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  • FIRST POST
    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 3:55 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    Co-operative Energy reviews: Give your feedback
    • #1
    • 28th Jan 13, 3:55 PM
    Co-operative Energy reviews: Give your feedback 28th Jan 13 at 3:55 PM
    This is a feedback thread on energy supplier

    Co-operative Energy


    Please share your experience with other MoneySavers. Click reply to take part.
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Last edited by MSE Andrea; 11-09-2017 at 1:13 PM.
Page 35
    • Consumerist
    • By Consumerist 27th Oct 17, 5:19 PM
    • 4,835 Posts
    • 2,384 Thanks
    Consumerist
    . . . Still not received any of the money I had over paid to the co op energy although they say I should receive it in the next couple of weeks!! . . .
    Originally posted by boobbby
    You may need to keep chasing Co-op for your refund. Keep a record of all your requests - preferably written - you never know whether you might need to start a complaint.

    Good luck with Igloo in the future - customer service is generally ok when signing up but its billing and customer service from now on that counts. Perhaps give some feedback on Igloo in the future.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • boobbby
    • By boobbby 30th Oct 17, 8:24 PM
    • 768 Posts
    • 215 Thanks
    boobbby
    Refund"
    Co op energy advise that I will get a refund of £321 which I should receive in the next 14/21 days. They have known for ages that I was paying too much but I stayed because the fixed rate I was on could not be beaten. Anyway let’s hope my new supplier gives better customer service which I will report on in due course.
    • Consumerist
    • By Consumerist 30th Oct 17, 9:36 PM
    • 4,835 Posts
    • 2,384 Thanks
    Consumerist
    Co op energy advise that I will get a refund of £321 which I should receive in the next 14/21 days. . .
    Originally posted by boobbby
    In my experience it will be 21 days to the day. A nice little Chrissie present, nonetheless.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • boobbby
    • By boobbby 17th Nov 17, 10:28 PM
    • 768 Posts
    • 215 Thanks
    boobbby
    Left the Co op on the 4th October and was sent the final bill to that date and was promised a rebate of £321 which I received today. I then decided to double check my payments to the Co op and after I had moved to my new supplier I can see the Co op at the end of October took another payment of £83 which I suppose is typical of them and I have now had to request they refund this payment. Wonder if I will get it before Christmas !!
    • stinkymojo
    • By stinkymojo 15th Dec 17, 2:21 AM
    • 2 Posts
    • 0 Thanks
    stinkymojo
    Hi, I was hoping someone could help me. I switched my elderly Mother to the Co-operative energy
    onto a dual fuel fixed tariff, two years ago. When the term was coming to an end the Mercedes comparison tool advised considerable savings by switching to another company and we initiated the switch. The switch took place 25th September 2017 and we began receiving information from the new supplier. My mother's direct debit for the second year of the Co-op energy was to be either £207 or £215 a month over that year but totalled the £2341. Anyway, final bills have arrived saying we owe the sum of £2103.87p. Now if we owe that, we owe it, but I am astonished that we should owe nearly another whole year's monies? Why has the direct debit been so insufficient in covering the usage? And yes, I realise that it's been insufficient because the usage has apparently been greater than projected, but why on earth was this allowed to happen? Why did they not alter the direct debit amount if the sum they were taking was wholly inadequate to cover the cost of our usage? They have not responded to my enquiry of last weekend and but have rung from a call centre to ask for immediate payment via credit or debit card three times this week which I have fielded saying I'm waiting for a response to my enquiry and have now been asked to do a sent a further letter threatening to refer the matter to a debt recovery agency if it is not paid immediately. If anyone has any can advise me as to what I should be doing to investigate this matter or indeed questions I should be asking of them, I'd be most grateful. We were owed money by the previous supplier when we switched, but it would appear that the usage figures used to obtain a switch and estimate of savings, which were not the same each time are now totally out of date, without anything significantly changing to my knowledge. Have I made a mistake? Have they? Should I make payment now and continue investigating the matter, or hold out until matters are clarified. Do suppliers not vary direct debit payments to cover usage? And if not, do they not have an obligation to make the customer aware that the payments being made/taken are totally insufficient? Many thanks in advance for any help or advice you can give give me.
    • stinkymojo
    • By stinkymojo 15th Dec 17, 2:24 AM
    • 2 Posts
    • 0 Thanks
    stinkymojo
    NB. MSE, not Mercedes! Sorry.
    • victor2
    • By victor2 15th Dec 17, 9:03 AM
    • 4,755 Posts
    • 3,172 Thanks
    victor2
    ... My mother's direct debit for the second year of the Co-op energy was to be either £207 or £215 a month over that year but totalled the £2341. Anyway, final bills have arrived saying we owe the sum of £2103.87p. Now if we owe that, we owe it, but I am astonished that we should owe nearly another whole year's monies?....
    Originally posted by stinkymojo
    That does seem like a huge usage. Is it mostly on electricity or gas?
    Look back over the previous bills if you can and see where the debit balance started increasing.
    It hasn't been caused by something silly like the gas meter changing from imperial to metric, but still being billed as if it were an imperial meter is it?
    Electricity meters are simple, as they show units directly in kWh, as billed.
    I am also surprised they didn't adjust the DD amount, but unless there's been a significant change in lifestyle, I don't see how the usage could have increased so dramatically, assuming the initial figures were realistic.
    Be careful with the estimated usage for your new supplier too. If your mother now has a high usage, and that has not been used to calculate the DD amount for the new account, it could also be isufficient.
    Never use the current monthly cost to calculate a new estimate, always use annual usage in kWh for each fuel.
    • exasperated Clive
    • By exasperated Clive 7th Feb 18, 8:24 AM
    • 2 Posts
    • 0 Thanks
    exasperated Clive
    exasperated Clive
    Hello,

