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

teabelly

The only way I have found to get them to actually do what they need to do in a reasonable time frame is to write to the CEO office.

Billing and normal customer care are useless and can't sort out anything.

oldsempstress

I've tried contacting the CEO - Ramsay Dunning - and this resulted in a prompt reply from an individual in Customer Services promising thorough investigation - see earlier posts! I am still waiting almost 5 weeks later. My cries for help on this forum also generated a reply from 'customer services' requesting info etc - to which I replied immediately. Still waiting.
I too would love to leave them as my experience exactly mirrors the previous two posts.
Can't we start a national media campaign - anyone got the time?

boobbby

Just had a peep at my account and notice they have updated the user guide which is still a load of rubbish. Lots more pages although they take a while to load. They also advise you can get a PDF copy of your last bill but unfortuntely as it is now under essential maintenance it is now in gobbly gook!! Lucky I downloaded and printed copy when it was readable.(Although even then it was wrong) Looks like you can make a payment but the reference number has reverted back to a new MCCO number. I had a MCCO number when I joined in January then a new account number and now they are giving out MCCO number again.Wouldnt it be refreshing if the Co op would be honest and give us a truthful estimate when they might have the system working or for customers fed up with all their excuses the oppertunity to leave without a penalty.

teabelly

If the CEO office can't sort it out in a reasonable time then Co-Op really need shutting down as a company. That level of uselessness is just not acceptable!

oldsempstress

I finally lost patience yesterday afternoon and wrote a pr!cis of events which I sent to the Consumer page of the Guardian/Observer.
By sheer coincidence (magic?) at the same time there appeared in my inbox another email from Customer Services at the Coop - apologising etc, stating that they couldn't raise a bill themselves but that it is being passed to their 'billing' dept - and they will be in touch next week.
I can hardly wait, the excitement is overwhelming.
However, no mention at all of the execrable shambles which is my online 'account', nor any mention of rectifying it.
Updates in due course!!!!

CooperativeEnergy

lizzietwo wrote: »

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.

Good afternoon,

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 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

CooperativeEnergy

nanjan54 wrote: »

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!

Good afternoon,

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 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

janb5

Update

I was owed £1085.75 by the Cooperative Energy. I have posted nearly daily on their Facebook page which makes for interesting reading! I have also submitted a complaint to the Ombudsman.


Yesterday I finally got my final bill( having left on July 1st)I had reclaimed two direct debits but they still owe me £132.55. I have also asked for compensation so they have rounded it up to £200 having promised originally to put in a CHAPS payment but it looks as though it is going via snail mail.


I think they are inundated with complaints not surprisingly and their reply to PM`s is always very bland and non committal. Keep on complaining via their Facebook page- it is pointless to ring up unless you want to lost 40 minutes of your time! I am now with Flow Energy and even the name sounds calming!

tracy6697

janb5 wrote: »

Update

I was owed £1085.75 by the Cooperative Energy. I have posted nearly daily on their Facebook page which makes for interesting reading! I have also submitted a complaint to the Ombudsman.


Yesterday I finally got my final bill( having left on July 1st)I had reclaimed two direct debits but they still owe me £132.55. I have also asked for compensation so they have rounded it up to £200 having promised originally to put in a CHAPS payment but it looks as though it is going via snail mail.


I think they are inundated with complaints not surprisingly and their reply to PM`s is always very bland and non committal. Keep on complaining via their Facebook page- it is pointless to ring up unless you want to lost 40 minutes of your time! I am now with Flow Energy and even the name sounds calming!

Jan - were you tied in to a contract and, if so, did you manage to get the penalty fee waived?

^!£$&

Not impressed 4 month without a bill. I have no ideas where I stand- re credit/ debit. I have input new readings online but this hasn't generated a new bill. I can't believe how awful their system is? When I was with scottish power I put in my readings and straight away it recalculated my account balance. In this day and age I should not have to wait 4 months for an updated bill.