Extra Energy owes me £1,315
In 2015 I applied to move my dual fuel electricity and gas account to Extra Energy.
Extra Energy started taking direct debit payments of £143 a month to cover both gas and electricity.
Then I discovered that the gas supply was still being supplied by my previous supplier, which had transferred me to its standard tariff. I immediately notified Extra Energy that it had made an error and the gas supply had not come over to it.
The other supplier gave me the identifying number for my gas meter, which I passed on to Extra Energy but it did not act on this information. The consequences of this are ongoing. ANDREW JOHNSTON, NOTTS
Extra Energy had taken over another person’s gas account rather than yours in a mistake known as an erroneous transfer.
There then followed months of emails, calls and letters, which were not responded to adequately.
A year before you wrote to me you contacted the ombudsman. During the lengthy process you moved your supply back to your previous provider.
The ombudsman ruled that Extra Energy should bill you for electricity consumed, refund the credit balance that had come about in respect of the gas and compensate you for the £442 extra you had paid the other provider because the gas had been charged at its standard rate.
Also it said Extra Energy should waive the £25 cancellation charge and pay £50 for goodwill.
Still Extra Energy did not send an electricity invoice. Nor did it reimburse you properly. You alerted the ombudsman and it asked Extra Energy to comply with the original ruling and pay you an additional £100.
Later Extra Energy and the ombudsman came back saying that all was resolved. In fact you had still only had £41 of the £442 owed for the other supplier’s gas rates and £87 of the £873 Extra Energy had taken for gas you hadn’t used. Only after my involvement did you receive the money owed. of unpicking to be done by Computershare. You have been very patient.
Computershare is waiving your £58 fee to consolidate the share certificates in recognition of the muddle caused to you. The shareholdings have also been merged.