ExtraEnergy - www.extraenergy.com
Value For Money
ExtraEnergy - www.extraenergy.com
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User Reviews
Value For Money
Glad They've Shut Down!
At first extra energy were a good company. Reasonable prices. However, when I moved I discovered something different....
Despite having CREDIT on my meter, they've tried to bill me for over £600! They said it was from a previous address, then kept getting the addresses and account numbers mixed up.
I've made several complaints and demanded to know where the supposed "£600 bill" came from. And also queried why they couldn't refund me the £50 credit on my account when I left.
No straight answers!
Scottish Power will be taking over from extra energy and I'm glad of that.
Value For Money
Appalling Company
From my experience I would not recommend anyone to use Extra Energy. There are many reviews online including on Which and MoneySavingExpert that would reflect my feelings. Having moved into a house supplied by Extra Energy I had no alternative but to be supplied by them for the few weeks it took me to set up an account with another supplier. They supplied me for 3 weeks for Gas ONLY and I was shocked to receive an extortionate bill for nearly £80 (I'm in a small 2 bed house). Communication with their Customer Service to appeal this proved futile. Their customer service staff repeating set scripts like soulless robots. Their argument being that I could have had a cheaper tariff if I had taken out a fixed price tariff contract, thus signing up for a year (sure!!). But because I was forced into being supplied by them until I could get a different supplier set up, of course I didn't want a 1 year contract... therefore they charged me an expensive tariff because I was trapped in to using them for those 3 weeks. Avoid! They do not care about their customers, just their money.
Money Owed To Customer
ExtraEnergy owe me over £700, they reject my emails because my orginal email no longer exists, they advise me to change on their system, but my account is closed so I cant, even they cant, so now I am having to take them to court - if any one from ExtraEnergy can be bothered to pick up the phone the account number 003150
Value For Money
Do Not Use This Company!
DO NOT USE this company!
they are very quick to take on your business but then once you become a customer our experience is that they will put EVERY obstacle in your path when it comes to replying to queries and general account handling. One day they will speak to you on the phone and the next time insist that they can't due to the dreaded Data Protection rules which makes any communication less enjoyable than pulling your own teeth out.
if you have a lifetime to deal with such matters, enjoy being treated with complete contempt and love a battle then this is the firm for you
I don't and would not go anywhere near them!
Value For Money
Warning - Signing Up/using This Outfit Will Cost You!
Fortunately, I have now left this awful, horrible, so-called very devious and nasty utility provider and have, thank the Lord, moved my electricity to Octopus Energy, who are outstanding in comparison to Extra Energy!!!
Extra Energy have absolutely dreadful 'customers services'!?! are non existent!
Be warned, their sales contracts/sign up department will constantly lie to you and sign you up on as long tied in contract as possible, based completely on non-factual standing unit charges and horrendous usage rates! Once you are in their evil grips, they will MASSIVELY HIKE UP YOUR MONTHLY PRICES, WITHOUT YOU KNOWING & ON THE SLY, TO RIDICULOUS RANDOM NON SENSICALE FIGURES AND FREELY PULL OUT YOUR BANK ACCOUNTS VIA DIRECT DEBIT WHATEVER THEY SO CHOOSE, AGAIN, WITHOUT ANY PRIOR WARNING, NOTIFICATION OR ANY FORM OF CONTACT!!! FACT!!!
DO NOT EVER USE EXTRA ENERGY - EVER!!!!
THEY RE ALSO BEING HEAVILY INVESTIGATED BY OFGEM AND THE OMBUDSMAN FOR THEIR VERY BAD AND TOTALLY WRONGFUL BUSINESS PRACTICES!!! THAT SHOULD RING VERY LOUND WARNING BELLS TO ANYONE EVEN CONTEMPLATING SWITCHING TO THEM!!! ALSO, DO NOT BELEIVE ALL THESE '5 STAR' JUST SWTICHING REVIEWS WHICH ARE BEING COAXED TO NEW SING-UP CUSTOMERS BY EXTRA ENERGY SALES DEPT. AND LEFT ON TRUSTPILOT IN FACT, TRUSTPILOT ARE JUST AS BAD AS EXTRA ENERGY BY ALLOWING THESE TO BE LEFT ON THEIR SITE!!! PLEASE -JUST AVOID BOTH!!!
Value For Money
Awful Communicator
during 18 months supply extra energy charge more to each direct debit.they now owe me in excess of 3400 AS I CLOSED MY ACCOUNT AT BEGINNIG OF OCT.I have spent 40 mins on telephone being passed to the wrong dept.
It is almost impossible to get reasonably contact with them and they are deliberately slow to sort out meter readings.
I will be forced to resort to legal action to recover my money
I would not recommend them at all
Value For Money
Not Even Worthy Of A Rating
having apparently been on a no contract contract since 2014 without my knowledge hey have now presented me with a bill for just shy of £3000. apparently they did not know who the occupiers were and took no action to find out, I have been under the assumption in was with British Gas as I have been paying them.
Threatened to cut off my gas on the 2nd October and turned up at one of my offices to apparently do so today with an alleged Warrant which he was unable to produce. yes I am a law firm and when I spoke to the guy from one of my other offices and told him I would be over in 15 minutes to discuss this face to face he legged it. next step ombudsman and possibly legal action for extortion. Really worried my receptionist such disgraceful behaviour needs teaching a lesson
Rip Off
Wish I had never changed to this Company, biggest rip off I have ever encountered.
Value For Money
Avoid At All Costs
This company offers great energy costs, but at the cost of being a company you cannot work with, the customer service is non-existent you cant get anything resolved by either phone or e-mail.
If all goes smoothly you will get a great deal, until you have problems or try to put in meter readings that they dont like. No support at all
Should be no energy, no bills, no customer service, no answer phones, no answer emails.
Value For Money
Unhelpful Customer Service
I have used extra energy for my electricity and gas. I can say they are absolutely rubbish. Interms of energy and pricing of gas and electricity is too expensive. They'll give you cheaper price at the beginning so you take them then they will change it within two months. You cannot leave them because you will have to pay £20 for electricity and £20 for gas before leaving. Also they will put meter readings unrealistic so you will end up paying 6 months worth of bills which you have not. If you challenge them they give your details to credit recovery service. So your credit records will be very bad. When I called to resolve the problem I had to be on the phone for 1 hour and 45 minutes because they don't have experience stuff to deal with the situation. even senior assistant didn't seem to recognise the problem. So I'll never go with extra energy for rest of my life.
I wouldn't go back to them if they were free, worst company I have ever had the misfortune to use
Q&A
Has anyone left them with credit and did they get there money back? If so, how easy was it?
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!