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

IQa

Supposed to have switched from Coop to GB Energy from 14th September. GB claim they have sent final meter readings to Coop twice now but Coop say they have not received them and will not raise the final bill based on me giving them the readings. GB say the readings should go across instantaneously, but Coop told me today they go via a third party and it can take 35 WORKING DAYS for them to receive them. I thought switching was supposed to be easy.

Came to a head today when Coop took another direct debit payment today a month after we left them and GB took their second direct debit amount in the same month. In fairness GB promptly acknowledged their mistake and are refunding the money for the second payment but has taken two calls to Coop to get them to even look at the transfer problem properly. Not hopeful of receiving my £350+ in a hurry but if they fail to call me back tomorrow I guess it will have to be the official complaint / ombudsman route.

boobbby

I like to live on the edge so when the Co op decided I needed to have my electric meter changed I assumed something would go wrong. Anyway the meter has now been changed and the reading are now starting from '000000' (notice 6 digits and not 5 like my old meter) and so when I tried to enter my new readings the Co op system refused to accept them and left a message to ring their customer services. I dont have an hour to hang on to the phone so have emailed them instead. Glad I kept a copy of the final readings on my old meter before it was put to rest. The saga continues !!

Johno100

boobbby wrote: »

Anyway the meter has now been changed and the reading are now starting from '000000' (notice 6 digits and not 5 like my old meter) and so when I tried to enter my new readings the Co op system refused to accept them and left a message to ring their customer services.

Surely the answer is just to miss the first zero (on the left) off, 00235 is the same value as 000235.

boobbby

Johno100 wrote: »

Surely the answer is just to miss the first zero (on the left) off, 00235 is the same value as 000235.

Could be but I think it wants a reading that continues from my previous reading ie previous reading 70020 and would expect a reading of say 700050 And now thinks 00235 an error.

altec_09

Co-Op energy has to be one of the worst websites ever made! Not been able to submit meter reads since the start of this year! And they have the cheek to phone me, which is always when I'm out. Shocking.

gemineyegirl

After loads of phone calls and like other customer lies and broken promises to get my money back from Co op energy, I went to the ombudsman. 6 months later the Ombudsman told coop they owed me a final bill, £100 and £100 compensation.
In August this year Co op emailed the Ombudsman and told them that they had done as requested and all was good....and they believed them !!!!!
I could not get my breath!
The ombudsman closed the account saying they could do no more , tanks very much, so matters have to be taken into my own hands.
I contacted my bank and got the last DD payment reversed under the DD guarantee scheme. Hey ho the money is in my account today ...and co op energy know what they can do if they don't like it ....

Yeah I'll get back to u

Gem x:j

27col

Amazing! I actually got Coopenergy on the phone today. They answered within about 30sec and a very nice man sent me a new password that actually worked and got me into my account. I have been getting the run-around since last June when I first tried to register for on-line access.
Wonders will never cease.
I was all ready for a huge rant and it all went very easily.
Quite took the wind out of my sails.

boobbby

I also received a sensible reply to my email after only 3 days and they also said my energy points would be added to my Co op membership points at the end of November

boobbby

Actually they now say November 2016. What has happened to the complaints on here. Is everybody happy now ?

FOREVER21

boobbby wrote: »

Actually they now say Noember 2016. What has happened to the complaints on here. Is everybody happy now ?

I am still having problems with these people , Fortunately I managed to escape from them in September, after having a year of frustration
and annoyance over many problems. Since leaving I have still despite numerous e-mails, not received a final bill from them.

I think the reason that you do not see more complaints is that there is another thread with people complaing about the Co op.
If you do a forum search under. "Feedback Co-OP energy" you will find them.