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  • FIRST POST
    • Former MSE Helen
    • By Former MSE Helen 25th Mar 15, 2:18 PM
    • 2,324Posts
    • 971Thanks
    Former MSE Helen
    MSE News: Co-op faces customer backlash following bungled system upgrade
    • #1
    • 25th Mar 15, 2:18 PM
    MSE News: Co-op faces customer backlash following bungled system upgrade 25th Mar 15 at 2:18 PM
    An upgrade to Co-op Energy's computer system has left some unable to login to their account ...

    Read the full story:

    Co-op faces customer backlash following bungled system upgrade




    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, read our New to Forum? Intro Guide.

Page 13
    • peter.collins443
    • By peter.collins443 14th Aug 15, 7:15 PM
    • 32 Posts
    • 10 Thanks
    peter.collins443
    Just a quick update

    I have contacted ofgem re my complaints about Co op energy 0n the 6th August... Ofgem has been in contact 12/08/2015 asking for any emails letters etc I have forwarded them on.
    On the the 1st 0f August I rang co op with my meter readings after they took them I informed the customer colleague of my letter to the CEO they put through to their "triage dept" I again informed them I had a complaint which had not been resolved they passed me to the customer service dept (lol Lol ha ha) I was left on hold a further 40 minutes and was disconnected not even getting through to the customer service centre. I have now racked up some 700 minutes trying to contact someone at co op ....
    Let us hope that ofgem does its job or the next port of call will be the local co op nominated MP

    Peter Collins

    will keep you updated
    Last edited by peter.collins443; 14-08-2015 at 7:19 PM. Reason: forget to mention update
  • CooperativeEnergy
    Just a quick update

    I have contacted ofgem re my complaints about Co op energy 0n the 6th August... Ofgem has been in contact 12/08/2015 asking for any emails letters etc I have forwarded them on.
    On the the 1st 0f August I rang co op with my meter readings after they took them I informed the customer colleague of my letter to the CEO they put through to their "triage dept" I again informed them I had a complaint which had not been resolved they passed me to the customer service dept (lol Lol ha ha) I was left on hold a further 40 minutes and was disconnected not even getting through to the customer service centre. I have now racked up some 700 minutes trying to contact someone at co op ....
    Let us hope that ofgem does its job or the next port of call will be the local co op nominated MP

    Peter Collins

    will keep you updated
    Originally posted by peter.collins443

    Hi Peter


    I am truly sorry to hear you have had this experience with us.


    To ensure I can be of assistance please forward your account details to onlineenquiries@cooperativeenergy.coop and I will escalate upon receipt.


    Many thanks,


    The Co-operative Energy
    Official Company Representative
    I am the official company representative of Cooperative Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • CooperativeEnergy
    Thanks for the info' FOREVER21 - I also replied to one of their messages on the 7th August - I wasn't expecting any real action and it looks like I won't be disappointed.

    Have still not had the promised response to my last phone call either.
    Originally posted by lizzietwo

    Sorry to here this Lizzie, can you confirm the date your email was sent so I can look into this?


    Many thanks,


    The Co-operative Energy
    Official Company Representative
    I am the official company representative of Cooperative Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • lizzietwo
    • By lizzietwo 18th Aug 15, 3:52 PM
    • 19 Posts
    • 8 Thanks
    lizzietwo
    The email was sent on the 7th August.

    Since then I have entered new electricity reading on 17th August and emailed to say that your website would not accept gas reading as it was obviously much lower than your previous estimate.
    Have received email this morning from Customer Services confirming that they have now input correct gas reading.

    This has still not corrected account, as it has still not generated any charge for gas units used.
  • CooperativeEnergy
    The email was sent on the 7th August.

    Since then I have entered new electricity reading on 17th August and emailed to say that your website would not accept gas reading as it was obviously much lower than your previous estimate.
    Have received email this morning from Customer Services confirming that they have now input correct gas reading.

    This has still not corrected account, as it has still not generated any charge for gas units used.
    Originally posted by lizzietwo

    Sorry to hear this Lizzie. Would you mind resending the email to onlineenquiries@cooperativeenergy.coop and I will confirm receipt.


