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    • neveragainofwilts
    • By neveragainofwilts 11th Sep 17, 11:14 AM
    • 3 Posts
    • 1 Thanks
    neveragainofwilts
    Also Daily telegraph article of 22 July 2017 ("Jessica" where a couple were hounded for £83.52 in the same manner - it seems not even bad publicity wakes up these dodo's - and we know what happened to that species!
    • Feeder16
    • By Feeder16 16th Oct 17, 9:32 AM
    • 15 Posts
    • 2 Thanks
    Feeder16
    Joke of a Company
    I'm having major problems with this company at the moment.

    The house we have just moved into had them as the existing supplier. Firstly they would not speak to me for data protection reasons, despite only having my partners name as 'data' which was noted by the existing owner of the house. I asked them how they can be protecting my data, if they held no data for me.

    Now I am going round the house trying to close my account, I have switched to EDF who have accepted my opening readings, despite also providing Extra Energy the same readings as closing ones, they have issued a final bill based on estimates( I owe more for gas, but significantly less for electric); they have also said an engineer was sent out to check the readings but was unable to get to the meters (both meters are located external next to the front door). I am now 10 working days gone and they are not replying to my emails.

    What should my next step be?
    • applicationcen
    • By applicationcen 19th Oct 17, 2:00 PM
    • 93 Posts
    • 10 Thanks
    applicationcen
    I'm having major problems with this company at the moment.

    The house we have just moved into had them as the existing supplier. Firstly they would not speak to me for data protection reasons, despite only having my partners name as 'data' which was noted by the existing owner of the house. I asked them how they can be protecting my data, if they held no data for me.

    Now I am going round the house trying to close my account, I have switched to EDF who have accepted my opening readings, despite also providing Extra Energy the same readings as closing ones, they have issued a final bill based on estimates( I owe more for gas, but significantly less for electric); they have also said an engineer was sent out to check the readings but was unable to get to the meters (both meters are located external next to the front door). I am now 10 working days gone and they are not replying to my emails.

    What should my next step be?
    Originally posted by Feeder16
    EE are not to be trusted.
    Step 1 - use EE’s email address to make an official complaint detailing all your issues. I would also print your complaint out AND use a recorded delivery letter to ensure you have proof of the date that you made the complaint.

    Phone: 0800 953 4774 (Mon-Fri: 8am - 8pm and Sat: 9am – 5pm)
    Email: customercare@extraenergy.com
    Post: Extra Energy Supply Ltd, PO Box 10243, Ashby de la Zouch, LE65 9ED

    Step 2 - if you are certain that they are incorrectly charging you should consider removing any Direct Debit. Don't let them take any money until you are certain the bill is correctly calculated and proof of the calculations is in a simple understandable format. There is nothing illegal about stopping a direct Debit especially with the amount of evidence against EE abusing customers through unprofessional billing tricks. Tabulate the actual readings and offer to pay them the outstanding amount by cheque on condition that the payment is in full and final settlement. If they do not agree in writing that you have made a payment in final settlement, then don't trust them.

    Step 3 - use the instructions on the Energy Ombudsman to lodge a complaint if EE do not rectify or respond within the statutory time limits.

    https://www.ombudsman-services.org/sectors/energy/complain-now?gclid=EAIaIQobChMI66fj1tv81gIVBxIbCh08PgKTEAAY ASAAEgJrQvD_BwE

    This Ofgem investigation is currently reviewing the very worst type of complaints possible in the spectrum of bad things that energy companies are capable of – short of physically damaging their customers.

    https://www.ofgem.gov.uk/publications-and-updates/ofgem-opens-investigation-extra-energys-customer-service-and-billing-processes
    Last edited by applicationcen; 19-10-2017 at 2:04 PM.
    • footyguy
    • By footyguy 19th Oct 17, 2:26 PM
    • 4,136 Posts
    • 1,671 Thanks
    footyguy
    I'm having major problems with this company at the moment.

    The house we have just moved into had them as the existing supplier. Firstly they would not speak to me for data protection reasons, despite only having my partners name as 'data' which was noted by the existing owner of the house. I asked them how they can be protecting my data, if they held no data for me.

    Now I am going round the house trying to close my account, I have switched to EDF who have accepted my opening readings, despite also providing Extra Energy the same readings as closing ones, they have issued a final bill based on estimates( I owe more for gas, but significantly less for electric); they have also said an engineer was sent out to check the readings but was unable to get to the meters (both meters are located external next to the front door). I am now 10 working days gone and they are not replying to my emails.

    What should my next step be?
    Originally posted by Feeder16
    You won't be able to switch supplier until you are registered with the existing supplier.

    Contact the supplier and explain you have just moved in and wish to create an account - the supplier knows there has been a change of ownership as the last customer has done the right thing and advised the supplier he has moved out

    (You might want to check with your partner that she hasn't already done this )

    Theres some video information on their front page for people moving in

    Also there is some info in their FAQ's - check it out
    • bjdav14
    • By bjdav14 27th Nov 17, 12:33 PM
    • 3 Posts
    • 0 Thanks
    bjdav14
    dont do it
    to anybody out there that is thinking of perhaps saving a bit of money and signing up to these, please save yourself a hell of a lot of trouble and spend a few more pounds and go anywhere else but these. just had my direct debit increased from £68 per month to £207 per month despite the fcat that i am only £86 in debit a month before xmas. customer service is next to useless and because of this i have switched to british Gas. i have lodged a formal complaint with them and will be no doubt be taking this to ofgem. please do not sign up to these!!!!!!!!!!!!!!!!!!
    • footyguy
    • By footyguy 27th Nov 17, 2:13 PM
    • 4,136 Posts
    • 1,671 Thanks
    footyguy
    to anybody out there that is thinking of perhaps saving a bit of money and signing up to these, please save yourself a hell of a lot of trouble and spend a few more pounds and go anywhere else but these. just had my direct debit increased from £68 per month to £207 per month despite the fcat that i am only £86 in debit a month before xmas. customer service is next to useless and because of this i have switched to british Gas. i have lodged a formal complaint with them and will be no doubt be taking this to ofgem. please do not sign up to these!!!!!!!!!!!!!!!!!!
    Originally posted by bjdav14
    Ofgem will not be interested in your complaint against any energy supplier.

