Co-operative Energy reviews: Give your feedback

Crater

I am just trying to get enough information for a move to a new tariff at Co-op. I get my bills by downloading (when the website is working - you never get reminders now) and pay by direct debit, which they fouled up once long before this problem with the new computers.

At present, if you try to get through to the tariff team, you get shunted to any "overspill switchboard". They don't have enough people on the job even to queue you. You get pointed at the website/email (users know that it can take weeks, not days, to get a reply) and the mention of a "ringback" indicated that it would take 7 days.

So anyone thinking about Co-op Energy - think twice. I'm already considering trying to go back to our previous supplier.

Consumerist

Surprisingly, I managed to switch tariffs by phone a few weeks ago without any problem.

Try their Sales number: 0800 093 7511.

Crater

Thanks. I've never got through to them quickly, but I think now is the time when a lot of their customers either want to switch to the October tariff, or get out.

I've been holding for just over 20 minutes right now. They are by far the slowest "helpline" that I've ever had to deal with that isn't run by the government.

PS that "sales number", which I was also given as a "Tariff switching number", is just the same number they have up on their homepage for all enquiries.

NOW been hanging on the line for 1 hour straight. Giving up.

Went to customer services. Asked if there was anything I could do. She said she could connect me to the right department and it wouldn't take an hour this time.

She was right ... after 5 minutes, on the nail, I got a curt message saying "Pleased be advised that all of our advisers are busy. Please come back later." Forget the "please". It didn't even try to sound polite. And then it cut me off.

Mojisola

I've applied to have a refund three times without any replies.

I've sent an email now to the general enquiries to see if that gets an answer. I don't really want to sit on the phone for ages if I can avoid it.

Once the refund comes through, I need to reduce the DD. I can see this saga continuing for months!

Praise where it's due - the department that deals with the Feed In Tariff have been very efficient and quick in dealing with our account.

JenniS

At long last I've finally left Coop energy. My advice - OK ish when they are supplying you, dreadful to join or leave, and don't try and ring them.
Took 2 months longer than it should have to join as they didn't process the request properly on several occasions.
They were very slow in reducing DD amounts when I was overpaying, and the changes in amounts took at least one month more to change than they said they would.
I left them in January this year, received no final bill or contact from them other than telling my my fixed tariff was about to end and did I want to sign up for another one - answer, No, you don't supply me any more.
Phoned and asked for final bill in March. Asked again by phone (and complained about delay) at the start of May. Wrote letter of complaint in late May. Phoned again in mid June to complain again. Had no reply to any of the above complaints/requests and no final bill was forthcoming. I did receive one bill charging me up to March. :mad:
Went to Ombudsman in late June. They have ruled in my favour and finally today (9.5 months after leaving them) I have received a final bill, letter of apology, the £370 they owed me refunded and a small amount of compensation. The final bill did not have 2 payments on it, but they have just added them on without them appearing on any statement, so it is correct, just very confusing unless you compare balances from consecutive bills.
And longest on hold time of this saga? 2 hours 30 minutes! :eek:

AVOID if you want to retain your sanity!
If having problems, go to ombudsman as soon as possible, their complaints procedure appears non existent.

bellandbottle

JenniS wrote: »

At long last I've finally left Coop energy. My advice - OK ish when they are supplying you, dreadful to join or leave, and don't try and ring them.
Took 2 months longer than it should have to join as they didn't process the request properly on several occasions.
They were very slow in reducing DD amounts when I was overpaying, and the changes in amounts took at least one month more to change than they said they would.
I left them in January this year, received no final bill or contact from them other than telling my my fixed tariff was about to end and did I want to sign up for another one - answer, No, you don't supply me any more.
Phoned and asked for final bill in March. Asked again by phone (and complained about delay) at the start of May. Wrote letter of complaint in late May. Phoned again in mid June to complain again. Had no reply to any of the above complaints/requests and no final bill was forthcoming. I did receive one bill charging me up to March. :mad:
Went to Ombudsman in late June. They have ruled in my favour and finally today (9.5 months after leaving them) I have received a final bill, letter of apology, the £370 they owed me refunded and a small amount of compensation. The final bill did not have 2 payments on it, but they have just added them on without them appearing on any statement, so it is correct, just very confusing unless you compare balances from consecutive bills.
And longest on hold time of this saga? 2 hours 30 minutes! :eek:

AVOID if you want to retain your sanity!
If having problems, go to ombudsman as soon as possible, their complaints procedure appears non existent.

I am quite downheartened that this kind of situation is still going on, despite apparent "green shoots" of progress.

I was considering extending our deal, but that will stay on the back burner for now.

Ho, hum....

Consumerist

I think <Citizens Advice complaints statistics> seems to speak volumes. Who would have thought Co-op Energy would attract a higher complaint level that nPower?

jca142

I have changed and swapped energy companies most years but this has been the worst swap I have ever experienced! It took an absolute age for them to swap me over! I had to chase them up several times to get me swapped over! I am finally paying them money but there online system is not great. Now they are saying that i need to confirm my gas meter number!
You cannot get through to them.... sending an email takes a week for them to reply!

As soon as my year is up I am leaving even if I have to pay more!!!

Terrible, Terrible Terrible!!!!

Crater

I've now been waiting 3 weeks for a reply to my last email with two straightforward questions in it.

I'm now back on their "general" tariff, due to their ignoring me when I tried to contact them with questions about an update.

Matthew_Wicks

Since day one of joining ((may 2015) I have had major problems. Firslty never received welcome pack, submitted meter readings three times as had problems with computer systems, could not access online account due to computer problems, could never get through on phone lines. Had to get ombudsmand involved to enable me to get a bill and be able to leave without exit fees. Now still unable to obtain final bill after deadline due to "computer errors" when I am due money. just starting proceedings with ombudsman again and solicitor may have to come on board too as the amount of time and money it has cost me in trying to sort this out is ridiculous. Stay well clear as they are the worst energy company I have ever dealt with !!!!!!!!!!!!!!!!!!