MSE News: Co-op hit by customer service backlash in MSE energy poll

BoingBoing_2

I started my switch around 23rd March, had my first contact from co-operative dated 7th April and then NOTHING until a letter dated 2nd June asking for meter readings within 2 days. Great, but the letter didn't arrive until the 8th of June... so I tried to register and log in to my account only to find that impossible as I keep getting messages saying my account number is not recognised.

I have emailed co-operative using the normal email address, got an automated reply saying it could take 10 days instead of 5 to get a reply - yeh thanks for that. Tried the phone number numerous times and failed to get through to anyone so far. Tried the new mse email address, not heard anything yet and I am getting really fed up. OVO Energy issued me my final bills on 11th May! Tempted to try and cancel my switch and go back to OVO, their customer service was brilliant, and if they drop their prices I'm definitely going back.

modsandmockers

BoingBoing wrote: »

I started my switch around 23rd March, had my first contact from co-operative dated 7th April and then NOTHING until a letter dated 2nd June asking for meter readings within 2 days. Great, but the letter didn't arrive until the 8th of June... so I tried to register and log in to my account only to find that impossible as I keep getting messages saying my account number is not recognised.

I have emailed co-operative using the normal email address, got an automated reply saying it could take 10 days instead of 5 to get a reply - yeh thanks for that. Tried the phone number numerous times and failed to get through to anyone so far. Tried the new mse email address, not heard anything yet and I am getting really fed up. OVO Energy issued me my final bills on 11th May! Tempted to try and cancel my switch and go back to OVO, their customer service was brilliant, and if they drop their prices I'm definitely going back.

What meter readings did OVO use on their final bills?

BoingBoing_2

I provided co-opertive with both the final readings that OVO used, and also my current meter readings. The OVO readings were ones I had submitted and not estimated readings.

PurplePow

I would switch away but there's an exit fee so I'm stuck till September now.

modsandmockers

BoingBoing wrote: »

I provided co-opertive with both the final readings that OVO used, and also my current meter readings. The OVO readings were ones I had submitted and not estimated readings.

So long as you are satisfied that the final bills from OVO were correct, and that your account with OVO is clear of any remaining credit or debit balance, then it should be fairly straightforward for you to calculate your energy costs on the Co-op tariff, starting from 12th May. Has the Co-op taken any money yet? If not, then I suggest you simply 'put away' enough money to cover your energy costs, and wait for Co-op to get their act together. You could even create your own monthly payment plan based on your own estimation of your annual consumption.

Take your own meter readings at monthly intervals, and send Co-op a monthly email setting out your own calculations of your energy costs. But don't let them have any money until you are satisfied that they know what they are doing. They're supposed to give you 10 days notice of any Direct Debit arrangement, and if you are unhappy with any DD payment, then phone your bank and recall it.

Consumerist

modsandmockers wrote: »

. . . But don't let them have any money until you are satisfied that they know what they are doing. They're supposed to give you 10 days notice of any Direct Debit arrangement, and if you are unhappy with any DD payment, then phone your bank and recall it.

Be careful about cancelling direct debits, you could end up being moved to their standard variable tariff which would only make a bad situation even worse. :eek:

modsandmockers

Consumerist wrote: »

Be careful about cancelling direct debits, you could end up being moved to their standard variable tariff which would only make a bad situation even worse

That's a very fair point, and I'd be interested to know whether a recall of one or more DD payments would be regarded as a DD cancellation.

I can totally sympathise with people who cannot find out with any certainty whether or not they are being supplied by Co-op or whether they are still with their previous supplier. But it seems to me that, so long as the customer is not owed lots of money, then the situation is potentially in the customer's favour. At this time of year, a properly managed payment plan should not show a massive credit in the energy supplier's favour. Any requests for payment from a previous supplier should be explained on the final bill. Any DD payments to Co-op should have been advised in advance. Buying electricity and gas is no more complicated than buying petrol - you just need to read the dials.

BoingBoing_2

Had an email today from Cheap Energy Club saying Co-operative have told them that my switch is complete. I've still had no reply to any of my emails to Co-operative!

BoingBoing_2

Just checked my bank account and co-operative have taken my direct debit payment out on the 10th and not the 25th as agreed and I've still not had any communication from them. Getting extremely cross at how I'm being treated, I feel a strongly worded letter of complaint is in order.

modsandmockers

BoingBoing wrote: »

Just checked my bank account and co-operative have taken my direct debit payment out on the 10th and not the 25th as agreed and I've still not had any communication from them. Getting extremely cross at how I'm being treated, I feel a strongly worded letter of complaint is in order.

A letter of complaint will probably be ignored! Phone your bank and recall the unauthorised payment. Co-op will probably not even notice, if my recent experience is anything to go by...