Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
Page 154
    • regis598
    • By regis598 29th Mar 18, 7:50 AM
    • 56 Posts
    • 9 Thanks
    regis598
    Experian insisted that was the only way I could do it. The reason being that it was done through Credit Club and all he kept asking was do I want their web address.

    This is the response I got when doing it through Experian.

    Thank you for contacting us about your Experian Credit Report provided through MoneySavingExpert's Credit Club. This is an auto-response designed to help you access the right information for us to help you.

    If you have a new query on your Experian Credit Report you will need to raise this through the 'Need some help' section when accessing your report.

    https://clubs.moneysavingexpert.com/creditclub/login
    Last edited by regis598; 29-03-2018 at 9:32 AM.
    • FullForce
    • By FullForce 29th Mar 18, 10:00 AM
    • 147 Posts
    • 63 Thanks
    FullForce
    Experian insisted that was the only way I could do it. The reason being that it was done through Credit Club and all he kept asking was do I want their web address.

    This is the response I got when doing it through Experian.

    Thank you for contacting us about your Experian Credit Report provided through MoneySavingExpert's Credit Club. This is an auto-response designed to help you access the right information for us to help you.

    If you have a new query on your Experian Credit Report you will need to raise this through the 'Need some help' section when accessing your report.

    https://clubs.moneysavingexpert.com/creditclub/login
    Originally posted by regis598
    That's right. You either need to go through MSE Credit Club or contact the creditor directly.

    What if something’s wrong on my Experian Credit Report?

    If you do find anything that you think is wrong on your report, you can use the ‘Need some help’ support when you view your Experian Credit Report in Credit Club, and Experian will be able to help you dispute the information. Experian will then have 28 days to respond to you with its findings.



    Alternatively, you can contact the lender directly to dispute the information it has provided to Experian.


    If you do get something corrected with the lender directly, it’s worth checking that the change is also carried across to your Equifax and Callcredit credit reports, if relevant (not all lenders report to all three agencies). Any corrections made the lender directly can take 4-6 weeks to impact your report(s).
    Source: https://www.moneysavingexpert.com/creditclub/faq
    • lisa110rry
    • By lisa110rry 29th Mar 18, 10:30 AM
    • 1,741 Posts
    • 3,036 Thanks
    lisa110rry
    Well it would appear the saga is not yet over...

    Despite having an email from EE clearly stating my balance is £0 and having been given an extra £10 to cover postage costs of my complaint, I had a call from EE's credit chasing company asking me about my "debt" on Monday at about 5pm. I explained and forwarded the email asking them to confirm receipt (which hasn't happened). I wonder when all of this will be over?
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    ― Julian of Norwich
    In other words, Don't Panic!
    • regis598
    • By regis598 29th Mar 18, 10:51 AM
    • 56 Posts
    • 9 Thanks
    regis598
    As I said in my previous post EE were not interested in what had been sent to Experian. As far as they were concerned my account with them was closed but this was contradicted by what they had told Experian.
    • lisa110rry
    • By lisa110rry 29th Mar 18, 11:12 AM
    • 1,741 Posts
    • 3,036 Thanks
    lisa110rry
    Blimey! Just decided to call the credit agency to make sure they had received my email and they said the issue was closed! I asked them to confirm in writing and got the following (some I have redacted).

    Good morning Mrs *****,

    Following our conversation today I can confirm that your outstanding account with our client Extra Energy Supply Limited has been closed as of 29/03/2018 and no further contact from ourselves shall be made to you regarding this account.

    Finally!
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    ― Julian of Norwich
    In other words, Don't Panic!
    • FullForce
    • By FullForce 29th Mar 18, 11:18 AM
    • 147 Posts
    • 63 Thanks
    FullForce
    As I said in my previous post EE were not interested in what had been sent to Experian. As far as they were concerned my account with them was closed but this was contradicted by what they had told Experian.
    Originally posted by regis598
    http://www.extraenergy.com/home/faq/complaints
    • regis598
    • By regis598 29th Mar 18, 3:42 PM
    • 56 Posts
    • 9 Thanks
    regis598
    The complaint was lodged yesterday and today I received a phone call and email from EE explaining that they are new to using credit referency agencies and will get the report corrected as soon as they can. They have also confirmed, in the email, that the account is clear and closed.

