Co-operative Energy reviews: Give your feedback

Consumerist

Bene wrote: »

. . . The first we knew was a letter notifying us of arrears and raising the monthly DD.
We have never, ever been given an update on what other tariffs are available [one Forum member mentions being told with the notification for each quarterly bill]

If Co-op did not advise you 42 days before your previous tariff ended and your options available then they are in breach of their licence conditions. In these circumstances you should submit a formal complaint to Co-op Energy and you could also report it directly to Ofgem (They will not investigate your individual complaint but it will be recorded and they may decide to take action at a later date.)

Bryancow

I've spent 7months trying to sort out a Coop billing error (their mistake, compounded by now issuing a bill for 9months) we found when we moved house. After 7 months of calls and emails, emailed Peter Westall, their General Manager, today, got a phone call within an hour, problem solved.
Moral of the story, forget the trained monkeys, complain to the monkey in a suit.

bebewoo

I signed up for the Co-operative dual fuel 2017 via uswitch at the beginning of March and not getting much further it's been over two months now.
I was with Cooperative Energy about two years ago and they were great but I moved house and was with a different supplier for a while and now I decided to move back as the Co-op had the best deal on Uswitch.
This time around the Co-op is like a completely different company. They cannot answer the simplest of questions, and they can't do a simple dual fuel switch without me having to phone and email and gee them up.
I got a welcome pack for the Gas but not for the Electricity and they sent me an email asking for my Electricity Serial number and my MPAN number. I emailed a copy of my last Electricity bill.
Then nothing for a month. I rang them up to ask what was happening. They said they needed my MPAN number, so I told the lady I had already supplied it, that it was on the bill that I emailed.
The lady then told me that the Supply number on the bill was not the same as an MPAN number, and that they could not continue until they got the MPAN number.
I googled MPAN number and found out that it IS the same as a supply number so I emailed the Coop and told them. They emailed me back grudgingly agreeing with me. I have now received a Welcome Pack for the Electricity and been told I have to wait till June for the supply to be taken over.
Anyway my Gas supply was supposedly taken over at the end of April but I have never been contacted by the Coop for an opening reading. Although it says on the Welcome pack that they will be in touch to get an opening reading a few weeks after the Welcome Pack arrives.
This week I was sent a final Gas bill by my old supplier but it was estimated so I rang Co-Operative to find out if they were using the estimated number as my opening reading or if they wanted the genuine reading. The lady on the phone said that although they have taken over my Gas supply they have not yet looked up my Gas meter serial number on the National database and so it has not been applied to my account yet, so they can't take any readings. I said I can give you my Gas meter serial number now, but she said no she has to email their General Enquiries desk to get them to do it.
She told me to call back in two days to find out if they are any closer to getting my Gas account finalised.

I really don't understand what has happened to the Co-op, they used to be good but now they have morphed into the Chuckle brothers. It's laughable really. I hear nothing for ages so I have to phone only to find out that there is some problem which I try to help them resolve, then I hear nothing again for ages and have to phone, only to find out that there is another problem, and so on...
I don't understand why they don't contact me when they need some information.
I don't understand why they cannot find information that is either readily available on a National database or that I already sent them.
I would say avoid but the people on the phone are very nice, and apologetic, and I feel quite sorry for them.

Bene

could you post an email address for Peter Westall, please so we too can email him/

Bene

I have tried emailing the General Manager, using the name you mention, but clearly there must be a different domain name...as Peter.Westall@cooperativeenergy.coop doesn't work!

Bene

Now - having arranged via Money saving expert's own plan, to switch to EDF, we have received a message from EDF to say that the Co-op is refusing to allow our switch to go through
We have had no notification from them; no response to our complaint [see above for switch to expensive Tariff] and now nothing by email, or by post, to say they object to our switching,

Consumerist

Bene wrote: »

Now - having arranged via Money saving expert's own plan, to switch to EDF, we have received a message from EDF to say that the Co-op is refusing to allow our switch to go through
We have had no notification from them; no response to our complaint [see above for switch to expensive Tariff] and now nothing by email, or by post, to say they object to our switching,

Normally, they can only object to a switch if you owe them money.

Bene

And we do - owe them money - for the most recent usage, but no request to read the meter, or information from them as to how much we do owe
Im posting this because it seems to us so incompetent; yes we can read the meter and send them the results, and will do so, but why is there NO communication from the Co-operatve even now. Others may be warned; and even if this is simply an unlucky example, it is an alert that these things can happen.
thanks for all your help [and patience]

bebewoo

So now I have received a letter asking me to provide my opening Gas reading, but when I click on that part of my online account I get a "Page not found" error.

I have filled out the online contact form but will have to wait 7 days for a reply - super speedy - well done Co-op amazing service so far

boobbby

Had a letter today pointing out that my D/D was not collected last month due to a technical difficulty so this month Co op energy will collect twice. Can anybody really believe that the Co op is having Technical problems