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

blisteringblue

I'm mid switch, my Gas is over with them, so far no DD setup, no ask for meter readings. Electrcity will follow this week. What a complete shambles. I've been with First Utility but this lot seem 100x worse.

rexmedorum

I just finally managed to log in
I had to sign up with a different email address as it wouldn't let me re signup with the old one (already in use)

Now that I'm in I see the wrong property address in a different part of the country (though oddly same house number).

I also note that the latest bill doesn't add up. It's charging me 5.93.

However previous balance is in credit and if I subtract charges there should be 5.93 in credit left over.

It's the 2nd time we have been sent a bill for the amount that were in credit

Oblong31

The Coop are wrong when they say the switch to their new billing system has no impacted customers switching away from them. I should have realised there was a problem when I had to ask them for a final bil after seeing them still taking money from my bank account. I had left the Direct Debit open as I expected a refund on overpayment. To make matters worse they had grossly over estimated my gas usage.. When I read the bill I was shocked to see they were still charging me for gas after the switch date. Their claim to not have received a final reading was clearly a lie as they had on the bill the final reading I gave to my new supplier. Also they had the date of the switch as the end date of the charge period even though they included charges after that date They can only have got the final meter reading from the new supplier. I have had to spend a long time on the phone waiting to speak to some one and then had a long argument to persuade them they have taken money that they have no legal entitlement to. Any other industry that would be fraud or theft or both. Why are their actions not classed as criminal? Is their licence to supply gas and electric a get out of jail free card?

cleudo

So much for their new computer system..

I've been with them for a while and they've consistently mismanaged my account - never been able to contact them online to get my direct debit sorted out and I ended up with a £4K balance.

I took out a loan recently to pay this off and get away from them - and paid them off last Saturday. Guess what? No indication on my account that I've paid the balance, and they've put a block on my move away as well.

They really, really ought to lose their licence to sell energy. Must be the worst energy company in the UK right now.

johnbhoy10

Well i've got my account set up and also my direct debit (we'll see if they take it) too. The only thing i can see in my account at the moment is the last meter reading i entered even though i've provided 2 or 3 now. Everything else in the account is showing zeros everywhere but hopefully that will change soon.

This is actually making my gas move to npower look like a smooth transition.:think: How can this be??:rotfl:

cleudo

Having cleared the balance on my account via the automated payment line last week, the Co-op still have a block on me moving away.

Phone them up and they said they have no record of the payment even though it left my account on the 21st and was quite substantial.

Then she put me on hold and the call mysteriously dropped.

Back to the long wait again and I eventually get through only to be told all the systems are down and call back on Monday.

You couldn't make this up :mad:

wizzards

Some progress but yet to actually see my latest bill. :huh: :wall:
I am in touch with online team who have some limited capability to do something about ones online account. Both myself and elderly father had same issues on both our accounts. Status today is online accounts are working but recent bills are archived which is a pain. Elderly father doesn't have a bill since before Christmas though. Theoretically we can request them and they post them in 7 days. Now we will see if that works. So 3 phone calls 10 emails and about 4 weeks we have achieved a status that should have taken a few clicks. Emails seem to work better than phone calls to customer service as you can send the odd screen shot.

Overall a total shambles but then the price is not bad and they are trying to help me Also they have a freephone customer service number so while you listen to music and messages saying "how you can see or do it all online" they are at least paying for your call unlike some other Energy Suppliers with whom you rack up a raft of phone charges.

Mr_tight_wad

What a complete shambles!
They're bundling in a third service now free to customers on top of gas and electric know as "mega-hassle" its a mandatory add-on that can not be opted out of.

I am regretting switching to co-op. Their system is amateur and communication is zero. Expecting my transfer for gas and electric has been nothing my continuous problems. Emails were ignored so i called them and they claimed to have been sending letters in the post that never arrived, (trying to blame the postal service) even though i was expecting emails. Then i was referred to by someone elses name and had i not telephoned them (with a very long wait) they would not have even moved my gas. This further delayed my gas transfer which has yet to move. Now i cant login to the website to check my status.

This must be the biggest April fools prank ever!

Ac6734

Ac6734 wrote: »

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.

I got an email a week ago that effectively said "tough, the transfer is going through" and that has been it. No further communication and no welcome pack.

Total shambles. :mad:

modsandmockers

Today, I received the promised paper bills relating to my daughter's account with Co-op Energy (I manage the account on my daughter's behalf). The consumption costs are correct, but they have double-charged for 7 days standing charges because there is 7-day overlap between the end date of bill number one and the start date of bill number two. The Current Account Balance figure is also correct (allowing for the overcharge, which I have emailed them about).

But the other figures on the bills such as payments received, account adjustments etc etc make no sense at all - just like the website (on the rare occasions I am able to log in).