Co-op Energy fumble, bill avoidance problem

nigesbyl

Hi Guys,

I moved into a property Dec 3rd 2014. The current provider was co-op and thanks to the forum I decided on the co-op fair and square tarriff, which was the cheapest at the time (fixed to march '16)

I called to setup my account and on the third attempt I finally got through to customer services and left my details, signed up and awaited a bill, two months later (feb) a bill hadn't arrived, so I called up and again after leaving two messages with customer services staff, -who would speak to you but couldn't action anything, only take messages. I even left my bank details explaining I wanted to setup a DD and didn't want the bill to get too high, I have one email reply for my phonecalls at this time.

In may I still hadn't received a bill, I'd called and gave up after several 10 minute waits, at this point fear of the bill crept in and I guess I avoided contact.

Finally in October I contacted co-op again and on second call discovered, they had changed systems and my initial details hadn't been transferred, I explained what tarrif I'd asked for and the woman had asked for me to prove that I'd asked for the far and square tarrif, I feel so disgruntled that if I'm honest I'd rather setup a DD with an entirely different provider and pay the backlog. I haven't signed a contract with co-op and wanted to know what my legal standing is? can I just give some readings start and current to another provider or will I be charged / pursued? perhaps I can negotiate a tarif with co-op or will they just stick me on premium rate as I can't prove anything on conversations, apparently there are no notes on my account - can I request these?-

Thanks in advance for any input.

Nigel

naedanger

nigesbyl wrote: »

Hi Guys,

I moved into a property Dec 3rd 2014. The current provider was co-op and thanks to the forum I decided on the co-op fair and square tarriff, which was the cheapest at the time (fixed to march '16)

I called to setup my account and on the third attempt I finally got through to customer services and left my details, signed up and awaited a bill, two months later (feb) a bill hadn't arrived, so I called up and again after leaving two messages with customer services staff, -who would speak to you but couldn't action anything, only take messages. I even left my bank details explaining I wanted to setup a DD and didn't want the bill to get too high, I have one email reply for my phonecalls at this time.

In may I still hadn't received a bill, I'd called and gave up after several 10 minute waits, at this point fear of the bill crept in and I guess I avoided contact.

Finally in October I contacted co-op again and on second call discovered, they had changed systems and my initial details hadn't been transferred, I explained what tarrif I'd asked for and the woman had asked for me to prove that I'd asked for the far and square tarrif, I feel so disgruntled that if I'm honest I'd rather setup a DD with an entirely different provider and pay the backlog. I haven't signed a contract with co-op and wanted to know what my legal standing is? can I just give some readings start and current to another provider or will I be charged / pursued? perhaps I can negotiate a tarif with co-op or will they just stick me on premium rate as I can't prove anything on conversations, apparently there are no notes on my account - can I request these?-

Thanks in advance for any input.

Nigel

I can understand your frustration but your suggestion of back dating your supply to another provider will not work. Other suppliers will not agree to your suggestion. Also the reality is you have been supplied by the co-op over this period.

However you have every right to demand that they honour the verbal agreement to put you on the tariff you originally selected. I too would not be best pleased that a supplier that seems to be in a chaotic mess would question my word.

I suggest you put your complaint in writing. Demand they put you on the tariff you originally chose and tell them your history, and complain that they have not kept proper records. Tell them you will complain to the Ombudsman if they do not resolve this matter to your satisfaction within 8 weeks. Insist that they respond in writing so that you have evidence of their response.

If they dispute your version of events, explain to them that you know their records must be incomplete. Also ask them whether they have lost other people's records when they changed system. Also ask them for details of their attempts to contact you as the occupier over this period. Finally ask them to provide evidence to support their view of the tariff they think you are on.

Next can you think of any evidence to support your case? If you have itemised phone bills that show you called them then that will help your case.

The key point is put things in writing. Companies tend to be more considered when dealing with matters in writing.

If co-op continue to dispute your version post their response back here.

Ultimately if they do insist on charging you at a higher tariff you can take your complaint to the Ombudsman. They will they decide who to believe on the evidence that exists and your statement of what happened is part of that evidence.