Co-operative Energy reviews: Give your feedback

energysapped

Applied for switch to COOP Energy on 10th Jan 2015...now 2nd Feb and no contact from them. Sent them an email and still no reply.
Now I want to cancel the switch ...how does that happen??:(

r2015

I called on their Freephone number at 2 pm on Saturday to change my bank details for my DD.


Took less than 5 minutes.

Consumerist

energysapped wrote: »

Applied for switch to COOP Energy on 10th Jan 2015...now 2nd Feb and no contact from them. Sent them an email and still no reply. Now I want to cancel the switch ...how does that happen??

There would have been a 14-day "cooling-off" period which, presumably, expired ca. 24th Jan. so, assuming they have started to process your switch and it was a fixed-term contract, you may have to pay an early-termination charge to switch again. To cancel a switch, you should cancel it with the new supplier, Co-op in this case.

Has your old supplier been notified of the switch - if not you could ask them to object to it.

What you need to establish is whether Co-op are aware of your request. If not, you can request another switch to another supplier as if you hadn't made the original request.

madkingsoup

Not great at communication, it must be said.

I switched on 17th December.
Got the welcome pack on 22nd December.
Got request for meter readings on 21st January.
Gave meter readings on 27th January.

No updates or estimated go live date or anything. Their phone system has a recording that says that if you're switching you'll hear from them within 14 days, which is a particularly stupid thing to say to customers when you don't know what stage they're at in the switch.

I'm not hugely impressed yet.

Consumerist

madkingsoup wrote: »

Not great at communication, it must be said.

I switched on 17th December.
Got the welcome pack on 22nd December.
Got request for meter readings on 21st January.
Gave meter readings on 27th January.

No updates or estimated go live date or anything. Their phone system has a recording that says that if you're switching you'll hear from them within 14 days, which is a particularly stupid thing to say to customers when you don't know what stage they're at in the switch.

I'm not hugely impressed yet.

If you were asked to provide meter readings on 21 Jan., it is likely that the switch took place on that date or shortly after.

They usually ask you to provide these readings within 48 hours so they can use them as the hand-over readings. Since you didn't provide them until later, it is possible they have estimated them.

Although it shouldn't be any excuse, they were offering market-leading tariffs and demand has probably overwhelmed them for the time being.

FOREVER21

Further to my other posts, sent an email insisting that they provide me with an updated bill which showed my correct balance not the incorrect debit.

I then received telephone call from their customer response team, apparently my complaint had been raised to level3, whatever that means.

The only way they could sought the problem was to close both my gas and electric accounts cancell my dd and start all again. They did this and I was sent a bill covering Sept. 2014 to Feb 2015, which at last was correct.

I was also given£100 goodwill gesture for my trouble. However a week after I thought all was put right, I got an e-mail thanking me for joining them and asking for my opening meter readings and that they will arrange a transfer date.

The tariff I am on is still competitive, but they are let down by their computer programmers, I will certainly leave when my fixed rate deal ends.

Consumerist

Sounds like you've had a rocky road but glad it's been sorted. When you get to the end of your fix, don't cut off your nose to spite your face if the price is right.

They have, at least, compensated you for the inconvenience so their heart seems to be in the right place. I agree their CS isn't the most responsive but nor is it, by any means, the worst. So while their prices are competitive I'm prepared to give them the benefit of the doubt.

MikeM

Should have perhaps posted this mini-moan:

https://forums.moneysavingexpert.com/discussion/5176106

on this Co-op feedback thread ?.

Was not impressed by Chief Executive Ben Reid's recent email telling me that they weren't even going to match their competitors feeble price cuts ! Thanks - for nothing !

My feedback is that as a company they are just about tolerable:

Customer service about 3/10

Consumerist

Not great, I agree.

BobVGatLP

Requested switch 17th Dec
Rec'd Welcome Pack 22nd Dec
Sent meter readings 23rd Jan
Transfer completed 27th Jan
Received final bill & credit from EDF 15th Feb
Coop took first DD 15th Feb

True what others have said that you get minimal comm from Coop unlike the big 6. Coop website is basic in comparison.The Welcome pack contained all the est dates for transfer so you have to assume all is going well.
One concern is that the DD is calc on av consumption & I know I am underpaying. We'll see what happens at next meter reading. Better in my account than theirs.
So far , so good...