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

Mark_Scott

Hello All

Similar to the majority of people on this site I'm finding EE an utter disgrace.

Joined on a Fix Sep 16 Tariff and now over £1,100 in credit.
In May 2015 there was a bill for £92, but this was quickly credited.
Therefore nothing has been invoiced at all against my duel fuel bill in 10 Months.
Now preparing to look at alternatives but feel its dangerous to do so before receiving a bill.

I would really appreciate it if anyone has anything positive to say regarding receiving a bill or resolving the issues or if any of the forum can support in giving some guidance

This company appear to be an utter disaster and disgrace!

Matt_Bartlett

I am trying to put in a complaint Extra about this and I am trying to find out what ruling OFGEM made about changing billing.
I am being told they my billing options in set by the terms and conditions of the contract I started with them and I would like to be able to shove this in their face.
I've tried looking online but can't find anything other than the report made on the MSE page report made on the 12/5/15.

I'd post the link but I'm a new user and can't do that.

Any help?

Matt

Old_Grump

Hi, I'm new to this site - I joined in the hope I might find comment about EE - little did I realise there'd be others suffering, too.
Mine is a long-winded explanation- bottom line, £1200 in credit, no bills and the 'Senior Complaints Officer' says she cannot access my Account as it's locked, so she's waiting for a reply from their 'parent company' in Germany. I was convinced by her apology but having read your comments I think my battles will continue. I must say in her favour that she did actually manage to change my monthly DD to £10, but by her reckoning they still owe me about £600 ! ( you'd think at my age I'd recognise crocodile tears by now ! )

Update : The same Senior Complaints Officer had said she expected a reply from Germany by (last) Friday and she'd contact me. I've waited until now (Monday afternoon) and nothing ! Contacted them by phone and she wasn't available ( " ... not at her desk... " )

I'm giving these details so that others may recognise excuses as possible delaying tactics.

WANDSWORTH20

I was really happy with Extra Energy when I switched last August until they raised my direct debit in December (despite me telling them my house would be unoccupied for the next 3 months). Yes, I was in credit when they raised the DD.
I'm now in credit by at least £600 and by the time I get my bill (which I expect to be £350) I'll be £250 in credit.
My contract expires in 3 weeks so I'm keen to get a current bill and a final bill but it's concerning to see that it's so hard to get them to refund credits.
I've just phoned now asking for a bill and I've been told that it'll take 4 weeks to produce a bill. This is despite me calling last week and being told I'll get a bill within a week.
I'm really torn between staying with EE or moving to Green Star Energy.
After reading all these concerns on here, I told EE that I wanted a complaint registered as I haven't had a bill since December. The brummie girl a EE was reluctant to register one and simply said there was a backlog. I said "backlog or no backlog, you are contractually obliged to provide me with a bill every 6 months and you've failed to do so. I have a complaint about this and you need to report it". I'm told they need to acknowledge my complaint in writing within 5 days.
I'm also getting told differing stories about what happens if I switch and if I renew the contract on a new tariff.
I' ve been told that in either situation, they have to return any credits to me within 4-6 weeks. I reminded them that if they fail to do this, I'll log another complaint and will raise this with Ofgem.
It's really concerning that I had to ask 5 times to get a complaint logged.

poshpink

Joined 7/10/14 - received first bill on 09.07.15. It was grossly over exaggerated, figures only showed useage to 20.04.15 and was increasing my monthly direct debit from £85 per month for dual fuel to £135 per month.They state I am in arrears - I am actually in credit by a substantial amount.
I looked at my account - they had not asked me for meter readings since I joined. I input my readings on the same day & contacted them straightaway by phone, spoke to a chap who said it would take 3/4 weeks to sort out a new bill as I had not been providing my meter readings - nowhere in my joining paperwork had it mentioned meter readings (perhaps an oversight on my part). I have followed this up by weekly e-mails. No response as yet. My contract ends 31.10.15 - I shall not renew.

My advice - avoid at all costs!

McScrooge

I have the opposite problem to most EE customers it seems...I found out last month that the DD I set up a year ago has NEVER been collected by EE (despite being active) and so instead of being up to date with my monthly payments, have just received a bill for £1,500

EE have never contacted me about the missing DDs and since I complained to them about this situation three weeks ago they have not once reached out to me, despite me making several calls per week to them to chase.

It takes 30-60 minutes EVERY time to get through to customer services, and then they mostly fob you off.

I am counting down the weeks until I can refer to the Ombudsman, but in the meantime I continue to receive increasingly threatening debt collection letters that although they are telling me to ignore, I'm not optimistic their automated recoveries process won't escalate automatically before I'm able to refer to the ombudsman.

Rang this morning again - advised complaints handlers "unavailable" but promised they would call me back....:(

simonlilly

I have been with extra energy for 13 months now and still no bill!

Just to clarify, energy companies only have to do an annual statement - but the guy at EE said they they didn't have to even do that, not sure how that works though!

have been on hold now for 38 minutes to speak to them .... they said my first bill had just been produced but had not released it , that would take 4 weeks! Raised a complaint but i am just going to leave them, much easier

AVOID this company

PendragonCS

Sadly still no improvement.

Just had email to say my fixed rate period had ended.

Went on to my account and it looks like i've not had a gas bill generated since we joined (electric yes) but they have been taking a monthly dd amount for gas. Have had 2 electric bills.

They've even seen fit to increase my dd twice yet at each point my account has been hundreds of pounds in credit currently £1200 + in credit.

Managed to get through to them this week and told it will be 4-6 weeks to get a gas bill created......seriously!

So have now cancelled my DD.....had an email from them within 24 hours telling me to set re-set one up and that any further contact from them may result in £12 charge.

Seriously if you expect even a basic level of service then AVOID this lot!!!

Flymo_1

My cheap deal contract with Extra Energy ended at end of September. At the end I was over £500 in credit! I was then transferred to their standard tarrif. I have since transferred to another supplier. I tried at first to phone to get refund no reply. Then email no reply. Phoned and was told could no deal with request? Another email. I was then contacted by one of their advisers and informed it would take at least six weeks to process a refund. Why?

tim_n

Still awaiting a bill 11 months on. Have complained twice, on Sat I'll be 50 days before my official contract end date so can start the process of switching. My calculations is that I owe them a couple of quid, so they can take as long as they like to issue me a bill. Have considered staying with them as they'll probably continue to forget to bill me, but with the way they're going by not billing people, I'm guessing they'll go bust before long and it'll be a pain to get a refund out of them.