Co-operative Energy - www.cooperativeenergy.coop Reviews

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1.4 / 5
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Latest Reviews

★☆☆☆☆

“terrible customer services”

Written on: 31/07/2015 by 259Merritt (1 review written)

Worst customer services I've ever experienced in my life, grudgingly helpful, carelessly provide misleading information, and very,very,very disrespectful and rude… Read Full Review

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★☆☆☆☆

“Beyond appalling, worst customer service ever”

Written on: 27/07/2015 by Shelby1991 (1 review written)

1 hour and 3 minutes on the phone. 55 minutes before I could speak to a manager. Persistent refusal to put me through to a "manager". They offered a callback within 72 hours. 72 hours!!!!! AVOID AT ALL COSTS… Read Full Review

Cycgolf67's Comment

Written on: 27/07/2015

I totally agree with you. Susequent to their so called upgrading of their website last June I have experienced continuous problems accessing my online account and finally had to change my email address from gmail as their system apparently was unable to cope!! The next problem was that my Direct debits were not being processed and I had to effect payment by phone.
JOy of joys Iam now able to log in to my account but unfortunately still unable to download past bills without making a specific request.

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★☆☆☆☆

“Dysfuntional energy company - BE WARNED”

Written on: 21/07/2015 by Trevor Davies (2 reviews written)

Within a year we have had 2 complaints upheld by the Energy Ombudsman and they still fail to perform basic tasks such as provide an up to date account. They ignore communications and fail to assist saying its due to a recent change in systems, they were bad before the change and fail to understand this fact. The CEO should now resign followed by other senior managers! (I have requested meeting them - refused)… Read Full Review

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★☆☆☆☆

“CO-OP Power Supply”

Written on: 21/07/2015 by Tyler2015 (1 review written)

Still waiting for my elec. To be supplied by CO-OP since Jan. 14 th Spoken to 13 people who all say sorry and that it will be sorted immediately. Meanwhile they are still charging me. Previous company say they have not been contacted over this change therefore they are still my supplier and require payment. … Read Full Review

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★☆☆☆☆

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

Written on: 15/07/2015 by sallyp8 (1 review written)

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… Read Full Review

By Cooperativeenergy

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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★☆☆☆☆

“Terrible web site, stay away!”

Written on: 14/07/2015 by qbRussoItalian409 (1 review written)

Terrible web site, doesn't show any useful or recent information - worst that I have ever seen. Completely unsuitable for purpose. No way of finding out what your current bills are. Stay away!… Read Full Review

By Cooperativeenergy

Written on: 14/07/2015

Good morning,

We are sorry to read about you recent problems 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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★☆☆☆☆

“Impossible to deal with”

Written on: 07/07/2015 by 1959Patton (1 review written)

Still waiting for a copy of bill issued 28 Feb 2015, can't access bill on website. Following bill on 4 June 2015 , still can't access on website. Telephone lines always useless, can never get an answer. Wrote a formal letter of complaint on 23 June - no reply. Tried today to check bill again on website. Guess what - website is down again. Want to leave, but worried about getting into an even greater mess if I try to change supplier at present. Avoid this company - they obviously can't… Read Full Review

By Cooperativeenergy

Written on: 07/07/2015

We apologise to all of our customers who have suffered service issues recently. We are working hard to resolve things and have recruited additional contact centre staff to speed up the time it takes us to answer your call, improvements to our phone system to increase call capacity and more focused email routing to get you to the correct team first time. If you still have an issue, you can now contact our teams at using the contact forms online under Customer Service -> Contact Us -> Direct Response. These forms will route your query directly to the right team. We remain to be very busy at this time but will resolve all queries as soon as we possibly can - Co-operative Energy

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Virtualphoton's Comment

Written on: 07/07/2015

Utter rubbish!!!!!
I too have not been able to access my account for months and yes I STILL HAVE A BLOODY ISSUE!!!!

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Rainbowwarrior's Comment

Written on: 08/07/2015

You have my sympathy. I know exactly how you feel. And it all wastes so much our our time.

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Rainbowwarrior's Comment

Written on: 08/07/2015

You want me to contact you yet again? I am totally fed up of trying to get action by phone, email, and finally by written complaint. This does not change the fact that you keep promising action, but nothing ever happens.

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Rainbowwarrior's Comment

Written on: 08/07/2015

You want me to contact you yet again? I am totally fed up of trying to get action by phone, email, and finally by written complaint. This does not change the fact that you keep promising action, but nothing ever happens.

