Extra energy advice needed

sam3103

Basically I signed up in November for a fixed price tariff. We sold our house and were buying a new one and were planning on simply transferring our supply over to the new house. Last minute the seller of our new house pulled out so we've been forced to move in with family.
I've been bogged down with work, revising for an exam and getting everything organised to move out this Thursday.
I have tried phoning extra energy on a couple of occasions to inform them but always get stuck in a queue, I have also emailed them 3 times and received no response.
Admittedly I should perhaps have tried to speak to someone on the phone a few more times but I've been so bogged down its been nearly impossible.
Any advice on the best way or time of day to speak to them?
And does anyone know if I have to pay to get out of my contract with them?
Any advice would be appreciated
I have since looked on trust pilot (should have done that before I switched to them) and the reviews are so shocking I am more than a little concerned!

CashStrapped

Time to dispell a myth!

You cannot transfer your supply to an new property!

The tariff and company you created an account with is for that address only.

All you need to do when you move out is contact them and request a final bill and give them final meter readings. Once you get the final bill you will either be in credit or debit. In either case you may need to make a one off payment and close the account or you may be due a credit back to your account.

It may take a while to get through to them but keep at it. Maybe write a letter. Hopefully you took a final meter reading before you moved out as this will save a lot of hassle.

Once the account is closed ensure you cancel the DD (but only once the account is up do date and closed).

The next bit is the important bit.

When you move to a new property you are immediately in an "deemed contract" with which ever supplier is at that property. You need to find out who that is and contact them and set up an new account.

You then need to give them an opening meter reading. Failure to do this can create problems later on.

Dobbibill

Their website says this.......

I am moving home, what should I do?
If you're moving home, please let us know at least two working days before you move. Tell us your new address and final meter readings so that we can provide you with a final bill. If you have an outstanding debt on the date you move, we may arrange for this to be transferred to your new address or new supplier if you switch. Please contact our Customer Services team on 0800 953 4774. Lines are open Mon - Fri 8am - 8pm and Sat 9am - 5pm. We're closed on Sundays and Bank Holidays.

HTH

footyguy

sam3103 wrote: »

Basically I signed up in November for a fixed price tariff. We sold our house and were buying a new one and were planning on simply transferring our supply over to the new house. Last minute the seller of our new house pulled out so we've been forced to move in with family.
I've been bogged down with work, revising for an exam and getting everything organised to move out this Thursday.
I have tried phoning extra energy on a couple of occasions to inform them but always get stuck in a queue, I have also emailed them 3 times and received no response.
Admittedly I should perhaps have tried to speak to someone on the phone a few more times but I've been so bogged down its been nearly impossible.
Any advice on the best way or time of day to speak to them?
And does anyone know if I have to pay to get out of my contract with them?
Any advice would be appreciated
I have since looked on trust pilot (should have done that before I switched to them) and the reviews are so shocking I am more than a little concerned!

See the existing feedback thread for this supplier
https://forums.moneysavingexpert.com/discussion/4924424

My experience is they will get round to reading/responding to any email(s) in about 4-5 weeks time

Send more than 1, and they will simply respond to them all in one reply at the same time, when they eventually get round to it

2 working days notice requested? - what a laugh!

Follow the suppliers complaint procedure if you feel this to be appropriate.

sam3103

I finally got hold of them 2 days before we moved, (website says notify them at least 48 hours before moving) on the telephone, after having to listen to their dreadful Coldplay hold music (argh my ears!)
So this is how the call went:
Me: gave account number, confirmed details and explained why I was calling
Call handler: ring us on the day you move with a meter reading, ok, bye *phone goes dead*

When I phoned on moving day it was pretty much the same thing again.
"Ok you'll get a final bill soon, ok, bye"

Wow! So glad to be rid of this company! Would definitely never recommend!

CashStrapped

Just enure you took a copy of the meter reading (photo is more ideal) and ensure a final bill is produced. Keep an eye on the Direct Debit and once you are sure the account is up-to-date, cancel it via your bank. Remember, if they take a direct debit when they should not, you are protected under the direct debit scheme via your bank.

Then follow my post as per above when moving in to a new property.

Good luck