    It seems quite a common problem with quite a few suppliers who change monthly DD amounts without good cause. I think it was EDF that I had repeated issues with in the past on this, and I think BG have also been known to do so (usually based on forward pricing based on Ofgem's own mandated calculation method when a fixed term plans to end within 12 months of the calculation date).

    There's even an MSE article that explains how to fight back
    https://www.moneysavingexpert.com/utilities/lower-energy-direct-debits

    However, if your account is already in debt at this time of year, it sounds like you completely mis-judged your anticipated annual consumption in kWh when you joined the supplier. This means that your comparison could also be misleading.

    I suggest you find out what the anticipated annual aconsumption is now expected to be, and run another comparison asap.

    If you have already switched supplier, I see no reason any supplier would now alter your monthly DD. Await the final bill (the supplier has 6 weeks to produce this from actaul switch date) and be prepared to pay whatever you owe.

    Good luck!
    Last edited by footyguy; 27-11-2017 at 2:17 PM.
    • GEDJARVIS
    • By GEDJARVIS 28th Nov 17, 2:57 PM
    • 14 Posts
    • 2 Thanks
    GEDJARVIS
    take my advice... AVOID!
    • GEDJARVIS
    • By GEDJARVIS 28th Nov 17, 3:02 PM
    • 14 Posts
    • 2 Thanks
    GEDJARVIS
    Avoid Extra Energy at all costs. When they mess up they blame the customer and as a customer I have lost out.....AVOID.
    • ijc403
    • By ijc403 5th Dec 17, 10:01 AM
    • 1 Posts
    • 0 Thanks
    ijc403
    Like many others - my experience with this company is bad....all bad! I had a number of problems to such an extent that I ended up making a formal complaint - which they ignored! (in breach of industry regulations). Eventually, I took a case to the Energy Ombudsman and a variety of sanctions were imposed upon Extra Energy. Lessons learned....(1) Avoid Extra Energy like the plague and (2) referring an energy company to Ofgem was a surprisingly easy, efficient and effective process.
    • molerat
    • By molerat 5th Dec 17, 2:42 PM
    • 18,812 Posts
    • 12,996 Thanks
    molerat
    I was with them for 2 years and they were pretty poor, took 7 months to get my credit back but it was less than £1. My daughter was with them for 3.5 years with no major problems except for lack of bills in the early stages. For the past couple of years the bills have been on time and accurate. As soon as they got the switch message from the new supplier they stopped taking the DD. Switch was 13 Nov and final bill issued 30th Nov with the £30 outstanding to be taken 10th Dec. Pretty efficient in that respect.
    www.helpforheroes.org.uk/donations.html
    • BOBef
    • By BOBef 20th Dec 17, 2:06 PM
    • 1 Posts
    • 0 Thanks
    BOBef
    Avoid at all costs. Their “Customer service” has been obstructive & dismissive with my situation. They did offer the best fixed rate at the time I went on supply so no argument there but the downside has been the unnecessary & forever increasing direct debit charges & very poor customer service to try & resolve issues. Six ‘phone calls totalling over two hours over two days to get nowhere. Very poor.
    • lisa110rry
    • By lisa110rry 31st Jan 18, 11:39 AM
    • 1,741 Posts
    • 3,036 Thanks
    lisa110rry
    "Final Bill" issued over 30 months after leaving!
    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...
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    !!!8213; Julian of Norwich
    In other words, Don't Panic!
    • Phaeton
    • By Phaeton 31st Jan 18, 12:03 PM
    • 17 Posts
    • 0 Thanks
    Phaeton
    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
    • By lisa110rry 31st Jan 18, 12:08 PM
    • 1,741 Posts
    • 3,036 Thanks
    lisa110rry
    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.
    Last edited by lisa110rry; 31-01-2018 at 12:14 PM.
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    !!!8213; Julian of Norwich
    In other words, Don't Panic!
    • Hengus
    • By Hengus 31st Jan 18, 12:25 PM
    • 5,936 Posts
    • 3,657 Thanks
    Hengus
    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.
    Originally posted by lisa110rry
    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

    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.
    Last edited by Hengus; 31-01-2018 at 12:39 PM. Reason: tabulation error
    • ianG
    • By ianG 31st Jan 18, 12:37 PM
    • 73 Posts
    • 16 Thanks
    ianG
    If it's voluntary then it is optional in my experience. Same for all sectors, estate agents, employment agencies, car dealers etc etc.
    • Phaeton
    • By Phaeton 31st Jan 18, 12:41 PM
    • 17 Posts
    • 0 Thanks
    Phaeton
    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
    • By lisa110rry 31st Jan 18, 12:42 PM
    • 1,741 Posts
    • 3,036 Thanks
    lisa110rry
    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.
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    !!!8213; Julian of Norwich
    In other words, Don't Panic!
    • Hengus
    • By Hengus 31st Jan 18, 1:35 PM
    • 5,936 Posts
    • 3,657 Thanks
    Hengus
    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
    • By lisa110rry 31st Jan 18, 3:04 PM
    • 1,741 Posts
    • 3,036 Thanks
    lisa110rry
    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!
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    !!!8213; Julian of Norwich
    In other words, Don't Panic!
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