Co-operative Energy reviews: Give your feedback

boobbby

I am sure I would avoid the Co op until they have sorted out their billing systems

r2015

If the Coop didn't have a cancelation fee of £30 each fuel I would leave them and switch to SSE as between now and March 2016 it would cost me £57 less than I would pay the Coop.


Assuming of course that I use roughly the same amount of gas and electricity as I use in the previous years.

eddystone_2

Ref my previous posts about a lack of bill since the new year i started the complaint procedure,after 2 weeks i get a call from a hand wringing apologist who said he will credit my a/c with £25,whoopee doo he seamed taken aback when he asked if he could do any thing else and i said pay the bill and let me leave!anyway got a call whilst at work so advised any contact to be via email as i am busy and want it in black and white,email duly arrives 2 days later but he has copied me in on the question to a techie perhaps,sure this is a mistake but read the bit about Ogem,this Co are no better than all the other money grabbing utilities.
Thank you for your time today Mr


Once again I am sorry for the inconvenience caused by this situation. We are currently unable to bill you as your tariff has expired. I therefore respectfully request that you apply for a new tariff, details of which can be found on our website, You will be able to apply for a new tariff online, or by calling our sales team on 0800 093 7511. Once this has been done please let me know and I will be able to produce a bill for you.


Kind Regards,




[FONT=&quot]Peter Graham [/FONT]
[FONT=&quot][/FONT][FONT=&quot]
[/FONT]









[FONT=&quot]From:[/FONT][FONT=&quot] Billing Complaints
Sent: 10 July 2015 09:09
To: Peter Graham
Subject: RE: Exec complaint[/FONT]



Hey

With this error it’s the tariff, so there tariff is still fixed till march 2015, so the tariff needs to be changed by contract changes before I can rectify the error.
Once sorted send it back down and I’ll be able to rectify the error.
Customer needs to apply for a new tariff

Thanks


Kind Regards,




[FONT=&quot]Sarah Fleming[/FONT]
[FONT=&quot]Billing Administrator[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot][/FONT]

[FONT=&quot][/FONT][FONT=&quot]
[/FONT] [FONT=&quot] [/FONT]
[FONT=&quot][/FONT][FONT=&quot]
[/FONT]


[FONT=&quot]From:[/FONT][FONT=&quot] Peter Graham
Sent: 08 July 2015 18:56
To: Billing Complaints
Subject: , Exec complaint
Importance: High[/FONT]



Hi,

I’m having difficulty billing the customer and need to produce a bill urgently to prevent him contacting the ombudsman. I have entered the reads of
Electricity 63068
Gas 11738

Customer has not been billed since January, I have tried to bill but keep getting an error. Please can you help produce the bill?

Thanks


Kind Regards,




[FONT=&quot]Peter Graham [/FONT]
[FONT=&quot]
[/FONT]
As you see they want me to go on another tarrif because the old one expired and for me to do all the calls when they should have put me on the cheapest one anyway as we had no communication from them that the tarrif was about to expire,what are your views on this monumental mess up.

[FONT=&quot] [/FONT]
[FONT=&quot]









[/FONT]

victor2

eddystone wrote: »

Ref my previous posts about a lack of bill since the new year i started the complaint procedure,after 2 weeks i get a call from a hand wringing apologist who said he will credit my a/c with £25,whoopee doo he seamed taken aback when he asked if he could do any thing else and i said pay the bill and let me leave!anyway got a call whilst at work so advised any contact to be via email as i am busy and want it in black and white,email duly arrives 2 days later but he has copied me in on the question to a techie perhaps,sure this is a mistake but read the bit about Ogem,this Co are no better than all the other money grabbing utilities.
Thank you for your time today Mr


Once again I am sorry for the inconvenience caused by this situation. We are currently unable to bill you as your tariff has expired. I therefore respectfully request that you apply for a new tariff, details of which can be found on our website, You will be able to apply for a new tariff online, or by calling our sales team on 0800 093 7511. Once this has been done please let me know and I will be able to produce a bill for you.


Kind Regards,




[FONT=&quot]Peter Graham [/FONT]
[FONT=&quot][/FONT][FONT=&quot]
[/FONT]









[FONT=&quot]From:[/FONT][FONT=&quot] Billing Complaints
Sent: 10 July 2015 09:09
To: Peter Graham
Subject: RE: Exec complaint[/FONT]



Hey

With this error it’s the tariff, so there tariff is still fixed till march 2015, so the tariff needs to be changed by contract changes before I can rectify the error.
Once sorted send it back down and I’ll be able to rectify the error.
Customer needs to apply for a new tariff

Thanks


Kind Regards,




[FONT=&quot]Sarah Fleming[/FONT]
[FONT=&quot]Billing Administrator[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot][/FONT]

[FONT=&quot][/FONT][FONT=&quot]
[/FONT] [FONT=&quot] [/FONT]
[FONT=&quot][/FONT][FONT=&quot]
[/FONT]


[FONT=&quot]From:[/FONT][FONT=&quot] Peter Graham
Sent: 08 July 2015 18:56
To: Billing Complaints
Subject: , Exec complaint
Importance: High[/FONT]



Hi,

I’m having difficulty billing the customer and need to produce a bill urgently to prevent him contacting the ombudsman. I have entered the reads of
Electricity 63068
Gas 11738

Customer has not been billed since January, I have tried to bill but keep getting an error. Please can you help produce the bill?

