Co-operative Energy - Customer Service

Organist

When the Co-op introduced their Fixed 2017 tariff I decided to see if I could move from their Fixed 2014 to the new tariff without paying the termination fee. I was told by the customer service rep that I could and the transfer was implemented.

In the afternoon of the same day I was phoned by another rep. and was told that I would be charged the termination fee overturning what I had been told in the morning.

I therefore decided to move to the EDF Fixed 2017 tariff via this site thus saving half the termination fee because of the cashback.

Just before the transfer was completed I was contacted by the Co-op to ask why I was leaving. When I told him he said he would see if they could move me to their Fixed 2017 tariff and waive the termination fee and would phone me back.

He phoned back and said that they had agreed to waive the termination fee but that the transfer of the Gas had gone too far for them to object and they would have to initiate a transfer of the Gas back to them. He said they would object to the transfer of the Electricity which would stop the transfer. He said he would check with his manager so that they could decide on the best approach to retaining my account and would phone me back shortly to let me know the cost of the various fixed tariffs available.

I'm still waiting for the return call and my transfer was completed on 20th December for the Gas and 26th for the Electricity.

So much for the wonderful Co-op Energy customer service. Perhaps if they had been a bit more on the ball they could have phoned to ask why I was moving supplier before one of the services had transferred.

This experience together with the announcement that they will no longer offer dividend points to customers leaves little to recommend them.