Extra Energy failed to collect direct debit payments for 1 year and did not notify - Complaint about Extra Energy - A Spokesman Said

Extra Energy failed to collect direct debit payments for 1 year and did not notify

Complaint about  Extra Energy  | AWAITING RESPONSE


Extra Energy

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Kim Pitcher

14/09/2016

Extra Energy failed to collect direct debit payments for 1 year and did not notify

Complaint about Extra Energy

I have been having a problem with a company called Extra Energy, I started using their company in 2014 and everything seemed to be correct. In August 2015 I received a renewal agreement which I took up. I have already had a direct debit mandate with the company and they had not sent any renewal documents to set up a new one so I carried on as normal. In July 2016 I received a call from a debt collection agency telling me I owed Extra Energy £2905.20. I asked them to clarify why I had this debt they said non payment, I explained that this could not be correct as I paid by direct debit. They asked if Extra Energy had been in touch, I said no. I have had no letters or demands. I then called extra Energy and they said I would have a dedicated customer service person who would investigate the issue and get back to me. I explained to him that I did not understand how this had occurred but I was prepared to increase by payments to pay off the debt. I have heard nothing from them. I have made two payments of £200.00. as you can imagine this is very upsetting and I have not got this amount of money to pay off the debt. I have tried several times by email and phone for someone from Extra Energy to get in touch and I have also checked with my bank it see if they have taken a payment they have not. I have tried to resolve this issue but I am getting nowhere which is why I am contacting you. I found out that this company have been in trouble with OFGEN and the Ombudsman but still they are trading. Please could you take on this case and maybe help me get a resolution.

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