Extra Energy nightmare

Hels123 · 19 July 2017 at 1:41PM

Just wondering if others have had problems with Extra Energy? I signed up in 2014, stayed for the offer period (a year? can't remember exactly), then switched to Ovo. Or so I thought. So although I'm paying Ovo each month, EE reckon my gas is still with them. Months of trying to sort it via their phone line, which was a major hassle as each time you end up telling the 'helper' the story from the start, it seemed to get sorted. I even got a refund of money that was in credit on my account. That was that I thought. I've since moved from Ovo (who were fine) to Octopus Energy and now in the last month EE have sent me an email saying I owe them nearly £400 apparently. !!!!!!!! What are they playing at. They've just rung me on a crappy line from South Africa by the sound of the employee, I couldn't hear so asked them to call back. And I'm still waiting. What to do? I can't remember evry detail of the ins and outs from way back in Autumn 2015 (tho I've got some notes). I feel like saying, 'fine, if you think I owe you this money, take me to court and prove it', cos I've been paying my monthly bills with each and every energy company every month. They are so incompetent & excruciatingly awful to deal with that I just can't bear the thought of trying to sort it out once again. Any advice please?

SummerFun · 20 July 2017 at 11:27AM

Hels123 wrote: »

Just wondering if others have had problems with Extra Energy? I signed up in 2014, stayed for the offer period (a year? can't remember exactly), then switched to Ovo. Or so I thought. So although I'm paying Ovo each month, EE reckon my gas is still with them. Months of trying to sort it via their phone line, which was a major hassle as each time you end up telling the 'helper' the story from the start, it seemed to get sorted. I even got a refund of money that was in credit on my account. That was that I thought. I've since moved from Ovo (who were fine) to Octopus Energy and now in the last month EE have sent me an email saying I owe them nearly £400 apparently. !!!!!!!! What are they playing at. They've just rung me on a crappy line from South Africa by the sound of the employee, I couldn't hear so asked them to call back. And I'm still waiting. What to do? I can't remember evry detail of the ins and outs from way back in Autumn 2015 (tho I've got some notes). I feel like saying, 'fine, if you think I owe you this money, take me to court and prove it', cos I've been paying my monthly bills with each and every energy company every month. They are so incompetent & excruciatingly awful to deal with that I just can't bear the thought of trying to sort it out once again. Any advice please?

Hi Hells123 :hello:

No I don't know of anyone else ever having any problems with Extra Energy.
I'm sure if they had done, someone would have posted about it previously, eh?

If you want to suggest to the supplier "fine, if you think I owe you this money, take me to court and prove it", I'm sure they will accept the challenge, having first trashed your credit rating.

As you cannot even remember the ins and outs of the case, save for a few notes, I think your defence will be something to behold.

Simple questions.
Does your Extra Energy online account allow you to input gas meter readings?

Have Ovo billed you for gas consumed since 2015, until you say you moved the gas supply to Octopus? Have Octopus billed you for gas since?

Have you tried Googling 'Who supplies my gas' and establishing what your gas supplier is according to the governing database?

RMS2 · 24 July 2017 at 3:32AM

SummerFun wrote: »

Hi Hells123 :hello:

No I don't know of anyone else ever having any problems with Extra Energy.
I'm sure if they had done, someone would have posted about it previously, eh?

Erm, there is a complaint thread about EE a mile long. The reason that you don't see it much, is most of us moved away from them a long time ago.

Dobbibill · 24 July 2017 at 6:07AM

OP - have you got any emails from them?

I had my supply with them from March 2015 - April 2016.
I received a 'sorry you're leaving email' in April 2016, followed by a 'Your first energy bill' email in June 2016. The account had been settled at this point, with meter readings to both them and my new supplier online and phone call to settle the credit they owed me.

A year later in June 2017, I received a final bill - this was for the few days from date of the settled bill until the date of the actual move (something like 3rd - 7th £3. odd)
For me, the calculation seemed proportionate so I didn't dispute the payment.

Gather up all the information you can, bills from them and your new supplier, meter readings on the bills or elsewhere (I take photos of my meters rather than carry a pen/paper between rooms), check for any old emails/letters etc from both suppliers.

You can't owe 2 companies for one supply so either you've under paid or you've paid the wrong company for the wrong period.

Make sure you get it sorted but rest assured you are not alone.
I did a quick search for other threads and only went back to the beginning of 2017 and there are several.......

https://forums.moneysavingexpert.com/discussion/5652381

https://forums.moneysavingexpert.com/discussion/5669294

https://forums.moneysavingexpert.com/discussion/5629451

https://forums.moneysavingexpert.com/discussion/5621370

https://forums.moneysavingexpert.com/discussion/5607800

https://forums.moneysavingexpert.com/discussion/5602327

https://forums.moneysavingexpert.com/discussion/5576418

https://forums.moneysavingexpert.com/discussion/5580630

OP - I haven't read them all to see if they will help you/your situation but hopefully you can have a read but as you can see they have created a fair few threads.

Good luck getting it sorted - please come back and let us know how you get on, it may help others in the future.