Refund & direct debit from extra energy

Chris842

Hi,

I'm really really worried about this situation I'm in with Extra Energy.

Off topic, last week I took a mobile phone to a repair shop who stole the parts out of it (after doing some research, turns out they are scammers) and have turned the phone into a writeoff. I'm also moving into a new rented house in about 10 days, and have to pay a deposit for that, so money is really tight at the moment! Thats why I'm so stressed and worried.... I don't want to fall for another scam, if thats what extra energy are.

I've paid £82 a month by direct debit since joining about a year ago, for gas and electric. They reduced it automatically to £68 a month or two ago (Only noticed this the other day when I logged in. They didnt tell me).

My account is £376 in credit.
The last bill (and first bill we'd ever had) only came in August. It covered a period of about 9 months and was £423.
I know whatever we have used since August is not going to come to £376.

So I called and asked for a refund of this credit. The person refused, telling me it is their policy. He said what I'll have to do is give them our final reading when I move out, and then I'll get a refund, which can take 4-6 weeks to process.

I asked what if I wasn't moving out? Would they just refuse and let the credit build up and up? I didnt take in what he said, because I was angry - alarms were starting to go off now.

I said I want to cancel my direct debit then to stop them taking any more (next payment is due on the 16th. We move house on the 17th).

He said he cant do that! I got angry then, telling its robbery if they take any more money from me without my permission. He then said he'll pass me through to payments team...

I'm now on hold waiting to get through to them. I waited 20mins to get through to the original guy. I've now been on hold for 16mins trying to get to this other team.





My questions.... I'm quite panicky now, really dont want to get scammed again, I cant afford to! But I've read other reviews of people struggling to get their money back.

- Legally, do they have to give me the credit back? As I said, they are refusing to at the moment. Is there any legal stuff I can quote to them? If not, and they refuse to pay me back, what can I do?

- Legally, can they refuse to cancel my direct debit? I know theres enough credit to cover my next bill so I dont want them taking any more. If they refuse to (if I ever get through), can my bank do anything? My bank are first direct, who have much better customer service.

Thanks for any answers, hope someone can help.

Chris842

I hung up after being on hold for 25mins.

Rang my bank and got them to cancel the direct debit, which they have done. Bank tells me a request for payment will be refused on this direct debit if one is made, but they could set up another one!

Feels like such a hole thats getting deeper. Can't get a refund, and perhaps cant get them to stop taking more too! Please help, I'd appreciate it. Definately going back to the big 6 when I've moved house.


EDIT:
Feeling even worse and worse after reading some reviews. Am I at serious risk of losing that money for good? I really cant afford to.

Bluebirdman_of_Alcathays

Stop worrying. EE are a legit (if fairly useless) company. Unlike mobile repair shops, energy is a highly regulated business.


Having had a brief look, the numbers stack up - you will use approximately 75% of your annual spend in the coldest 3 months. Anyone with a decently run energy account will be in substantial credit at this time of year. Your credit is a little on the high side, but then EE might by like OVO, and require a minimum of 1 months direct debit payments, on top of which the required credit balance should sit.


They are mandated to tell you about any changes to DD - have you checked the junk mail folder of your email account? You are covered by the DD guarantee, if you contact your bank, they will refund all monies since the change of amount, and sort it out later. Of course, if you did receive notification, and just can't find it, it puts you in even more bother.


Having cancelled your DD, you will probably now lose any special tariff you had, and be on standard rates. That said, if you're moving, the small extra cost won't be noticeable.


But overall, stop panicking, move house, and it will all be sorted.

Maxwell007

OMG Did you say Stop worrying. EE are legit . . . .Legit hmmmm dats a push loooooooooo0l please don't call them Legit. . .


