Co-operative Energy reviews: Give your feedback

miniemma

I sent an email to the address Dan L posted, sent it on 4th, no reply so far.

Former_MSE_Weleid

We're sorry to hear that some of you are still not receiving an acceptable the level of service from Co-operative Energy. The dedicated mailbox was set up so Energy Club users could get a faster response to queries. It appears the high volumes it's experiencing has meant that unfortunately this hasn't been the case.

Considering that we don't have a customer service agreement with the supplier all we can do is continue to put pressure on Co-operative Energy to improve the situation for those affected. Hopefully we'll start to see some progress soon but in the meantime you may wish to lodge a formal complaint.

You can do so with Co-operative Energy directly, or via Resolver (a free site which MoneySavingExpert works with).
http://www.resolver.co.uk/companies/co-operative-complaints#Dual+Fuel?utm_source=MSE&utm_medium=table&utm_term=energy&utm_campaign=Club

For more information on our partnership with Resolver, you might be interested to take a look at the link below.
http://www.moneysavingexpert.com/site/resolver

I hope this helps.

MSE Weleid

z80dan

I received this after chasing Co-operative energy up about our switch (started the process via MSE Energy Club in March, had one letter confirming and then nothing since)...

"I am unsure of where and why Money Saving Expert have advised you that we are waiving exit fees as this is not the case. If you had cancelled your registration within your cooling off period, we would have cancelled your account and you would have not come on supply with us and no charges would be made to your account."

MSE might want to clarify the whole "waiving exit fees" situation as i'm not sure everyone has got the message (or Co-Op have lost enough customers so far and don't want to make it any easier).

MSE_Dan_L

z80dan wrote: »

MSE might want to clarify the whole "waiving exit fees" situation as i'm not sure everyone has got the message (or Co-Op have lost enough customers so far and don't want to make it any easier).

Co-op Energy has told us that it is reviewing on a case-by-case basis the option to waive exit fees if you've had problems with your switch. If you remain unhappy, with Co-op Energy's response you may wish to consider making a formal complaint to to it. You can do so with it directly, or via Resolver (a free site which MoneySavingExpert works with).
http://www.resolver.co.uk/companies/co-operative-complaints#Dual+Fuel?utm_source=MSE&utm_medium=table&utm_term=energy&utm_campaign=Club

For more information on our partnership with Resolver, you might be interested to take a look at the link below.
http://www.moneysavingexpert.com/site/resolver

modsandmockers

MSE_Dan_L wrote: »

Co-op Energy has told us that it is reviewing on a case-by-case basis the option to waive exit fees if you've had problems with your switch. If you remain unhappy, with Co-op Energy's response you may wish to consider making a formal complaint to to it

I'm sorry Dan, but that is a lot different from MSE's original statement that Co-op had agreed to waive early exit fees for customers who contacted them via the new MSE email address. And it's not at all clear that making a 'formal' complaint will have any more effect than making any other kind of complaint...

docj

modsandmockers wrote: »

I'm sorry Dan, but that is a lot different from MSE's original statement that Co-op had agreed to waive early exit fees for customers who contacted them via the new MSE email address. And it's not at all clear that making a 'formal' complaint will have any more effect than making any other kind of complaint...

I started a 'formal' complaint on 1 June. I then sent an email to the MSE address in the morning of Monday 8 June to remind Co-op Energy that they had not replied and that I had given them notice that I intended to escalate the complaint to the Ombudsman. I got a very apologetic phone call on Monday evening with a promise to waive the exit fees. Such a pity that they could not provide such customer service in the first place.

modsandmockers

docj wrote: »

I started a 'formal' complaint on 1 June. I then sent an email to the MSE address in the morning of Monday 8 June to remind Co-op Energy that they had not replied and that I had given them notice that I intended to escalate the complaint to the Ombudsman. I got a very apologetic phone call on Monday evening with a promise to waive the exit fees. Such a pity that they could not provide such customer service in the first place.

Promises, promises...

Have you withdrawn your formal complaint? Have you initiated a switch away from Co-op? Do you have any confirmation that the switch will go smoothly and with no exit fees? Do you know the name of the person who called you on Monday evening?

slugbreff

I ceased being a customer of the co-op for gas and electricity on the 3/3. After that they took a further 2 direct debit payments. Now it has been 100 days since my termination date and I still have no refund of these payments taken in error or a final bill.
The "escalation executives" who were supposed to phone me at the latest by the end of yesterday have failed to do so! Apparently they were both off yesterday - ahhhhhhhh. So still nearly £200 down and counting the days.

Pathetic service. Takes 30 mins plus on hold to get through to anyone.
I really wouldn't bother with this supplier as it is more hassle than it is worth to get out of it.

englishrob

miniemma wrote: »

I had a similar problem when requesting password reminder, I eventually found lots of co-op emails in my spam folder.

That was the first thing I checked....nothing

I've spoken to OVO (my previous supplier) and they have put me on a lower tariff which has no termination costs while all this is going on.
I've checked my OVO account and it is saying that they are only supplying gas to me! I've had nothing from Coop at all.

The last contact I had with Coop was on the 30/5 and the woman said a manager would contact me within 72 hours because I said I wanted to cancel and not pay the termination fees......nothing

englishrob

STOP PRESS....

Just managed to get through to Coop. Woman was very nice but even she was confused after looking at my account records and couldn't give me a definitive answer. Said she would get a manager to call today...fingers crossed.

And yet I've had an email from MSE Energy Club saying the switch has been completed??!!

Should have mentioned in my previous post that I've cancelled my DD with Coop. They haven't taken any money so far.