    Many thanks,


    The Co-operative Energy
    Official Company Representative
    I am the official company representative of Cooperative Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • peter.collins443
    • By peter.collins443 19th Aug 15, 6:49 PM
    • 32 Posts
    • 10 Thanks
    peter.collins443
    Hi Peter

    I am truly sorry to hear you have had this experience with us.

    To ensure I can be of assistance please forward your account details to onlineenquiries@cooperativeenergy.coop and I will escalate upon receipt.


    Many thanks,


    The Co-operative Energy
    Sorry this is now in the hands of OFGEM to be resolved. ... paper work and signed consent given

    My issues started with the co op energy group in April of this year and still things have not been resolved.

    I have even sent a letter of complaint the old fashioned by registered mail to the Chief exec of the co op and still have been ignored..

    I have sent emails which have never been acknowledged ....

    I have spent at least 700 minutes on the phone trying to get through to customer care and every time (different times of the day) i get to the front of the queue I was disconnected... without speaking to anyone

    its time for the ombudsman to do his job .......

    and time for the chief exec to apologise every month on the co op web site.. for the poor service given is put right........

    Peter Collins443
    • simoncorkswill
    • By simoncorkswill 20th Aug 15, 8:14 PM
    • 6 Posts
    • 2 Thanks
    simoncorkswill
    Sorry to hear this Lizzie. Would you mind resending the email to onlineenquiries@cooperativeenergy.coop and I will confirm receipt.


    Many thanks,


    The Co-operative Energy
    Originally posted by CooperativeEnergy
    I am about to advise my daughter to cancel her direct debit with you , she has contacted on numerous occasions giving readings and you continuosly fail to produce a bill for her . Doing a brief sum I calculate she is in substantial credit , you are guilty of over estimating initial monthly charges , convenient I would say and then failing to produce the necessary documentation that would confirm this .

    She has spent hours on the telephone , like many others , your telephone operatives seem to be completely useless backed up by equally useless middle and senior management .

    Given that the ombudsman requires a deadlock letter and that would doubtless take many weeks to obtain , ceasing payment and pursuing you if you cast aspertions on her credit record seems to be a solution.
    • joolsmy
    • By joolsmy 22nd Aug 15, 10:47 AM
    • 6 Posts
    • 1 Thanks
    joolsmy
    Glad I viewed this thread - I've been having a nightmare with leaving the Co-op after moving house. Here's the message I've just sent the Co-op, you'll appreciate how long I've spent on the phone!:

    "Here is a timetable of events:

    20/07/2015 - moved home.

    21/07/2015 - submitted meter readings by telephone.

    25/07/2015 - Telephoned R** who had no record of my meter readings. Gave readings again. I was told I would receive a bill within 2 weeks and that I was in-credit by a substantial amount.

    08/08/2015 - Telephoned S****** who told me there had been an error generating my bill but could not explain why nothing had been done to rectify it. She told me that she would generate my bill and I would hear from the Co-op with two weeks.

    22/08/2015 - Telephoned J**** who gave me an explanation similar to Shanika's and, after some discussion, said he would generate the bill while I waited. After several minutes he told me he was unable to generate the bill because of technical issues. He told me he would forward my case to the billing team and noted that I was in-credit by a substantial amount. I asked him why I should expect that any further progress would be made on this occasion given that none had been made up until now. I requested that he register a formal complaint on my behalf. J**** said he would do this, checked my contact details and said that I should expect a telephone call within 72 hours.

    I am sure you will agree the above constitutes an appallingly bad level of customer service. However, I have on all occasions been dealt with politely by the telephone staff who are obviously being badly let down by the rest of the organisation.

    I believe the Co-op owes me about £2000 - please arrange for payment to be made within the next 72 hours."

    Probably a complete waste of time but it made me feel better. I can see from the preceding posts that I've only just begun!
    • markpack
    • By markpack 23rd Aug 15, 9:51 AM
    • 6 Posts
    • 0 Thanks
    markpack
    In case you don't know - if your case isn't resolved in 8 weeks, you can go to the Energy Services Ombudsman. That includes if, say, Coop Energy simply doesn't reply to you - or if they do but don't follow through, get things wrong etc.

