Co-operative Energy reviews: Give your feedback

modsandmockers

Lioness_Twinkletoes wrote: »

So the Co-op are point blank refusing to respond via Resolver. They have also failed to respond to my formal letter of complaint. They haven't acknowledged my meter readings. I can't access my account. I can't make a payment. I don't know how much I owe. I can't get through on the phone. What do I do now?

If your gas/electricity supply is continuing uninterrupted, and nobody is asking for payments, then I'd stop worrying for a little while and put the money on one side until you eventually receive a bill. If Co-op take any money through a Direct Debit without notifying you in advance, then just phone your bank and recall the payment. If you know the prices of the tariff which you applied for, and you know your starting meter reads, then it should be fairly straightforward to calculate your costs so far. If I were you, I wouldn't even think about initiating a switch away from Co-op for the time being - it can only create more confusion.

bellandbottle

Today I checked my Co-op account to see if the DD had gone out -" no data" posted on the website. I called up, and was answered within 4 minutes - the DD did not meet the cut-off, whatever that means, and may still be actioned.

So the phone answering seems to be improved and the admin person could find out what has/has not happened.

My gut feel is that they are slowly getting on top of things, but there is probably a way to go.

modsandmockers

bellandbottle wrote: »

Today I checked my Co-op account to see if the DD had gone out -" no data" posted on the website. I called up, and was answered within 4 minutes - the DD did not meet the cut-off, whatever that means, and may still be actioned.

So the phone answering seems to be improved and the admin person could find out what has/has not happened.

My gut feel is that they are slowly getting on top of things, but there is probably a way to go.

The Co-op Energy account which I look after is my daughter's, and I am her 'authorised' representative.

My daughter recalled her May DD payment because Co-op had failed to respond to my emails asking for a reduction of the monthly payment. There has been no indication that Co-op's system had registered the failed payment.

On Tuesday this week, Co-op failed to take the June DD payment, but my daughter's Co-op account was credited with the appropriate amount. Today, however, the false credit to my daughter's account has been removed - hooray, there are small signs that life is returning to the Co-op's 'system'.

I am pleased to say that, by my calculations, my daughter's account with Co-op Energy remains in debit, even though the Co-op's 'system' still wrongly shows that she is in credit by several hundred pounds.

Johno100

modsandmockers wrote: »

If your gas/electricity supply is continuing uninterrupted, and nobody is asking for payments, then I'd stop worrying for a little while and put the money on one side until you eventually receive a bill.

That is the position I am in, not paid them a cent since the middle of January (quarterly billing, pay on receipt of bill). I am able to post meter readings but the outstanding amount remains at a mysterious 2p that appeared when I was switched to the new system. I wonder how long it will be before they catch up with me?:D

blisteringblue

modsandmockers wrote: »

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.

It is showing on my account. £25 credit.

Also had confirmation first DD will be taken on 25th July (seriously from a Feb switch) and my 1st bill will be prepared 29th June.

Eventually swinging into life.

johnbhoy10

johnbhoy10 wrote: »

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.

Got a call from them on Friday with regards to my complaint. Guy was pretty decent. I told him my main concern now that i have left them was they don't screw up the switch away and also take too much money off me. He said he would cancel direct debit and make sure they use the reading i gave them as a final reading and EDF as my opening reading with them.

He then said they would work out how much i owe them (which i know anyway) and then contact me with bill and also a credit towards it as compensation for a total lack of service. Fine by me as this is what i wanted anyway. Didn't ask for compo but he seemed most insistent!

Lioness_Twinkletoes

Still no response! Ridiculous.

janb5

I have received two duplicate letters today" sorry you are leaving us........ and also mentioning a penalty fee for leaving early. Apparently they haven't called a bill since December! My account is over £1000 in credit but they have obviously made a major error!


I wont be paying any penalty fee due to poor service and time wasted. On July 9th I can start proceedings with Ombudsman - yay!

Jamie_Cortez

Wish i had never moved from First Utility.

Transferred to the Co-op , no communication, no phone call/email to ask for my opening meter reads, no acknowledgement they have taken over my supply.

I receive no bill from FU in June or from the Co-Op, i phone FU to find my supply was taken over on the 30th April.
What about my closing and opening reads i ask, the Co-Op gave FU estimated opening reads.
First Utility work out my final bill based on said reads leading to a final bill 3.5x higher than our monthly bills.

I phone the co-op the lady tells me it's normal to estimate a new customers opening reads, and what is my current meter reading and to phone back in 7 days with this reading also.

Phone back today, oh we can't do anything the system is saying that you reads fall within industry standards for estimation.

:eek:

TrevorOfTrevorLand

After chasing the Co-op by email they eventually told me I switched in early May and a welcome letter was on its way. No welcome letter arrived. No request for me to read my meter, nothing, just silence. I emailed: No response to emails. I emailed the dedicated MSE address, got a read receipt, but no response to the dedicated MSE email address either.


I phoned them on Wednesday. After 30 minutes I got through to a fairly grumpy assistant who did get the letter sent out to me, with it arriving today. Now I have an account number to let me register online. I decided to read my meters and submit those values. Gas was OK, but it wouldn't accept the electric value. I phoned them again. Their system tells them the last values are from just a week ago and were customer values (how could they be?). Either I've used a lot of electric in one week or their meter reader got it wrong!


MSE tell me the switching payment has been made last Wednesday. I hope they manage to get that done correctly!


All in all, I'm not impressed so far.