At my wits end with Extra Energy NIGHTMARE

Trixabell

Good morning!

I joined Extra Energy in Jan 2014 as it was offered on comparison as cheapest deal. I have not to this date had a CORRECT bill issued.

My gas meter was changed in August 2014 (at British Gas' request as other was very old) and this has not been updated on the national database despite my previous supplier and Extra Energy being made aware of it at the changeover nearly 12 months ago. This is why my bills are being issued incorrectly!

I raised a formal complaint at beginning of December after spending 8 months trying to chase a correct bill. They are now saying I owe them £542 but haven't retracted their previous bills!

I have tried to take it to the Ombudsman but because it hasn't been 8 weeks since I raised it to an official complaint. I was told yesterday that my complaints handler was in today but surprise surprise when I phoned this morning he is not there until Monday. I asked to speak to the complaints team manager but was told this isn't possible because I had already been allocated a complaint manager!

What else can I do to sort this sham out?? Any advice is greatfully received!!

:mad::mad::mad::mad:

System

Speak to Citizens' Advice. They told me that they refer all complaints raised through them to the energy supplier's Exec Team. Alternatively, e-mail the CEO.

Trixabell

How do I email the CEO please?

[Deleted User]

I dont think this is a case for the Ombudsman. Its a straightforward mess up when meters are changed from 4 dial imperial to a 5 dial metric meter.
They still think your meter is a four dial imperial meter where each unit is almost three times the cost of the faster spinning metric meter unit. I find quite a few of these every year and a phone call to BG always sorts it out quickly and a large refund is soon issued. It sounds like you have switched supplier to complicate it all whilst the original mess up was still current.
Its important that you do the work for the supplier and make sure that you have ALL the details of the new meter when you next complain.A meter exchange needs not only the new meter 13 digit meter serial number but the year, make (itron/actaris etc ) and model (G4 ) date of exchange, old meter serial and reading ( should be on the yellow sticky label ) all this stuff is needed to update the new meter and nothing will be done until its corrected. Ask them to send out a meter reader to log all these details. some gas fitters don t do their job properly and omit the vital yellow sticky label details of old meter

System

I am guessing but e-mails from Extra Energy tend to give away the @extraenery bit, This would appear to be someone at the top. If you are wrong, the e-mail will just get bounced back.

https://uk.linkedin.com/in/ben-jones-1667641b

Bluebirdman_of_Alcathays

I couldn't find the CEO - but Ben Jones (mentioned above) was head of Customer Service at npower, and CEO at BES - now there's a record to be proud of!

Trixabell

I have sent photographic evidence in, 3 times over the duration of the 12 months with all those details on. Plus a meter reader came out to do a reading and it still hasn't been updated!

They issued me with a bill yesterday but still has incorrect serial number on despite being told everything was updated and correct. It seems to be a mickey mouse company where nobody really knows what is going on!

sacsquacco wrote: »

I dont think this is a case for the Ombudsman. Its a straightforward mess up when meters are changed from 4 dial imperial to a 5 dial metric meter.
They still think your meter is a four dial imperial meter where each unit is almost three times the cost of the faster spinning metric meter unit. I find quite a few of these every year and a phone call to BG always sorts it out quickly and a large refund is soon issued. It sounds like you have switched supplier to complicate it all whilst the original mess up was still current.
Its important that you do the work for the supplier and make sure that you have ALL the details of the new meter when you next complain.A meter exchange needs not only the new meter 13 digit meter serial number but the year, make (itron/actaris etc ) and model (G4 ) date of exchange, old meter serial and reading ( should be on the yellow sticky label ) all this stuff is needed to update the new meter and nothing will be done until its corrected. Ask them to send out a meter reader to log all these details. some gas fitters don t do their job properly and omit the vital yellow sticky label details of old meter

[Deleted User]

Trixabell wrote: »

I have sent photographic evidence in, 3 times over the duration of the 12 months with all those details on. Plus a meter reader came out to do a reading and it still hasn't been updated!

They issued me with a bill yesterday but still has incorrect serial number on despite being told everything was updated and correct. It seems to be a mickey mouse company where nobody really knows what is going on!

Must be a micky mouse meter reader also because he would have a metric meter staring him in the face when on his handheld would be details of an old imperial meter . they should implement a "meter exchange " on his hhc which is a long winded rigmarole taking a good 5 mins. If they just walk out after a quick glance they have nt done their job properly. The meter he sees does nt match but he s not concerned. As I say I get quite a lot of them and they re easily sorted but every last detail of both the old and new meter is needed or the meter exchange fails. ExtraEnergy will be using Agency people. They re hopeless, they only last a short time in the job

Happychatter

This company are a joke a far as customer service and efficiency are concerned. I left them in March 2015 for another supplier and a final bill arrived via my e-mail from them at the end of October, last years winter one - and I thought I had paid up at the switch - great timing for Xmas. Would never return to them - ever

[Deleted User]

Happychatter wrote: »

This company are a joke a far as customer service and efficiency are concerned. I left them in March 2015 for another supplier and a final bill arrived via my e-mail from them at the end of October, last years winter one - and I thought I had paid up at the switch - great timing for Xmas. Would never return to them - ever

Personally I d stick to the devil you know with BG (or Sainsburys Energy) . EDF and Eon are also well run. Some of these little outfits are useless, FU, Spark etc, they re ok until theres a problem, and for gods sake dont go to Npower or Scot Power.
With these meter mess ups its starts with the meter fitter not transferring the new data properly to the supplier.