Customers with outstanding debt

What if I still owe money to the Companies?

All amounts owed to the Companies relating to energy supplies prior to 25 November remain due and payable.

The joint administrators have retained a number of the Companies’ employees to assist with the Administration process, including the final reconciliation of customer accounts and collection of outstanding debts. You may therefore be contacted directly by the Companies’ staff either by telephone, email or letter.

At present, the Companies are unable to accept payments via their online customer portal, but you can still arrange settlement of any outstanding amounts via either:

  • contacting the Companies’ customer service team on 0800 953 4774 / 0800 368 5452 in order to make payment by debit or credit card; or
  • direct transfer from your bank or building society using the following information:

Our bank account name: Extra Energy

Our bank account number: 00120535

Our bank sort code: 30-00-03

To ensure that your payment is correctly allocated, please use your specific account number as your payment reference. Alternatively, if you are unable to access your account number, please either use your email address as the payment reference, or call the Companies’ customer service team on 0800 953 4774 / 0800 368 5452 who will be able to provide confirmation of your account number.

The payment reference for Credit/Debit card or Direct Debit payments will be either ‘EXTRA ENERGY’ or ‘EXTRA ENERGY SUPPL CD’.

What if I dispute the debt?

If you don't agree with the quantum of the debt, believe you have settled your account, or are not aware that you were a customer of Extra Energy, please contact the customer services team on 0800 953 4774 / 0800 368 5452. They will discuss the circumstances of your dispute with you and consider any evidence you may have with a view to resolving your dispute. 

Why does my final bill look different, and why have Extra Energy’s email addresses changed?

We have engaged a number of new suppliers for Extra Energy to assist with the billing and communications process.

Your final bill may therefore look a little different than previous bills, and you may see addresses ending with extra-energy.co.uk

If you have any queries regarding the legitimacy of letters please contact our customer service team on 0800 953 4774 / 0800 368 5452.

Further advice & support

If you have any concerns about this matter you may wish to contact the Citizens Advice consumer helpline in the first instance for guidance and support. 

  • https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/
  • Telephone: 0345 4040506 - Monday to Friday, 9am to 5pm

Contact us

Please call the customer services team on 0800 953 4774 / 0800 368 5452.

At peak times Extra Energy are experiencing high call volumes. Thank you for your patience during these busy periods. Please keep trying the phone lines as the customer services team would like to assist with your query. 

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