Co-operative Energy reviews: Give your feedback

boobbby

I suppose the reason for the question is that the new tariff from the co op is £6 per month more than if I switch to igloo energy (£72 in the year more) I would remain on the co op September rate until the last day and as you would know the that is the cheapest rate on the market at present. I am also changing my sky and Bt to virgin which I am sure won't go without a hitch ( by the way you should see the low offers if I remain with Bt and sky so everybody should cancel to get the low offers) I also have a few other projects that might take up some of my time so do I have energy to make a switch as in the past energy changes have never gone smoothly. I am now 50/50 about a change. As a matter of interest who is supplying energy for Consumerist?

Consumerist

boobbby wrote: »

I suppose the reason for the question is that the new tariff from the co op is £6 per month more than if I switch to igloo energy (£72 in the year more) I would remain on the co op September rate until the last day and as you would know the that is the cheapest rate on the market at present. I am also changing my sky and Bt to virgin which I am sure won't go without a hitch ( by the way you should see the low offers if I remain with Bt and sky so everybody should cancel to get the low offers) I also have a few other projects that might take up some of my time so do I have energy to make a switch as in the past energy changes have never gone smoothly. I am now 50/50 about a change. As a matter of interest who is supplying energy for Consumerist?

What I did recently was to apply for a switch on the last day of my Co-op contract. Providing the new supplier notifies the old supplier within 20 working days of the end of your contract, the old supplier is obliged to keep you on your current tariff until the switch completes "within a reasonable period of time" (Standard Licence Conditions). Generally, the delay is no more than the 14-day cooling-off period so you should be able to keep your tariff for an extra few weeks.

It worked a treat for me.

And, in my view, £72 pa is worth the saving.

It's up to you, of course, but I didn't hesitate to escape from Co-op Energy.

Anywhere

A late post but I have only just become aware of this forum, I was with Co op Energy from 2014 to 2015.

My switch to Co op Energy was absolutely fine, my problems began when I tried to leave and switch to Sainsbury Energy. They took a payment after the switching date which I mistakenly thought would be easy to resolve but customer service were appalling; denials of there being a switching date, promises of a refund etc. Sainsbury Energy even contacted them on my behalf.

The only way I was able to resolve the matter was by involving the energy ombudsman. They may now have got their act together but I for one will never use them again!

kingstreet

On 24 August I got the following email;-

As your current tariff is due to end shortly, we’d like to invite you to fix your energy prices for the next two winters!

It’s currently our best priced tariff, so look lively and switch today!

If you switch to our new My Co-op Lite Online May 19 tariff, you will remain on your current tariff until 31 October 2017. We will then provide you with full details of your new tariff.

On 31 August, I went online to switch to this new deal from 1 November 2017, but accidentally picked the September 2018 deal instead. When I realised, I went back in the website on 12 September (still within the 14 day cooling-off period) and switched to the May 2019 product.

In my account today, I noticed I'd been charged two exit fees, one for each transfer. I contacted them explaining about the email and my error and they told me the first one would be reversed as I changed within the cooling-off period but the other would stand as I was outside the 49 day period of the end of the current tariff.

Notwithstanding the above, which basically told me to sign-up now ready for the end of my current tariff on 31 October 2017 with no mention of a fee, isn't 12 September to 31 October 49 days?

Finally, when I signed up to Fix For Longer October 2017, I did that on 21 July 2016. At that time, there was no charge made for switching within Co-Op, only for transfers away. I took a screen dump on that day and have a dated pdf which states there was no fee for an internal transfer on the date I signed up.

I'm now determined to cancel the transfer, get the fees back and leave Co-op on 31 October. Is there anything you can see above I should concentrate on to increase the chances of getting the other £60 back?

TIA

Consumerist

kingstreet wrote: »

. . . Is there anything you can see above I should concentrate on to increase the chances of getting the other £60 back?

The cooling-off period only seems to apply to switching supplier but not to switching tariff with the same supplier.

You need to concentrate on the Ts&Cs for the tariff you switched from and the tariff you accidentally switched to and to make sure that you were able to switch from those tariffs to another Co-op tariff without penalty.

lizzietwo

I had many problems with my Co-op Energy Account and the lack of proper action by the Customer Services Team.
In March 2017 I addressed an email to (text removed by MSE Forum Team), Head of Customer Experience. Couldn't find an email for him which worked so sent it via Customer Services for his personal attention.
Within three days I had a telephone call and the following email and what had been an ongoing problem, was sorted. It seems you need to worry the Executive with your problems before they are properly resolved.

Hope this helps.

Further to our telephone conversation today, I am writing to provide confirmation of our agreed full and final resolution in response to the problems that you previously raised with us:

1. You have been provided with a copy of the final bill dated 20 March 2017 based on actual meter reads with a new balance of £421.36.

2. On the basis of failings in the service provided and the inconvenience caused to you, I have apologised on behalf of the Co-operative Energy and I have offered you a goodwill of £50.00 which has been applied to the account reducing the outstanding balance to £371.36.

3. I took payment from you over the telephone today in the sum of £371.36. The payment can take up to 48 hours to clear following which the account will automatically close.

Your complaint is now closed.

Regards,

(Text removed by MSE Forum Team)

kingstreet

Consumerist wrote: »

The cooling-off period only seems to apply to switching supplier but not to switching tariff with the same supplier.

You need to concentrate on the Ts&Cs for the tariff you switched from and the tariff you accidentally switched to and to make sure that you were able to switch from those tariffs to another Co-op tariff without penalty.

Raised a complaint yesterday after three days of nothing in response to my email.

Had a call with an apology this morning and a promise the other £60 charge would be removed within 20 minutes. It was.

Thank you.

Howzy64

Having switched to Coop Energy my experience has been excellent. Simple switch. No problems with billing or meter readings. When the time came and based on my experience I switched my Mum to Coop too as they were the best deal with the Warm Home Discount scheme. Customer services very helpful and no problems with administering Mum's account. Online account easy to use. There's no smart meters with Coop Energy yet but I don't care about that. Currently I think having a smart meter actually limits your choice of supplier. All English telephone agents and all seem knowledgeable, mature and helpful. Definately recommended.

boobbby

Consumerist I have taken your advise and moved from the Co op although I have chosen Igloo Energy. What a difference as when I phone my new provider they answer almost immediately and just a couple of checks unlike the Co op who ask loads of questions and get any wrong and they threaten to cut you off even if it’s taken ages for them to answer in the first place. Still not received any of the money I had over paid to the co op energy although they say I should receive it in the next couple of weeks!! Now I get interest on my surplus payments and no fee if I move to another provider so with my reduced payments all looks good so far

Consumerist

boobbby wrote: »

. . . Still not received any of the money I had over paid to the co op energy although they say I should receive it in the next couple of weeks!! . . .

You may need to keep chasing Co-op for your refund. Keep a record of all your requests - preferably written - you never know whether you might need to start a complaint.

Good luck with Igloo in the future - customer service is generally ok when signing up but its billing and customer service from now on that counts. Perhaps give some feedback on Igloo in the future.