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

boobbby

johnbhoy10 wrote: »

ahh think i've found it on website-

'Whether you’ve been with us for a while or you’re relatively new, if you have an account number that starts with MCCOE, you’re in the right place.'


Right i've managed to set up and register an account but now it's asking to enrol and request access to an additional account and won't accept my details. Haha who set this thing up??

Same for all of us but a phone call will give you the correct new account number. By the way which plan did you go for ?

r2015

Is this right? I have been trying to find out for 3 weeks if I can change to different Fair and Square Tariff without incurring the £25 penalty but no-one knows and the one who supposedly know won't call me back.

I change my tariff without penalty, though that was before their website was upgraded:rotfl:

flyingjock1

PeterM54 wrote: »

I had horrendous problems because npower changed to a German SAP computer system. I eventually got some compensation from them and quit (going to Sainsbury's Energy).
My girlfriend started getting identical problems with SSE who have just implemented a SAP system. She NEARLY went to the Coop, but when she realised their customer service was appalling, she pulled out of the deal and is now swopping to M&S Energy. Hopefully that might be OK.
I read that SSE have been banned from advertising for new customers until they sort out their problems. Personally, I think the government needs to step in and impose SERIOUS personal fines on the directors of these companies for their incompetence.

Peter

Think youll find it Scottish Power and not SSE who got the new sap system and sales ban. If shes going to M&S it will be sse who provide the billing and the customer service

wizzards

I have been with co-op for some time. But now no login is possible or even re-register is possible. Co-op made many promises after I rang them up that people would email me, ring me up etc. But nothing. Not a squeak since !!

My 80 year old father also with co-op is still waiting for his bill for this quarter. Promises to send the paper bill have been made but nothing arrives in the post. He is able to login online but no bill appears. One of my reasons for helping my father switch to co-op last year was the fact that they did paper bills but now its getting to be joke !!

I'd like to see someone senior on this site from co-op energy sorting out peoples issues. I am quite happy with the pricing but if we can't have the service as well then it kind of defeats the object as accounts can get into a mess and people stressed.

The original website wasn't great but a newly qualified student could make a better website than the new one.

Also I switched to a cheaper tariff with co-op and despite phone calls and assurances they had fixed that they still take the old direct debit amount.

philadollphia

Yorkshire_Pud wrote: »

I have been a customer of Co op Energy for a few years but decided to switch simply because a cheaper tariff came up.

New supplier took over 24 February. Co op still took a DD early March and probably would have again in April if I hadn't cancelled the DD.

Believe they have/had 30 days to wind up my account and send final bill but nothing.

Even if you could access your account online, it probably won't show any recent activity. Mine shows nothing after 2nd Feb.

Unfortunately, like an idiot I didn't cancel the DD as I was hoping to get my refund that way. So, they took a further £104 yesterday.

I can get through on the phone after queueing for half an hour or so. To date I've spoken to 4 different people. The lady in Customer Services today, was the first person to admit that she couldn't actually access my final bill on the computer system, although my account HAS been stopped.

She's escalated my query to a complaint & advised me to cancel the DD. I'm supposed to hear from a manager within 48 hours. I won't hold my breath.

I was hugely in credit & they owe me a large amount of money. I have received nothing in writing since February 2nd & have no idea where I stand.

I actually laughed out loud at the Co-op quote in the MSE article, saying customers who've switched away are experiencing no problems.

r2015

My 80 year old father also with co-op is still waiting for his bill for this quarter.

My last bill was on 17th December and I've not had one since.

I'm not really bothered about getting a bill because I'm still getting gas and electricity and they're still taking the direct debit and according to my excel spreadsheet I'm about £25 in debit.

As long as it all works out when my tariff ends next March I couldn't care less if they send me a bill or not.

johnbhoy10

boobbby wrote: »

Same for all of us but a phone call will give you the correct new account number. By the way which plan did you go for ?

Right ok-i don't know if i mistyped my details a couple of times but i tried again and hey presto am now set up! Only problem then was i couldn't put a meter reading in but i gather it's the same for everyone. Gave them a quick call and amazingly got through after a couple of mins (just as well as i'm not one for hanging about) and gave them a reading. Then i tried direct debit dept but no dice.
Suppose it as pushing it to get through to right dept twice in one day.

So account is set up and just need to set d/debit amount. They have the bank details. Will hold back on complaint but if they start any nonsense i'm offski! Just not worth the grief IMHO.

Fixed April 2016 V2 is my tariff.

boobbby

johnbhoy10 wrote: »

Right ok-i don't know if i mistyped my details a couple of times but i tried again and hey presto am now set up! Only problem then was i couldn't put a meter reading in but i gather it's the same for everyone. Gave them a quick call and amazingly got through after a couple of mins (just as well as i'm not one for hanging about) and gave them a reading. Then i tried direct debit dept but no dice.
Suppose it as pushing it to get through to right dept twice in one day.

So account is set up and just need to set d/debit amount. They have the bank details. Will hold back on complaint but if they start any nonsense i'm offski! Just not worth the grief IMHO.

Fixed April 2016 V2 is my tariff.

You could save quite a bit switching to the May 2016 fair and square. It is free to switch internally!

garden_guy

The statement by co op energy that customers switching away from its service have not been impacted is completely untrue.

I have not been a customer of theirs since the 23rd of Feb, but have still not received my final bill. I didn't cancel my direct debit as I have a credit balance that needs to be repaid to me.

In early March they took around half my usual direct debit amount. I called and complained, and was told it would be sorted. Far from it, no refund and they then proceeded to take the full amount of my direct debit 2 days ago !!

Which all in all means they now owe me my credit balance and the 2 further direct debits that they have taken in error.

I have contacted them again, got through eventually, after waiting 25 mins on the phone, to be told a manager would be in touch within 48 hours.


If this, according to Co op energy is customers switching away not being impacted, it's completely false.

bubieyehyeh

garden_guy wrote: »

The statement by co op energy that customers switching away from its service have not been impacted is completely untrue.

I have not been a customer of theirs since the 23rd of Feb, but have still not received my final bill.

Agreed, I left at around the same time as you, but I'm still waiting for a final bill. They also took a direct debit a month after I left for more than twice my regular amount without notice by mistake.

I was told they haven't been able to create my final bill since I left before the new computer system was switched to, and only manager can access the old system. They said they would try to generate it today and ring me later to tell me if they had or hadn't managed it. I won't be holding my breath!