    I’ve never done this before (relative novice) so fingers crossed.

    I am at the end of my tether with COOPERATIVE ENERGY!

    I am unable to access my ONLINE account online!

    It seems that I am also unable to receive many of their emails (though have received some). I have contacted them on numerous occasions over many months, have gone through an account reset, tried using their recommended Mozilla Firefox as a browser etc. all to no avail.

    The blame is put down to me using a ‘tablet’ (IPad) as well as having a BTINTERNET EMAIL ADDRESS. (BT take no responsibility for me not receiving the emails). Apparently, their website is only fully compatible with personal & laptop computer's, using Google Chrome or Mozilla Firefox. It currently only works on some tablets, so as a rule they always advise customers to use a PC or laptop to access their account.

    Co op didn’t inform me of any possible problems before I joined them because not every customer will encounter these difficulties. They certainly knew all about it! Had I have known I would have gone elsewhere.

    I have made an official complaint, requested a ‘goodwill payment’ to compensate me for my continuing inconvenience, stress etc etc over the months. (Could then buy a compatible computer!).

    I have now requested that senior management get involved - quite simply, I don’t know what else to do, I have had more than I can cope with! Because they advised me to use a PC/laptop and Firefox they refuse to compensate me! They seem to think that they have filled their obligation (paper bills for the time being). It’s almost farcical! I signed up in ‘good faith’ and, through no-fault of my own, am unable to access my account. It seems to me that Co-operative Energy’s online system is NOT FIT FOR PURPOSE!

    Please, does anyone know how I can get this resolved? I just want to view my energy details online. As I said, I am at the end of my tether!

    Thank you, in advance.

    exasperated Clive
    • Consumerist
    • By Consumerist 7th Feb 18, 10:54 AM
    • 4,835 Posts
    • 2,384 Thanks
    Consumerist
    . . . Please, does anyone know how I can get this resolved? I just want to view my energy details online. As I said, I am at the end of my tether! . . .
    Originally posted by exasperated Clive
    The simple truth seems to be that you can't. They introduced a new online system a few years ago and it has been pants ever since.

    In practice, as long as you receive your statements, you can keep track of your usage, which is the most important part, until you are able to switch.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • lizzietwo
    • By lizzietwo 8th Feb 18, 12:06 PM
    • 17 Posts
    • 6 Thanks
    lizzietwo
    The only way I was able to get my dispute resolved was to email one of the executive Officers.

    If I give a name in this email it will be moderated, so just google cooperative energy ceo, when you find his name then there are also email addresses shown on line for him.

