Co-operative Energy reviews: Give your feedback

Crater

Please let us know what happens!

fat-pudding

I finally heard back from the ombudsman yesterday after raising a complaint in August, co-op are being forced to return my supply to EDF (they have already started this procesS), I've been awarded £100 compensation and if this all doesn't happen in the next month the ombudsman will take steps enforce the action.

That makes it 9 months since they screwed up the switch but I will have a total of £155 being paid for their failings (£25 compensation, £100 compensation and £30 cash back for the switch), no exit fees are being applied to me either, the ombudsman mentioned something along the lines of any customer who has been affected by these problems should be offered this at very least.

The most concerning part of this is that the co-op claimed I never switched in January and that they said the switch was initiated in April, the ombudsman who had copies of personalised emails they sent to me in February confirming the switch in January was not impressed! The co-op didn't have an answer for why!

mikegsouthsea

I have been waiting for a refund of +£350 since late June 2015 when I moved home. Co-op energy have fed me a string of excuses, obfuscations, misleading statements and lies. I have now lodged a complaint with the energy ombudsman.
Even if they had a deal that would save me £100s, I will never deal with them again.

mrbobuk

Here's my list of woes since switching...

1) Major problems for months accessing online system - essentially never worked, so could not see bills etc

2) Switch-over from previous dual-fuel supplier was slow and I had to chase vigorously to ensure the migration happened

3) Can never get through to customer service and constantly wait 45-60 mins constantly for every call

4) Never refund you your credit (you always have to chase them for it) and when you ask for it to be credited into your bank, it arrives late (they've indicated on their own website it will be back in your account at the end of the following week) - I've raised this with OFGEM now as a complaint. I recently asked for a second credit request and it was never made - they claim an admin error...

Personally, they're slightly cheaper but 1/10 if that on customer service. It's dreadful..

My advice, steer clear and pay a little extra on someone whom will honour what they say on the blurb. I'm tied in but will be looking at other options at the end of the contract.

My other advice...anyone else experiencing problems with Co-op specifically on crediting customers, go to OFGEM immediately and make a robust complaint.

boobbby

Well it is the end of another month and again the Co op energy has promised they would have their site up and running properly by the end of October 2015 (mind they also said that in May, August and September) I have to admit although there are many problem with the site but I can at least input my meter readings, even using the the readings from my new electric meter which they had recently arranged to be fitted. I have also been able to alter my DD to reflect my winter useage so maybe things are getting better and it is just a shame that it is still not 100% working properly.

Consumerist

boobbby wrote: »

. . . I have also been able to alter my DD to reflect my winter useage . . .

Were you able to do that on-line?

modsandmockers

boobbby wrote: »

I have also been able to alter my DD to reflect my winter useage

Why would you want to do that? The idea of the monthly DD payment plan is that you don't have to concern yourself with seasonal fluctuations in consumption.

Consumerist

modsandmockers wrote: »

Why would you want to do that? The idea of the monthly DD payment plan is that you don't have to concern yourself with seasonal fluctuations in consumption.

Well, that may be your idea, and it is also my idea, of the purpose of having a DD. It only remains for Co-op to get with the plan and do the job properly.

boobbby

modsandmockers wrote: »

Why would you want to do that? The idea of the monthly DD payment plan is that you don't have to concern yourself with seasonal fluctuations in consumption.

True but the Co op in their wisdom had reduced my DD when I joined in March so that by the end of the summer I had broke even. Rather than try to contact the Co op during their problem period I have waited until now to make the adjustment.

modsandmockers

boobbby wrote: »

True but the Co op in their wisdom had reduced my DD when I joined in March so that by the end of the summer I had broke even. Rather than try to contact the Co op during their problem period I have waited until now to make the adjustment.

My own response would have been "why should I do the Co-op's work". I would have put the necessary funds on one side, and waited for Co-op Energy to get their act together.