MSE News: Co-op faces customer backlash following bungled system upgrade

As a new customer the registration is a farce. The ask for a user name and then an email address but both are the same. They also ask for the registration number which they have had not sent. Luckily after I phoned customer services I was able to be told my my registration number although I did have to change my password. I have just tried and can log into my account but still cant understand why the site had gone live without proper testing. I also had a meter reader around yesterday probably to confirm my readings !

There past record for customer relations was good so when they get the site sorted maybe it will return to normal. Also I like the thought that even tho' it will cost to move elsewhere it is free to find a better deal on their own site.

Password reset link doesn't even work!

Managed to get through to Coop Energy today. Have been told that my account for gas/elec was opened on the 11th March. Received no welcome pack. Asked how they managed to open account without meter readings. Told Coop have estimated them and I will have to dispute meter readings by email. Gave them meter readings for 16th March and 1st April on phone this am. Told would have to give further readings by email on 8th April. Will then need to wait 28 days before account rehashed with opening readings. Told them I wanted to leave as per MSE news item - was told will still have to give meter readings so they can prepare closing account!! They also said information about leaving was incorrect as still only 14 day cooling off period. Said I would stay and pray they sort themselves out. Asked them how I will know whether sorted out as still unable to access any account in my name. They said this should be sorted out by Friday 3rd April - if not I guess it will be another 30 minute phone call. I though switching was supposed to be a doddle. In meantime I have not received closing account from Ovo and have been debited early leaving charge for gas/elec. No doubt will also have two direct debits taken for each supplier in April. A total nightmare.

lizzietwo wrote: »

Managed to get through to Coop Energy today. Have been told that my account for gas/elec was opened on the 11th March. Received no welcome pack. Asked how they managed to open account without meter readings. Told Coop have estimated them and I will have to dispute meter readings by email. Gave them meter readings for 16th March and 1st April on phone this am. Told would have to give further readings by email on 8th April. Will then need to wait 28 days before account rehashed with opening readings. Told them I wanted to leave as per MSE news item - was told will still have to give meter readings so they can prepare closing account!! They also said information about leaving was incorrect as still only 14 day cooling off period. Said I would stay and pray they sort themselves out. Asked them how I will know whether sorted out as still unable to access any account in my name. They said this should be sorted out by Friday 3rd April - if not I guess it will be another 30 minute phone call. I though switching was supposed to be a doddle. In meantime I have not received closing account from Ovo and have been debited early leaving charge for gas/elec. No doubt will also have two direct debits taken for each supplier in April. A total nightmare.

I have also transfered from OVO to the Co-op and all seems to have gone reasonable well although it would have been nice if both meter reading gas/electric had gone through at the same time. Still OVO have now closed both energy accounts. I had transfered to the fair and square March 2016 but have since upgraded to the May fair and square 2016 which is slightly better rates and at least it is free to do an internal upgrade unlike OVO who would charge. (Yes!! I know they have since gone free for new contracts)