    Good Luck
    • exasperated Clive
    • By exasperated Clive 8th Feb 18, 1:23 PM
    • 2 Posts
    • 0 Thanks
    exasperated Clive
    Many thanks to both of you for your responses!

    Up the ladder we go........
    • Hengus
    • By Hengus 8th Feb 18, 7:26 PM
    • 5,748 Posts
    • 3,526 Thanks
    Hengus
    Many thanks to both of you for your responses!

    Up the ladder we go........
    Originally posted by exasperated Clive
    There is absolutely no way that the supplier is going to give you lots of £s in compensation. The best you can hope for is, in my opinion, the option to switch to another supplier without penalty.

    As you have correctly followed the complaints’ procedure, you must give the Coop the opportunity to respond formally to your complaint. If you are unhappy with their proposed resolution then you have to wait 8 weeks before you can escalate the matter to The Energy Ombudsman. The Energy Ombudsman’s decision is binding on the supplier.
    • Consumerist
    • By Consumerist 8th Feb 18, 7:49 PM
    • 4,835 Posts
    • 2,384 Thanks
    Consumerist
    . . . As you have correctly followed the complaints procedure, you must give the Coop the opportunity to respond formally to your complaint. If you are unhappy with their proposed resolution then you have to wait 8 weeks before you can escalate the matter to The Energy Ombudsman. . .
    Originally posted by Hengus
    . . . unless they give you their "final response" before the eight weeks, in which case you can then refer it to the Ombudsman without further delay.
    Last edited by Consumerist; 08-02-2018 at 7:57 PM.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • Hengus
    • By Hengus 8th Feb 18, 7:58 PM
    • 5,748 Posts
    • 3,526 Thanks
    Hengus
    Hello,

    I’ve never done this before (relative novice) so fingers crossed.

    I am at the end of my tether with COOPERATIVE ENERGY!

    I am unable to access my ONLINE account online!

    It seems that I am also unable to receive many of their emails (though have received some). I have contacted them on numerous occasions over many months, have gone through an account reset, tried using their recommended Mozilla Firefox as a browser etc. all to no avail.

    The blame is put down to me using a ‘tablet’ (IPad) as well as having a BTINTERNET EMAIL ADDRESS. (BT take no responsibility for me not receiving the emails). Apparently, their website is only fully compatible with personal & laptop computer's, using Google Chrome or Mozilla Firefox. It currently only works on some tablets, so as a rule they always advise customers to use a PC or laptop to access their account.

    Co op didn’t inform me of any possible problems before I joined them because not every customer will encounter these difficulties. They certainly knew all about it! Had I have known I would have gone elsewhere.

    I have made an official complaint, requested a ‘goodwill payment’ to compensate me for my continuing inconvenience, stress etc etc over the months. (Could then buy a compatible computer!).

    I have now requested that senior management get involved - quite simply, I don’t know what else to do, I have had more than I can cope with! Because they advised me to use a PC/laptop and Firefox they refuse to compensate me! They seem to think that they have filled their obligation (paper bills for the time being). It’s almost farcical! I signed up in ‘good faith’ and, through no-fault of my own, am unable to access my account. It seems to me that Co-operative Energy’s online system is NOT FIT FOR PURPOSE!

    Please, does anyone know how I can get this resolved? I just want to view my energy details online. As I said, I am at the end of my tether!

    Thank you, in advance.

    exasperated Clive
    Originally posted by exasperated Clive
    . . . unless they give you their "final response" before the eight weeks, in which case you can then refer it to the Ombudsman with further delay.
    Originally posted by Consumerist
    Thanks. The right to refer the matter immediately to The EO is usually clearly stated in the supplier’s response. I was trying to keep it simple!
    • NickHo
    • By NickHo 5th Mar 18, 9:16 AM
    • 6 Posts
    • 0 Thanks
    NickHo
    Coop Energy feedback
    Moved from Coop after a number of years as they were the only mutual and non-big six for quite a while. Got the divi ploughed back to defray the bill. Went through their horrendous switch of online account. It was and is dreadful to use. Also stopped being competitive so serched and found Avro through the Cheap Energy Club search. The switch to Avro went really well on their bit and their online account is so smooth. However the Coop continued to take my DD the following month after they lost supply. I hadn't cancelled the DD as they owed me money and needed the details to refund. I chased up the refund and the overpayment and they said they would do it. I got the refund but they took a further monthy payment on top. I wrote a tart email threatening the ombudsman and a senior guy phoned me within the hour to sort it. I like the Coop in principle but there is only so much incompetence I can forgive.
    • Consumerist
    • By Consumerist 5th Mar 18, 12:04 PM
    • 4,835 Posts
    • 2,384 Thanks
    Consumerist
    . . . However the Coop continued to take my DD the following month after they lost supply. I hadn't cancelled the DD as they owed me money and needed the details to refund. . .
    Originally posted by NickHo
    For future reference, this is a ruse used by most energy suppliers. They do not need the DD to be active to make a refund.

