MSE News: Record number of complaints against Extra Energy helps spark...

molerat

crazyfj wrote: »

Please avoid this company.

They based my Direct Debit usage on one winter month billing. Sent emails advising I wasn't happy at paying just a large monthly amount. Now a simple thing, but they totally ignore you. Even customers relations ignore you. Switching to them took 2 months for some odd reason.

I have left them, but EDF have so far been unable to get a final meter reading from them.

No customer service at all.

Why would EDF be getting a final reading from them, you give the read to EDF and they send it to EE.

Rock_King

Don't talk to me about Extra Energy.
Two shops, both with EE (Extra Energy, not tele guys) and I was always about £900 in credit. It came to a head when a bill was for £299 and rather than take it off my credit they took money from my bank. I complained and was told the only way to get my money back was to cancel my contract (true!). So this I did for one of the shops, obviously waiting for the contract to end first. 1st April 2016 and I changed supplier officially. But then there was the meter reading, which was taken on April 1st by the new company who sent a man over. A month later new company invoiced me for 1 month and showed meter reading. I called EE but they said they did not have the April 1 reading. Phone calls went back and forth for a few weeks whils I tried to get what is £700 owed to me back into my account. Finally on the 8th June, over two months later, I got a final bill saying my money would be returned on (or around) the 18th June. Of course I got nothing. 1st July I lost it with them and threatened County Court action but they didn't mind. Latest is a guaranteed date of Thursday 7th July, but the person on the phone hastily added that if it is not paid then they can fast track it which would take a short while. WHAT! I've filled in the court papers and will file them Thursday with interest on top.

crazyfj

EDF advised they have to agree the meter reading with EE.

There is 28 day process to do this to ensure no double billing.

Hope that answers your question. EE have ignored them

energy.wise

This firm uses underhand methods when the contract comes to an end .If you forget to give them 30 days notice that you wish to leave at the end or your fixed term contract you are then forced into another years term at highly inflated rates. You can't just wait for the 30 days to expire from when you do give noticev , lthey refuse to end your contract . They also refuse to put you through to anyone with more authority to discuss the matter, and claim that no one in the company has the authority to override this policy. I represent our village hall and we are a registered charity. We can't afford to waste money like this. The rates they are forcing us onto are as follows from July 2016 to July 2017.

Electricity only .
Standing Charge 31.56 Ppd
Day Rate 15.39 kWh
Night Rate. 8.33. kWh

Why can't they be honest with you and let you leave with 30 days notice from when you give it as long as it expires after your fixed term date. If their renewal rates were competitive you would not want to leave .

The broker that signed me up with them ( Switch My Business . Com ) Have now stopped dealing with Extra Energy due to the volume of customer complaints.

footyguy

energy.wise wrote: »

This firm uses underhand methods when the contract comes to an end .If you forget to give them 30 days notice that you wish to leave at the end or your fixed term contract you are then forced into another years term at highly inflated rates. You can't just wait for the 30 days to expire from when you do give noticev , lthey refuse to end your contract . They also refuse to put you through to anyone with more authority to discuss the matter, and claim that no one in the company has the authority to override this policy. I represent our village hall and we are a registered charity. We can't afford to waste money like this. The rates they are forcing us onto are as follows from July 2016 to July 2017.

Electricity only .
Standing Charge 31.56 Ppd
Day Rate 15.39 kWh
Night Rate. 8.33. kWh

Why can't they be honest with you and let you leave with 30 days notice from when you give it as long as it expires after your fixed term date. If their renewal rates were competitive you would not want to leave .

The broker that signed me up with them (URL REMOVED ) Have now stopped dealing with Extra Energy due to the volume of customer complaints.

Sounds like you are a business.

Business terms are very different to domestic terms.
Your experiences would not apply if you were a domestic customer

Your experiences are common practice amongst most suppliers to businesses. (some need much more than 30 days notice)

Good luck finding a supplier that doesn't act this way. I suspect your broker won't be dealing with many suppliers, if any, if they won't work with suppliers that act that way.

Rock_King

Update to post #13. Of course I didn't get my money as promised on the 7 July. I still ring daily and was told a supervisor would ring me on 8 July but nothing. Another person said my money would be paid on Thursday 14 July.
How can a company get away with not paying out what is due to me?

southwales1

I totally agree, we left them over a year ago and are still in dispute!


They may be cheap but they are ruining people's lives.

southwales1

They tried a similar tactic with me when I was so fed up that I decided to leave and they wouldn't let the new supplier take over my account!

footyguy

southwales1 wrote: »

I totally agree, we left them over a year ago and are still in dispute!


They may be cheap but they are ruining people's lives.

southwales1 wrote: »

They tried a similar tactic with me when I was so fed up that I decided to leave and they wouldn't let the new supplier take over my account!

(my highlighting)

As Spock would say, that is illogical.

Just wanted to ensure your posts were preserved indefinitely.

But thanks for coming back after a year and bumping this 2 month old thread, trebling your post count at the same time :cool:

Good luck!

MiserlyMartin

Its a shame with this company. I was one of the first to sign up and the customer service was excellent. When I left it had gone downhill and it took 4 months to get an amended final bill.