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

bellandbottle

Instead of shouting, why don't you start reversing out some of your direct debits, if you are sure that you are in a genuine credit position - your bank will help you do that. By using your meter readings, you can work out roughly what you have used.

janb5

I am not shouting. I know I am owed a lot of money so to joke about it is not amusing or kind. You are still a newbie so I don't understand why you should behave like this after only 6 posts.

oldsempstress

it's almost 4 x weeks since I excitedly reported the receipt of a communication from Customer Services, promising to investigate my complaint (usual problems - no bill, readings etc) and come back to me. How long is reasonable to wait without further communication before I start campaigning again. I do not want to be doing this and shall shortly lose the will to live; would instigate immediate move to other supplier if I thought it could reasonably be done, but as this lot haven't sent me a bill, can't find any record of gas usage on 'my dashboard', although a - possibly -spurious electricity figure is there - I dread to think of the hassle. If I do decide to leave, can they reasonably still charge me a fee for 'contract-breaking'?

CooperativeEnergy

Good evening,
We are sorry to read about you recent problems with your energy account. We sincerely apologise for the service you have received.
Please forward the details of your complaint to [EMAIL="onlineenquiries@cooperativeenergy.coop"]onlineenquiries@cooperativeenergy.coop[/EMAIL], along with your account number and I will escalate this upon receipt.
Many thanks, I look forward to hearing from you and helping to resolve your issue.
Co-operative Energy

oldsempstress

in response to above reply from Coop, have forwarded my original email complaint which details pr!cis of problems; await outcome, clasping my hands in hope.

Scrimpstar

Hi, just thought I would add my situation to the general tale of woe. I have been with Co Op Energy since August last year and have yet to receive an itemised bill from them despite repeated requests for one.

For most of this year they showed me owing them in the region of £11,000 due to this amazing new computer system of theirs, but I can't seem to get through to anybody there that it causes great anxiety to people not to know how much bills are racking up and whether their DD amount is going to cover them when the bill finally arrives...

I can't help thinking that this is a new way for energy companies to avoid customers using the freedom to shop around, especially since I had the exact same problem with Scottish Power and ironically it was this that prompted me to move to Co Op energy after 9 months of misery banging my head on a brick wall to their similarly disinterested customer service reps...

I have to say the stress of not being able to manage my energy payments is definitely too high a price to pay for cashback deals and promises of cheaper energy, I'm beginning to feel that I will never know how much it has cost me.

modsandmockers

Scrimpstar wrote: »

Hi, just thought I would add my situation to the general tale of woe. I have been with Co Op Energy since August last year and have yet to receive an itemised bill from them despite repeated requests for one.

For most of this year they showed me owing them in the region of £11,000 due to this amazing new computer system of theirs, but I can't seem to get through to anybody there that it causes great anxiety to people not to know how much bills are racking up and whether their DD amount is going to cover them when the bill finally arrives...

I can't help thinking that this is a new way for energy companies to avoid customers using the freedom to shop around, especially since I had the exact same problem with Scottish Power and ironically it was this that prompted me to move to Co Op energy after 9 months of misery banging my head on a brick wall to their similarly disinterested customer service reps...

I have to say the stress of not being able to manage my energy payments is definitely too high a price to pay for cashback deals and promises of cheaper energy, I'm beginning to feel that I will never know how much it has cost me.

If you know the name and/or the prices of the tariff which you selected last August, and have a note of the opening meter readings, then it is surprisingly easy to work out your energy costs so far. There will be a daily standing charge for each fuel, and a price per kWh. All of this information should have been provided by Co-op Energy last August. The difference between electricity meter readings then and now translates directly into kilowatthours. For gas, there is a conversion factor to apply, and here is a link which will do the arithmetic for you - http://www.energylinx.co.uk/gas_meter_conversion.html

CooperativeEnergy

oldsempstress wrote: »

in response to above reply from Coop, have forwarded my original email complaint which details pr!cis of problems; await outcome, clasping my hands in hope.

Thank you for providing us with your details. You will be contacted by a member of our team shortly.


Many thanks,


Co-operative Energy

CooperativeEnergy

Scrimpstar wrote: »

Hi, just thought I would add my situation to the general tale of woe. I have been with Co Op Energy since August last year and have yet to receive an itemised bill from them despite repeated requests for one.

For most of this year they showed me owing them in the region of £11,000 due to this amazing new computer system of theirs, but I can't seem to get through to anybody there that it causes great anxiety to people not to know how much bills are racking up and whether their DD amount is going to cover them when the bill finally arrives...

I can't help thinking that this is a new way for energy companies to avoid customers using the freedom to shop around, especially since I had the exact same problem with Scottish Power and ironically it was this that prompted me to move to Co Op energy after 9 months of misery banging my head on a brick wall to their similarly disinterested customer service reps...

I have to say the stress of not being able to manage my energy payments is definitely too high a price to pay for cashback deals and promises of cheaper energy, I'm beginning to feel that I will never know how much it has cost me.

Good afternoon,

I am sorry to read you have been experiencing these issues with us. I would like to sincerely apologise for the service you have received.

Please forward the details of your complaint to onlineenquiries@cooperativeenergy.coop, along with your account number and your phone number or email address, and I will escalate this upon receipt.

Many thanks, I look forward to hearing from you and helping to resolve your issue.

Co-operative Energy

hop3y

CooperativeEnergy wrote: »

Good afternoon,

I am sorry to read you have been experiencing these issues with us. I would like to sincerely apologise for the service you have received.

Please forward the details of your complaint to onlineenquiries@cooperativeenergy.coop, along with your account number and your phone number or email address, and I will escalate this upon receipt.

Many thanks, I look forward to hearing from you and helping to resolve your issue.

Co-operative Energy

So, how does a post on a forum fill us with any confidence when you don't reply to emails, tweets, Facebook messages and when we do ring, we have to wait for hours?

What's different? It's just another email in your inbox that your going to ignore or pass of due to the bungled system upgrade.