    Things have certainly speeded up since I last contacted them. Perhaps they are getting there slowly.
    • MABLE
    • By MABLE 4th Apr 18, 1:54 PM
    • 3,654 Posts
    • 1,923 Thanks
    MABLE
    Even though I left this company about 3 years ago they now appear on my credit file with 4 nice green ticks which indicates account up to date. However the account should be closed.
    • MABLE
    • By MABLE 4th Apr 18, 1:56 PM
    • 3,654 Posts
    • 1,923 Thanks
    MABLE

    It would appear that EE will haunt me for eternity.
    Originally posted by regis598
    Exactly how I feel.
    • MABLE
    • By MABLE 28th Apr 18, 9:31 AM
    • 3,654 Posts
    • 1,923 Thanks
    MABLE
    Even though I left this company about 3 years ago they now appear on my credit file with 4 nice green ticks which indicates account up to date. However the account should be closed.
    Originally posted by MABLE
    UPDATE

    Well I contacted the credit reference agency and they in turn contacted EE who have now completely deleted entry from my credit file.
    • Farmerbob
    • By Farmerbob 28th Apr 18, 1:55 PM
    • 211 Posts
    • 127 Thanks
    Farmerbob
    UPDATE

    Well I contacted the credit reference agency and they in turn contacted EE who have now completely deleted entry from my credit file.
    Originally posted by MABLE
    Same here got it done this week via the credit agency rather than go though the torture of calling EE
    • Zack1uk
    • By Zack1uk 8th May 18, 2:50 PM
    • 3 Posts
    • 0 Thanks
    Zack1uk
    Advice Please
    Hi
    I've decided to leave EE. However, my account with them is over £300 in credit and that is based upon a significantly overestimated bill 2 months ago. I would estimate that when my next bill is issued at the start of June I will probably be £450 in credit.

    This is partly due to me being rubbish at providing them with actual meter readings (and when I did there system would no accept them as they were too low...unoccupied house), and partly due to them not reducing my Direct Debit (DD) when the house became unoccupied for 12 months (and their CS forced the meter readings manually.

    I'm now back in the house but want to switch to another supplier. I'm concerned that if I leave them now, it could take forever for them to issue me with a final bill and the subsequent refund, but if I apply for (and wait) for a refund and / or reduction in DD before leaving, then the refund and reduced DD might not happen, or I could be waiting an age for that, whilst still paying an inflated DD and racking up even more credit.

    I did think about cancelling the DD, but then foresee problems with getting a refund in future, as well as the potential issues highlighted elsewhere in this thread with regards to there systems double charging for failed DD's.

    Any advice gratefully received.
    • molerat
    • By molerat 8th May 18, 8:51 PM
    • 19,574 Posts
    • 13,772 Thanks
    molerat
    UPDATE

    Well I contacted the credit reference agency and they in turn contacted EE who have now completely deleted entry from my credit file.
    Originally posted by MABLE
    Same here got it done this week via the credit agency rather than go though the torture of calling EE
    Originally posted by Farmerbob
    Mine has gone as well. No "changes" to my report, not appearing in the closed accounts section, just gone altogether. The same as happened to my mis-reported EOn account with Eqifax. So rather than bother to correct and report accurately Experian delete it altogether
    https://www.helpforheroes.org.uk/give-support/donate-now/
    • wavelets
    • By wavelets 9th May 18, 10:28 AM
    • 555 Posts
    • 242 Thanks
    wavelets
    Hi
    I've decided to leave EE. However, my account with them is over £300 in credit and that is based upon a significantly overestimated bill 2 months ago. I would estimate that when my next bill is issued at the start of June I will probably be £450 in credit.

    This is partly due to me being rubbish at providing them with actual meter readings (and when I did there system would no accept them as they were too low...unoccupied house), and partly due to them not reducing my Direct Debit (DD) when the house became unoccupied for 12 months (and their CS forced the meter readings manually.

    I'm now back in the house but want to switch to another supplier. I'm concerned that if I leave them now, it could take forever for them to issue me with a final bill and the subsequent refund, but if I apply for (and wait) for a refund and / or reduction in DD before leaving, then the refund and reduced DD might not happen, or I could be waiting an age for that, whilst still paying an inflated DD and racking up even more credit.

