Customer service appalling- they obfuscate, delay & ignore

Co-operative Energy - www.cooperativeenergy.coop
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sallyp8's review of Co-operative Energy - www.cooperativeenergy.coop

“Customer service appalling- they obfuscate, delay and...”

★☆☆☆☆

written by sallyp8 on 15/07/2015

By March 2015, I was in credit by £750 due to overestimation of my useage. I asked for a refund and they agreed- after being in a queue to speak to someone for over 4 hours in all " due to being unusually busy". Same in April and June- as the refund was never actioned and I was now owed £1000.I complained, but the staff member asked me to withdraw the complaint as she had 'sorted the refund'. I refused as they had said that before, and the complaint was also about response times. She said they'd call back in 72 hours. After a month, I guessed they weren't going to call and the refund still had not arrived. I wrote my complaint this time, and a week later came home to a barely coherent message, which I think said they had read my email (I hadn't sent one) and that they needed more detail and promised me to email me further. They never did. I can't face waiting on hold again, being told to look at the website which, as others say on here, is often 'down' and has limited functionality anyway. They still have £1000 of my money. I have referred it to the Ombudsmen.
A terrible, terrible service. Don't transfer to them.

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Cooperativeenergy's Response to sallyp8's Review

Written on: 16/07/2015

Good morning,

We are sorry to read about these problems you've been having with Co-operative Energy. We sincerely apologise for the service you have received.

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

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

Co-operative Energy

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Sallyp8's reply to Cooperativeenergy's Comment

Written on: 17/07/2015

Have done so as requested (yesterday). Will wait and see whether your 'escalation' on receipt' actually works. 24 hours and counting......

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Stevep-1963's reply to Sallyp8's Comment

Written on: 27/07/2015

I would not trust them as far as I could throw them. Utterly appalling levels of so-caled customer service.

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Sallyp8's reply to Stevep-1963's Comment

Written on: 28/07/2015

I contacted the CEO direct at the same time as my final post on here and to his credit, he responded in person. He seems a very decent chap personally and highlighted my problem to staff. Co-incidentally or not, the problem was sorted by a very apologetic customer relations person and my money has now been returned. I wish it hadn't taken all that time, but credit to the CEO for acknowledging me.

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