I've had it with co-op!

oldskoo1

They have got from bad to worse and now they have excelled themselves to go beyond bad.

I've been with them for years, initially found them good to deal with but this last year has been a nightmare. We all know about the computer system glitch.

Well, i switched to their fair and square tariff in March/April time. I was told i would receive a welcome pack in 14 days, nothing. Phoned, was told its taking 30 days. Waited, nothing, was told 6 weeks. Nothing.

When i phoned to check i was told i was on fair and square from the correct date. But as i have had nothing in writing i kept chasing.

I eventually gave up as it is a complete waste of my time and emailed so i could get it in writing. I've sent 3 emails and received nothing in return.

I also asked for my DD to be dropped when i switched, this has not been done!!

Enduring 40 min waits and endless amounts of attempts to sign in to my online account (which eventually worked) i receive my latest bill only to find they calculated it with my OLD TARIFF!! And my DD payments are still on the old agreed amount.

What is wrong with this company.

I would seriously avoid them, they are not reaching out to help me and answering my support requests. I can't remember the last time i suffered customer service this badly.

Can someone please advise me what i can do to escalate this to the regulatory body and any other people that might be interested so other people don't have to endure this awful experience.

thanks

rich13348

You need to make a formal written complaint to their complaints dept first and give them a chance to resolve it. If after 8 weeks you get nowhere then you can go to the ombudsman but I'm fairly sure that dog has had its teeth removed so not much can do except tell them off.

I find outing them on social media can have an effect. Try tweeting @coopenergy if you are on twitter.

Jennifer_Jane

I agree about social media. Having been ignored for months to all e-mail complaints, on Friday I contacted them publicly on Facebook. I now have access to a bill which shows that I owe them over £13,000 (I should be in credit). It's sickening that they have become so bad, and I'm upset that I previously recommended people to them (well before the new IT system), but nevertheless...


Try social media. It's probably your last hope!

janb5

I`m in the same boat. The Co op haven't called a bill since December 2013 and currently I have over £1000 in credit. Have a look at their Facebook page where there are loads of indignant people like us in the same boat!


Currently waiting to hear from the Ombudsman but like the previous poster said, I don't hold out much hope. Do keep a note of all the people you speak to and if you have monies owed to you, consider reclaiming some of your direct debit. I have transferred this money to a separate account and when this matter is resolved, I will have the money there already to settle it. HTH

janb5

Also make sure you adjust your own direct debits either by ringing your bank or do it yourself via online banking. When I cancelled being with them I informed them and cancelled my DD.