ExtraEnergy - www.extraenergy.com Reviews

ExtraEnergy - www.extraenergy.com
★☆☆☆☆
1.1
From 4 reviews
1.0% of users recommend this

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1 Question | 2 Answers
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“Transfering to another supplier”

★★☆☆☆

written by saffron1 on 05/01/2017

Notified to change from extra energy for a dual fuel acc on the web with monthly direct debit.I had to read the meter for the new supplier at or close to the transfer date.I would not have known when this was if the new supplier had not written.after 1 month had not received final bill(via e-mail) so I rang,was told that there had been a dispute on the final read between the two suppliers which had nothing to do with me.It had been resolved and my final bill would be with me on the 21st Dec (3 working days via e-mail). I should be due a refund which would follow a maximum of 30 days after but probably 1 to 2 weeks. Today 5th jan I rang again as no final bill had been sent or appeared on my account.They still had not done the final bill but this would be done within 24 hrs and my refund of approx £50would take 1 to 2 weeks to be credited. They seem to think that telling what they are going to do and their system times is helping me.The fact that they have given me false promises (effectively lying) once means that I should be overjoyed that they have still achieved nothing but I can have new promises for future action and this helps me.Shades of British Gas at its worst.A company to avoid in the future

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“Long duration to reach them.”

★★☆☆☆

written by 19Jubail83 on 06/12/2016

Took 40 minutes to speak to Customer Service yesterday. Contract ending this month. No understanding that they will lose my custom and fail to attract new customers if this is their standard.

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“poor customer service”

★★☆☆☆

written by phillips27 on 19/03/2016

very poor customer service, complaints are not dealt with, managers refuse to speak to you, takes forever when you want to switch companies, feel like you have to fight to get your refund back at the end of a contract, found out by ex-employee staff are leaving every week due to poorly paid, no incentive, no pension scheme, some managers are not supportive, more work is piled onto operators for no extra pay, calls are rushed to keep the AHT down. Remember - customer service starts at the beginning of the call to end and dealt with to the customer's satisfaction.

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“Very Poor appalling service”

★★☆☆☆

written by Dwayne440 on 18/09/2015

worst energy company possible on purpose cancelled one direct payment and were threatened with BAILIFFS do not go near do not use this company

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Asked by vangellis0 on 14th August 2015 Report this content
Has anyone left them with credit and did they get there money back? If so, how easy was it?

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Answers (2)
Report this content Clangerette Written on: 17/08/2015
It took me 7 months and phoning them every day before I got my credit back. They sent me three incorrect bills too. They will do anything to hold onto your money. They also lie when you phone up, saying the person you need to speak to is in a meeting etc. I wouldn't go back to them if my life depended on it. Had to get the ombudsman involved in the end but it still took months
Report this content MisterHappy Written on: 17/08/2015
I left 8 months ago because their Service was poor to non-existent! My balance was a small amount in the red, (I owed them a few quid), but so far I have not received a final bill from them. This suggests their organisation is pretty dreadful so I wouldn't count on getting credit back quickly! However, if you are with them, in credit and about to leave I recommend sending them a letter, (by email or recorded delivery so you have proof), clearly stating your leaving date, the fact you are in credit and that you expect the remaining balance to be refunded to you promptly, within 28 Days. If you do not receive your refund within the 28 Days them straight away submit a Formal Complaint, (make sure you make it clear it is a Formal Complaint and tell them that you understand you can escalate the matter to the Independent Energy Ombudsman after 8 Weeks if they do not respond or fail to refund your money). Point out in the complaint that you are unhappy about the delay refunding YOUR MONEY and the fact that it could have been earning you interest, (if you are genuinely in Financial Hardship and the amount owed is substantial - in comparison to your income - then mention this as a relevant effect of them withholding your money). If they do not then refund your money after 8 Weeks, immediately submit the complaint to the Independent Energy Ombudsman. The Ombudsman may take some time to investigate but they WILL get your money back eventually and are likely to award compensation too! - I had a similar case with another energy supplier and the Ombudsman ruled in my favour, that the energy company had acted poorly and awarded £60 compensation on top!
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