Help: Extra Energy :(

HannahBananah

Good Afternoon.


Sadly my partners father passed away at the end of last year and he was the account holder for our own electricity account with Extra Energy. He used to look after all the bills and paper work for everyone as he was business minded. We must've managed to miss a letter from them with our renewal on and have just opened a letter yesterday confirming our new plan which will start on 9th April 2017.


I have shopped around and the price is extortionate - so obviously I want to move to another supplier.

I attempted to call them several times both today and yesterday and have been cut off and hung up on several times before I managed to talk to anyone, sometimes being on hold for over 30 mins. It's very frustrating! I finally managed to speak to someone today who explained that they would need a copy fo the death certificate (not an issue) but that as it is a fixed term contract there is no way we can exit the contract and we are stuck with them for another year? Can they do that? Especially as the person they have the contract with is dead? The man on the phone was VERY unhelpful and would not let me speak to a manager.


Does anyone have any advice? My head hurts from the confusion and frustration

JJ_Egan

Ask to speak to their probate team .
Whoever is the executer of your Fathers estate should do this .

HannahBananah

Thank you. I got through to the bereavement team who were really helpful and understanding. Swapping to a new provider soon!

molerat

As a side point how were you rolled onto a new contract ? It is strictly forbidden to put you into a fixed term without explicit permission. I would get the executor to raise a formal complaint.