I contacted Ofgem as I am so dissatisfied with the service from Scottish Power (the company appointed by Ofgem to take care of the Extra Energy customers!) and received this reply on February 21st:
Thank you for contacting Ofgem.
All accounts should be fully transferred by now. If yours hasn’t been, you should raise this as a formal complaint with ScottishPower directly by following their internal complaints procedure. If your complaint is not resolved within eight weeks, or sooner if your supplier says it can do no more, you can ask the Ombudsman to investigate your complaint.
The Ombudsman has a range of remedies at its disposal including the award of compensation; its decisions are binding on the company but not on the customer.
Should you require advice, you may wish to contact Citizens Advice consumer service. The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. For further information please visit their website www.adviceguide.org.uk or call the Citizens Advice consumer helpline on 03454 040506.
I'm not sure whether this will be useful to anyone who is struggling getting any constructive information. I will not be bothering to raise an official complaint. I am not waiting for Scottish Power any longer - I am moving to another sipplier.
I have also initiated a switch which seems to be going ahead efficiently. If I am going to lose my credit from EE at least I know I'm paying less each month from now on to a company that hd kept me more informed in 2 weeks than SP has in 4 months - including a welcome pack ,which SP has still yet to send me.
We had a large credit with Extra Energy and I eventually got to somebody at Scottish Power in 'domestic credit' -Alister - who agreed my figures and said it would be refunded as soon as an account was confirmed.
Since then with numerous calls, nobody else can now find our credit. Our account shows a debit amount, which is crazt. Where did our credit disapear to ???
Hi Angry, just guessing here but your EE credit has been used to pay part of your SP bill and you still owe an amount for Nov to March? Your bill will show a statement of credits and debits, you can read it in your online account.
I decided to risk losing the credit and initiated a switch. Tonik has been everything SP hasn't. SP emailed me my final balance overnight and it's about what I was expecting. I will let the payment be taken on the date they say (28th) and if in the process of closing my account I lose my EE credit I'm willing to take the hit. Having said that, it is £125 +pence that I'm owed so I very much hope SP will honour their more recent promise that credits will be paid into accounts by the end of this week. Mind you, conversations with SP are rather like the Brexit votes - promising much and delivering nothing but confusion.