Annual Statements (Co-op Energy) giving wrong info

Zissi

I hope this is appropriate and in the right place.
I just wanted to share an experience from earlier today. Our gas & electric are supplied by Co-op Energy. Following an increase in our direct debit I phoned them to query it. I had based my calculations on the 'Annual Statement' figures from February 2019, which indicated that the revised direct debit was too high. To cut a long (very) story short, I was eventually told that figures contained within the statement were inaccurate due to a known, long standing and ongoing software issue! I suggested that it is inappropriate to furnish customers with wrong info and surely should not happen? It was explained to me that the energy companies were obliged to send these statements out, even if wrong! This is clearly absurd so I thought I might seek redress through Ofgem, but no, no deadlock letter so no way forward there. Co-op are currently reviewing our account, based on actual meter readings over the last 12 months so we await their findings.
Furthermore, yesterday they fitted smart meters. Currently the 'in-house' display is showing incorrect readings for both consumption and tariff details, they are investigating this also...

texter

Zissi wrote: »

I hope this is appropriate and in the right place.
I just wanted to share an experience from earlier today. Our gas & electric are supplied by Co-op Energy. Following an increase in our direct debit I phoned them to query it. I had based my calculations on the 'Annual Statement' figures from February 2019, which indicated that the revised direct debit was too high. To cut a long (very) story short, I was eventually told that figures contained within the statement were inaccurate due to a known, long standing and ongoing software issue! I suggested that it is inappropriate to furnish customers with wrong info and surely should not happen? It was explained to me that the energy companies were obliged to send these statements out, even if wrong! This is clearly absurd so I thought I might seek redress through Ofgem, but no, no deadlock letter so no way forward there. Co-op are currently reviewing our account, based on actual meter readings over the last 12 months so we await their findings.
Furthermore, yesterday they fitted smart meters. Currently the 'in-house' display is showing incorrect readings for both consumption and tariff details, they are investigating this also...

You only complained about this issue this morning?
Now you are complaining that they will not furnish you with a deadlock letter?

Suppliers are permitted up to 8 weeks to investigate and resolve any complaint.
Suppliers only issue deadlock letters once they have fully investigated any complaint raised and provided their proposed final resolution to that complaint (and are aware that the complainant fails to accept that resolution)

I feel sure you will be able to find the full details of the supplier's complaint procedure on their website

Zissi

@texter, why do you assume I'm complaining about no deadlock letter? I merely state that I cannot address the issue of misinformation being distributed to customers, with the regulator, because I have no deadlock letter. It's not a complaint, just a statement. If you took time to read and understand my post perhaps you would note that the supplier is already dealing with my complaint but they are unable to address the fact that they are obliged (by the regulator?) to send out misinformation in the manner that I have described.