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

boobbby

After about 2 months they sent a bill and although they had estimated my usage (I had given them true reading which they ignored) the one reading which was correct was my initial reading so hopefully when my year is up I can move to another supplier because of their useless systems then we should be able to calculate my exact usage. Surely this year they must favourite for the wooden spoon as the most rubbish company to deal with !

oldsempstress

further to my earlier enraged and desperate posts - I have achieved Nirvana!!! I have just rec'd an apologetic letter from a named employee, together with an itemised bill - in detail!!!!!! And an offer of a small amount of compensation.
They have recorded all my own input readings - including the gas which simply did not appear in my online account, together with what is actually a perfectly reasonable estimate of usage for the last month or so since I entered the last reading.
This still does not excuse the complete shambles that is the current system - but assuming that they can continue to sort things out, I personally cannot complain much any more.
Let's just wait and see what happens when the next bill is due!!!!

TreasureTrove

Well I'm glad I checked here. I see it's not just me then!

Way back in May I had problems trying to enrol my Co-op Energy a/c on the new system, so emailed Customer Services who eventually replied saying they had re-registered for me and I'd now be able to log in to manage my a/c, blah blah.

Just had a reminder demanding payment for a bill which I had no idea had even been issued. No email, no original bill received - and now find while I can log in that's as far as it goes. I can't access account details, input a reading, check previous or latest bill, nor pay online, and neither can I enrol my a/c from scratch as I either get a 'page not found' error with one link or it won't verify my number on another.

Surely 4 months should have been long enough to sort the damn system out. If not, why is the broken one still online? And where did my bill go to? Did they even send one out?? What a farce.

Dekazer

Having switched to Co-op Energy on 16th April, through MSE, I have finally cancelled the switching process.

I rarely resort to bad reviews on here, but I have been absolutely appalled with Co-op Energy. I bank with them, and am a Co-op member, but won't be going back to their Energy arm. Dreadful customer service (compared to the bank who I've found very good), terrible system (they took over the wrong supply in error and have failed to rectify it 2 months on) and extremely poor communication.

I'm out of pocket as a result, but despite a promise of a refund still won't be switching to them, and will recommend that others avoid them too!

So, who's good for electricity at the moment then eh?

modsandmockers

I was seriously hoping that the Co-op situation would have shown some signs of improvement when I returned from my holiday, but no such luck. My plan now is to enter monthly meter readings onto the website, and send a quarterly recorded delivery snail mail asking for an up to date bill. The online account is still showing a credit balance of £400, even though it should show a debit balance.

Luckily, we are owed no money by Co-op and they have stopped taking their monthly DD payments. We are putting money aside every month, but I am increasingly hopeful that the 12-month back billing limit will eventually work in our favour.

CooperativeEnergy

snowbrow wrote: »

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.

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

TreasureTrove wrote: »

Well I'm glad I checked here. I see it's not just me then!

Way back in May I had problems trying to enrol my Co-op Energy a/c on the new system, so emailed Customer Services who eventually replied saying they had re-registered for me and I'd now be able to log in to manage my a/c, blah blah.

Just had a reminder demanding payment for a bill which I had no idea had even been issued. No email, no original bill received - and now find while I can log in that's as far as it goes. I can't access account details, input a reading, check previous or latest bill, nor pay online, and neither can I enrol my a/c from scratch as I either get a 'page not found' error with one link or it won't verify my number on another.

Surely 4 months should have been long enough to sort the damn system out. If not, why is the broken one still online? And where did my bill go to? Did they even send one out?? What a farce.

Good afternoon,


I am sorry to hear you have had these problems with us. If you require further 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, I look forward to hearing from you and helping to resolve your issue.


Co-operative Energy

FOREVER21

I do wish these cooperative" representatives" (always nameless) would stop posting their meaningless repetitive messages here.

I received one of their standard replies over a month ago, sent the necessary information and I am still waiting for a response from them.

On the positive side my 12 month sentence ends in September at which time I will be switching.

Will the switch go smoothly? I think not.

lizzietwo

Thanks for the info' FOREVER21 - I also replied to one of their messages on the 7th August - I wasn't expecting any real action and it looks like I won't be disappointed.

Have still not had the promised response to my last phone call either.

peter.collins443

Just a quick update

I have contacted ofgem re my complaints about Co op energy 0n the 6th August... Ofgem has been in contact 12/08/2015 asking for any emails letters etc I have forwarded them on.
On the the 1st 0f August I rang co op with my meter readings after they took them I informed the customer colleague of my letter to the CEO they put through to their "triage dept" I again informed them I had a complaint which had not been resolved they passed me to the customer service dept (lol Lol ha ha) I was left on hold a further 40 minutes and was disconnected not even getting through to the customer service centre. I have now racked up some 700 minutes trying to contact someone at co op ....
Let us hope that ofgem does its job or the next port of call will be the local co op nominated MP

Peter Collins

will keep you updated