Over the past two years, Co-operative Energy's customer satisfaction rating in our survey has been low. In 2016, it paid out compensation to customers who had been let down by its poor complaint resolution, call handling and billing, following an IT failure in 2015.
A look at the large numbers of disgruntled customers over on Money Saving Expert (for example here) is a good warning sign. And it’s not a case of an online forum just attracting the most unhappy and negative people because systematic surveying of customers has shown Co-operative Energy plummeting from one of the best to worst energy companies as this story from June illustrates:
Co-operative energy has become the most complained-about energy firm in Britain after being beset by a massive data glitch, making it the first "challenger" energy firm to outstrip complaints at the Big Six.
Hundreds of customers have now brought their complaint to the Energy Ombudsman, a last-resort dispute resolution body, in the previous three months.
Moved to Cooperative Energy last April, paying monthly direct debit and submitting readings. Received an email a couple of months back that the latest reading wouldn't be accepted on their system? Turns out their system has transposed my day/night readings. After numerous phone calls, emails, photos of my meter, they finally sent me a bill showing I was £200 credit. Requested a refund online, website wouldn't accept it. Called them to request it, but guess what, their system won't allow it! After more calls have been told that its a system error again that their IT dept need to fix. Now my online account shows that I have used 0kw since last April and I'm showing £1800 in credit! How difficult can it be??? They have all my readings. Have a horrid feeling this is just the beginning of an uphill struggle!!!