Co-operative Energy reviews: Give your feedback

bellandbottle

jukey77 wrote: »

Thanks boobbby and bellandbottle.

Co-op emailed me back to say that they might have the wrong gas meter number for my address?! I have sent them pictures of my meter as requested.

I have never been asked for a meter number when switching previously. It's even more odd considering Co-op was supplying me (via the same "unknown" gas meter) prior to me switching to EDF last year!!

I will sit tight for now but can anyone explain why the switching process taken months to many many months? I assume there is no physical work/labour involved.

If you are looking for an explanation, you might check the other Co-op thread - put on your tin helmet!

drdavidl

The well-documented and completely unnecessary account changes date back about 6months, but customer service remains non-existent. Emails remain unanswered for at least this period, phone line fails to elicit a response in any reasonable time. The organisation is a mess - and no longer cheapest. Cannot recommend Co-op Energy to anyone. I shall be switching as soon as my 50day notification arrives.

PS. American software? Bet they're using M$Windoze-based. How dumb can these companies get! (Tesco terminals use W95 - can see when they reboot. Probably got the license cheap?) If you don't understand why this is dumb, get a friend to load up Linux...

modsandmockers

drdavidl wrote: »

I shall be switching as soon as my 50day notification arrives

haha - I like your sense of humour...

MoreThrifty

Switched to Co-op a few years ago. Everything went smoothly, although there is no evidence that they have linked up to my Co-op membership card, :(which they should have done for me to receive points. There have been a couple of hiccups when they revamped websites etc when it became difficult to submit meter readings, and their system relies on customers remembering to submit readings - no reminders are sent!


I am prompted to submit this feedback now after a serious billing issue a few weeks ago. Well actually not a billing issue, more that a new direct debit was set up without my permission to take money from my bank account to pay a different account (not mine, unless I have another property somewhere that I've forgotten about............... :rotfl: ) I reported the issue 7 weeks ago when I noticed that 2 direct debits had been taken from my account for different amounts. Nothing was done in the first week, so I rang again and got a more helpful agent who did send an email to acknowledge the complaint (though he, same as first agent, was unable to trace this other account so couldn't do anything) and said I would receive a confirmation issue from the correct department within 48 hours. I didn't, so I got back in touch and the confirmation email was then forthcoming. 6 weeks on and no further communication. One more week before this goes to the ombudsman. I have in the meantime contacted my bank who, without any hesitation, returned the money to my account - well done Halifax! :T However, I am still waiting resolution and explanation from Co-op.............

boobbby

MoreThrifty wrote: »

Switched to Co-op a few years ago. Everything went smoothly, although there is no evidence that they have linked up to my Co-op membership card, :(which they should have done for me to receive points. There have been a couple of hiccups when they revamped websites etc when it became difficult to submit meter readings, and their system relies on customers remembering to submit readings - no reminders are sent!


I am prompted to submit this feedback now after a serious billing issue a few weeks ago. Well actually not a billing issue, more that a new direct debit was set up without my permission to take money from my bank account to pay a different account (not mine, unless I have another property somewhere that I've forgotten about............... :rotfl: ) I reported the issue 7 weeks ago when I noticed that 2 direct debits had been taken from my account for different amounts. Nothing was done in the first week, so I rang again and got a more helpful agent who did send an email to acknowledge the complaint (though he, same as first agent, was unable to trace this other account so couldn't do anything) and said I would receive a confirmation issue from the correct department within 48 hours. I didn't, so I got back in touch and the confirmation email was then forthcoming. 6 weeks on and no further communication. One more week before this goes to the ombudsman. I have in the meantime contacted my bank who, without any hesitation, returned the money to my account - well done Halifax! :T However, I am still waiting resolution and explanation from Co-op.............

Now that is serious and I wonder how that is done without your bank warning you that a new DD is being set up. How did you find out it was the Co op that set it up?

victor2

boobbby wrote: »

Now that is serious and I wonder how that is done without your bank warning you that a new DD is being set up. How did you find out it was the Co op that set it up?

Banks don't normally notify you of a new DD - the company setting it up notify the bank that they have the necessary authority. You would only know about it if you saw it on your statement or online account.
It is indeed a major FUBAR by the Co-op. The stories on here now promote them to the top of my "not to touch with a bargepole" list.

kingstreet

kingstreet wrote: »

I'm an existing customer of four years and so far, luckily?, I've been unaffected by what has happened. My requests to switch from Fixed To Mar 17 to F&S Mar 16 V1 and then V2 were dealt with quickly and efficiently.

I've today switched to F&S Oct 16 and received an acknowledgment email straight after.

I'll feed back again when appropriate.

As a follow on, I've just received confirmation of the new tariff in the mail and that it will be effective from 30 August, if I don't use the cooling off period to cancel.

So far, so good...

markpack

I've had problems with direct debits wrongly taken earlier in the year too - it seems like Coop Energy really haven't cracked how to handle direct debits responsibly and accurate.

Rather worrying, the elections for the directors of Midcounties Coop (who own Coop Energy) are now underway and not one of the candidates - incumbents or new people hoping to replace incumbents - mention problems at Coop Energy, even though Coop Energy is the second largest element of the Midcounties Coop. That doesn't give me much confidence for the future.

miniemma

Just received my second bill from coop since March. They have managed to use some random estimated readings and dates along with some of my readings despite the fact that I enter my readings every month.

doublew_2

I have been with Coop for a year, and I am just in the process of switching away from them as my fix has ended. While nothing particularly bad has happened during my time with Coop, I feel compelled to leave some feedback on some of the customer service issues I experienced, in case this influences anybody else's decision to go with Coop.

1. When I signed up with Coop I had just moved in to a new house so was unsure of my energy usage. Coop put me on a monthly DD of £x per month, but it quickly became apparent to me that this wasn't enough, as every bill showed a deficit, which got larger with each bill. Not once did Coop change my DD amount. Now that I am about to switch I am facing a large final bill. Luckily I realised that the DD was not enough and have been putting extra money aside to cover, but isn't it the responsibility of the provider to review the DD at every billing period?

2. Calling the customer service line is a headache, especially if your query doesn't fit in to one of the categories listed on their website. They have separate numbers for 'moving home', 'billing questions' etc, which (I think) will take you directly to those departments, but if your question doesn't fit these categories, you have to call the generic customer service line, wait for 20 mins for someone to answer, then they put you through to the correct department, where you wait another 10 mins or so for someone there to answer. There is no ringback service.