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

oldsempstress

further to above, have coincidentally just received an email acknowledgement and a promise of an investigation from one Mike Pickering of Customer Services at the Coop, in reply to my complaint. I'm not holding my breath, but will report on progress! I can hardly wait, I'm so excited at the prospect of receiving an actual bill!!!!

Katharine1983

I'm apparently stuck on their old system, they haven't taken a payment since my very first payment in March.

When I have been lucky enough to get through to customer services they have apologised and promised to get my account migrated over. Its not happened.

I opened a new bank account and they took the details for a new DD payment, and it hasn't been set up. My old DD was set up for half the cost of the typical energy consumption for a household like ours.

I haven't been able to set up an on-line account because that team has never received my details from customer services so i cant even give them a meter reading. We are having construction works done to our house so are using much more energy than normal, I am putting money aside each month to cover it but i have no idea if its enough. I really have had enough of this company, very disappointing.

Wilt

I have received a letter from National Grid metering saying they want to replace my gas meter.

This will be exciting...

peter.collins443

A quick update


I have received a phone call from the co op energy re my complaint ... It was like being on a merry go round..


They had not read my letter of complaint


They have sorted out my bill for May but cannot explain why it was late... The next one may be late as well


They are investigating my extra charge......


They cannot explain why my Junes direct debit was not taken from my bank ... they state I cancelled it, then their was insufficient funds then human error at their end cancelled it .... WRONG I had sufficient funds available


They promised to keep me informed to what was happening with my complaint

Also informed them that I would be seeking compensation for all the issues I have had with them.

I have not heard from them since early June...


I have sent them a final letter before contacting OFGEM with a deadline of 8th August


Still heard nothing


Peter.collins443

mjjordan

What is to be done with this shower? I have looked on here several times since I moved to them in Feb. Everyone's experience seems to mirror mine: taken a couple of d/ds, stopped, lost the a/cs in the old system, nonsensical email responses, mainly auto response junk, Can we somehow get Martin , Anne Robinson, and this Reid bloke in one room, with the Ombudsman and thrash these people once and for all into either sorting all this within 14 days or passing all the a/cs of all their customers to another supplier with Co-op Energy being paid nothing further and all a/cs starting with a clean slate. Just having an enquiry which eventually fines them is not the answer for all the disaffected consumers.:(

boobbby

I feel sorry for Co op energy. They had to set up system that takes a regular sum each month from a customers account and on top of that calculate the amount to charge from readings supplied by the customer. Then send the customer a bill. They also need to give each customer an account number. To achieve this they must have had to employ some highly qualified 10 year old technicians and tested the system and all they are getting so they say is one or two people moaning with as they say a few minor glitches. I am sure within a few years the dedicated staff will have have sorted this very complicated programme

janb5

boobbby wrote: »

I feel sorry for Co op energy. They had to set up system that takes a regular sum each month from a customers account and on top of that calculate the amount to charge from readings supplied by the customer. Then send the customer a bill. They also need to give each customer an account number. To achieve this they must have had to employ some highly qualified technicians and tested the system and all they are getting is one or two people moaning with as they say a few minor glitches. I am sure within a few years the dedicated staff will have have sorted this very complicated programme

Are you being sarcastic or do you genuinely believe what you are saying? I don't think you have grasped the enormity of the problem with customers unable to logon to their accounts and having to wait interminably to speak to staff who then promise you that you can speak to a Manager within 72 hours and then it doesn't happen. I am personally waiting for my final bill and have already started with a new company. The Co op haven't called a bill since December but I am £1000 in credit.


This is theft and incompetency rolled into one and to suggest that we are all somehow moaning minnies is just ludicrous. I am now waiting for the Ombudsman to sort this out and reclaim my money.


Please read the entire forum before you make absurd comments like this again.

bellandbottle

I think if you look at boobbby's comments on the other thread you will see he is joking. When things are as serious as this, it is not a bad thing to lighten up a bit.

Your point about the adminstration is well taken, however.

Mehitabel9860

mjjordan wrote: »

What is to be done with this shower? I have looked on here several times since I moved to them in Feb. Everyone's experience seems to mirror mine: taken a couple of d/ds, stopped, lost the a/cs in the old system, nonsensical email responses, mainly auto response junk, Can we somehow get Martin , Anne Robinson, and this Reid bloke in one room, with the Ombudsman and thrash these people once and for all into either sorting all this within 14 days or passing all the a/cs of all their customers to another supplier with Co-op Energy being paid nothing further and all a/cs starting with a clean slate. Just having an enquiry which eventually fines them is not the answer for all the disaffected consumers.:(

When trying to sort out my direct debit (which they'd set up for £0.00 per month!) they sent me the email requesting it be sorted - a highly informal internal email, sent to the customer! They've deleted it now which is a pity as it was quite entertaining. Not sorted out my final bill though - I left them in March.

janb5

bellandbottle wrote: »

I think if you look at boobbby's comments on the other thread you will see he is joking. When things are as serious as this, it is not a bad thing to lighten up a bit.

Your point about the adminstration is well taken, however.

Lighten up? Over £1000 ? You just made a horrible situation worse! I haven't got the spare money to wait for the powers that be to refund my money and ignore all communication. it isn't a laughing matter even if you think so.