Extra Energy Refund

snow99

Same problem.



As a really skint pensioner, I built up a credit with Extra Energy over the summer towards the winter bill.

Scottish Power insist that their final bill is paid right now this minute with the refund to be processed at their leisure.
My calculations indicate that the refund is at least equal to the amount owed so I've put in a complaint.
Additionally, they have been so slow and have not kept to their word as indicated in their initial cheery emails describing the takeover process.

KarensLost

Hi All, Latest email from Scot P about my refund below. Clearly they have no clue about their responsibilities...

Thank you for your recent e-mail.

I can see that you are contacting us regarding the bill you received from the Extra Energy.

I have checked and can see that you had changed supplier before Extra Energy ceased and thus your current supplier now is Octopus Energy. As we were not the supplier for this property at any time, we will not be able to assist you in this matter. I would request you to contact your current supplier for any assistance.

Need more help? There are a number of quicker and easier ways to get in touch – online, chat or phone. Visit ,,, or download our energy app, search ‘ScottishPower – your energy’ via the iOS App or Android Google Play Store.

Kind regards
Gurpreet Kaur
Customer Services Representative
Scottish Power

Anon2213123

It's Indian call centre staff who have no clue. What they have said to you is incorrect.

Due to that I would advise you to put in a complaint with SP now, who, when they get round to investigating the complaint, will issue you with compensation.

It seems the Indian call centre staff just don't fully understand at all what happened to EE and how customers money is supposed to be passed to SP. They are completely incompetent with repeatedly giving the wrong advice.

Still waiting for my refund as well. I won't be paying a penny to SP until I get my credit balance transferred and then will be switching away from them.

tony_d123

KarensLost, i got exactly the same email from Scottish Power, then when I questioned it, another requesting that I ignore the previous email and informing me that yes, they are responsible for any credit balance refund which I had with extra energy.

I have now messaged them issuing a formal complaint, so they have 8 weeks and then I can go to the ombudsman.

gregsue

I moved from Extraenergy In October 2018, just before they went into administration, so I too am still awaiting a refund of over £300, have constantly rung EE helpline and Scottish power, understand that they have to refund the "live" people first before people like myself who refixed with another provider. However, I am still been told by EE that they cannot send over my account for SP to send me a refund cheque as they are still dealing with the "live" people. Is anyone else still waiting please, any more recent stories please? Getting very frustrated, I have now been waiting around 17 months for my refund. Thanks in advance.

molerat

All of you who have already contacted SP and got nowhere just take your complaint to the ombudsman, that is what they are there for.

tony_d123

I finally received my refund, after over 12 months wait!

gregsue

molerat said:

All of you who have already contacted SP and got nowhere just take your complaint to the ombudsman, that is what they are there for.

I have complained to the company first and apparently have to wait 8 weeks and if still unresolved can then report to the ombudsman, just thought I'd ask on here if there are a lot of people in the same position as myself. Thanks.

fatewise

gregsue said:

... I have now been waiting around 17 months for my refund. ...

gregsue said:

I have complained to the company first and apparently have to wait 8 weeks ...

Correct me if I'm wrong, but isn't 17 months longer than 8 weeks?

gregsue

fatewise said:

gregsue said:

... I have now been waiting around 17 months for my refund. ...

gregsue said:

I have complained to the company first and apparently have to wait 8 weeks ...

Correct me if I'm wrong, but isn't 17 months longer than 8 weeks?

Sorry, I have only just complained to the company so have to wait the 8 weeks, its 17 months I've been waiting but did accept that it would take a long time before I got my money but getting ridiculous now.