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

modsandmockers

hop3y wrote: »

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.

I seriously believe that they have run out of ideas, and are 'phishing' for the account details of the customers who have fallen off their 'system'.

CooperativeEnergy

hop3y wrote: »

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.

Hi there,





I am sorry you feel like this.


It has been a difficult few months for us at Co-operative Energy as we took on the challenge of migrating to a new energy billing system. There have been a number of problems following this, which has resulted in some poor experiences for a number of our customers. This is not acceptable to us and our teams are focussed on fixing all the issues as quickly as possible so we may return to our previous high levels of customer service.



I can assure you the best interests of our customer will always be at the centre of everything we do and our goal of creating an energy supplier that is owned by its customers and responsive to their needs remains as strong as it did at the beginning.





If I can be of assistance please forward the details of your complaint to [EMAIL="onlineenquiries@cooperativeenergy.coop"]onlineenquiries@cooperativeenergy.coop[/EMAIL], along with your account number and your phone number or email address, and I will escalate this upon receipt.


Many Thanks

hop3y

CooperativeEnergy wrote: »

Hi there,





I am sorry you feel like this.


It has been a difficult few months for us at Co-operative Energy as we took on the challenge of migrating to a new energy billing system. There have been a number of problems following this, which has resulted in some poor experiences for a number of our customers. This is not acceptable to us and our teams are focussed on fixing all the issues as quickly as possible so we may return to our previous high levels of customer service.



I can assure you the best interests of our customer will always be at the centre of everything we do and our goal of creating an energy supplier that is owned by its customers and responsive to their needs remains as strong as it did at the beginning.





If I can be of assistance please forward the details of your complaint to [EMAIL="onlineenquiries@cooperativeenergy.coop"]onlineenquiries@cooperativeenergy.coop[/EMAIL], along with your account number and your phone number or email address, and I will escalate this upon receipt.


Many Thanks

Just take a look at your Twitter account and the DMs from myself over the last 12 months (same username...) paints a rather bleak picture... And some of that was before your useless system came in.

hop3y

Even better, I've just had a bill through - it's laughable.

Previous balance: +£191.15. New charges + VAT: £198.01. Payments made; £434. New balance +£43.

Surely if my previous balance was £191.15 - charges of £198.01 = -£6.86 + payments (£434) should = £427.14 in credit...

boobbby

hop3y wrote: »

Even better, I've just had a bill through - it's laughable.

Previous balance: +£191.15. New charges + VAT: £198.01. Payments made; £434. New balance +£43.

Surely if my previous balance was £191.15 - charges of £198.01 = -£6.86 + payments (£434) should = £427.14 in credit...

At least you got a bill and maybe the calculations are difficult for this new Sinclair computer system. Maybe somebody should tell them about windows 10

zappster

CooperativeEnergy wrote: »

Hi there,





I am sorry you feel like this.


It has been a difficult few months for us at Co-operative Energy as we took on the challenge of migrating to a new energy billing system. There have been a number of problems following this, which has resulted in some poor experiences for a number of our customers. This is not acceptable to us and our teams are focussed on fixing all the issues as quickly as possible so we may return to our previous high levels of customer service.



I can assure you the best interests of our customer will always be at the centre of everything we do and our goal of creating an energy supplier that is owned by its customers and responsive to their needs remains as strong as it did at the beginning.





If I can be of assistance please forward the details of your complaint to [EMAIL="onlineenquiries@cooperativeenergy.coop"]onlineenquiries@cooperativeenergy.coop[/EMAIL], along with your account number and your phone number or email address, and I will escalate this upon receipt.


Many Thanks

Co-op Energy doesn't reply to emails. The call waiting times are so long you might as well not bother. And you've now got the most user unfriendly website of any utility company.

So how exactly is that putting your customers at the centre of everything you do ?

Know what ? Spare us the corporate bollox.

oldsempstress

just keeping you all informed - absolutely no further contact from Co-op - despite their apparent request for further info and assurances of best attention and immediate escalation! And still no further movement from those who promised an 'investigation' some 4 weeks ago! I'm [EMAIL="I@getting"]getting[/EMAIL] very bored with this - just how is this outfit still in business? Although they do still appear to be taking my money - they just can't account for what they're doing with it.

nanjan54

I am absolutely fed-up with Co-op Energy I wish I had never switched, I might have paid more with British Gas but at least I could manage my account on line & any problems I had were sorted out immediately. I switched to the Co-op in January after advice from Martins Money Tips saying I would save money, that might be the case but the customer service & administration is rubbish & causing me a lot of stress. I still can't view my bills after all these months, I've telephoned & e-mailed loads of times, first I couldn't log in now there's an error & I can't view my account. I want to switch but they are sticking by their £60 cancellation fee, I don't know how they dare! What an absolute sham they are & now they have lost one of my direct debit payments. Can I get out of this without paying the fee because of their incompetence? The company as an energy provider is not fit for purpose!

janb5

Hi Nanjan54- we must be very similar because I`m GranJan and probably born in the same year!


I have had similar problems to you but went to the Ombudsman and am waiting for their decision. Have a look at the Coops Facebook which is absolutely trashed by negative comments. Personally I reclaimed two of my direct debits and am waiting for the final bill so see what is left because they havent called a bill since last December. My account has over £1000 in it. I have said in my statement to the Ombudsman that I will not be paying an exit fee because of the shoddy service. I`d suggest you look at the energy Ombudsman site and please pm me if you want some more information if I can help. HTH.

lizzietwo

Have just put down the phone after 40 minutes on line to Coop Energy.
Joined them in March 2015 on advice from MSE Energy Club.

Have phoned and emailed them so many times requesting a bill. Was asked to supply (yet again) readings, which I did on 29th July 2015.

They emailed on 3rd August to say bill had been generated.

It is quite unbelieveable - they have not used my readings but have used estimated readings, advancing electricity by 90 units and gas by 190 units (approximately one months supply of gas billed between 29th July and 3rd August on a made up reading)

On checking further, I discover that they have actually only charged for Electricity, not gas.

Five months without a bill and I am furnished with this rubbish.

They also forgot to take a direct debit payment one month and assured me they would correct this but never did.

Customer Services said they would speak to Billing - but are now passing account to Customer Relations. The account is already registered as a complaint, as I have said I will be writing to Ombudsman.

PLEASE can anyone tell me how I can extricate myself from this Company and return to my previous provider, when Coop can't even provide me with an accurate quarterly bill. I just want out.