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

fussypensioner

There seems to be 2 threads on the subject of Extra Energy, anybody accessing this thread will only see a couple of pages of feedback when on the other thread there are 85 pages of (negative) feedback.

Can't they be merged together!

kinmel

There is no Customer Service Department at Extra Energy, they have a "customer handling team", whose sole aim is to get you off the phone so they can then quickly get rid on the next customer, ad infinitum.

I have been a customer since mid June 2014 and despite supplying monthly meter readings I have never received a bill.

Because I cost my utilities in a monthly spreadsheet, I know that the amount due on the account all but equals the credit balance.

What is more, since February I have been under the care of the "priority billing section". Phone calls and emails get promises that simply disappear. Constant complaints to customer services are not considered to be "official complaints" and unless you specifically say those magic words, it will never become an official complaint; no matter how often you rant.

Now for the good news, I have been very careful to ensure that I meet the criteria for Back Billing . After two more weeks, any bill can only be backdated for 12 months and so for every day after that without a bill, the earliest day becomes non-payable. Day after day, after day. :T

My current fixed tariff ends on 30th September and anyone can switch away without penalty at any time in the last 42days of the contract. If I don't receive a bill, I will stay for ever.

However, once I get a bill, I will switch as soon as the 42 days limit is passed.

Let's hope their past performance is maintained for months.

Grasvenor

ExtraEnergy is the worst energy company I've ever dealt with. They have only issued me with one bill since I joined and having left in March 2015, I haven't received a final bill (it's now mid June). I was hundreds of pounds in credit when I left. I put in an official complaint but after they tried me a couple of times when I was at work, they gave up. So their complaints system doesn't work. The 'Bethany' that I was told would contact me may not exist, is incompetent, or totally overworked.

So, unless you are a total idiot, don't join them. They will take your money but that's it. If you complain, they will always be nice and offer to help, but these are all lies. I was promised a final bill on several occasions that never turned up. Call handlers are all surprised that bills don't get issued. I now ring once a week but nothing works. They are hopeless, incompetent, disorganised. The worst company ever. You have been warned.

MABLE

I think the mission of the customer service guys is to give you excellent lip service and get rid of you as quickly as possible. Job done!

MABLE

kinmel wrote: »

There is no Customer Service Department at Extra Energy, they have a "customer handling team", whose sole aim is to get you off the phone so they can then quickly get rid on the next customer, ad infinitum.

I have been a customer since mid June 2014 and despite supplying monthly meter readings I have never received a bill.

Because I cost my utilities in a monthly spreadsheet, I know that the amount due on the account all but equals the credit balance.

What is more, since February I have been under the care of the "priority billing section". Phone calls and emails get promises that simply disappear. Constant complaints to customer services are not considered to be "official complaints" and unless you specifically say those magic words, it will never become an official complaint; no matter how often you rant.

Now for the good news, I have been very careful to ensure that I meet the criteria for Back Billing . After two more weeks, any bill can only be backdated for 12 months and so for every day after that without a bill, the earliest day becomes non-payable. Day after day, after day. :T

My current fixed tariff ends on 30th September and anyone can switch away without penalty at any time in the last 42days of the contract. If I don't receive a bill, I will stay for ever.

However, once I get a bill, I will switch as soon as the 42 days limit is passed.

Let's hope their past performance is maintained for months.

My mum is coming up to her 13th month and never had a bill yet.

[Deleted User]

kinmel wrote: »

Now for the good news, I have been very careful to ensure that I meet the criteria for Back Billing . After two more weeks, any bill can only be backdated for 12 months and so for every day after that without a bill, the earliest day becomes non-payable. Day after day, after day. :T

Interesting

Currently I owe EE money ~£100. Engineered it that way from the beginning with a low DD. At some point later this year I will start to build up a credit. Never had a bill or been asked for a meter reading so am very interested in the back billing rule.

Not only the lowest price in the market for me but some usage could may also be free?

Sounds to good to be true

Razoo

I joined ExtraEnergy in May 2014. As usual with a new company, I tested out their Customer Service with several telephone calls before I agreed to transfer. At that time their customer service was fine. The phone was answered quickly, and so were my questions. I had more trouble getting Santander to recognise ExtraEnergy as a bona fide energy supplier and pay cashback through my 123 account on the direct debit (Santander are paying the cashback now).


I've now been with ExtraEnergy for nearly 14 months and have yet to see a statement. I did receive an email saying that my annual statement was available online, but I cannot access my account to read it. Their website insists my account doesn't exist.


I have sent two emails to ExtraEnergy asking them to resolve the issue - both emails have been ignored, although at best it seems they take at least 10 working days to reply.


I'm going to try telephone them, but it seems it may be time to cancel the direct debit and move on.
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Razoo

Razoo

Razoo wrote: »

...I did receive an email saying that my annual statement was available online, but I cannot access my account to read it. Their website insists my account doesn't exist.
Razoo

I've managed to get onto my ExtraEnergy webpage by re-registering. The statement that has just become available is actually my six-month statement for November 2014, not annual. So it takes ExtraEnergy seven months to issue a statement! I seem to be £22.48 in credit, so not too serious.
____
Razoo

Bogbean

I've just managed to get my first bill from EE having joined them in Oct via the NHS big switch and left them in April.

I'm staggered to find that my £400 credit is apparently half of what I owe them!!!!!!! Now they have the pleasure of debiting me for nearly £400 more. Bet they'd kick up if I was as slow to pay them as they've been to bill me.

I submitted regular readings but didn't know I was so much in debt as they never provided a bill, even after the 6mths they claim to. Maybe I should be smart enough to work out my exact figures but I've never needed to until now!

They are beyond reproach.

chas1999

Bogbean wrote: »

I submitted regular readings but didn't know I was so much in debt as they never provided a bill, even after the 6mths they claim to. Maybe I should be smart enough to work out my exact figures but I've never needed to until now!.

If gas is included in you bill you should expect this if you joined in October. It would happen with all companies. My gas usage costs about £100 per month December to Feb but only £10 May to August. Your DD would have been 12 months total usage divided by 12.

EE T&Cs says bills every 6 month so no surprise there also. Though you're lucky if you get one in 12 months.

And don't think of leaving them when you're in credit. It took me 5 months and a lot of hassle to get my refund after I left.