Thanks


Kind Regards,




[FONT=&quot]Peter Graham [/FONT]
[FONT=&quot]
[/FONT]
As you see they want me to go on another tarrif because the old one expired and for me to do all the calls when they should have put me on the cheapest one anyway as we had no communication from them that the tarrif was about to expire,what are your views on this monumental mess up.

[FONT=&quot] [/FONT]
[FONT=&quot]









[/FONT]

My view is that there is no way I would sign up for a new tariff. It's their mess and they should sort it out. Should they insist that is the way to "fix" it, I would expect a significant credit for all the inconvenience and a written (or at least email) guarantee that I could leave that tariff as and when I wanted to, like as soon as a bill is produced, with no penalty whatsoever and no attempt to stop the transfer away.
They are clearly concerned about you contacting the ombudsman, so the least you should get is some free utilities by way of an apology...

bellandbottle

Much to my surprise, things have started to go in the right direction - for me at least.

Today, I received a final bill from my outgoing supplier and, again to my surprise, the meter readings I gave to the Co-op were used.

I still have couple of things to sort out, one of them being a bit of compensation for all the hassle, but some positive signs.

modsandmockers

victor2 wrote: »

My view is that there is no way I would sign up for a new tariff. It's their mess and they should sort it out. Should they insist that is the way to "fix" it, I would expect a significant credit for all the inconvenience and a written (or at least email) guarantee that I could leave that tariff as and when I wanted to, like as soon as a bill is produced, with no penalty whatsoever and no attempt to stop the transfer away.
They are clearly concerned about you contacting the ombudsman, so the least you should get is some free utilities by way of an apology...

About a week ago, I brought up the Co-op's main site, and switched my daughter onto a new and longer fix precisely because I didn't feel able to trust Co-op to do whatever they need to do in order to facilitate a switch to another supplier (on the Co-op system, I am my daughter's 'attorney' ). The main site appeared to recognise my daughter's account number and other details, even though her Account Page has been 'frozen' for months and our emails have been ignored. I received a confirmation email that the switch has taken place, and that a welcome letter or email would be sent within 21 days. There have been no bills and no direct debit payments for several months, and so I'm interested to discover if the tariff change will trigger any kind of response. The main thing I want to avoid is that my daughter will be switched onto standard prices at the end of September. I am keeping a detailed history of events, including meter readings, and my daughter is putting money aside every month.

AmyG69

I had been a happy co-op customer for two years. The problems started following my switch to a new supplier in February. Co-op cancelled my on-line account, but failed to generate a final bill. They continued to draw from my bank account with monthly direct debits. Customer service is terrible with waiting times of up to 1 hour and very restricted office hours. Called at 6:30 pm and cut off as office apparently shut (open to 7pm according to website). No escalation to supervisor possible. No reply to online complaint for 4 weeks. Five months after switching I'm sill waiting for a refund of £1400. Tariffs may be competitive, customer service is not.

modsandmockers

AmyG69 wrote: »

I had been a happy co-op customer for two years. The problems started following my switch to a new supplier in February. Co-op cancelled my on-line account, but failed to generate a final bill. They continued to draw from my bank account with monthly direct debits. Customer service is terrible with waiting times of up to 1 hour and very restricted office hours. Called at 6:30 pm and cut off as office apparently shut (open to 7pm according to website). No escalation to supervisor possible. No reply to online complaint for 4 weeks. Five months after switching I'm sill waiting for a refund of £1400. Tariffs may be competitive, customer service is not.

Have you phoned your bank, and reclaimed a suitable number of direct debit payments in accordance with the direct debit guarantee?

chrisjsennett

Asked to switch in January 2015. Received a letter asking for info 'WITHIN 7 DAYS' (underlined) 'or we will assume you wish to remain with previous suppier'. Over a 6 month period received 2 further comms., an email saying the switch was taking place and another asking for the same info 'within 28 days or ....'.
Each time I sent them every number i could find both on my bills and on my meters (though i had no idea what the 'meter system administration number' was (i've just found out and i did send them it, at least twice). I asked them what it was and received no reply).
I then heard from moneysavingexpert that there were problems. Co-op then said i could log into my online account. But i couldn't even input meter readings so i eventually cancelled the 'switch' in July!! . It seems as if they didn't want my custom. Unbelievable. Such as shame, as i chose them as i agree with the ethics of the co-op. But it just wasn't happening and i would recommend avoidance of this company until they get their act together. It was a complete waste of time. EON are still ripping me off and all the co-op did was take the mickey!

bellandbottle

I just checked this morning, and the first DD was taken and registered.

So, in the past week I have had a final bill, based on readings I supplied, from my outgoing supplier and the first DD taken.

According to customer services, bills are only generated on a quarterly basis, so that should show next month.

For me at least, things are getting on to an even keel.

I am still astounded at some of the stories coming out.