Extra Energy - Final Bill 13 Months Later

dollydiva

I left EE in October 2015 and was told Id get my final bill after 6 weeks. When that didnt happen, I contacted them in December 2015 and was told that they had system oroblems, but that Id get my bill soon.

After a further month, I contacted again and was told that it was still in a backlog.

So 2 weeks ago, Im a bit confused when I recieve a final bill 13 months later as Id assumed that maybe with my last DD it had all evened out and hence not hearing from them. Besides, 13 months is a long time and Id long forgotten about it.

So I call them and say that I want to make a complaint, am directed to the website and send off an email to the address given and receive an auto response. After hearing nothing, I call again and am told that my complaint was marked as 'resolved' the very same day I made it and that I shouldve received a call about it. When I push further, the Agent admits that no resolution had been made and that the Complaint had just been closed. Presumably to get rid of me. Despite asking for my complaint to be raised, I am told to call Customer Services - which I thought I had as this was the number on the website. Apparently not and she gives me what she calls 'the real number' - except they dont open until Monday:mad:

I moved banks in the interim 13 months and have now been sent an email saying the DD has failed. Unsure if I should pay, or wait until my Complaint is sorted as Im seeking compensation.

spiro

If they have not sent your final bill until 12 months after you have left them and they are now trying to bill you raise a complaint stating you believe the Back Billing should apply.

footyguy

dollydiva wrote: »

I left EE in October 2015 and was told Id get my final bill after 6 weeks. When that didnt happen, I contacted them in December 2015 and was told that they had system oroblems, but that Id get my bill soon.

After a further month, I contacted again and was told that it was still in a backlog.

So 2 weeks ago, Im a bit confused when I recieve a final bill 13 months later as Id assumed that maybe with my last DD it had all evened out and hence not hearing from them. Besides, 13 months is a long time and Id long forgotten about it.

So I call them and say that I want to make a complaint, am directed to the website and send off an email to the address given and receive an auto response. After hearing nothing, I call again and am told that my complaint was marked as 'resolved' the very same day I made it and that I shouldve received a call about it. When I push further, the Agent admits that no resolution had been made and that the Complaint had just been closed. Presumably to get rid of me. Despite asking for my complaint to be raised, I am told to call Customer Services - which I thought I had as this was the number on the website. Apparently not and she gives me what she calls 'the real number' - except they dont open until Monday:mad:

I moved banks in the interim 13 months and have now been sent an email saying the DD has failed. Unsure if I should pay, or wait until my Complaint is sorted as Im seeking compensation.

I cannot explain why they would have marked the complaint as resolved.
Did they re-open it for you? If they were not prepared to, perhaps ask for a deadlock letter?

If the complaint is not re-opened, and without a deadlock letter, all you can do is wait 8 weeks from originally lodging the complaint and then ask the ombudsman to assist you.

What are you expecting compo for? The ombudsman does not usually offer compo, so if it really is compo you want, perhaps you should go direct to commencing legal action.


Edit: The Extra Energy complaint procedure can be found here
http://www.extraenergy.com/home/faq/complaints

As you can see, the phone line is open Mon-Fri: 8am - 8pm and Sat: 9am – 5pm.
But you can write to them too, which is better as you can keep a copy
Whilst I'm normally against using email, it's not an issue with Extra Energy as they send you an automated acknowledgement of receipt - keep this in case of any claimed non-receipt by them later.

Edit2: remember, under the back billing rule, it essentially prohibits suppliers from charging a consumer more money more than 12 months after it should be.
However, usually with Extra Energy, people pay monthly by DD, (and many people think they have perhaps £100s if not £1000s credit due to infrequent billing by Extra Energy) - the back billing rule does not prevent Extra Energy using that accrued credit towards a bill, even if that bill is produced after 12 months.