Make your complaint via emails
Cancel your DD
Switch away ASAP, without a peatay charge but you may get that back because of their shocking behavior
You will get a threatening emails if you cancel your DD, BUT who cares i.e. £12 and £17 per letter/email
And how they will change your current energy price to a newer and higher & new energy price in 14days etc etc blar blar

No 6 months bill
No 12 months bill
DD put higher for no reason
No lowering DD without a fight
No response to emails within 4weeks or not at all
On hold for 30mins plus then lied too and fobbed of like you’re the man one
No refund given when you do get that magical FINAL BILL
Wait 5months plus for a refund or involving the Osbusmans with will take 2months

Either DON’T Join EE or just leaving in DEBT and pray to god you’re not in Credit with these cowboys.

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

Bluebirdman_of_Alcathays

Maxwell007 wrote: »

Make your complaint via emailsEither DON’T Join EE or just leaving in DEBT and pray to god you’re not in Credit with these cowboys.

They have terms and conditions that, presumably, you complied with. "Nobody reads the small print..." - perhaps they should.


Either way, they are an OFGEM licensed supplier, and you are afforded the same protection that anyone else is. If you don't want to incur all the extra fees, then don't behave in a manner that invites them to.


The OP was told to keep the DD in place, and receive a rebate on moving out. I'm not an EE customer, but presumably those are their terms, to which the OP (and, I'm guessing you), agreed.

Maxwell007

Be very thankful your NOT an EE customer,
theres few current and ex EE customers that may have some thing positive to say hahaah

Keith_S_Somerset

I've been with Extra Energy for electricity since April 2014 - so cheap compared with the big boys. All okay until they increased DD from £72 to £110. No response from EE until I complained to Energy Ombudsman. Then back to £72 with lots of apologies! But up to old tricks again £87 then £125 last month!
After 40 minute wait they agreed this was a (convenient) error due to an estimated reading - despite my on-line readings monthly and reduced DD to £89 which actually about matches our increased consumption. Foolishly just before the increase to £125 DD I signed up to their Bright tarrif for another year. Think I should have changed suppliers, but again apart from GB energy, which also have some terrible reviews, EE are still very cheap and maybe the devil you know?

In conclusion I think they are just a bunch of muppets and don't really have any malicious intent or hidden agenda. Let's see how much I regret staying with them. Hope this helps anyone considering EE.

Chris842

Bluebirdman_of_Alcathays wrote: »

Stop worrying. EE are a legit (if fairly useless) company. Unlike mobile repair shops, energy is a highly regulated business.


Having had a brief look, the numbers stack up - you will use approximately 75% of your annual spend in the coldest 3 months. Anyone with a decently run energy account will be in substantial credit at this time of year. Your credit is a little on the high side, but then EE might by like OVO, and require a minimum of 1 months direct debit payments, on top of which the required credit balance should sit.


They are mandated to tell you about any changes to DD - have you checked the junk mail folder of your email account? You are covered by the DD guarantee, if you contact your bank, they will refund all monies since the change of amount, and sort it out later. Of course, if you did receive notification, and just can't find it, it puts you in even more bother.


Having cancelled your DD, you will probably now lose any special tariff you had, and be on standard rates. That said, if you're moving, the small extra cost won't be noticeable.


But overall, stop panicking, move house, and it will all be sorted.

Thanks for the reply. I know its starting to get cold now, but we still haven't turned the heating on at all. Not even once, since last winter. So because of that, I don't think it'll be a lot. But still, going to do a meter reading when I get home tonight.

I had no email about the change to DD (which they've actually lowered, rather than upped which they seem to have done with other people).

I thought I had an email not not ago which said something along the lines of "your fixed period has now ended". And it has been about a year since we joined. I can't find that email now though. So I don't think we are on a special tariff.

Maxwell007 wrote: »

OMG Did you say Stop worrying. EE are legit . . . .Legit hmmmm dats a push loooooooooo0l please don't call them Legit. . .


Make your complaint via emails
Cancel your DD
Switch away ASAP, without a peatay charge but you may get that back because of their shocking behavior
You will get a threatening emails if you cancel your DD, BUT who cares i.e. £12 and £17 per letter/email
And how they will change your current energy price to a newer and higher & new energy price in 14days etc etc blar blar

No 6 months bill
No 12 months bill
DD put higher for no reason
No lowering DD without a fight
No response to emails within 4weeks or not at all
On hold for 30mins plus then lied too and fobbed of like you’re the man one
No refund given when you do get that magical FINAL BILL
Wait 5months plus for a refund or involving the Osbusmans with will take 2months

Either DON’T Join EE or just leaving in DEBT and pray to god you’re not in Credit with these cowboys.

