Ofgem opens investigation into Extra Energy’s customer service and billing processes

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As Alpine Utilities Ltd has experienced various serious problems with Extra Energy we welcome OFGEM’s investigation into that supplier’s performance.

We note that OFGEM has only acted once they have been informed of a highly level of complaints by the Citizens Advise Service and the Energy Ombudsman in March and April respectively.

Some energy brokers however have noticed serious problems in Extra Energy’s customer service and registration system several months earlier and stopped offering their contracts to clients already in late 2015.

We call on OFGEM to open a channel where energy brokers could raise their concerns to OFGEM well before the CAS and Ombudsman have registered a high number of complaints.