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

System

Snap. Switched to Ovo on 3 March. Last week, after the usual 30 minute queue on the phone, they promised to generate my final bill, and to stop taking Direct Debits. This week they took a DD (which I have of course claimed back). Today, after 40 minute wait, numpty claimed "It's taking 90 days to generate final bills". I insisted on registering a formal complaint about that. Ho ho, "a manager" will ring me back.
I know Ofgem won't act on individual consumer complaints. But does anyone know of a way of getting Ofgem to look into the omnishambles at Midcounties Co-op's energy division ? Midcounties Co-op used to be well-run (and, confusingly, is not part of the Co-op Group, which includes the poor old Co-op bank.)

Jennifer_Jane

Adding my voice to those above, in the hope that MSE will take this up with Co-op MidCounties. Been with them several years, always liked their website which was clean and easy to use. They then changed it and I couldn't re-register. Waited for systems to settle down, but they haven't.


My switch to another company went through on 25th March, and yes, Co-op have taken off a direct debit as well as the company I switched to.


It's particularly disturbing that I cannot access the old account (and yes, I am in credit with Co-op) and that they are generally in such a mess. Oh dear.


Can MSE help us please, and get OfGen to sort them out?

garden_guy

bubieyehyeh wrote: »

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!

I spoke to co op energy 2 days ago, and was told that they wouldn't be able to generate a final bill for another 14 days because of the system outage. Seems like they are giving customers in the same situation different advice !

But a manager was supposed to contact me within 48 hours, so far no contact ! We'll see !!

System

garden_guy wrote: »

Seems like they are giving customers in the same situation different advice

Indeed. I think they are in a downward spiral, dealing with so many irate customers and ex-customers that they just make up any old rubbish, as the call queues get longer and longer. And their self-praise on their website makes it much worse:

After many months of careful planning :mad:, we recently launched our new Customer Care and Billing System at Co-operative Energy. The new industry leading Oracle system will enable us to provide our customers with an improved service and better customer experience.
We have migrated over 7 million data sets into the new system

They let the salesmen get away with half-baked cheapskate nonsense requiring all customers to re-register, and lose on-line access to old bills. They have (had?) about 200000 customers. What are these "7 million data sets"?
I am considering getting reversals of several more DDs, to ensure that I owe them money. I will then be happy to wait as long as they like for a final bill, and will pay it promptly (in the unlikely event that it is correct). That would technically be an abuse of the DD guarantee, but I feel is morally justified given the ongoing shambles.

johnbhoy10

boobbby wrote: »

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

Thanks but this is actually dearer for me. My main two criteria when switching was firstly no canc/exit fees and secondly i try and stay with one of the big six. So in joining Co-op i managed to break one of them.:D I have Npower price May 2016 and Co-op Fixed April 2016 V2. A cocktail for disaster is the term that comes to mind!! First time i've ever had it from different suppliers. I can see very little that beats it from a big supplier with no canc fees.

Anyway, i digress, back to matters in hand with this shower! I left my name and number with Co-op as i can't get through to direct debit dept. Was told the call-backs currently taking up to 7 working days. Has anyone else had a call-back and how long did it take??? I may just try and get them first thing on my day off next week if they haven't called by then.

ps- Npower, true to from, also made a hash of the gas switch but i managed to sort this fairly quickly so if you're looking for poor service they're still worth a look!! Sorry couldn't resist.

Ac6734

Started a switch on 15th March through the Cheaper Energy Club then saw this thread two days later. It's been nearly a month but have had nothing from the Co-Op (I have checked my spam folder). Calls to 0800 954 0693 in service hours just go to a voicemail that isn't switched on or a "sorry, lines are busy please try later" message.

This no way to start a business relationship so I've emailed the info@ address but can't say I'm hopeful. The automated reply says it could take 10 days to respond.

fat-pudding

Oh, this explains why the switch that I started in January is still in limbo. I got a welcome pack at the end of February saying the transfer would happen on or around the 30th of March and have heard nothing since.

I attempted to phone them today and the phone just rings and rings and rings...

EDF who have been a great provider have just asked me for updated meter readings too. Why is it anything that is branded Co-Op is always an utter disaster?

Logan112

And when on hold for 30 mins or more it is highly irritating to hear their recorded message constantly telling you all the things you can do online - such as see your usage & submit meter readings. Oh no you can't!!

wizzards

Oh joy now co-op say they can't find my postcode. I have been with them since 2013. My house hasn't moved. Somehow they have completely messed up the data. A few clicks of the mouse and puff I no longer exist but they still collect the monthly DD. I still can't register online to see my account as it now doesn't have my email address.

I am on my 3rd call and even after promises of emails and calls back. Not a squeak from the Mr co-op.

johnbhoy10

Has anyone tried getting a hold of this mob at 8am when they open. I need to try and get a d/debit set up. Going to try on my day off on Thursday. If they try and tell me that they're busy at 8am then i'll not be chuffed! Not wasting my breath on them until then!!