Extra Energy Supply 

Warning to anyone looking to join they offer a reasonable rate then add loads of extras to it so went from 29p a litre of bulk gas to 41p a litre and cannot send me the correct documents to show the small print. Just the contract showing no more than a 3.5p increase in any 6 months period. Avoid them if you can.

I was with extra energy in 2014. Started out well as they saved me over £200 a year on my energy bills. Everything was ok until I moved house.

In June 2015 I moved into a new property which had pre payment meters. One gas and one electric. I asked extra energy to take over supply. Unfortunately, I had to move six months later, and this is where it all went wrong!

After leaving, Extra energy contacted me with a final bill of over £750! What!? I wasn't sure how they could bill me this amount. Apparently it all works on meter readings, which I told them didn't make any sense.

The property I had just moved out of ran on pre payment meters. Basically if you don't top up the card or key, you've got no fuel. I went back and checked the meters. Gas was £30 in credit and electric £20 in credit. So that's actually £50 they owe me! They said they would refund me, and never did! Suddenly, everything went silent.

Two years later, they contact me again about this £750. This time saying it was from the original property, and that they don't supply properties with pre payment meters. So this is the third time they e changed their story. I argued that the final bill from the original property (£38) was settled in 2015, and I'd since heard nothing about it.

They continued to harass me about £750, which seems to have appeared out of nowhere. No matter who I spoke to, they all gave me different answers. Eventually I started ignoring them, and didn't pay them a penny.

In 2018/2019 I heard extra energy were closing down, and sending all their accounts over to Scottish Power. I am a Scottish Power customer, and haven't been chased for any money. I guess this "£750" was magicked out of nowhere, because their company was going bust.

So glad they've gone, and can't con anyone else!

New tenant:

I am a new tenant in a property and Extra-Energy (in administration) and Credit Style Ltd keep sending me notices of pending legal action and threatening country court and debt collection.

I phoned Extra Energy and explained that this energy supply was from a previous tenant, however they have not stopped sending threatening letters.

I was looking for an email address as I did not want to waste more time and money phoning them, thanks to this thread I now have an email address at PwC. I suggest everyone emails these guys and the energy ombudsman and complains about their overly aggressive tactics.

enquiry at omdusman-services.org
paul.a.edwards at PwC.com

Also a good resource is Citizens Advice.

Good luck,

I am so glad I found this. I am in the same boat as all of you. I think it’s time to join force and demand answers. I have been sent a final bill of £1650 as apparently I used 1500 worth of gas in 3 months. Disgraceful....

Everyone trying to resolve their issue call this number 0800 3685452. Your issue will be resolved.

I wish I'd found this thread earlier! I too have had an awful time the last 5 months being continually harrassed by extra energy and debt collectors for a whopping £1848 final bill, £694 of which was apparently accumulated in their last 41 days of business!!!!!! I continually pressed for a detailed breakdown, then perhaps to try and make me more likely to pay, Credit Style debt collectors said they would settle with a 30% discount as long as I paid within 30 days. I said I did not have the money, would have to go into debt, but to get them off my back because they were threatening further action, told them I'd go for the 30 day option so I could arrange a new credit card. I told them I still wasnt happy. During this time, I have eventually begun to get somewhere. I phoned government insolvency practioner complaints and they said I must email Paul Edwards from PWC directly first with my dispute about the bill because he is appointed to deal with the complaints. If I don't get a satisfactory reply, the government say only then to put in a complaint online to the government agency investigating insolvency practitioners.

