Extra Energy complaints: supplier takes up to 37 minutes to answer customer service calls
Need to speak to customer services? You'll be waiting a while if you're with Extra Energy.
Extra Energy has been named as the worst energy firm when it comes to answering customer service calls. It takes up to a staggering 37 minutes to answer calls from existing customers.
Consumer champions Which? called 22 energy firms between September and October, calling each supplier 12 times. And Extra Energy was easily the worst – the shortest time that it took to answer the phone was 17 minutes.
Here’s how the different suppliers performed:
Source: Which?
As you can see, while Extra Energy was horrendous at answering calls from its existing customers, there were no such issues when it came to answering sales calls.
The firm said: “We are extremely sorry for the length of time it is taking for some customers to speak to our customer service team on the phone.
“We’ve grown very quickly, and as we’ve grown we haven’t been able to put in place sufficient resource to cope with the call volumes we are receiving. We are recruiting heavily and have extended our call centre hours to ensure we have sufficient resource in our call centre”
At the other end of the scale, Ebico was once again the quickest to answer the phone to its customers. New energy firms GnERGY and Flow Energy also performed really well.
Don’t put up with it – switch!
If your energy firm is a disaster to deal with, don’t just put up with it. Switch to a new supplier!
Head over to the loveMONEY energy centre and you can compare all of the different tariffs available in your area. But before you sign on the dotted line, be sure to read The worst energy companies to see which other suppliers you should avoid!
Win £100!
Find out how much you could make from the NatWest Reward Account by using the calculator below, and you'll be entered into our competition where we are giving away £100 every day throughout November!
Save cash with loveMONEY:
Best Black Friday sales, deals, discounts and freebies
Biggest shopping rip-offs and how to beat them
Comments
Be the first to comment
Do you want to comment on this article? You need to be signed in for this feature