Add your feedback on energy supplier Extra Energy

lisa110rry · 31 January 2018 at 12:39PM

I thought I was out of the mess that is Extra Energy, having switched to a different supplier in September 2015, but no. I have received an email, text message and a phone call to my previous employer (!) saying there was an unpaid debt. What a farce! Well, thankfully a former colleague relayed the message to me (I'm now more or less retired). When I telephoned EE there was no option to dispute the debt, but I eventually managed to speak with someone. I have requested a full account, since I cannot access my on line account (not surprising after 30 months) and apparently they will send me one in the post. Thankfully, I have been keeping monthly readings on my own spreadsheet along with submitting to the supplier. I'm now off to send an email confirming the gist of my telephone conversation...

Phaeton · 31 January 2018 at 1:03PM

They cannot back bill you after 12 months it's Ombudsman's rules, they will try to tell you that they are not governed by Ombudsman's rule, hold steady & do not pay, they will back down, they have no choice.

lisa110rry · 31 January 2018 at 1:08PM

Gosh, is it just twelve months? For some reason I thought it was three years! I'll need to get chapter and verse on this.

Edited to add: I've got chapter and verse now from Ofgem and feel confident that 1) I provided them with readings each month and 2) they had my direct debit and could have billed me within twelve months had they wished. The invoice (which I hope will appear in the post) is only for £38, but I will dispute it because of the principle and the Ofgem rules.

System · 31 January 2018 at 1:25PM

lisa110rry wrote: »

Gosh, is it just twelve months? For some reason I thought it was three years! I'll need to get chapter and verse on this.

Edited to add: I've got chapter and verse now from Ofgem and feel confident that 1) I provided them with readings each month and 2) they had my direct debit and could have billed me within twelve months had they wished. The invoice (which I hope will appear in the post) is only for £38, but I will dispute it because of the principle and the Ofgem rules.

The Code for BackBilling is voluntary code AFAIK. You need to look carefully at the various scenarios before you decide whether you have a case. The latest Energy UK audit on the BBC states:

Quote: The Billing Code aims to drive improved standards of performance and to provide a common framework around which energy suppliers can build better processes and controls. Current members of the Code are: British Gas, EDF Energy, E.ON, RWE npower, ScottishPower and SSE. Other companies may follow the principles of the Code but are not included because, as non-members, their practices are not audited. Unquote

https://www.energy-uk.org.uk/files/docs/Industry%20codes/Code%20of%20Practice%20for%20accurate%20bills/CodeofpracticeforaccuratebillsWEB.pdf

The other important point to note is that the period 31 Jan 18 back to 31 Jan 17 is not subject to any application of the Code. (as of today's date). The Code relates to energy used prior to 31 Jan 17. The consumer must also have made some efforts to get a bill.

ianG · 31 January 2018 at 1:37PM

If it's voluntary then it is optional in my experience. Same for all sectors, estate agents, employment agencies, car dealers etc etc.

Phaeton · 31 January 2018 at 1:41PM

From Ofgen

Each case is looked at on its own merits; however, the 12 month limit for back-bills may apply in these examples when your supplier has:

Failed to bill you at all and you have requested bills from them
Billed you using estimated meter readings instead of valid readings provided by you or a meter reader
Billed you incorrectly by mixing up meter readings, and failed to act upon information available to put this right
Failed to do anything about a query or fault you have raised regarding your account or meter and subsequently allowed a large debt to build up on your account
Failed to reassess a payment arrangement (e.g. Direct Debit) within 15 months, or failed to reassess based on a reasonable estimate.

If you provide a final meter reading it's their fault if they fail to bill you correctly.

lisa110rry · 31 January 2018 at 1:42PM

Hello Hengus, I believe Extra Energy closed my direct debit and my on line account and therefore believe that his bill is in error. Thankfully, if they honour their promise to send me an entire account for the full period of their supply I will be able to precisely check it using my monthly spreadsheet and my banking records. Thankfully I have been keeping records for over 15 years! On principle I shall dispute the bill, just to see where I get to. Years and years involved with commercial claims gives me a great deal of confidence doing this. We'll see! But I take on board your comments. The Ofgem 'Back billing: your rights' page seems to indicate there are two things going on here - Ofgem rules and a separate, voluntary agreement. Perhaps I'll print off that page, highlighting the Ofgem rules, to go with my dispute.

Edited to change the name of the supplier, I accidentally wrote the name of my current supplier (an excellent company) rather than EE.

System · 31 January 2018 at 2:35PM

This is the latest position. Ofgem is consulting on changes to the Code. I have yet to see a published decision from them:

https://www.ofgem.gov.uk/publications-and-updates/ofgem-proposes-new-protection-consumers-back-billing

lisa110rry · 31 January 2018 at 4:04PM

Thanks for that Hengus, I reckon it will be worth a few stamps! If their position is entrenched I shall suggest that an 'inconvenience payment' would be appropriate, lol!

footyguy · 1 February 2018 at 12:35AM

Phaeton wrote: »

They cannot back bill you after 12 months it's Ombudsman's rules, they will try to tell you that they are not governed by Ombudsman's rule, hold steady & do not pay, they will back down, they have no choice.

What brings you to that assumption??? :huh:

What to do if you're still not happy…
If you've followed the above stages and you're unhappy with our final written position, or eight weeks have passed and your case hasn’t been resolved, you can take your complaint to Ombudsman Services: Energy.

Their contact details are:
Phone: 0330 440 1624 (textphone 0330 440 1600)
Web: www.ombudsman-services.org
Post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

Please note that you're required to have followed our internal complaints process before they will accept your case. The Ombudsman provide a free and impartial service. This will include a thorough investigation of your case. Once complete they may recommend additional action, this could be an apology, remedial action or financial compensation. If you accept their proposal, extraenergy is then bound by their decision.

http://www.extraenergy.com/home/faq/complaints

Add your feedback on energy supplier Extra Energy

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