So, I got in touch with Paul Edwards by phone on 0121 265 5000 (the other number given me was 01132 894 000 or email paul.a.edwards at pwc.com ) and I got a response within 24hrs. I have finally, after 5 months of demanding detailed breakdowns of bills/statements, been sent them. My husband and I have spent yet more hours pouring over these and it appears to me that every time we built up credit, they produced a bill that 'used' it up, however, wierdly, our direct debit to them, unknown to us before today, was changing frequently without any prior notification apart from once, and sometimes more than doubling including wierd fluctuations in apparent energy use which can be compared as I was with them for nearly 4 years! I am going to put all of these discrepancies to PWC this week and see what they have to say. And lastly of course, there are few if any (certainly none distinguishable on the statements) actual readings. Their last 'reading' on their last day of business which is totally made-up is unfortunately the number which Scottish Power went with and because at the time I was completely naive to any problems that might ensue, I never submitted my own reading. I am now also having a problem with Scottish Power.....the whole saga has been an absolute nightmare. Before the liquidation of this company and being transferred to Scottish Power I have not once in 25 years been in debt to an energy company or had problems. It is an absolute disgrace the shambles of the system. It has certainly opened my eyes. I am now uber vigilant of our energy use and monitoring weekly/monthly use and submit monthly readings to ensure I am armed with all the figures my end so an energy firm can never pull the wool over my eyes again.

yes I was with extra energy,tranfered to Scottish power,meter readings were all wrong,in a few months I was £500 in dept,Scottish power gave me £10 compensation,I agrred to pay off the £500.at £21 per month,separate payment to my direct debit.then extra energy dept collectors,said I owe £166 .80 no bills final statements.now I have been threated with bailiffs,ccjs,credit rating,so through no fault of my own,after 70 years I am a criminal.I have told them I cannot afford to pay extra energy until I have paid Scottish power,I am worried and don't know what to do.

HARASSMENT FROM THE ADMINISTRATORS

I thought my 5 years of hell and harassment were over. I had received 2 emails over the years advising that the matter was closed with an apology (which certainly was not sufficient at that time).
After 7 months of receiving that email the whole problem has resurrected its ugly head again when I’ve been confronted with even more harassment and “statements” from Extra Energy in Administration hounding me for money that I do not owe! PWC have some questions to answer ... if you can get a hold of them. Are they in bed with Extra Energy? Why are they reopening cases that are closed? This amounts to gross harassment ..
nobody should go through 5 YEARS Of HELL such as this .. and somebody has to account for it. YOU CANNOT TREAT PEOPLE THIS WAY!

Update From 30 August 2019 Why has the court enforcement office stopped sending threats emails I was looking forward to them at the front door , I think this has been a scam and Scottish Power has been behind this. Good Luck Everyone Stand up to These Scammers

PWC at Extra Energy have taken an overpayment from my 70 year old father and left him pennyless.

They have informed me that they 'do not do refunds'. They have informed me that I will have to attempt a charge back to get my money returned. This can take up to six months. They have also informed me they will be shutting down in just over a month. This means that I will be added to a list of creditors and might not get my money back. I believe they are exploiting the disputes procedure to commit insolvency fraud as they did not have permission to take this money in the first place. I have reported this to Action Fraud.

I have tried raising this complain to PWC but they do not have an complaints email address to which you can send any complaints to.

I have received no reply from any of my GDPR requests so I also believe PWC are failing in their dutys here.

I will not stop till the British public know about this morally bankrupt company and it sparks a public debate into regulation in their industry.

In a dispute with Extra Energy over my final bill which is daft for 12 days energy usage. No email reply from Extra Energy for 1 week now, but three texts threatening debt collection action from them in the same period.

Have raised a case through Resolver as recommended below. Will update with outcome.

There's so many of us now - how do we progress with an action group then ?

after a nightmare being sent various bills reminders more than original bills et this man is now investigating any problems we have regarding account balances at extra energy paul.a.edwards @pwc.com. The liquidators deserve strike of for the harassment shown to old customers with no idea why the owe them money.

Why did you hawk for new customers when you must have known you were going bust. What a waste of time and extra energy.

And now I think I am being scammed by someone posing as you. Very annoyed.

Complete crooks !! Sending out estimates bills then threatening doorstepping ! The Govt and the administrators should be ashamed of themselves a disgraceful mafia style set up ! Start writing to these administrators at home & bombard them with mail

Cheaters they I have sorted all the Bill's and after I move to another supplier. They send me a bill and blackmailed me and taken my payment . Never ever will be your customer

I believe this is fraud. I have received the same type of letter with a £740 charge from when they went into liquidation on October 2018.

