MSE News: Extra Energy blames delays in refunding in-credit ex-customers on IT glitch

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Former customers of Extra Energy who had £100s' worth of credit left on their accounts when they switched suppliers have been left waiting months for refunds...
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'Extra Energy blames delays in refunding in-credit ex-customers on IT glitch'

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'Extra Energy blames delays in refunding in-credit ex-customers on IT glitch'

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Katang: how did you manage to run up a £3K+ credit with them? They have only been trading for about two years. You must have been overpaying by £1,500 a year, which is around 150% more than the average household uses.
I suspect it is because the poster has been paying a monthly amount, and Extra Energy have not produced any bills/statements.
A common misconception to confuse a credit balance on an account with what the supplier owes the consumer. The supplier would need to produce a final bill before agreeing what should be paid back ... or is still owed by the consumer.
If you wanted to pursue the amount legally, then you would need to first calculate what you had actually used and still owe for, and only sue for the balance (if any).
Ideally you should go to the ombudsman first (who would sort this out), else you may suffer the wrath of the court (legal action should only be pursued as a last resort), and I doubt the ombudsman would have got around to it yet - they have quite a few cases to deal with currently thanks to Extra Energy.
Ombudsman have been pursuing the case for me and since EE have failed to implement the actions the Ombudsman advised I could take them to court as their decisions are binding, however I am aware I do owe some money out of the £3k once EE raise a bill. Plus it is complicated as they have to apply the back billing code where they cannot bill me for more that 12 months energy.
I just wish they would get it sorted!
I think I left them early 2015 and had to FIGHT for a refund for 3months plus,
I can laugh now but at the time I wanted to drive to Ben Jones Office and have a few words with him haha
At that time you would have been in a very long queue behind this chap!
The queue has grown even longer now and the blatant lying has not changed one bit. :mad: