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★☆☆☆☆

“Total Incompetence from Extra Energy”

written by ColinMcL on 15/03/2017

We moved into our new house in February 2015. I emailed and telephoned our details and meter readings to Extra Energy and got an automated response to the email.
A couple of weeks passed and I phoned again to ask for a final bill. I was told one would be in the post shortly. Over 18 months passed and a Final Red letter arrived from them addressed to the previous owner of the house. I passed this on to them and they contacted Extra Energy to have the bill split for energy we had used after moving in.
Months passed then I received a couple of bills for Extra Energy. It is against the "Industry Code of Practice" for an energy company to send out bills if you have asked for the bill and supplied meter readings and it takes them more that 12 months to issue the bill.
I contacted the Energy Ombudsman who took on my case. Their final decision was that the bills were to be written off, a letter of apology was to be issued and compensation was to be paid to me.
They failed to pay the compensation so I went back to the ombudsman, Extra Energy then had to pay the due compensation plus a good will gesture.
You would then think that would be the end of it. How wrong was I...

Extra Energy in their infinite wisdom decided to pass the bills that were written off to a debt collection agency who threatened me with legal action if I didn't pay the bills in full. I have since contacted Extra Energy and asked that someone in upper management to contact me to apologise, I gave them a window of 2 weeks to respond, but actually over 4 weeks has now elapsed and I have heard nothing.
I did inform them that the consequence of not responding would result in negative reviews being left for them and contacting the media.
The good British public need to know about the incompetence of this companies so called "customer service" and management. They sell themselves with good tariffs, but my advice is pay a little extra and stay well clear of this company, you just need to look at the bad press and number of negative reviews they receive.
Here is another to add to their collection!!!

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