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Virtualphoton's Comment

Written on: 13/07/2015

I got the same whingeing email as above. I sent 3 emails marked COMPLAINT before I got this. The others just informed me that my password had been reset. A complete bunch of cretins. I'd love to tell them to stuff it and go elsewhere (surely eon, npower etc. can't be this pathetic?) but I'll get charged because I was stupid enough to sign up for a year.

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★☆☆☆☆

“Avoid Like Plague”

Written on: 06/07/2015 by rekrap1955 (1 review written)

This is the worst energy company in the UK and possibly in the world. Customer services is no existent and getting through is a nightmare on the "customer care" line. I had many problems with the account and when I left in January 2015 they continued taken payments thought I had sorted but another £91 from my account today 6th July, they really haven't got a clue please heed advice and do not use them.Made formal complaint and never even got a response… Read Full Review

By Cooperativeenergy

Written on: 07/07/2015

We sincerely apologise for your experience and the service you have received. We migrated to a new billing system and a number of customers have had issues as a result of this. We are working hard to resolve all issues and have recruited extra colleagues to our Midland based call centres, we have also made it faster to get to the right person first time by updating the numbers and email address contact on our Customer Service -> Contact page. We remain to be extremely busy but are doing all we can to resolve all issues as quickly as possible - Co-operative Energy

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Stevep-1963's Response to rekrap1955's Review

Written on: 27/07/2015

Same. I left them last week and will NEVER deal with them again. Incompetent clowns.

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Derrylynne's reply to Stevep-1963's Comment

Written on: 01/08/2015

Same for me. The worse energy company I have ever dealt with. I left them as could take no more. It was stress trying to deal with them all the way. I had an email from them today. I left them a month ago. In reply to an email I sent three month ago. But it would not have answered my questions., Just asked me to give them again. Do not deal with this company is my advice. They are totally incompetent cretins.

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★☆☆☆☆

“appalling customer service”

Written on: 01/07/2015 by Hickman409 (1 review written)

I changed to coop energy in february and wish I hadnt . customer service is non existant they put you on hold to speak to someone and never does anyone come on the phone. viewing your bill is not available online, not had any statements or correspondance after trying several times.will not be using this energy company again. dreading what info we will ever recieve. unhappy customer… Read Full Review

By Cooperativeenergy

Written on: 07/07/2015

We are so sorry to read this. We've recently migrated to a new billing system and a number of customers have had issues associated with this migration. We would like to apologise to everyone affected. Please be assured that we are taking urgent steps to resolve things including recruiting more front line staff to our Midlands based contact centres, changing our phone system to increase our call capacity and launching altered email routing off our web site to ensure queries reach the appropriate specialist teams more quickly. We will resolve individual issues as soon as we possibly can do - Co-operative Energy

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★☆☆☆☆

“worst of the worst couldnt care less service”

Written on: 20/06/2015 by ANGIEnRICH (2 reviews written)

new system update by co op energy is nothing short of a farce .paid my bill in march promptly like always had letter 10 weeks later telling me I still owed it i had to send proof via email showing payment to them from my bank acc, only then did they suddenly find my payment .took me 1hr 4 mins to get through to customer services on phone, my next bill has been payed but I didn't get email to tell me it was due,still cant pay bills online,cant view full bill or print bills off,cant see meter… Read Full Review

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★☆☆☆☆

“VERY POOR SERVICE”

Written on: 11/06/2015 by Humphries134 (1 review written)

I have been a customer of Co op energy for six months now and Im still waiting for the to input my agreed readings from my previous supplier. Dont try phoning the customer service the batteries on your phone will run out whilst awaiting a reply. Oh and as for the email from their CEO apologising for the problems-do something about it!!!!!! A complete shower I will not be staying with these clowns… Read Full Review

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★☆☆☆☆

“very poor customer service”

Written on: 10/06/2015 by Essence38 (1 review written)

they say they have a new computer system which is slowing things down, so what excuse do they have for the half hour wait for telephone calls. I moved from npower who are poor but they leave the coop standing. avoid this company at all cost but who do you go to, they all seem to be incompetent with customer care… Read Full Review

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★☆☆☆☆

“Poor service overall.”

