Refund & direct debit from extra energy

Chris842

gt94sss2 wrote: »

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

Hi,

Sorry for the late reply, I had been concentrating on my house move.

Hope you can advise with this now. Since writing my last post a few minutes ago, I checked that bill again. The period it covered is 22/10/2014 - 01/08/2015.

The bill says my tariff is until 31/10/2015. So I must have been mistaken when I said it had ended, I thought I had had an email about it.

It says theres an exit fee of £25 for electricity and £25 for gas. Does this apply if I move house or is that only if I switch supplier? If so, should I wait til after the 31st to cancel?

Thanks,

Chris

Bluebirdman_of_Alcathays

Chris842 wrote: »

Hi,

Sorry for the late reply, I had been concentrating on my house move.

Hope you can advise with this now. Since writing my last post a few minutes ago, I checked that bill again. The period it covered is 22/10/2014 - 01/08/2015.

The bill says my tariff is until 31/10/2015. So I must have been mistaken when I said it had ended, I thought I had had an email about it.

It says theres an exit fee of £25 for electricity and £25 for gas. Does this apply if I move house or is that only if I switch supplier? If so, should I wait til after the 31st to cancel?

Thanks,

Chris

Call them, and ask.

footyguy

Chris842 wrote: »

...It says theres an exit fee of £25 for electricity and £25 for gas. Does this apply if I move house or is that only if I switch supplier? ...

Term 5.5 of their applicable standard terms you agreed to says it is not applicable if you move home

http://www.extraenergy.com/sites/default/files/PDF/Residential%20Terms%20and%20Conditions%2001.pdf

Maxwell007

No luck yet,
I really hope Martin Lewis or Watch Dog put this 2bit energy company to shame hahah, they are Very Cheap and Very Very bad and useless at everything else. . . . .


its 2015 and to be placed on hold for over 30mins is SHOCKKKKING also when asking for simple things like your bill or an update on your account its like the hardest thing for them to do or they don't have a clue . . .


http://www.resolver.co.uk/companies/extra-energy-complaints



[EMAIL="DomesticBilling@extraenergy.com"]DomesticBilling@extraenergy.com[/EMAIL]
[EMAIL="smebilling@extraenergy.com"]smebilling@extraenergy.com[/EMAIL]
[EMAIL="customerpayments@extraenergy.com"]customerpayments@extraenergy.com[/EMAIL]
[EMAIL="customercare@extraenergy.com"]customercare@extraenergy.com[/EMAIL]
[EMAIL="CCAgent-HS@extraenergy.com"]CCAgent-HS@extraenergy.com[/EMAIL]
[EMAIL="billing@extraenergy.com"]billing@extraenergy.com[/EMAIL]

Maxwell007

I'm now on hold speaking to another helpful but clueless agent who is now telling me they have not got my final read from my new supplier EON !?!


I spoke to EON two weeks plus ago and they said they have sent it on also I gave EE a final meter read two plus weeks ago !?!?


on a the brighter note the EE agent said he will call me back later today as he will investigate my account hahahahaha l0000ol