Extra Energy Refund

pilkersa

Hi Tony - did you ever get your money back. I am in exactly the same situation - switched from EE to PP. Am getting nowhere with Scottish Power - very frustrating!

tony_d123

No, still waiting

Allumis

Anyone getting any joys with this?

Was told it would take up to 6 weeks to get a refund, its now the end of Feb and I'm still waiting owed £450+

Whats worse is I move properties in 3 weeks time and have no intentions on staying with SP (never intended to stay with them this long as they charge extortionate rates, but felt obliged to due to being owed such a large refund through fear it would just vanish)

Allumis

-Bump-

Anyone at all?

tony_d123

Still waiting for a reply from Scottish Power customer services.

Andy828

I’m owed over £300 and not heard anything. ScottishPower next to useless. I think I’ve lost the money to be honest.

molerat

Andy828 wrote: »

I’m owed over £300 and not heard anything. ScottishPower next to useless. I think I’ve lost the money to be honest.

You won't lose the money. Have you raised a complaint with SP ? I think SP have now had a reasonable time so a complaint is justified.

tony_d123

I have received three emails from SP. The first telling me I wasn't a customer so they don't owe me anything, the second acknowledging that they do owe me money and the third (today) stating that my account details from Extra Energy have not yet transferred to them, so once it gets transferred they will refund any credit amount left on the account.
All the information was in my correspondence to them, but they just don't read it or understand. The replies are always from what appears to be an Indian call centre and do not instil confidence, but I will not give up.
I'll give it another week, then make a formal complaint.

Anon2213123

Yes it is indian call centre staff who reply to emails and clueless is an understatement.

I wanted to know what was happening and weeks of back and forth with email staff really annoyed me. They would ask for my account number, I told them I don't have it due to account not being set up with SP. I give them my address, they reply asking again for the account number and again for my address. They even didn't bother logging my query as a complaint when I asked them to.... twice.

I put a complaint in with another department about it, the day they replied to my complaint they created my account.

My complaint was about a mix of things. Mostly the email customer support staff, but also the lack of correspondence. The complaint was resolved but I haven't heard anything off them since. They owe me just over £100 from my EE balance.

It's disgusting as this is people's money and they cant even be bothered to send a mass email to EE customers every week or so, just to keep them updated and put their mind at rest.

KarensLost

My situation just the same. Promised the refund by end Nov 2018 & still waiting.
Got sent round the houses by email & phone during Dec & Jan (30+ emails).
Seems Scot Power will not be refunding any of the customers in credit until they have meter reads & final bills for ALL the Extra Energy customers transferred to them.
Someone is having a great time with our money in the mean time.
The delays are really poor & the service awful.