Co-operative Energy reviews: Give your feedback

Tripletrouble_2

Another seriously unimpressed coop customer here. Worst switch ever, started in January for both gas and electric. Electric - no problem apart from taking 3 months, gas only just sorted. However, no bills, no communication unless initiated by me. Customer service - non-existent. I had to contact my previous supplier to find out what the problem was, and coop weren't even talking to them to sort out the final bill. So many meter readings have been given, but none recorded. Ombudsman has been informed and now the coop want to talk to me!

boobbby

I have given up with the Co op and have now decided to use the latest collective switch with MSE. It will cost me £60 but I should save £40 and I get the £30 switch money so £10 better off and hopefully be able to manage my bills in the future. Bet this switch wont go through smoothly !!

Consumerist

boobbby wrote: »

I have given up with the Co op and have now decided to use the latest collective switch with MSE. It will cost me £60 but I should save £40 and I get the £30 switch money so £10 better off and hopefully be able to manage my bills in the future. Bet this switch wont go through smoothly !!

Have you complained via Co-op's email address ([EMAIL="onlineenquiries@cooperativeenergy.coop"]onlineenquiries@cooperativeenergy.coop[/EMAIL]);
you might get your £60 exit fees waived.

boobbby

I today reported I was on the move from the Co op and have just received this in response to my email asking for a bill
[FONT=&quot]: Each month I supply you with an update to my meter readings(I also have a copy) but was wondering when I will actually receive my next bill using the actual reading I have sent you. It will then be nice to report some good news to the Martins money saving expert site instead of reading all the negative comments. I also read the Mail on Sunday!
This is the response from the customer services:
[/FONT]
[FONT=&quot] I have looked at your email and I have attached you a new bill.

Of course there was no bill attached nor is there one when I look in my account although they have removed all the credit except for £2 from my account

The incompetence beggars believe !!


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boobbby

Got a bill today and it has all the readings I have submitted during the last few months and also it was correct. Looks like I will have to think again about moving at this time as saving £10 might not be worth the hassle !! (I am still in shock which is my excuse for saying something complimentary about the Co op energy)

FOREVER21

Co op energy still as bad as ever.

I am in the process of switching via CEC to Eon and I sent my opening reading to Eon. As I have had a number of billing problems with co op I decided to to send them my final reading also.

Logged in and gave my gas reading but unable for some reason to get the page for the electric, it was there on 11Sept.! So I decided to send it via one of their on line forms.
Used their refund request form and told them I was leaving and asked for a refund to be arranged.

Also the form had a drop down menu to show reason for submitting meter readings so I selected" final reading ,changed supplier"

Much to my surprise I got a e-mail reply , they thanked me for supplying readings and said they hoped I would supply regular readings in the future to ensure accurate billing. It was obvious that they had not even read my comments.,and as for them to send accurate billing that would be a first.

They are really still in a mess but at least I can prove that they have my final reading. Whether the switch over goes smoothly and I get my final bill ,only time will tell.

modsandmockers

boobbby wrote: »

Got a bill today and it has all the readings I have submitted during the last few months and also it was correct. Looks like I will have to think again about moving at this time as saving £10 might not be worth the hassle !! (I am still in shock which is my excuse for saying something complimentary about the Co op energy)

Yes - I received a sensible reply today to my email of two days ago, and I should know by next week whether or not Co-op Energy's system has managed to retrospectively compute my daughter's energy charges for the period beginning last December.

sbaroudi

That's all I've been hearing for the last three days, gave up after 40 mins but today I was determined to get through to co- operative energy and it took 1 hr 21 min 21 seconds to get a partial answer. Can't access my account online because it says the username they emailed me is wrong. I switched using the money saving expert energy club to First Utility in July. I've been inputting meter readings in their website for 3 months so assumed I was paying them for gas. Then I get a letter from coop thanking me for choosing my new tariff! Couldn't get through to coop so range first utility who informed me that the electric hadn't been transferred because coop refused. Turns out that I am still with coop for both and they claim I had a £600 underpayment! If I was under paying shouldn't they have informed me and put the monthly payment up? I don't know where I am now, seriously unimpressed with the Cheap Energy Club and facing a 21 day wait while they sort it out. Letter says I have 14 day cooling off period so basically I'm stuffed. To top it all my husband has just been made redundant so this couldn't have come at a worse time. What ya think to that Martin Lewis?

modsandmockers

sbaroudi wrote: »

That's all I've been hearing for the last three days, gave up after 40 mins but today I was determined to get through to co- operative energy and it took 1 hr 21 min 21 seconds to get a partial answer. Can't access my account online because it says the username they emailed me is wrong. I switched using the money saving expert energy club to First Utility in July. I've been inputting meter readings in their website for 3 months so assumed I was paying them for gas. Then I get a letter from coop thanking me for choosing my new tariff! Couldn't get through to coop so range first utility who informed me that the electric hadn't been transferred because coop refused. Turns out that I am still with coop for both and they claim I had a £600 underpayment! If I was under paying shouldn't they have informed me and put the monthly payment up? I don't know where I am now, seriously unimpressed with the Cheap Energy Club and facing a 21 day wait while they sort it out. Letter says I have 14 day cooling off period so basically I'm stuffed. To top it all my husband has just been made redundant so this couldn't have come at a worse time. What ya think to that Martin Lewis?

Sbaroudi - the thing you need to do is to keep a tally of your energy costs in the same way that you keep a tally of your supermarket shopping costs. You need to know the prices of your energy tariffs in the same way that you know the prices of your bread and milk etc. You need to be able to check your energy bills in the same way that you can check your supermarket till receipts. You need to read your gas and electricity meters at least once a month, and submit the readings to the supplier. You need to keep a record of the meter readings, and your own running calculation of your energy costs. You also need to keep a record of all the payments which have been made to the energy supplier. If the monthly payment needs adjusting, then you need to work it out for yourself and ask/tell the energy supplier to change the monthly direct debit amount to a more appropriate amount.

If you owe Co-op Energy £600 then you will probably be unable to switch and it would probably be better to ask FirstUtility to cancel your request to switch until you have sorted out your Co-op Energy account. Co-op Energy will probably be very happy to arrange some kind of payment plan - what monthly payments are you currently making? If you know (or think) that you are not paying enough, then you need to put money aside every month until the issue is resolved.

bellandbottle

After some months waiting for a bill, I decided to mail "info@" at the week-end, asking for an explanation of why nothing was showing. I've been paying my DDs and submitting meter readings every month.

After no reply by this morning, I called in to follow up. After about 10 minutes I talked to a customer services person, and asked why I was not being billed. I was transferred to another department, and told that person my problem.

In short order, he generated a bill and sent it to me. It is not quite up to date, but the meter readings are correct, and my usage is as originally planned.

I've just looked at the website, and that bill is now showing on the system.

So, it it seems reasonably clear that the staff are getting a handle on things, but the system seems to be dragging for some reason. I think things have come quite a long way in the last month or so.