting in accordance with that decision, then you should contact your case handler involved without delay - you should have their direct contact details.

footyguy

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

See my previous comment above to another poster.

Why have you waited 5 months since the ombudsmans decision? They may time you out after such a long period.

How can you be charged early exit fees unless you had a final bill? :huh:

(Or do you mean a revised final bill, following the decision of the ombudsman?)

If a comparison site does not list all the suppliers & all their generally available tariffs (unless the supplier specifically requests otherwise) then that comparison site is useless. Unlike insurance comparison sites, some energy companies argued strongly in the past to ensure they are listed on all comparison sites (and Ofgem agrees with that argument)

adalancs

I was with EE from 27th June 2014 to 20/02/2015.Have phoned,and emailed without success to get final or any bill at all.I also sent monthly meter readings.Have been reading about the back billing code-it appears you cannot be charged for energy used more than a year ago if you have regularly requested a bill and sent regular meter readings.Is this correct?If so maybe I should keep quiet as it's nearly a year since I joined them!

naedanger

footyguy wrote: »

If you have accepted the ombudsman's decision, but do not believe the supplier is acting in accordance with that decision, then you should contact your case handler involved without delay - you should have their direct contact details.

Fat lot of use they (the Ombudsman) did in my case when my supplier (npower) failed to abide by the Ombudsman's ruling.

Peakstone

Oh I'm fed up of this company. Moved over to them in June last year. During the month of the move I had a log fire fitted and solar panels. Extra energy refused to take this into account and put an extra £25/month on my account.
I argued with them and they agreed to reduce to the payment my old comp was charging me as long as I gave them a metre reading every month for 3 months, they would then reassess me. After 3 months they said it would be 6 months - so I continued to input my readings for the following 3 months. I rang again - can't be reassessed unless I have an actual reading. So the date was arranged I waited in all day no1 turned up so I called another day arranged another day no1 turned up! I rang again and told them that I was stopping my direct debit unless I got a bill and was reassessed. They rang back. And reduced my monthly payment to 160/month still too much, so I paid that payment in February and have not paid them since. They emailed me and asked me why?
Told them I want a bill as in credit by £500 and my payment terms reduced and I would reinstate my direct debit. Otherwise I will be talking to the ombudsman. Hearn nothing - by my accounts I am still £350 in credit and will not pay them until I get a bill - then when I'm at a point that I've used up all my credit I'm off!!
Nothing but trouble - don't use them.

Minsterleycrab123

Despite promising to reduce my bills they increased my DD amount substantially over what I had been paying. Took a long while and a lot of effort to get it reduced to a sensible amount. Zilch customer service so happy to pay £50 to leave them. Still waiting for final bill and refund of overpaid money - something that can be done in minutes by hand. AVOID THIS LOT AT ALL COSTS.

horsewatcher

Rubbish company. I joined them in April 2014 and tried to get the promised 6 monthly bill. A bill eventually materialised in December, was incorrect, and only went up to July. I decided to change to EON as the tariff offered was the same as Extra Energy. In trying to get a final bill they decided to try to take all the money for all energy used since April, despite having received a monthly direct debit to cover all costs. Fortunately I had cancelled my direct debit with them as soon as I left, so they were unable to get the money. It was a shock to see this attempt appear on my bank statement. Fortunately they only owe me about £22, but I shan't be holding my breath.

footyguy

naedanger wrote: »

Fat lot of use they (the Ombudsman) did in my case when my supplier (npower) failed to abide by the Ombudsman's ruling.

I'm sorry to hear that was your experience..

If you need any advice as to how best to proceed, may I suggest you start your own thread, and do give full details

CarlArrow

I was pleased to sign up with Extra Energy as it was newcomer to the market. However, I like to be in control of my bills and spending, something that I just can't do with them even though I have an online account.
Having chased for months for a bill, I finally received one just for my electric, not for my gas. Not only that, but it only covered up to February even though I have been with them since October. Despite not having the total bill, they have upped my direct debit by £10 - not sure how they have managed to calculate that! I won't be renewing at the end of my 12 month deal.