My suggestion is to call Action Fraud: 03001232040 and report it as a crime. The more fraud numbers Extra Energy get the quicker we close it.

PS MAKE SURE YOU HAVE CANCELLED YOUR DIRECT DEBIT WITH EXTRA ENERGY

Looked at the reviews and have to add my comments I have received a final bill for £41.67 form extra energy, as I was in credit at that point, ( last payment made on 27102018 they folded on 24102018) this has come from Scottish Power who took over when extra energy folded believe me ! I have now had 18 calls. I am waiting for Court Enforcement Officer to turn up will let you know when that happens

Extra Energy Supply Limited ("Extra") ceased trading on 21 November 2018 and its licences to supply gas and electricity were revoked as of 25 November 2018. Extra breached numerous licence conditions and Consumer Complaints Handling by not treating customers fairly, frequency of billing, timely provision of final bills, return of credit balances, fault handling and meter readings, transfer blocking, complaints call handling.
Now heavy handed liquidators Mike Denny, Matthew Hammond and Ian Green of PricewaterhouseCoopers LLP have these wrong accounts to send out bills that keep changing often second demands different to final demands. They employ a call centre in south africa to take payments and call it customer service as the only contact. Pricewaterhouse do not abide by 12 mth back billing and have arranged that the call centre call you three times a day until you pay what they think is correct from extra energy incorrect records. If you have mobile and land line 6 calls a day and text messages all treating debt collection yet nobody to talk to or tell they have it wrong. They still address themselves as extra energy but have had confirmed it is the liquidators.
Have been informed if the liquidators do not help resolve the bill issues and will not talk to you contact gov.uk /complain-about-insolvency-practitioner and make a complaint. This is a total mess they are just plucking figures from back records and threatening the public.

What a joke!
The same as everyone else here. I was moved over to Scottish Power when Extra Energy ceased trading. I have been sent a final bill via email for £438 and a letter for £977. Apparently in summer (yes summer of 2018, when it was hot hot hot!) I used *exactly* double the amount of gas and electricity than normal. So over the space of six months I have apparently accrued a debt of £438...or sorry is that £977? They can’t even tell me. When I asked why I never received any online bills showing that I was falling behind in payments he couldn’t answer that...oh and I have only 3 months to pay it back otherwise debt collectors will get involved.
Even odder is when Scottish Gas read my meters and decided on my billing amounts, they said what I was paying with Extra Energy was correct for my usage and therefore my direct debits would stay the same! So how have Extra Energy decided that I was using double the amount?!

received final bill from extra energy for £225.43 can not see this is correct I was paying £144.00 a month to them the letter had the usual threats about debt recovery and court action so I could not be bothered to argue with them and phoned up to pay I got through to a call centre in south Africa when asked the final amount I was then quoted £239.00 on a completely different account number to the one on their letter I then became very suspicious of who I was dealing with and refused to pay until they sent me an email with a statement of how they had come to this final amount and why I had two account numbers as the lady on the phone could not explain this to date I have not received anything the figure extra energy gave Scottish power estimates my energy consumption at £3200.00 per year I live in a three bedroom semi which means I am paying Scottish power £141.00 per month and my bill with them has gone from 0 balance to me owing them over £1200.00 somebody needs to step in and sort this mess out instead of individuals having to deal with these companys who think they can threaten people with bailiffs on their doorstep just an update I have now had a smart meter installed and my bill with Scottish power has gone from over £1000.00 in debit to £987.00 in credit which proves that extra energys figures must be wrong I have also received another bill from extra saying I owe £2380.00 if you want to dispute your final bill from extra use resolver from money supermarket you get an instant response from extra and you can escalate it after 20 days try it.I have today finally got extra energy to admit my bill is 0.00 balance I have tried citizens advice the ombudsman but found resolver the best way of dealing with this don't give up