MSE News: Co-op faces customer backlash following bungled system upgrade

Azman2010

I signed up as a new customer and provided meter readings to be told they would be in contact.

I heard nothing and decided to call back, after being held in a queue for 20min!! to be told my registration had been cancelled and I no longer exist.

The analyst transferred me to another department which put me back into another 20mins call queue that i ended up putting the phone down

This is a joke!!!!! I feel sorry for those that are already with them, I thought my current supplier was bad!!!!

Good luck to you all

boobbby

I joined on 20th February and today recieved my quarterly bill without even checking with me for my meter readings. The bill only showed a breakdown of charges from the 31st March to the 2nd May so the bill did not seem to make a lot of sense. I guess an earlier bill from the 20th February to the 31st March is in the cloud !. Although they have estimated my reading wrong I think the bill is probably about right regarding their estimates and will get sorted once I give them the correct readings (fingers crossed) Still a farce and they should have spent more time setting up and testing the new system before it went live.
Update.. I emailed them pointing out I needed the breakdown in charges from the 20th Febuary to the 31st March. A few of hours later they replied by sending me the same bill as before from 31st March to the 2nd May. Makes you wonder at the level of intelligence of the staff. Still on the bright side at least I got a reply !!

blisteringblue

Joined in Feb, they messed the Gas transfer up so it came over this week, the elec came last month.

Still no welcome pack, after speaking to them twice, and still no DD setup on the account.

Not even bothering to ring them now. I've put aside what the DD was supposed to be and will wait till they contact me.

Really wish I'd stayed with OVO, they were brilliant. Teach me to chase a bit of money off :mad:

Yorkshire_Pud

Yorkshire_Pud wrote: »

Co op Energy said that no one switching supplier away from them has been adversely affected:cool:

That's why two and a half months after switching Co op have not produced a final bill, which they promised after prompting would be sent by 15th April.

Today I spent over an hour waiting in several phone queues being cut off etc until finally I got through whereupon I was told that my new supplier had not sent them the final meter reading so they could not produce a final bill.

Of course my new supplier has told me they sent the reading mid March and I believe them because Co op told me four weeks ago that the reading had been received but with the IT changeover had not been passed on to the department that deals with final bills.

No contact from Co op to say there was a problem, no routine 3 monthly bill at end of March IF they didn't know I had switched away, no query as to why I had stopped my Direct Debit in April.

Last bill on their web site which I can access finally is from end of December.

What a complete and utter shambles, etc. contin. P94.

They are not really fessing up to the trauma and inconvenience they have caused to so many customers are they? Poor, very poor.

I received a reply to my email of one month ago and now have a final bill for my Co op account/supply which ended 10 weeks ago.

It states they will take the payment by DD in three weeks time. I already told them I stopped the DD two months ago to stop them taking money not due.

So I thought I will use their telephone automated payment option to get rid of them/settle up. I went through the account number and ID authentication and then was asked to input the amount to pay them.

Did this and it said can only accept payments over £10:mad: which is more than I owe.

Put back into queuing system with usual message stating we are very busy at the moment, gave up.:(

priorslee

Apparently my switch to Co-op was completed on 23 Feb, although my previous supplier has yet to receive final readings. The reason for visiting this thread today is that Co-op have reached new depths of incompetence with the receipt of my first statement.

The first thing that didn't impress was the list of credits to the account - the amounts are are listed, but without dates.

The electricity bill looks about right but the gas is a total farce! Firstly they've guessed the opening reading at the point of transfer, despite sending a meter reader round 3 days after the switch date. Needless to say their guess is way off the mark.

However, that's nothing to their guess at the current gas reading. According to Co-op's guessed meter reading I've used about 166,000 Kwh of gas in the last 10 weeks. Using their unit price, this would have generated a bill of nearly £5,000!! Fortunately, they messed it up even further entering a calorific value of zero, so the only figure making its way to the bottom line is the standing charge.

If it wasn't for the fact that I'm already in the process of switching elsewhere I would be complaining (again).

For anyone who is in a similar position and regretting their move to Co-op, after my previous complaint, they did agree that I can move to another supplier without any exit fees.

GooliesOfFire

I left Co-Op Energy the end of February. I'm still waiting for my final bill.

I rang them today, they said I receive my bill in June. They didn't even ask who I was. I presume I'm not the only one waiting.

MikeM

I to have experienced all of the above problems and yesterday after speaking the the 'triage' person was put through (after a 25 min wait) to guy called 'Marcus'.

He seemed to be really helpful and he even emailed a summary of what he was going to fix for me ! We shall see ?

Can I propose that the evil here is the Direct Debit in that they have your money! This 'shambles' deserves a mass Direct Debit Strike where we collectively don't pay them for a few months. That might possibly focus minds in the Co-op ?

OK - so we will be threatened with County Court Orders and bailiffs and big black marks against our credit records - perhaps not then !

Thehud

Well it just gets better!

I have had nothing since sending the pictures of the meter through, had no replies to anything.

Today, checking my ddebits and guess what, we don't need a strike because the stupid, idiotic, numpties have now cancelled the direct debit for my house and at last set up the one for my sons house. Another long email explaining everything has gone off. Seriously sick, literally, of this now.

jasper2176

Signed up via the energy club in February and to date have had nothing from Co-op energy so I finally managed to get through to them on the 18th May to be told that I was transferred on the 1st of May but nobody from Co-op or EDF has asked for meter readings,Was then told that the person I was speaking to could not gain access to my details so transferred to another department and 28 minutes later I am still waiting.I wish to cancel this contract but don't know if I will be charged or even allowed to do it.
The Energy Club should take this company off their site as they are not worth dealing with.
Finally gave up after 35 minutes wait and will write to the MD of Co-op with a strong complaint.

Thehud

I am waiting to find out is a lady called Michelle from their FB page can sort things out. Last night, with 5 minutes to go to phone close, gas went off in sons house, again. Fortunately although emergency utilita card was de-activated, they let me use it online to add some money to the old account.

It just goes from bad to worse, phone cut out again, this morning, after about 23 minutes saying 'for out of hours emergency beeeeeeeeeeeeeeeeeeeep' Dead again.

Will let you know the outcome, if any Beeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee.