Co-operative Energy reviews: Give your feedback

lizzietwo

Having had enormous problems with Co-op Energy when switching from Ovo earlier this year, I was fairly happy that at last an account had been set up and my Ovo account terminated.


Co-op have taken two direct debit payments - one early in April and one early in May. I phoned them today, as no payment has been taken this month. Girl I spoke to unable to explain why no payment taken but has rescheduled for 25th June after I insisted that a payment should be taken this month. After that she states payments will revert to 5th of every month.


I have never had a request for a meter reading, but have supplied them online anyway. I have not had a bill even though I have now had an account with them for three months ( would have been much longer if the switch had worked properly)


I asked why I had not received bill. Was told there had been a system error when producing a bill and their Billing Dept., would now sort out and produce one in the next 7 to 10 days.


They are unable to confirm whether my account will then be in credit or debit. Worrying after three months of no information.


Any advice welcome on whether I should switch elsewhere or just sit and pray they sort themselves out. The thought of trying another switch horrifies me, but it might be the best option.

modsandmockers

My advice would be to pay them nothing more until they fulfil their own obligations under the contract. Don't cancel the direct debit, simply phone your bank as soon as the monthly DD appears on your statement and ask them to reverse the payment under the terms of the DD guarantee. Read your meters at monthly intervals and calculate your costs using the prices on your particular tariff. Email the results to Co-op Energy, and put the money into a dedicated savings account. If and when they finally begin to communicate with their customers again, there will be a massive backlog of bills and there will be many errors. Customers need to ensure that they remain in a position where they owe money to the Co-op, because it will not be at all easy to get any money back from them.

bellandbottle

I managed to get through to the Co-op after 35 minutes tonight, and there are signs that (maybe) they are beginning to get their act together.

They took my meter readings (due tomorrow) because I still cannot enter via the web application, and the very helpful lady told me that no DD payments have been taken. My electricity handover is delayed by 6 weeks, however, I will be refunded the differernce between my payments to Flow and my Co-op contract.

I will probably give the Co-op the benefit of the doubt for the moment.

It is quite clear, though, that the customer computer system is not functioning.

bellandbottle

Well..... it had to happen eventually, the Co-op has hit the national press - a ex-BBC journalist tried to move from Scottish Power to the Co-op, and gave up. According to the report, Scottish Power were a nightmare, and the Co-op just did not complete the transaction. Both companies have apologised, with the usual "lessons learned" statements.

I must say this is the first time that I have experienced this level of administrative difficulty, having switched 4 times, but the problems do seem to be more wide spread in the industry than I thought - I wonder where the Regulator is on all this.

Consumerist

Sitting on its hands, as usual. The regulator may eventually respond to a rise in complaint levels but that takes time to turn up in the system.

blisteringblue

Co-op online systems are off today while they try another update.

I wonder if this is the answer to all our problems ............... but then again :wall:

bubblesbonbon

bellandbottle wrote: »

Well..... it had to happen eventually, the Co-op has hit the national press .

Daily Telegraph joining in as well...
http://www.telegraph.co.uk/finance/personalfinance/energy-bills/11661878/Billing-bungles-is-Co-op-Energy-the-new-npower.html

Lioness_Twinkletoes

I have now complained via letter and 'Resolver'. My switch has taken place unfortunately, but I have only ever been able to access my account online once. There is no DD set up and as I can't access their website I can't set it up myself. Can't get through on the phones. I've given readings via their website but would really like to make a payment.

I want to leave them now and have asked them to waive the exit fees and pay some compensation for all the wasted time, phone calls and letters.

Never thought I'd say this, but I wish I'd never left Ovo!

bellandbottle

Following the technical work at the week-end, I can now access my account and put in meter readings - thank goodness.

I checked this out after receiving a mail from the Co-op this morning, asking me to give details of what my problems are, so they must be feeling a bit more confident.

Time will tell, but at least it feels a bit more positive.

Malcolm1948

Although functionality wise the system is no different to what it was before the weekend. No online payments, info about recent meter readings or consumption data.