    So at least the clock has started ticking down towards when you can go to the Ombudsman!
    • joolsmy
    • By joolsmy 23rd Aug 15, 8:02 PM
    • 6 Posts
    • 1 Thanks
    joolsmy
    In case you don't know - if your case isn't resolved in 8 weeks, you can go to the Energy Services Ombudsman. That includes if, say, Coop Energy simply doesn't reply to you - or if they do but don't follow through, get things wrong etc.

    So at least the clock has started ticking down towards when you can go to the Ombudsman!
    Originally posted by markpack
    Interesting point. They never have replied to me, I've been chasing them.
  • CooperativeEnergy
    Glad I viewed this thread - I've been having a nightmare with leaving the Co-op after moving house. Here's the message I've just sent the Co-op, you'll appreciate how long I've spent on the phone!:

    "Here is a timetable of events:

    20/07/2015 - moved home.

    21/07/2015 - submitted meter readings by telephone.

    25/07/2015 - Telephoned R** who had no record of my meter readings. Gave readings again. I was told I would receive a bill within 2 weeks and that I was in-credit by a substantial amount.

    08/08/2015 - Telephoned S****** who told me there had been an error generating my bill but could not explain why nothing had been done to rectify it. She told me that she would generate my bill and I would hear from the Co-op with two weeks.

    22/08/2015 - Telephoned J**** who gave me an explanation similar to Shanika's and, after some discussion, said he would generate the bill while I waited. After several minutes he told me he was unable to generate the bill because of technical issues. He told me he would forward my case to the billing team and noted that I was in-credit by a substantial amount. I asked him why I should expect that any further progress would be made on this occasion given that none had been made up until now. I requested that he register a formal complaint on my behalf. J**** said he would do this, checked my contact details and said that I should expect a telephone call within 72 hours.

    I am sure you will agree the above constitutes an appallingly bad level of customer service. However, I have on all occasions been dealt with politely by the telephone staff who are obviously being badly let down by the rest of the organisation.

    I believe the Co-op owes me about £2000 - please arrange for payment to be made within the next 72 hours."

    Probably a complete waste of time but it made me feel better. I can see from the preceding posts that I've only just begun!
    Originally posted by joolsmy

    Hi there,


    I am truly sorry to hear you have had this experience with us.



    Please forward the details of your complaint to onlineenquiries@cooperativeenergy.coop, along with your account number and your phone number or email address, and I will escalate this upon receipt.


    I look forward to hearing from you and helping to resolve your issue.


    Many thanks,


    The Co-operative Energy
    Official Company Representative
    I am the official company representative of Cooperative Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • Apli81
    • By Apli81 26th Aug 15, 12:54 PM
    • 6 Posts
    • 2 Thanks
    Apli81
    Coop Energy - Using estimated readings and not responding
    I complained to the Coop becuase they've been using estimated readings, instead of the ones I've been proving every month. I emailed them about this 4 weeks ago and haven't had a response.

    Fellow customers will know the pain of trying to call their customer service line, but has anyone experienced related issues?
    • ukwmo
    • By ukwmo 26th Aug 15, 10:09 PM
    • 60 Posts
    • 103 Thanks
    ukwmo
    Hello. I thought I'd join up and express my dissatisfaction with Coop Energy too.

    Our problems are the same as everyone else's. We haven't had a bill for months, we cannot log in, we cannot provide meter readings, they don't reply to emails and Christmas is coming faster than anyone at Customer Services answers their phone.

    We're now in the ludicrous position of owing them £140.

    But they can't send us a bill to tell us we owe them £140 until after we've paid the £140.

    And they think that is acceptable. No chance.
    • Apli81
    • By Apli81 27th Aug 15, 9:59 PM
    • 6 Posts
    • 2 Thanks
    Apli81
    I did speak to them about the estimated readings. They've said they did accept mine because I didn't submit them in time. However, when I've asked for a timetable to submit the readings they say the dates change every 2-3 month. That seems unfair and set up to ensure that they're charging on estimated readings.
    • bellandbottle
    • By bellandbottle 28th Aug 15, 8:47 AM
    • 48 Posts
    • 7 Thanks
    bellandbottle
    I did speak to them about the estimated readings. They've said they did accept mine because I didn't submit them in time. However, when I've asked for a timetable to submit the readings they say the dates change every 2-3 month. That seems unfair and set up to ensure that they're charging on estimated readings.
    Originally posted by Apli81
    It seems to me that you have been with the Co-op for some time, and I am a bit confused about your meter readings. Do you log into the "automated" site to submit them?

