co op switch problems, Fair & Square May 2016.

steve_2012

on march the 4th i started the switch via the cheap energy club.
i have heard nothing from them so rang last night to find out whats progress has been made, i was told i had gone online today, today being yesterday.
they asked for readings which i didnt have at hand so ive just rang them again with the readings only to be told it wont be switching until april 30th (my ovo tariff ends 15 april) so now i have too pay 2 weeks standard tariff on ovo.
they also said my cooling off period doesnt start until i receive the welcome pack, is this correct, i had assumed it was from march the 4th.
all in all im not a happy bunny and thinking of scrapping this move and finding another.
i only picked co op as there CS was rated very good and up too now it is useless.
20 mins to answer the phone, two different switch dates and no correspondence at all from them.

footyguy

steve_2012 wrote: »

...so now i have too pay 2 weeks standard tariff on ovo.

No you shouldn't. You should stay of the same terms as the fixed tariff you are currently on for those additional 2 weeks (unless standard tariff would work out cheaper for you, and if so let them transfer you)

steve_2012 wrote: »

...they also said my cooling off period doesnt start until i receive the welcome pack, is this correct,

It starts from when they say

Have you looked at single suppliers? I would think you could beat that Co-op tariff

steve_2012

thanks footguy,
id assumed ovo would switch me to standard if it run over if it doesent then thats one issue out the way.
i will check single tariffs but id just thought that would be double the hassle once a year or so.

Logan112

I'm frustrated with Co-op too. I initiated a switch via the Energy Club on 9th January. I chose Co-op because they offered a better deal than my current supplier; they were not the cheapest but had a decent customer service rating too.

After a few e-mails I finally received my welcome pack and was told that I would need to supply new meter readings on 14th March. So on 14th March I set up my online account, only to find that there was no way to submit the requested meter readings. So I then had to phone them, which included being on hold for at least 10 minutes.

I submitted the same readings to my old supplier (EDF) on the same date.

I then waited for these readings to appear on both online accounts. They are still not there. I have called both companies. EDF says they are waiting for communication from Co-op and confirmation of the readings (as they may not use the ones I submitted - why???). Co-op says that industry standard from supply day (14th March) is 35 days so they have that long to communicate with EDF - and there is no way to speed it up.

So I cannot get a final bill from EDF and therefore am owed money from them which I cannot get. And the switch started on 9th January. Not happy!

lizzietwo

I have just spent 15 minutes trying to get through to Co-op Energy. Having decided to change supplier via the Energy Club.


Was given a target date of 12th March for switch from Ovo Energy. Have received various emails and account numbers (two) from Co-op, but nothing requesting meter readings or opening an account.


Ovo Energy charged me an early leaving charge on the 13th March. I was aware that this would happen but proposed saving made it acceptable.


Have tried logging on to Co-op Energy site," but was unable and have received email purporting to be from Co-op but with absolutely no identifying information, requesting I use link to register new account number. Under any other circumstances I would report it as Spam as it sits in my mail box with no Sender details.


All in all a Nightmare.


Martin Lewis, where ever you are - Help!

shornoff

I have switched to Coop Energy... I think. They are awful. Their website is hit and miss. I had an account now I haven't. I had an account number which no longer works. They sent me a new on. That doesn't work either!

Now my username no longer exists. Surely there must be something in their terms and conditions like; "We agree to have a website that works." Isn't there? No thought not.

steve_2012

i received a welcome pack saturday but im wondering if i should jump ship right now.

Logan112

Still not got a completed switch, EDF are disputing the meter readings the Co-op have given them. As they've not told me what the readings are I have no idea whether or not those readings match the ones I provided to both companies on 14th March - the date I was told Co-op would commence supply & the date I was asked to take readings.

They say that this will take 6-8 weeks to sort.

I'm flabbergasted & furious. The switch was initiated on 9th January!

weyboat

I just phoned the Coop to cancel my switch, a recorded message informed me that customer services will not be open until 8am on the 7th April, that was today (7th April) at 8:38am.
Clearly this company is very unstable even after all the re-assurances given that they are working on it!
How do I cancel my switch if they won't answer the phone!!:mad:

markharding557

steve_2012 wrote: »

i received a welcome pack saturday but im wondering if i should jump ship right now.

Do you like making a lot of calls involving long queues only to be connected with someone who arranges a call back that never happen.

Do a runner!

Logan112

Logan112 wrote: »

Still not got a completed switch, EDF are disputing the meter readings the Co-op have given them. As they've not told me what the readings are I have no idea whether or not those readings match the ones I provided to both companies on 14th March - the date I was told Co-op would commence supply & the date I was asked to take readings.

I contacted EDF to ask what meter readings the Co-op had given them - to find that they were different from the actual readings I had given them. I then called Co-op, was answered, told he needed to speak to someone about the issue & could he put me on hold for 2 minutes. 22 minutes later someone else answered the call and we had to start again...It transpires that the Co-op can find no record of the meter readings I gave them - meter readings that I phoned them to submit as their website is so hopeless I couldn't do it online. So basically the Co-op made up the meter readings.

Unbelievably it gets worse. Co-op told me that because EDF were disputing the readings it would be resolved more quickly if I got EDF to contact Co-op to confirm the meter readings I had just re-submitted. So I called EDF - and they said that despite the fact they'd written to me about the dispute that they couldn't actually be disputing the readings as if they were disputing they wouldn't have allowed the switch to complete. Moreover they cannot access any of my previous usage info and readings as the account is now closed.

In the meantime as the readings have not yet been agreed no final bill can be issued. The switch was initiated on 9th January, Co-op started supplying me on 14th March and they're telling me it'll be at least a month before I get a final bill - and can then request they repay me the money that I'll be in credit.

Please don't tell me that switching is straightforward - it's the second time I've had a major problem.