Welcome to the community
Simply ask, learn and share
cancel
Showing results for 
Search instead for 
Did you mean: 

posted by wendywoo | 5 months ago
Re: EX-Extra Energy Customer How do I get my credit back???

echo all of everyones frustrations on here and very much in the same boat. Missing credit balance, little comms from SP and suggestion of £1200 bill coming our way based on recent meter readings supplied. 

My concern is the fact that I have now been with SP for 4 months on a very uncompetitive tariff and until recently have had no ability to swtich. I only just got prompted to supply meter readings and am yet to receive a first bill.

This extra cost of being on now being on a poor tariff is likely to be higher than the missing credit balance, and increasing every day.

The last contact I had through live chat was then picked up by a specialist team who responded 3 days later saying to sit tight for 2-3 WEEKS to allow them to resolve the matter,  Another 2-3 weeks paying more than i need to on a poor tariff.

I am tempted to switch and atleast get my future energy as cheap as I can with a good company. I havnt given SP a penny since November so will owe them money but cant see how they can get me to pay that until my billing is sorted out and my missing credit returned.

Not sure what the down side to switching now is ?

posted by Davc | 5 months ago
Re: EX-Extra Energy Customer How do I get my credit back???

Hello Wendy. SP say if you leave before getting your credit then they will send a cheque. You could switch SP tariff if you think your rate is too expensive. Your high bill for November to Apr is to be expected. Check your meter readings and do your own calculation. 

posted by CEMT | 5 months ago
Re: EX-Extra Energy Customer How do I get my credit back???

Why did Scottish Power put people on the most lucrative tarrif for themselves and not one closer to the tarrif that they had with Extra Energy? They obviously had tarrifs that were more beneficial to the consumer as I discovered when I visited a comparison site. My answer was to change supplier immediately.

posted by wendywoo | 5 months ago
Re: EX-Extra Energy Customer How do I get my credit back???

Thanks DavC - good to know that someoe has had confirmation of this, Like I say, not sure how they couldn't homour the cashback just because someone has decided to switch.

Off to do a switch..!

 

posted by Brassoboy | 5 months ago
Re: EX-Extra Energy Customer How do I get my credit back???

Hi Davc .. not received any credit to date at all .. could only see my SP account on-line a few days ago anyhow!  Did try logging a complaint with SP on Tuesday but SP refused to accept it - saying the issue was not of their making and out of SP's control !!! Unbelievable - and makes us even more anxious. SP suggested I contact the administratores for EE - Price Waterhouse Coopers on 020 7583 5000. So perhaps we all need to contact them.   Its todays mission for me - wish me luck :-(

posted by sumisrar | 5 months ago
Re: EX-Extra Energy Customer How do I get my credit back???

Like all others automatically moved to scottish power

Waited for 3 months, emailed and phoned SP for many times they are only interested in our money and no one knows about the credit with extra energy.

SP tarrif is not acceptable at all, they are very expensive,

Instead of my usual £50 a month SP charged me £130 per month. (in 3 months time I paid £240 extra) 

Not only they taken my credit with extra energy they are over charging me. So decided to change the supplier, I think my credit with extra energy was £200 and do not want to stay with scottish power to loose more money.

So successfuly transferred my account to another cheaper service provider.

SP 's prices are too high. 

posted by CBH | 5 months ago
Re: EX-Extra Energy Customer How do I get my credit back???

Looks like we are all in the same boat, SP customer services is dreadfull. As a last resort I have transferred away from SP and the account is now closed. The balance outstanding shows no credit transferred from EE and will not be paid until this is deducted. Contact with SP customer services is one way you cannot talk to the same person who might be dealing with the issue and whichever CS rep you get will offer to email the person dealing but with no result. Complaints section is just as bad if you ask for the email address of that person they will not give it to you as it is for internal use only.

Do not waste your time calling them - put the onus on them by closing the account and wait for them to chase you for their money!!!!!

posted by DorsetGirl50 | 5 months ago
Re: EX-Extra Energy Customer How do I get my credit back???

So the latest I have got is this!  Phoned Extra Energy - they say all the credit balances have now been sent to Scottish Power or Ofgem if you have already switched.  So, after more than half an hour waiting, I got through to Scottish Power.  Same old story that nothing has been received!  I re-opened my complaint which they previously closed without solving the problem.  I will apparently get a call Tuesday evening.  Madness - just can't believe how awful SP are.  I am going to Ofgem now I think as the complaint was originally opened in February.  

posted by copels | 5 months ago
Re: EX-Extra Energy Customer How do I get my credit back???

Believe it or not, I've only just realised that EE went into administration last year and my energy is with SP! I went online tonight with the intention of doing a comparison only to find I can't access my account any more and to read about what has happened.

I've found an email (in my junk folder) with access to a new SP account and another email (in my junk folder) telling me they have tried to contact me about setting up a DD. This is simply not true. Nobody has contact me and I have received nothing in the post.

My online bill from 25 Nov to 12 Feb is £1,140.83. I now realise that my EE DD has not been going out of my account since November so I guess I owe 4 months worth. To make matters worse, I've entered my meter readings and now have an outstanding balance of £2,464.14!

My predicted usage under EE was £3,400 a year (gas and electric) so how is it I've racked up over 70% of this in just over 4 months!

I haven't started the process of contacting PWC or SP yet but after reading this forum I'm not hopeful of a satisfactory response. I can't confirm what credit I had and nobody has contacted me with a final bill from EE.

Any advice on what to do next? Should I start the switch process and if I do will I have to pay the £2,464.14?

posted by Davc | 5 months ago
Re: EX-Extra Energy Customer How do I get my credit back???

Hello Copels. Glad you have scanned the Community to see how others have handled the EE/SP saga. In your case you will have to pay SP for the fuel you have used even if you switch supplier. It is not unusual for bills Nov to April to be more than half of annual cost, heating is always the dearest part. Hope you find a supplier you can be happy with.