    I ask because I have yet to receive any kind of bill (since May 15) and I am submitting my readings on the same day of the month, thinking that at least that part is working.
    • modsandmockers
    • By modsandmockers 28th Aug 15, 9:49 AM
    • 752 Posts
    • 224 Thanks
    modsandmockers
    Until recently, I was able to log in and enter meter readings, and I was doing so regularly, but suddenly I am no longer able to enter meter readings! I submitted them by email and, surprise surprise, I received an acknowledgement within hours (!!!) confirming that the readings had been updated on to the account. But no bill has been produced since April, and no payments have been taken either. All you can do is keep your own history of meter readings and work out your own bills using the correct tariff prices. If you are paying too much, then I would be tempted to recall a DD payment or two in order to make sure that the account is not in credit. If they accuse you of breaking the terms of the agreement, then ask them to explain why they are insisting on using estimated meter readings.

    Just make sure that, when the day of reckoning eventually arrives, you will have the necessary funds to hand.
    mad mocs - the pavement worrier
    • boobbby
    • By boobbby 28th Aug 15, 11:20 AM
    • 769 Posts
    • 215 Thanks
    boobbby
    It seems to me that you have been with the Co-op for some time, and I am a bit confused about your meter readings. Do you log into the "automated" site to submit them?

    I ask because I have yet to receive any kind of bill (since May 15) and I am submitting my readings on the same day of the month, thinking that at least that part is working.
    Originally posted by bellandbottle
    Exactly the same here as my last bill was in May and I also have all my monthly reading for the reckoning day !!
    • modsandmockers
    • By modsandmockers 28th Aug 15, 11:45 AM
    • 752 Posts
    • 224 Thanks
    modsandmockers
    I also have all my monthly reading for the reckoning day !!
    Originally posted by boobbby
    The meter readings on their own will not be enough - you will also need to know the precise costs, and an accurate figure for how much you have already paid. If and when Co-op Energy eventually get their act together, many many customers will be in a very exposed position (financially, I mean…!), and will struggle to be able to understand or challenge any of Co-op Energy’s calculations. And, so far, there is not really any indication that the so-called regulatory authorities will show any interest at all.
    mad mocs - the pavement worrier
    • boobbby
    • By boobbby 28th Aug 15, 12:34 PM
    • 769 Posts
    • 215 Thanks
    boobbby
    The meter readings on their own will not be enough - you will also need to know the precise costs, and an accurate figure for how much you have already paid. If and when Co-op Energy eventually get their act together, many many customers will be in a very exposed position (financially, I mean…!), and will struggle to be able to understand or challenge any of Co-op Energy’s calculations. And, so far, there is not really any indication that the so-called regulatory authorities will show any interest at all.
    Originally posted by modsandmockers
    I have an exact figure of all my energy costs both the unit charge and daily rate which will not change as I am a fixed contract until May 2016. If they have not sorted their systems out by then I will be moving probably back to OVO. My brother was with Npower and his billing system was even more horrendous than the Co op.
    • modsandmockers
    • By modsandmockers 28th Aug 15, 12:56 PM
    • 752 Posts
    • 224 Thanks
    modsandmockers
    I have an exact figure of all my energy costs both the unit charge and daily rate
    Originally posted by boobbby
    You are indeed a wise person, and Co-op Energy would be afraid - very afraid - if they had reason to believe that you were in anything other than a small minority! The Co-op fix which I look after (it’s my daughter’s account) finishes in August 2016 (I managed to switch last month through their main marketing site, even though it was not possible through the defunct customer accounts portal). I am communicating regularly by email, and I am increasingly hopeful that my daughter will eventually benefit from the 12-month back-billing limit. Personally, I would probably not initiate a switch away from the Co-op for fear of creating more complications than I already had.
    mad mocs - the pavement worrier
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