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

Won't have to pay a penalty charge because I think our fixed period has ended. They didn't actually raise my DD, they lowered it.

Looks like I may have to involve the ombudsman... will they definately be able to retrieve the money back?

Regarding the mobile phone thing, I got told to contact all sorts of people (Trading standards, watch dog, action fraud), and nothing is being done, and I have no chance of getting the money back. So I'm losing faith with these kinds of organisations.

Will have a read of those other threads later. Dreading what I'm going to see in there. I think I found one of them earlier and had a read.

gt94sss2

Chris842 wrote: »

I thought I had an email not not ago which said something along the lines of "your fixed period has now ended". And it has been about a year since we joined. I can't find that email now though. So I don't think we are on a special tariff.

Looks like I may have to involve the ombudsman... will they definately be able to retrieve the money back?

1. Keep calm - as has been said your situation with EE is not the same as with the mobile phone repair shop. You will eventually get your money back.

2. EE is a licensed/regulated energy supplier - they just happen to be very poor at producing timely bills and at customer service.

3. Even though you got your bill in August, its worth checking what period it covers - I got one in May but it only covered usage up to March for instance.

5. Your bill in August would have included the information that they were lowering the level of your direct debit. My May bill did so near the bottom of the first page (well it actually said what the new DD level would be rather than it would be lower but that is the same) as well as on page 4.

6. If you have received the ""your fixed period has now ended" email and not opted for another fixed rate tariff with EE you can switch supplier now without penalty if you wish to do so. However, if you are about to move property in the next 2 weeks there is no point doing this.

7. Instead, make sure you supply regular readings via the online portal - including your closing reading and inform EE of your new address.

8. EE should eventually generate a final bill and refund the outstanding balance. If they don't do this within say 2 months - lodge a complaint with EE and then the ombudsman (you need to lodge a complaint with EE and give them a chance to fix things before the ombudsman can look at it)

As has been said, you can expect there to be a credit at this time of year - EE won't know you are moving and can't be expected to refund the credit on that basis. Move first, provide an accurate final meter reading and push for a early final bill.

Regards
Sunil

Maxwell007

Recived a dirty letter from EE saying, I will be charged £20 for this letter as they are chasing me for payment, and the letter goes on to say they will be sending debt collects to my home at a cost of £ 30 per visit hahaha

Plse note iv left them 2weeks ago and all I want is my final bill ??!

I called there payment team opening hours 9am - 7pm I was on hold for 1hour and give up, let's just say I'm passed caring about these worthless cowboys . . . .

Chris842

Did you have any luck Maxwell since writing that post?

I moved house on the weekend, I'm going to ringing them today with our final readings.

About a week ago, I had this email from them:

We’ve received notification from your bank that you’ve cancelled your Direct Debit instruction. This means we won’t be able to collect your agreed payments.

Please provide your new Direct Debit details as soon as possible, by calling us on 0800 953 4777 or 0330 303 4777, so that we can set up a new Direct Debit instruction for you.

It’s important that you contact us as soon as possible. If we don’t hear from you within 10 working days of the date of this correspondence, we’ll automatically switch you to non- Direct Debit prices. This means you’ll pay more for your energy.

In addition, if the payments you’ve made so far don’t cover your usage, you’ll need to pay the outstanding amount.



It also says further down that there will be a £12 charge to cover the cost of them contacting me again.

I will not be setting up a direct debit with them again, given I have more than enough credit, and I've moved out! I bet they'll ask for more money when I ring with my final readings though. Before they sent that email, I already emailed them explaining this, and had no reply.

If they up these rates, will they apply to everything since my last bill? Or just from the day they up them? Because I bet they'll ignore my email and just go ahead and do it.

Chris.