Extra Energy won't let me leave!

nothappy1234

Moved house in July, called Extra Energy and gave them final readings. Was told to keep my direct debit open for final bill. I moved house and opened a new account with them at new address. Eleven weeks on and they still haven't given me a final bill or closed my account at my old address and they are still taking my direct debit payment.
When I call to complain and see what's going on, I have to wait over an hour to speak to someone who apologises and then does nothing. Every time I cancel my direct debit I get threatening emails saying they're going to charge me more.
Just been on the phone this morning with a waiting time of over two hours and informed them I'm going to the Ombusman. Has anyone else done this and what is the best expected outcome? Thanks all, I'm tearing my hair out with frustration at this company!

Maxwell007

Cancell your DD and RUN . . .
Theres no GOOD NEWS regarding being with EE, good luck


https://forums.moneysavingexpert.com/discussion/4924424


https://forums.moneysavingexpert.com/discussion/5333361


https://forums.moneysavingexpert.com/discussion/5333814


https://forums.moneysavingexpert.com/discussion/5330020


https://forums.moneysavingexpert.com/discussion/5325106

nothappy1234

Oh no. Thanks for the reply. Will cancel everything and try to get some kind of resolution through the Ombudsman

nonnatus

Of course you must cancel your DD. Immediately!!!

They CAN'T charge you any more money for something that you're no longer using.

brewerdave

So have you got TWO DDs in the name of Extra Energy - one for the "old" property and one for the new ???

footyguy

nothappy1234 wrote: »

Moved house in July, called Extra Energy and gave them final readings. Was told to keep my direct debit open for final bill. I moved house and opened a new account with them at new address. Eleven weeks on and they still haven't given me a final bill or closed my account at my old address and they are still taking my direct debit payment.
When I call to complain and see what's going on, I have to wait over an hour to speak to someone who apologises and then does nothing. Every time I cancel my direct debit I get threatening emails saying they're going to charge me more.
Just been on the phone this morning with a waiting time of over two hours and informed them I'm going to the Ombusman. Has anyone else done this and what is the best expected outcome? Thanks all, I'm tearing my hair out with frustration at this company!

The outcome will be that you should receive correspondence from the ombudsman within a couple of weeks acknowledging receipt of your complaint. It will advise you wehn to expect them to get round to actually looking at it, probably within about 12 weeks.

Then, either the ombudsman will return the complaint to you and suggest you follow the suppliers complaint procedure.

OR

the ombudsman will advise you that they have forwarded your complaint to the supplier, and that you should now allow up to 8 further weeks for the supplier to resolve the matter directly with you (or provide a deadlock letter).


So probably best to follow the suppliers complaint procedure from the outset
Spell out what you think the final bill will probably be, and if that does look like you don't owe them any more money taking into account your consumption and all monthly payments made (including those since July), then ask them to suspend monthly DD collections for the affected account, pending production of that final bill by them. You can also advise you will be cancelling your DD mandate in such circumstances.

However, if your estimation of the final bill is that you will still owe the supplier money, I suggest you leave the DD mandate open and carry on paying off what you owe monthly.