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

Mehitabel9860

boobbby wrote: »

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

Nope - requested final bill last February. Am just bored with whole thing! Cheers me to see that others have had same useless Customer Service - I'd like someone to find out how many customers Co Op have/had, and what percentage are happy!

boobbby

IF you now find the Coop energy is now sending correct bills taking the correct amount from you DD's and you want cheaper energy and don't want to pay the £60 exit fee then it is well worth a change of tariff to the new Coop March 2017 tariff. It has to be done on line now and the paperwork takes 3 weeks but your new lower prices will be back dated to the date you apply. If you apply you first get a comparison with your present payments before you need to go ahead. This new rate is very competitive with the any energy supplier. https://www.cooperativeenergy.coop/

FOREVER21

boobbby wrote: »

IF you now find the Coop energy is now sending correct bills taking the correct amount from you DD's and you want cheaper energy and don't want to pay the £60 exit fee then it is well worth a change of tariff to the new Coop March 2017 tariff. It has to be done on line now and the paperwork takes 3 weeks but your new lower prices will be back dated to the date you apply. If you apply you first get a comparison with your present payments before you need to go ahead. This new rate is very competitive with the any energy supplier. https://www.cooperativeenergy.coop/

I think the most important word in your post is the first one " IF"

I would be amazed IF Co-op energy are now sending correct bills, etc. I was with Co op for a year and left last Sept. I experienced more problems during that year than I have ever had with any energy supplier.

Even to date I have not received a final bill even after the ombudsman ruled in my favour, after I complained about the outstanding bill.

Your other comment about changing tariff with them on line taking 3 weeks, is also typical of their Mickey Mouse computer system. I am now with Eon and have changed my tariff with them, gave them a meter reading and the change showed on my on line account within 24 hours, also I did not have to pay exit fees.

boobbby

FOREVER21 wrote: »

I think the most important word in your post is the first one " IF"

I would be amazed IF Co-op energy are now sending correct bills, etc. I was with Co op for a year and left last Sept. I experienced more problems during that year than I have ever had with any energy supplier.

Even to date I have not received a final bill even after the ombudsman ruled in my favour, after I complained about the outstanding bill.

Your other comment about changing tariff with them on line taking 3 weeks, is also typical of their Mickey Mouse computer system. I am now with Eon and have changed my tariff with them, gave them a meter reading and the change showed on my on line account within 24 hours, also I did not have to pay exit fees.

I agree that both their internet site and their customer service was rubbish once they had done the upgrade and I was going to move to another supplier. In fact I was on my way to E on when they suddenly got my bill correct and replied to my emails. Since then all has been ok so as they now have a cheaper tariff on offer which is very competitive with even the cheapest energy company, so it is less hassle to stay. (For the time being anyway)

FOREVER21

Left co op energy Sept 2015, after being unable to get a final bill, contacted ombudsman who contacted co-op and ombudsman said I would get final bill in 28 days.

On day 24 got e-mail from co-op. my bill was ready to download. But no it wasn't it had been archived ( after 2 days). So nothing new then service as expected.

Next day I telephoned co-op and explained position and asked them to send a final bill out via the post. I have now received my bill and my small balance should be refunded in 14 days.
Enclosed with the bill was a letter apologising that. " your customer journey had been unsatisfactory"

What on earth is a customer journey with an energy company? But at least my " journey" has almost ended.

peter.collins443

Just to let you know that co op energy yesterday had a major software system upgrade (26/02/16).. I was unable to log into my account... I was told that everything was down till late yesterday afternoon ....
When I rang customer support to arrange a credit refund later on I was told all customer care support computers had crashed...
I rang again today and was told that the system was still down and may not be back up and running till Monday at the earliest...and that tech support was trying to resolve issues
Will ring them then

peter.collins443

patman99

I have switched energy suppliers a few times over the last 25 years and have paid by monthly DD each time. I never did get a monthly DD that reflected my true energy use.

boobbby

peter.collins443 wrote: »

Just to let you know that co op energy yesterday had a major software system upgrade (26/02/16).. I was unable to log into my account... I was told that everything was down till late yesterday afternoon ....
When I rang customer support to arrange a credit refund later on I was told all customer care support computers had crashed...
I rang again today and was told that the system was still down and may not be back up and running till Monday at the earliest...and that tech support was trying to resolve issues
Will ring them then

peter.collins443

I was able to log on using both the computer and my iPad although the site did seem a little slow !!

peter.collins443

I was able to log on using both the computer and my iPad although the site did seem a little slow !!

Managed to log in to the site at eight last night but unable to download my final bill, will ring them Monday re my refund and final bill

peter.collins443

miniemma

peter.collins443 wrote: »

Just to let you know that co op energy yesterday had a major software system upgrade (26/02/16).. I was unable to log into my account... I was told that everything was down till late yesterday afternoon ....
When I rang customer support to arrange a credit refund later on I was told all customer care support computers had crashed...
I rang again today and was told that the system was still down and may not be back up and running till Monday at the earliest...and that tech support was trying to resolve issues
Will ring them then

peter.collins443

Thanks for this, I entered my meter readings on 26/2 and noticed the site was slow. I did get on screen confirmation and I did go back and check that my reading was showing but your post made me check again today. My feb readings were gone! Just re-entered them, narrowly avoiding an estimated bill!