    I cancelled my DD as soon as my new supplier confirmed the switch of both fuels. Co-op refunded my overpayment to my bank account without the DD being active.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • Anthorn
    • By Anthorn 5th Mar 18, 5:52 PM
    • 3,591 Posts
    • 925 Thanks
    Anthorn
    For future reference, this is a ruse used by most energy suppliers. They do not need the DD to be active to make a refund.

    I cancelled my DD as soon as my new supplier confirmed the switch of both fuels. Co-op refunded my overpayment to my bank account without the DD being active.
    Originally posted by Consumerist
    In that case Co-op Energy must have the bank details used for the direct debit on their systems which is a security risk which also means that the direct debit has in fact not been cancelled.

    The reason why not just energy suppliers make refunds to the same bank account details as the direct debit is to facilitate payment. If the direct debit is cancelled then some other method of payment has to be arranged which takes extra time.
    • Consumerist
    • By Consumerist 5th Mar 18, 6:27 PM
    • 4,835 Posts
    • 2,384 Thanks
    Consumerist
    In that case Co-op Energy must have the bank details used for the direct debit on their systems which is a security risk which also means that the direct debit has in fact not been cancelled.
    Originally posted by Anthorn
    I can only rely on the evidence of my own experience.

    The direct debit was indeed cancelled by me at my bank. No further DDs were collected during the switching period or after. My account was in credit so further collections would have been unnecessary. The experience of others suggests, however, that further collections would have been made if I had not cancelled the DD myself.

    If the energy suppliers really do need the DD to remain active, why don't they reduce the DD to zero if customers are likely to be in credit?
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • Anthorn
    • By Anthorn 10th Mar 18, 11:23 PM
    • 3,591 Posts
    • 925 Thanks
    Anthorn
    I can only rely on the evidence of my own experience.

    The direct debit was indeed cancelled by me at my bank. No further DDs were collected during the switching period or after. My account was in credit so further collections would have been unnecessary. The experience of others suggests, however, that further collections would have been made if I had not cancelled the DD myself.

    If the energy suppliers really do need the DD to remain active, why don't they reduce the DD to zero if customers are likely to be in credit?
    Originally posted by Consumerist
    My comment flew over your head. i.e. If the DD is in the Co-op Energy system then it hasn't been cancelled by Co-op Energy. That probably means you have not asked Co-op Energy to cancel it although they should have been informed by your bank that you have cancelled the DD.
    • Consumerist
    • By Consumerist 11th Mar 18, 3:13 AM
    • 4,835 Posts
    • 2,384 Thanks
    Consumerist
    My comment flew over your head. i.e. If the DD is in the Co-op Energy system then it hasn't been cancelled by Co-op Energy. That probably means you have not asked Co-op Energy to cancel it although they should have been informed by your bank that you have cancelled the DD.
    Originally posted by Anthorn
    I had asked them to cancel the DD but they refused on the grounds it would be needed to refund the credit balance at the switch date.

    I notified them that I had cancelled the DD at my bank. The credit balance was refunded to my bank account after they had produced their final bill.

    The DD had been cancelled and they had been advised. It is interesting that I did not receive any threats because I had cancelled the DD as it seems, from earlier posts, has been the case for others.

    You are splitting hairs to suggest the DD had not been cancelled on Co-op's system because my bank would have rejected any request for payment, anyway. That is what the Direct Debit Guarantee is supposed to guarantee, is it not?
    Warning: In the kingdom of the blind, the one-eyed man is king.
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