ExtraEnergy...........

ShannockSid

Hi there, as anyone had any luck getting a credit refund out of ExtraEnergy, after moving away from their service?

I moved my account to British Gas in November, and still haven’t had a final bill from ExtraEnergy. I’m trying to contact them on the 0800 number, but have been on hold for the past 40 minutes. I messaged them at the start of December, but no reply, then again just before Xmas; still no reply.

Yes, they might have been cheap, buy there’s a reason for that. The customer service is woeful. They don’t send bills out, no-one to read the meter and it’s all nigh impossible to contact them by message or phone.

They were quick enough to raise my monthly direct debits (based on hugely inaccurate estimated meter readings) even though I was well in credit with them, but now won’t even talk to me about getting my credit back.

Take my advice, however cheap they are – AVOID USING THEM.

youravinalarrrf

Check your PM

Marauder999

I am in exactly the same situation.

Moved from them in October then in November I noticed I was £225 in credit. Tried to call them but no luck so sent a complaint email. No response but since then I have received an email titled "Your First Energy Bill" and my account in now (or was) £300+ in debt.

I have since sent another complaint email but no doubt that will be ignored too.

ShannockSid

Much obliged, youravinalarrrf.

youravinalarrrf

@ Marauder99 Check your PM

Alansw

Just to add, this is the first time I have ever posted anything about a supplier or any other topic. I change my utility supplier regularly and being a computer geek I have all my monthly meter reads and energy usage on a spread sheet. Thank goodness I have, because I can sympathise with the others on this thread. I am not going into all the details, but when I switched to extraenergy and have since switched away to another supplier, I can only say that if they offered me free supply I would not bother with them. The amount of effort due to their incompetence is not worth it. I even had to phone GTC to tell them who provides my gas because they were not sure, and still they would not believe me until I pushed back very hard. They now promise to send me a final bill and pay back the credit but I am sure I will have to chase them up again. They never replied my e-mails and waiting times on the phone can be lengthy but has improved slightly just recently. My advise, steer well clear of this company.

Marauder999

Thanks for the PM youravinalarrrf. :beer:
I found out that a further £108 was taken yesterday by Extra Energy so action will be taken today.

ShannockSid

After sending them a strongly worded e-mail yesterday, I received a call from them this afternoon.

The Executive Complaints Handler was very apologetic and promised me that a final bill has been prepared and my credit refund will happen within the next 7-10 days.

Unfortunately I’ve checked my on-line account and there still no final bill showing, but I’ll give them another few days to get it sorted out.

Many thanks to youravinalarrrf, for his excellent help and advice in solving this matter.

Lady321986

Sounds like a case of delayed account closure. Normally when you switch your new and old supplier close and opens accounts in a 'flow' generated order. Sometimes sales orders for withdrawals and acquisitions of supplies needs manual intervention so accounts are closed/created and eventually 1st/final bills created.

If you've an IGT like GTC all the sales orders to change supplies goes through them and these are the most common cause.

Just ensure you ring them explain you left them (ask them to check databases of meters) and ask them to provide a final bill. They'll then pass it on to a specialist to manually complete the process and send final bill. Normally after switching your final bill wil be sent within 28days as this is the industry standard.

I would say call you new supplier and ensure they've set up your account and obtain the meter reading they used to open, as you'll be billed to this on your final bill also.

Good luck

ShannockSid

All sorted out now, thanks very much to all who replied.

Got the final bill issued after a couple of days and the overpayment credited with my bank account in a week.

Trixabell

You have done exceptionally well ShannockSid. I left them in December but before I left i lodged a complaint about an issue they were made aware of when i first joined them 12 months before. My gas meter had been changed but the serial number not updated on the national database.

I then emailed Ben Jones who is supposed to be CEO, i got a phonecall 10 days later. I was told they would phone me back again after investigating on Fri 8th but still waiting!

Another phonecall will be happening this afternoon!!