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Money Saving Energy Club Poor Communications
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Hi
About 6 weeks ago i requested an energy switch via the Money Saving Energy Club from Scottish Power to Coop. My switch is still showing as in progress and i haven't heard anything from either Money Saving Energy Club or Coop.
I have read the Coop delay's article on the "main" MoneySavingExpect website it says switches should be completed in 35 days.
Had the energy club issued an email following the initial request or a regular email update I would have dates to work from. No communication from either side is unacceptable and if the switch is handled manually then what is to say it hasn't been lost. I cant exercise my 14 day cooling off and cancel the switch until it is acknowledged.
It appears the Money Saving Energy Club are only interested in getting paid their commission.
Not impressed........
About 6 weeks ago i requested an energy switch via the Money Saving Energy Club from Scottish Power to Coop. My switch is still showing as in progress and i haven't heard anything from either Money Saving Energy Club or Coop.
I have read the Coop delay's article on the "main" MoneySavingExpect website it says switches should be completed in 35 days.
Had the energy club issued an email following the initial request or a regular email update I would have dates to work from. No communication from either side is unacceptable and if the switch is handled manually then what is to say it hasn't been lost. I cant exercise my 14 day cooling off and cancel the switch until it is acknowledged.
It appears the Money Saving Energy Club are only interested in getting paid their commission.
Not impressed........
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I've switched to co-op energy and I'm now in week 16 with no access to online billing and outstanding queries that they won't respond to.
I certainly won't be wasting my time with the Money Saving Energy Club in future as their response was basically "not my problem mate".0 -
It appears the Money Saving Energy Club are only interested in getting paid their commission.
Not impressed........
Switching sites offer nothing more than a comparison of energy prices, and a link to the Company that you decide to switch to. From that point onwards, your chosen energy company is your first port of call if you have heard nothing within a few days. I switched, via CEC, to E.oN in January and my CEC webpage showed no change until late last month. I did though get an e-mail from E.oN to say that the transfer was in progress. I have since switched again through EHL. EHL acted in a similar way to CEC; fortunately, I heard from E.oN about a week later that my tariff change had been actioned.This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0 -
Hi
About 6 weeks ago i requested an energy switch via the Money Saving Energy Club from Scottish Power to Coop. My switch is still showing as in progress and i haven't heard anything from either Money Saving Energy Club or Coop.
I have read the Coop delay's article on the "main" MoneySavingExpect website it says switches should be completed in 35 days.
Hi Swanny
I'm sorry to hear about the problem with your switch to Co-Op Energy. Previously Co-Op had done well in our customer service polls on MSE, but in recent weeks we've heard of the problems highlighted in our news team's article so have added a warning about it to Cheap Energy Club.
Co-Op Energy should have been in touch with you by now - we've challenged it several times and it has told us that all is back to normal - however we're still hearing of a few problems. If you contact Co-Op Energy it should be able to give you an update on your switch, but if you're having problems getting through, we'll step in and get this escalated for you.
To get in touch with us, you can drop and email to energyclub@moneysavingexpert.com0 -
fat-pudding wrote: »I've switched to co-op energy and I'm now in week 16 with no access to online billing and outstanding queries that they won't respond to.
I certainly won't be wasting my time with the Money Saving Energy Club in future as their response was basically "not my problem mate".
Hi Fatpudding
That sounds really frustrating! Unfortunately it seems that Co-Op Energy is still having some problems following the system change which we reported.
If you'd like us to highlight this to it for you, please drop us an email to energyclub@moneysavingexpert.com.0 -
Switching sites offer nothing more than a comparison of energy prices, and a link to the Company that you decide to switch to. From that point onwards, your chosen energy company is your first port of call if you have heard nothing within a few days. I switched, via CEC, to E.oN in January and my CEC webpage showed no change until late last month. I did though get an e-mail from E.oN to say that the transfer was in progress. I have since switched again through EHL. EHL acted in a similar way to CEC; fortunately, I heard from E.oN about a week later that my tariff change had been actioned.
Hi Hengus
Thanks for your summary. Essentially you're right, after submitting a switch through CEC, it is passed to a supplier (via MoneySuperMarket's process) and your chosen supplier would then be responsible for completing the switch.
Generally suppliers are pretty poor at providing updates on a switch, but as soon as we hear about the outcome, we pass this on and update your CEC account. This usually takes around 12 weeks, but we're working to get suppliers to improve the frequency of updates provided.0 -
Switching sites offer nothing more than a comparison of energy prices, and a link to the Company that you decide to switch to.
Except that the MSE switching club decides to show particular things as "top picks" and add warnings to avoid some, that's advocating particular companies and goes far beyond what you say is just a simple comparison of prices.0 -
Exactly the same issue here. Switched in Feb and still showing switch in progress on the Energy Saving Club.
Masses of issues with the Co-op. Still not had a welcome pack or any DD setup. The elec went over a month ago but they messed the gas over and it went over this week.
I can access the online system (after 2 calls) but nothing in it and I cannot access any billing. Will just wait until they eventually send me some sort of bill.0 -
blisteringblue wrote: »Exactly the same issue here. Switched in Feb and still showing switch in progress on the Energy Saving Club.
Masses of issues with the Co-op. Still not had a welcome pack or any DD setup. The elec went over a month ago but they messed the gas over and it went over this week.
I can access the online system (after 2 calls) but nothing in it and I cannot access any billing. Will just wait until they eventually send me some sort of bill.
Hi Blisteringblue
I'm sorry to hear about your problems with Co-op Energy. Previously it had done pretty well in our supplier polls, but in recent weeks we've heard of some major systems issues, so have added a warning message about it to the site.
It generally takes around 3-6 months for suppliers to update us about a switch. MoneySuperMarket (who liaise with suppliers for CEC) will keep chasing it, until it gets an update.
As soon as we hear back, we'll update your account and pass on any cashback due.0 -
My Coop switch goes from bad to worse.....
1. Coop called me regarding my complaint raised via Cheap Energy Club, to tell me they could not deal with my complaint and i had to be transferred to customer service - 40 minutes later still on hold i hung up.
2. Scottish Power (my previous supplier) closed my gas account and put me on a standard electricity tariff, which has dropped my DD.
3. Emailed again to be told on 06/07/15 the delay was because they needed my electricity meter number. Email them a Scottish Power bill by return. I love the line "I can assure you that your individual customer journey does not reflect our normal levels of service."
4. Today i received a letter asking for meter readings which is dated 19/06/2015. Clearly the Coop are sending out predated letters and then presumably blaming Royal Mail for delay. Otherwise how could I enter any reading before 06/07/15 when they allegedly didn't know my meter number. I await their response to my query regarding this.0 -
Hi Hengus
Thanks for your summary. Essentially you're right, after submitting a switch through CEC, it is passed to a supplier (via MoneySuperMarket's process) and your chosen supplier would then be responsible for completing the switch.
Generally suppliers are pretty poor at providing updates on a switch, but as soon as we hear about the outcome, we pass this on and update your CEC account. This usually takes around 12 weeks, but we're working to get suppliers to improve the frequency of updates provided.
Dan,
I actually got an e-mail from you last week telling me that my electricity switch had gone through - two days before my online account went live. Clearly, Ovo talk to you. Conversely, when I switched to E,oN earlier this year, I heard nothing from CEC or E.oN about the actual switch itself until my online account went live. I did get all the tariff info etc.This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0
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