Co-operative Energy reviews: Give your feedback

octygone

Still waiting to switch over to Coop after two months..... may just cancel soon, no communication at all.... avoid
It took over an hour to get through... and they don't know why nothing has happened... but they say they have now set it all up.... not too impressed so far

markpack

Given my experience, I think I'd count it as a lucky escape and cancel now!

englishrob

Started the switch to Coop from Ovo using MSE just before my deal was about to expire. This was over a month or so ago and all I've had is one letter and one email.
They requested meter readings a week ago but to enrol, I need a password which should have been sent by email. It hasn't.
I tried to phone (1 hour waiting and then it just cut off) and sent an email (no reply)
I have just had another 1 hour phone call in which I was passed from pillar to post and eventually was put through to Customer care, who couldn't help me with the password anyway!
So I told them to cancel the switch and I'll go with someone else.
What a shambles!

Consumerist

If they have asked for meter readings then the switch has completed by now. If you haven't provided them, the handover readings will be estimated.

If you have an account number then click on Forgotten My Password at log-in and they should send you a temporary password.

englishrob

Consumerist wrote: »

If they have asked for meter readings then the switch has completed by now. If you haven't provided them, the handover readings will be estimated.

If you have an account number then click on Forgotten My Password at log-in and they should send you a temporary password.

Actually, it appears that the switch has only been partially completed. My electricity is being supplied but my gas isn't!!

I received an email from them just a few hours after speaking to them on the phone telling me that they cannot cancel the switch and the only way to stop it is to cancel my previous supplier to raise an objection!
They also said that a welcome pack was sent to me in March and I should have received a password by email. I haven't received either.

I then called them again (another 30 min wait) and they admitted that this switch has been going on since March and they have in fact been supplying my electricity since the end of April! I have had no notification of this.
They still haven't switched the gas supply!
She also said that to switch back, they would want a £30 penalty charge because I was breaking the contract.
I argued that they had also broke the contract because they were supposed to supply both electricity and gas and her answer was "we didn't say WHEN we would supply it"!!!
They offered a "gesture of goodwill" because of the delay, but didn't say what the gesture was.

She kept on about how they had taken on an extra 250,000 customers and were working 24/7 to try to rectify things

I have requested to speak to a manager who is supposed to call me within 72 hours.

It really seems as though they have lost control of their system

Consumerist

englishrob wrote: »

. . . It really seems as though they have lost control of their system

Unfortunately, this seems to be the case with all the small suppliers at the moment. They've all bitten off more than they can chew.

In the circumstances, I would raise a formal complaint with Co-op which you can refer to the ombudsman if not resolved after eight weeks. Keep a record of any extra costs incurred because of the delay so that you can seek compensation.

fat-pudding

Consumerist wrote: »

In the circumstances, I would raise a formal complaint with Co-op which you can refer to the ombudsman if not resolved after eight weeks.

The cheeky sods are the Co-op won't recognise my complaint as a complaint and will make no reference to it being a complaint but merely an enquiry...

Make sure you write "complaint" all over it so that when you end up having to go to the ombudsman these clowns can't pretend it wasn't a complaint.

Consumerist

Use <Resolver> to lodge your complaint. They claim they will log/record all communications and ensure they're sent to the right department. If you have to refer the complaint to the Ombudsman, they will forward the file (with your permission) to them.

Not tried resolver myself yet but looks promising.

englishrob

Great! Thanks for all your advice :T

johnbhoy10

Hey guys-

Iniated a complaint on 22/5 and got a standard response straight away. I then got a duplicate of this a few hours later.

Then on 27/5 i was quite surprised to receive this-

I am sorry to learn that you have been dissatisfied with the service we have provided and can confirm that we will be conducting a thorough investigation into your concerns. Once we have completed this, we will contact you again.

Under Ofgem regulations, we are required to achieve resolution within eight weeks.

We are anticipating that we will provide a more thorough response in four weeks time. .

Yours sincerely,

Customer Relations Team
Cooperative Energy


Will just let this run its course as i've already bailed out. All i did was put complaint and my account number in subject in email.