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

edited 11 November 2016 at 6:21PM in Energy
11 replies 1.7K views
Former_MSE_LucindaFormer_MSE_Lucinda Former MSE
46 Posts
edited 11 November 2016 at 6:21PM in Energy
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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  • edited 14 November 2016 at 12:03PM
    KatangKatang Forumite
    11 Posts
    edited 14 November 2016 at 12:03PM
    IT Glitch....I have been waiting 6 months for my Credit balance of £3057. Extra Energy need heavy handed action taking against them. OFGEM sort them out PLEASE.
  • kerri_gtkerri_gt Forumite
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    IT Glitch, switched supplier in May and they still can't provide me a final bill - bunch of cretins.
    Feb 2015 NSD Challenge 8/12
    JAN NSD 11/16


  • edited 11 November 2016 at 4:45PM
    moleratmolerat Forumite
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    edited 11 November 2016 at 4:45PM
    Extra Energy are aware of a recent issue with generating final bills for customers over a short period of time
    Recent ! I left them over a year ago and it took them 6 months to generate the final bill. They have had "IT problems" as far back as 2014 when I first joined them. About time OFGEM got their fingers out and looked into this shambles of a supplier !
  • edited 11 November 2016 at 5:15PM
    macmanmacman Forumite
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    edited 11 November 2016 at 5:15PM
    If I had been waiting 6m for a refund of that value then I think I would have taken the small claims route by now. Why are you all being so patient?
    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.
    No free lunch, and no free laptop ;)
  • MABLEMABLE Forumite
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    This company is the only I know that could give you compensation and then agree you owe them nothing only to then contact a debt collection agency to recover a non existent debt. IT glitch or just incompetence. You decide!!
  • edited 12 November 2016 at 1:19PM
    footyguyfootyguy Forumite
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    edited 12 November 2016 at 1:19PM
    macman wrote: »
    If I had been waiting 6m for a refund of that value then I think I would have taken the small claims route by now. Why are you all being so patient?
    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.
  • edited 14 November 2016 at 10:17AM
    KatangKatang Forumite
    11 Posts
    edited 14 November 2016 at 10:17AM
    Hi there, yes I was paying a by direct debit at £170 per month, and have not been billed despite me chasing regularly. The ombudsman is dealing with this on my behalf however even though EE were supposed to implement corrective action by 8th September EE have not done so.

    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!
  • How are these people still trading . . . .they are shocking,


    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
  • youravinalarrrfyouravinalarrrf Forumite
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    Maxwell007 wrote: »
    How are these people still trading . . . .they are shocking,


    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! :D

    url?sa=i&rct=j&q=&esrc=s&source=imgres&cd=&cad=rja&uact=8&ved=0ahUKEwjJp-XJiqjQAhVEOhQKHXowD6IQjRwIBw&url=http%3A%2F%2Fthedrunkgnome.com%2Fgnomescoutsightings%2Fgnomes-1970s-sitcoms%2F&psig=AFQjCNH0oBlPo5xofw-dBljwP5krd2wPxQ&ust=1479207254428873fawlty_gnome.jpg

    The queue has grown even longer now and the blatant lying has not changed one bit. :mad:
    url?sa=i&rct=j&q=&esrc=s&source=imgres&cd=&cad=rja&uact=8&ved=0ahUKEwjJp-XJiqjQAhVEOhQKHXowD6IQjRwIBw&url=http%3A%2F%2Fthedrunkgnome.com%2Fgnomescoutsightings%2Fgnomes-1970s-sitcoms%2F&psig=AFQjCNH0oBlPo5xofw-dBljwP5krd2wPxQ&ust=1479207254428873
  • They do create massive problems. and i have mixed views on them, and their service standards. However, i do provide regular readings - they provide a half yearly bill - which is accurate [ cos i check it ] - [ which i understand will soon be quarterly ]- [although i'm not sure due to their admin] - but - they do offer competitive prices. Sometime it is the devil you know ??? - although if i were to leave and they did not provide any credit refunds within a reasonable time [10 working days] i think is fair - then i think i would be "Royally Pi**ed off too, like many of the above contributors.
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