Extra Energy - Debt that is not mine

cool-dog

Hi,

I moved out of a property in September 2017, the electricity supplier at the time was Extra Energy, on the day of moving out I called and gave the closing meter reading, I was told account was closed, two weeks later I received a refund of the credit that was on the account.

About two weeks ago, i received a letter from 'extra energy' stating that they believe I was the resident since the date I moved out until now (they have written to my current address). I have not been the tenant since September 2017, I moved straight into my current property and can prove I have lived here since that date.

I called extra energy, after half a dozen or so dropped calls from their side, finally spoke to someone. As soon as I explained what has happened the agent hung up on me, I have since been unable to get through to anyone,

I emailed Scottish Power, as they have taken over Extra Energy's customers, I got an email back asking for a copy of the letter which I sent, I have not heard anything else.

I have today received another letter threatening debt collection.

I give up trying to call Extra Energy, they were a nightmare when they were trading, trying to communicate with them whilst they are in insolvency, is impossible to speak to someone who can act, the remaining staff they have are only employed to take payments apparently.

How do I progress this, to get this resolved? Can I take this to OFGEM? their website states that they will only deal with complaints once the complaints process has been followed with the supplier.

Thanks in advance.

Grey_Critic

You can telephone OFGEM. I have been assisting in resolving in dispute and found them very helpful when I rang - I woul not waste any time/money making telephone calls to Extra Energy or Scottih Power and keep well away from email. Write to them sending recorded delivery. That gives you proof of contact - emails get lost and people often have a bad memory about telephone calls. If you left the property then you must have prooof of doing so just as with the final reading/account.

twhitehousescat

happened to me , next occupier trashed meters , 12 mth later rung up , just moved in and faulty meter , eon sold mine to lowells I had to fight

onlyfoolsandparking

Grey_Critic wrote: »

You can telephone OFGEM. I have been assisting in resolving in dispute and found them very helpful when I rang - I woul not waste any time/money making telephone calls to Extra Energy or Scottih Power and keep well away from email. Write to them sending recorded delivery. That gives you proof of contact - emails get lost and people often have a bad memory about telephone calls. If you left the property then you must have prooof of doing so just as with the final reading/account.

Recorded delivery does not prove contact, in fact it can prove the opposite if recipient refuses to sign for it!!


Much better to post first class with FREE 'proof of postage certificate' that is deemed delivered 2 days after posting.

cool-dog

Thank you for your help everyone.

Mrs36

I am one of many people who have had similar problems with Extra Energy. I had lots of useful advice on this thread

https://forums.moneysavingexpert.com/discussion/5977959/extra-energy-account-closed-administrators-chasing-money-2-years-later

Hopefully it may help you too.