Co-operative Energy reviews: Give your feedback

zappster

Consumerist, thanks for your advice. I've marked my last two emails to Co-op as "complaint" but they haven't picked up on it.

I phoned them from work this morning. 0800 number, that's not bad I guess. 37 minutes to get through, only to be told my account is "payment blocked". I asked what that meant. The adviser said there's a block on my payments. I asked why.

After much debate, the poor chap said he couldn't access my account because the data hadn't migrated from the old system to the new one. He was awfully apologetic. But he couldn't tell me anything, basically. I've to call back maybe next week, or two weeks, tbh he didn't have the faintest, foggiest idea when anything would be resolved.

I didn't give him a hard time, he sounded very young. I've been in a customer service role when IT systems have failed, I don't envy the Co-op call handlers at all.

Oh well. I'll just put the money by until they get it sorted.

Consumerist

zappster wrote: »

. . .Oh well. I'll just put the money by until they get it sorted.

Keep asking them to take your DDs.

You could check with your bank to make sure there isn't a problem that they are aware of. A possible scenario is that they have attempted to collect the DD at some point and it has failed for some reason - so they have cancelled it. They may (eventually) ask you to complete another DD mandate - in which case, make sure you cancel the first.

You should keep a record of all communications in connection with the matter - dates, times and names of people you speak to.

Edit
Just an afterthought, make sure they haven't swapped you onto their standard variable tariff.

zappster

Spoke to them again this morning.

The call handler was adamant that they've taken all my direct debits & that my account is up to date. But I explained the Bank say nothing's been taken since August/September.

A supervisor checked my account & told the call handler that none of the account information can be relied on. Again this term "payment blocked" is mentioned.

They can't say when it will be resolved. I explained that I'm concerned about getting into arrears. The staff are full of apologies. I said I wanted to complain. They're sending details out in the post, a "how to complain" leaflet.

Consumerist

zappster wrote: »

. . . I said I wanted to complain. They're sending details out in the post, a "how to complain" leaflet.

Although I think it will all be sorted in due course, I also think you are being fobbed-off.

You can download <Co-op's complaints procedure> online to save having to rely on the promise of snail mail.

If you have a complaint, please contact us with the details by email:
[EMAIL="complaints&#64;theco-operativelegal.co.uk"]complaints@theco-operativelegal.co.uk[/EMAIL] or call 0800 707 6494

I would recommend email rather than the phone.

Hope this helps

strickersuk

Started the ball rolling 2 weeks ago to move from OVO to CoOp, I managed to get through today after 15 minutes of holding.

They have no record of my application or details, all new customers were placed in a holding database and are being peeled off in small numbers. Agent had no idea of how long things would take, basically they have taken on more customers than there systems can cope with. An absolute shambles, I feel an Ofgem complaint coming.

HELS

Have had no end of trouble since switching to EON from CO-OP with MSE big switch in December 2014. CO-OP are still providing my electric and the gas is with EON. Both companies blame each other for the problems and now with the new CO-OP site, I am not able to get any info from them as their systems are still not accessible.
I was with CO-OP before switch with no problems and was considering going back to them as already, they are cheaper than the MSE switch. What a lot of hassle.

zappster

Just phoned Co-op there, 25 minute wait, the call handler couldn't access my account.

Have checked my emails. Emailed them about my issue on ... 22/12/14, 10/01/15, 21/01/15, 08/02/15 (no reply), 22/02/15, 08/03/15 (no reply). Have called them as often, although dumb me haven't noted many of the dates.

Consumerist, thanks for your advice. Co-op Energy aren't following their complaints procedure, things aren't being escalated as they should or within their own timescales. They're not even replying to emails with "Complaint" in the subject line or in the body of the email *sigh*

We'll give them another month, if there's no progress we'll complain to the regulator.

Consumerist

zappster wrote: »

Consumerist, thanks for your advice. Co-op Energy aren't following their complaints procedure, things aren't being escalated as they should or within their own timescales. They're not even replying to emails with "Complaint" in the subject line or in the body of the email *sigh*

The fact they are not responding to your complaint email doesn't stop the clock ticking. The date of your complaint email starts the eight-week clock.

If you are concerned, my advice would be to write a letter (nail mail) of your complaint and send it by Recorded Delivery post; you can then confirm delivery online.

Refer to the date you (first) emailed the complaint and if it is not resolved to your satisfaction after eight weeks from that date you can go straight to Ombudsman Services: Energy without further reference to the Co-op.

Consumerist

Incidentally, I received an email today from Co-op advising me of my new customer number and adding -.

We are pleased to tell you about the launch of our new customer service and billing system. The new system will play host to an array of new services and further improve your customer experience at Co-operative Energy.

:rotfl:

I think it's about time Co-op woke up and smelt the roses.

nuunaa

I signed up for Coop energy early Jan after reading about the deal on MSE, here we are over 2 months later and i am still with ovo! I too still havent logged into the co-op website - i have spoken to them and they still havent informed ovo of the final meter readings and when i spoke to them they said it would take up to another 36 days!

Its fair enough Martin blogs change supplier but when it takes so long and is complex on the energy side its hardly worth it, until the industry get its act together where you can change completely in 1 week i dont think i will bother in the future!