    I did think about cancelling the DD, but then foresee problems with getting a refund in future, as well as the potential issues highlighted elsewhere in this thread with regards to there systems double charging for failed DD's.

    Any advice gratefully received.
    Originally posted by Zack1uk
    Why do you want to leave EE?

    Sounds like you are looking for an excuse to stay with them, to me

    Why have you allowed the account to get into so muich credit???

    Why haven't you provided your supplier with an accurate meter reading if their estimate is so far out???

    When you leave a supplier, the new supplier passes the agreed start readings to the old supplier to produce a final bill.

    The old supplier has 6 weeks from the actual switch date to produce a final bill ... and and refund will usually be paid shortly thereafter (as any amount owing would be expected to be paid shortly thereafter)
    • Zack1uk
    • By Zack1uk 9th May 18, 12:08 PM
    • 3 Posts
    • 0 Thanks
    Zack1uk
    Why do you want to leave EE?
    Cheaper deals elsewhere, and the 150 pages of problems on this thread might be a clue!

    Sounds like you are looking for an excuse to stay with them, to me

    Not sure why you think that but fair enough!

    Why have you allowed the account to get into so muich credit???
    Because I have been living away from the house and haven't really paid it much attention. I gave them a meter reading last year when the credit was far less, told them I was absent, and they said they would adjust the direct debit to reflect the new lower usage. I did get an email saying they were reducing my Direct debit (but not by how much) and didn't think any more than that. Lesson learned!

    Why haven't you provided your supplier with an accurate meter reading if their estimate is so far out???
    As I said I haven't been living at the property, I have visited it three or four times in the past year. Once I took the meter reading (3 months after moving out), and the other times I either forgot or had to leave in a hurry for an emergency the other side of the country.

    When you leave a supplier, the new supplier passes the agreed start readings to the old supplier to produce a final bill.

    The old supplier has 6 weeks from the actual switch date to produce a final bill ... and and refund will usually be paid shortly thereafter (as any amount owing would be expected to be paid shortly thereafter)
    Which gets back to my original question (that remains unanswered) as to whether those more knowledgeable (and experienced with EE) than me would just switch and wait for final bill and subsequent refund or get refund now and then switch. I know that is the way it is supposed to work (thanks to this site), but it seems that many many people are waiting many months (and in some cases well over a year) for the final bill, and even longer for the refund.
    • chas1999
    • By chas1999 9th May 18, 5:30 PM
    • 96 Posts
    • 72 Thanks
    chas1999
    Hi
    I've decided to leave EE. However, my account with them is over £300 in credit and that is based upon a significantly overestimated bill 2 months ago. I would estimate that when my next bill is issued at the start of June I will probably be £450 in credit.

    This is partly due to me being rubbish at providing them with actual meter readings (and when I did there system would no accept them as they were too low...unoccupied house), and partly due to them not reducing my Direct Debit (DD) when the house became unoccupied for 12 months (and their CS forced the meter readings manually.

    I'm now back in the house but want to switch to another supplier. I'm concerned that if I leave them now, it could take forever for them to issue me with a final bill and the subsequent refund, but if I apply for (and wait) for a refund and / or reduction in DD before leaving, then the refund and reduced DD might not happen, or I could be waiting an age for that, whilst still paying an inflated DD and racking up even more credit.

    I did think about cancelling the DD, but then foresee problems with getting a refund in future, as well as the potential issues highlighted elsewhere in this thread with regards to there systems double charging for failed DD's.

    Any advice gratefully received.
    Originally posted by Zack1uk
    Hi Zack, from someone faced with the same dilemma 3 years ago. I decided to leave and eventually got my overpayments back 6 months later after Ombudsman involvement. And BTW that refund was paid directly into my bank account even though I'd cancelled my DD.

    As I see it you have 2 choices:

    1. Stay with EE and be faced with a lot of hassle and time getting them to accept your meter reading, hoping they will reduce your DD, and asking for some of the overpayments to be refunded.
    or
    2. Leave EE and be faced with a lot of hassle and time getting them to refund your overpayments.

    If you opt for 1 you may still be faced with 2 when you do eventually decide to leave.

    You will get your money back (unless they go bust) but maybe not this year.

