Extra Energy is demanding £676

I decided not to renew my contract with Extra Energy for gas and electricity.

I corrected its estimated reading and paid the final bill over a year ago. This was fully accepted at the time.

However, six months later Extra Energy issued a revised electricity bill and paid £520 into my bank account.

I believed the refund to be incorrect and contacted Extra Energy repeatedly to arrange the repayment of this amount.

Instead, it issued a demand for £676 for gas, despite the fact that it had provided a final gas bill which I had paid when I left.

I have very patiently explained the saga many times both to Extra Energy and the debt collectors which it recently appointed.

I have wasted many hours on this dispute and my explanations are plainly not being listened to. Can you please help me? PN, GLOS

You had two accounts, one for electricity and one for gas. Money meant for the gas account had wrongly been allocated to the electricity account.

The refund was a credit on your electricity account. You have now returned the £520 as you had been trying to do all along.

Extra Energy insists the other bill was correct but, to reflect the shortfall in service, has waived the £156 extra that would have been owed.

Another issue was that you had been charged on your electricity account for “out of contract” rates, while the supply change was delayed by 42 days by Extra Energy itself.

It has now reimbursed the difference in rates, which comes to £77.

Extra Energy assures me that it has not shared the alleged debt information in this case with any credit reference agency.

You remain uneasy about the unorthodoxy of some of the transactions. You feel also that the company tries to wear customers down with platitudes.

You add that it has taken almost a year to reach a resolution and you have wasted many hours on this matter.