Co-operative Energy reviews: Give your feedback

markpack

As said above, the prices freeze date probably isn't something to worry about. Their massive IT problems and huge customer service problems, however...

nuunaa

I've also had an email from MSE Energy Club saying the switch has been completed as well , but i dont think is right.

How do you receive the payment from MSE for the switch - does it go to the co-op account - its not very clear.

blisteringblue

blisteringblue wrote: »

Interesting thought, If MSE are already talking about exit without fees then I can't see it being a problem.

I will see how it plays out with the exit. I've put the money aside too, just playing it so I don't have to stump up the extra £60.

I've cancelled my switch away (I had started it). Got a call from senior customer services bod apologising. £25 credit on account and everything now in place and they have received all the readings I've been sending.

Looks like things are finally moving forward.

englishrob wrote: »

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.

Sounds exactly like mine. Coop now tell me there was a problem with my gas and it actually didn't swap for a month after the electricity.

Both now over and they are refunding the difference in gas rates between OVO and Co-OP for the missing month.

modsandmockers

blisteringblue wrote: »

I've cancelled my switch away (I had started it). Got a call from senior customer services bod apologising. £25 credit on account and everything now in place and they have received all the readings I've been sending

That's excellent news! As I have been predicting, Co-op Energy are going to be offering incentives to persuade their existing customers to stay. The idea that they would be willing to waive exit fees makes little sense - it would have the effect of encouraging customers to leave.

Let us know when you receive some kind of statement or bill confirming the £25 credit and the refund of the discrepancy in the gas charges.

blisteringblue

modsandmockers wrote: »

Let us know when you receive some kind of statement or bill confirming the £25 credit and the refund of the discrepancy in the gas charges.

Lol, could be anytime this side of Xmas with the state of their IT :-)

weyboat

Here is the content of an email I sent (one of many) to them
**************
Dear Cooperative Energy
The Money Saving Expert (MSE) team have emailed me advising that I try contacting you on this email address to have this situation resolved.

I wrote to you and emailed you within the 14 day cooling off period to inform you I had changed my mind and no longer wanted to transfer my gas & electricity supplies to your company, I have not received a reply to either of those!
I further wrote to you again explaining that I had not had a reply and re-iterating my decision to cancel the transfer – No Reply!

I received a reply to one of my emails from Jodie Foster dated 27th May telling me I was outside of my cooling off period, I responded to Jodie Foster explaining that I had tried to cancel within the cooling off period but had no response!

I have further emailed you several more times and I am still waiting for a reply!
I have contacted you on Facebook and explained the situation, you are no longer responding to my messages on Facebook!

I have now made a formal complaint to the Energy Ombudsman who I have copied in on this email.
The Energy Ombudsman reference is 01127353-01

I have kept copies of all the letters, emails and Facebook messages and provided copies to the Energy Ombudsman.

If you respond to this email, please send a copy to the Energy Ombudsman quoting the reference number 01127353-01

Cooperative Energy Account number 7416920438
*****************
And here is the reply from the Coop
***************************
Dear David Gibson.

Thank you for your email.

I am sorry to hear that you are feeling so unhappy about the level of service that you have received to date and that you feel that there has been no contact made regarding your account. I have looked at your details so I can help you.

Looking at the account I can see that a welcome pack was sent to you on the 08.04.15. I can see that your supplies came to us on the 14.06.15. I am afraid as your account is now active we are unable to cancel the account.

If you wish to switch to an alternative provider then I would advise you to make contact with a supplier and we will respond accordingly. Once we have received final reads we will be able to generate a final bill and initiate the close of your account.

As the switch went through and you were advised in your welcome pack, the decision to leave would still be subject you your tariff conditions.

If you do wish to cancel after your cooling off period you may be liable to pay a cooling off fee.

I do hope the above information assists your query and please accept my apologies for the delay in our response.

Should you need any further assistance, please do not hesitate to contact us on: 0800 954 0693 or at info@cooperativeenergy.coop.
*************************
And my reply to their reply
***************************
Hi Natasha
I just tried telephoning you on 0800 954 0693 (again) and as usual, no-one picks up the phone!
So, I am reluctantly trying the email option..

First of all, Thank you for replying to my email, its a pity that no-one from your company replied to my email dated 10th April and letter dated 14th April advising you that I had changed my mind about the transfer!
Secondly, your company IS NOT supplying any of my energy, it is still being supplied by OVO, Quote“I can see that your supplies came to us on the 14.06.15.” Un-Quote
Thirdly, because your company did not respond to me letters and emails within the 14 days cooling off period and even those sent since the cooling off period, I have made a complaint to the Energy Ombudsman to intervene on my behalf.

By ignoring my request to cancel the contract during the cooling off period, I believe you have broken the law in respect of the consumer protection act.

I have instructed my existing supplier (OVO) to deny your requests to transfer my supplies of Gas & Electricity and I have also requested that your company stops making those requests.

The Energy Ombudsman is investigating this issue and I suggest that you and I await his ruling.

Best Regards and Thanks again for responding..
*************
I hope people reading this forum get the message about these cowboys!!

CJL2548

Used Energy Club to switch from OVO to COOP. Received a welcome letter from CooP 7 weeks ago since when I've had no contact. Just has an email from Energy Club telling me the switch is complete !! Emailed Coop only to get a no-reply stating that the turn around is between 5 and 10 days to answer a query. Not a good experience.

modsandmockers

Quote“I can see that your supplies came to us on the 14.06.15.” Un-Quote

It would appear that Co-op Energy have the ability to see into the future - they should be afraid!

fat-pudding

weyboat wrote: »

Looking at the account I can see that a welcome pack was sent to you on the 08.04.15. I can see that your supplies came to us on the 14.06.15. I am afraid as your account is now active we are unable to cancel the account.

Tell them to return it under erroneous transfer procedure as it's not yet transferred. Also tell them you want compensation and will be taking the case up with the ombudsman.

They originally told me they'd refund me for the losses I'd incurred due to the delay as I was paying another supplier more than them, since then they've lied and finally agreed to send me back under erroneous transfer process but say they won't refund me the costs of paying more for my energy for 5 months because it's not an "actual loss".

You're right, they are *utter* cowboys.

Former_MSE_Weleid

I've also had an email from MSE Energy Club saying the switch has been completed as well , but i dont think is right.

How do you receive the payment from MSE for the switch - does it go to the co-op account - its not very clear.

Hi nuunaa,

Despite not hearing anything from Co-operative Energy a lot of switches would have completed. This is why we're able to pay your cashback.

If you've applied through Energy Club and chosen to pay by direct debit your cashback will be paid directly into your bank account. If you've selected to pay on receipt of bill, cash or cheque your cashback will be sent as a cheque to your home address.

I hope this helps.

MSE Weleid