Written on: 01/06/2015 by JaseStafford113 (1 review written)

Avoid this company. The new website is not fit for purpose. I eventually had my bill after 6 months. It took a lot of chasing up and was frustrating. I want to change supplier but I dread the thought of them messing that up as well. I have read so many horror stories! I am giving them another few months and then I will move my account elsewhere. This is disappointing, because up till March, I was happy with the old online system. Heads need to roll for this fiasco. I hope that a senior… Read Full Review

Reid11's Comment

Written on: 02/06/2015

Hi, I am sorry that you have had problems with Co-operative Energy. If you contact me on ben.reid@midcounties.coop and I will resolve matters for you.
Ben Reid, CEO

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★☆☆☆☆

“Shocking IT New Website”

Written on: 28/05/2015 by Coyne140 (1 review written)

I'm sure you have read already how badly they handled the change of systems with a ridiculous system of re-registration that didn't work etc etc. However its also important to point out the new system is terrible to use and looks like its from the 90's. It doesn't even allow you to submit a reading using a mobile (like you could on the old system). We have just sold our house otherwise we would be changing supplier. We will never use them again and I advice you never do!… Read Full Review

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★☆☆☆☆

“Chaos”

Written on: 08/05/2015 by 98Lane (1 review written)

I've been waiting nearly three months for Co-op Energy to transfer my supply from EDF. They do not answer emails and it is impossible to get through on the phone. Look elsewhere if you want a good service… Read Full Review

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★☆☆☆☆

“Avoid like the plague”

Written on: 27/04/2015 by OmarChurchill397 (1 review written)

Easy to transfer in but total chaos when you try transferring out. I switched to Sainsburys Energy from Coop on 23 Feb. Sainsburys confirmed the transfer; no word from Coop. The last bill to 1 Feb showed £290 credit, more than enough to cover the last 3 weeks. On 5 Mar they took another £81! On 9 Mar I tried to phone them to query what was going on. Their customer service department was 'down for a week' and not taking calls while they upgraded their computer system. So I emailed and… Read Full Review

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★★★☆☆

“Web site issues”

Written on: 01/04/2015 by Cito (1 review written)

I recently changed my supplier to Co Op energy which reduced my overall bill and reduced further by changing over to the new tariff suggested by Co Op staff. However, I can not register my new account to check usage and leave meter readings due to web site issues and the phones are never answered… Read Full Review

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★☆☆☆☆

“No response”

Written on: 31/03/2015 by AnsleyNewman (1 review written)

Co-op have updated their on-line customer systems during March - this new system has failed to work - Co-op have failed to keep customers updated - their CEO should resign… Read Full Review

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★★☆☆☆

“Lousy customer service and complicated bills”

Written on: 23/03/2015 by Nobletw482 (1 review written)

I have been trying to contact customer services for three hours. - "All of our advisers are busy at the moment please hold" and then "we are currently experiencing a high volume of calls and all our operators are busy at the moment" After 10 minutes the phone cuts off saying "Welcome to the Albermale emergency service."??? I am unable to view previous bills and can make no sense of my current bill. Avoid… Read Full Review

Reid01's Comment

Written on: 24/03/2015

Hi, I am really sorry that your experience with Co-operative Energy has been poor over the past couple of weeks. Our rapid growth over the past year has meant that we have had to upgrade our computer system. As so often happens, despite detail planning, we discovered a gremlin when the system went live. This affected the website which has driven an significant increase in calls to our Customer Service team. We believe the bug is fixed now and we are getting on top of the calls but clearly we have failed to deliver an appropriate level of customer service over the period. If I can be of assistance email me and I will do my best to sort things out. Ben Reid CEO

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Karen220's Comment

Written on: 24/03/2015

I'm sorry but the customer service has been terrible since Jan 15! As the OP commented, CS helpline is always on 10 mins que and it gets cut off. If you are lucky, you get diverted to reserve call centre where they can't look up any of the account information so what is the point!? This happened to me EVERYTIME I called CS this year and I have tried to call a number of times each month since nothing seems to get resolved even if you make a complaint. I send an email and I don't get a reply for at least 5 working days and you only receive acknowledgement that nothing gets resolved there either. Then, came your new website which is another problem which I'm sure you know of already. The ethically minded utility was a good idea but I have never experienced so much problems getting through to CS and therefore I have no choice but move on.

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★★★☆☆

“Very poor WEB site .”

Written on: 18/03/2015 by Reynoldsph476 (1 review written)

this supplier is let down by their administration - they gave me new prices on the 19th of Nov 2014 and promised to confirm these by email which they said would be subject to a delay - some delay since I have still not had the confirmation although to be fair they are charging the revised prices. Their WEB site is not fit for the purpose of supplying meter readings on a regular basis which is what I prefer. Their latest irritation is that I had to re register and as I couldn't submit readings… Read Full Review

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