    This may be of help though much of it applies just to the Big 6:

    https://www.moneysavingexpert.com/utilities/reclaim-energy-bill-refunds

    Maybe it's worth going to the Big 6 because with the others it looks like you're on your own when something goes wrong. Having said that I'm with Bulb now and all is very well. CS seems to be great. I made a minor billing request that was actioned very quickly in a friendly manner.

    Good luck whatever you decide.
    • Zack1uk
    • By Zack1uk 9th May 18, 6:23 PM
    • 3 Posts
    • 0 Thanks
    Zack1uk
    Hi Zack, from someone faced with the same dilemma 3 years ago. I decided to leave and eventually got my overpayments back 6 months later after Ombudsman involvement. And BTW that refund was paid directly into my bank account even though I'd cancelled my DD.

    As I see it you have 2 choices:

    1. Stay with EE and be faced with a lot of hassle and time getting them to accept your meter reading, hoping they will reduce your DD, and asking for some of the overpayments to be refunded.
    or
    2. Leave EE and be faced with a lot of hassle and time getting them to refund your overpayments.

    If you opt for 1 you may still be faced with 2 when you do eventually decide to leave.

    You will get your money back (unless they go bust) but maybe not this year.

    This may be of help though much of it applies just to the Big 6:



    Maybe it's worth going to the Big 6 because with the others it looks like you're on your own when something goes wrong. Having said that I'm with Bulb now and all is very well. CS seems to be great. I made a minor billing request that was actioned very quickly in a friendly manner.

    Good luck whatever you decide.
    Originally posted by chas1999
    Thanks for the helpful response Chas. I too was looking at Bulb. I've asked for a refund, will see what response I get over the next few weeks and take it from there.
    • regis598
    • By regis598 11th May 18, 10:04 AM
    • 56 Posts
    • 9 Thanks
    regis598
    Why do you want to leave EE?

    Sounds like you are looking for an excuse to stay with them, to me

    Why have you allowed the account to get into so muich credit???

    Why haven't you provided your supplier with an accurate meter reading if their estimate is so far out???

    When you leave a supplier, the new supplier passes the agreed start readings to the old supplier to produce a final bill.

    The old supplier has 6 weeks from the actual switch date to produce a final bill ... and and refund will usually be paid shortly thereafter (as any amount owing would be expected to be paid shortly thereafter)
    Originally posted by wavelets
    I switched from EE to my current supplier on 25 August 2015 and received my refund on 4 January 2016. EE do not comply with the rules as many of the posts on this forum will confirm.
    Last edited by regis598; 11-05-2018 at 10:20 AM.
    • Hengus
    • By Hengus 11th May 18, 10:11 AM
    • 6,548 Posts
    • 4,201 Thanks
    Hengus
    I switched from EE to my currect supplier on 25 August 2015 and received my refund on 4 January 2016. EE do not comply with the rules as many of the posts on this forum will confirm.
    Originally posted by regis598

    The Standard Licence Condition (SLC) relating to Final Bills specifies that suppliers are to use their 'reasonable efforts' to issue a Final Bill no later than 6 weeks after a transfer of supply. Lawyers make £Ms a year arguing about what is reasonable and and what is unreasonable. There is no SLC which specifies how quickly a refund has to be made.
    • regis598
    • By regis598 11th May 18, 10:26 AM
    • 56 Posts
    • 9 Thanks
    regis598
    The Standard Licence Condition (SLC) relating to Final Bills specifies that suppliers are to use their 'reasonable efforts' to issue a Final Bill no later than 6 weeks after a transfer of supply. Lawyers make £Ms a year arguing about what is reasonable and and what is unreasonable. There is no SLC which specifies how quickly a refund has to be made.
    Originally posted by Hengus
    My post simply outlines EE's attitude towards their customers, Bear in mind that they wouldn't allow a customer to owe them money for EIGHTEEN WEEKS.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

135Posts Today

1,520Users online

Martin's Twitter
  • "Sabrina, you're young. I'm not sure you've the experience I'm looking for in a business partner." Eh? Isn't the pr? https://t.co/IeTxBQq2OU

  • I am predicting the word myself will be misused 6 times in today;s boardroom. What do yourself think? #TheApprentice

  • Not sure how I ever succeeded running a successful entreprise? After all my gardening and garden design skills are? https://t.co/FFnvkjsGDU

  • Follow Martin