This refund was well worth the energy

J.I. writes: Last February, my contract with Extra Energy Limited was transferred to Green Star Energy and meter readings were sent to both companies with a request for a final statement from Extra Energy. During the following months, I sent seven further requests without reply.

I asked the Energy Ombudsman Service to intervene and it successfully obtained a final bill, showing £50 would be repaid in July. No refund has arrived. Can you assist? THE bad news is that for a small supplier, Extra Energy notches up a startling number of complaints. According to Citizens Advice, in the first three months of this year – while you were switching supplier – Extra Energy attracted 1,682 complaints for every 100,000 customers.

This was more than double the ratio for the next worst supplier. The company admitted its customer service failed to keep pace with the expansion of its gas and electricity business.

Now some good news. When I asked Extra Energy what had gone wrong with your refund, staff checked the figures again.

Managing director Ben Jones told me: ‘The Ombudsman asked Extra Energy to refund the customer £50, but having reviewed the account ourselves, we have found the correct amount of credit is £143.’

On top of this, Extra Energy is waiving exit charges and adding £100 as a goodwill gesture.

You have confirmed that £243 has landed in your bank account – an excellent outcome.