Extra Energy

daveybuntu

Hello,

I am an Extra Energy (Gas & Electricity) customer. I attempted to call them because of a disputed meter reading. Due to the reading being one digit wrong, my previous supplier seems to think i've used a preposterous amount of gas in the last 9 days of my contract with them!

Anyway, the other evening I called Extra Energy's customer services line and was on hold for a staggering 1 hour and 42 minutes. I gave up at this point so my call was never answered. I attempted to email them via their website, but didn't receive a confirmation or reply so I have no idea whether it's being dealt with or not.

I tried to get through on the phone again this morning and was on hold for 30 minutes before giving up.

I then called again, but selected the option to move my energy supply to Extra Energy. My call was answered after 30 seconds! I explained the problem to the chap on the phone who offered to find out how long I should be in the queue for if I was put through to customer services. He said my call sound be answered within around 15 minutes. That was 17 minutes ago and I'm still waiting.

Has anyone got any similar experiences with this company as I am thinking of making a formal complaint to them or Ofgem or anyone who will listen?

footyguy

daveybuntu wrote: »

...Has anyone got any similar experiences with this company ...

Welcome to MSE. :hello:

Did you know this forum has a search function? It's always worth doing a search before asking this type of question. I can assure you there are many threads discussing MSE'er's past experiences with this supplier, as there are for almost all suppliers.

MSE also creates a specific feedback thread for all recognised suppliers (this aides them with their CEC reviews)


In regards to a complaint, what exactly do you plan to complain about? That you had to wait on hold before your call was answered? Unfortunately this is a common experience with almost all suppliers, especially at times of peak demand and/or outside of usual office hours. I think the best you will get is an apology.

At least Extra Energy provide a freephone number, so they are paying for the call.
Or if you didn't want to wait, you could have sent them an online message - this is becoming a more preferred method of communication, especially amongst the newer, lower cost providers. (To provide you a lower cost, the supplier needs to cut their costs, and this method of communication is cheapest)

Edit: BTW, the phone line doesn't open until 9.00am on a Saturday

Edit2: If you want to make a formal complaint over the disputed meter reading (or any other matter), here is their complaint procedure
http://www.extraenergy.com/home/faq/complaints
I would suggest you send the complaint in writing using Royal Mail Signed for service, and then hopefully you will receive confirmation of receipt