Raising the dead ....

[stuartpaul]

or 'how to contact an energy company' :evil:

Dear God these systems and processes are ridiculous! I went to an online account because they were cheaper and now it appears 5 months worth of direct debits have just gone 'missing'.

27 minutes for a phone to be answered!!!! :evil: :evil: :evil:

...... and breathe.

 

[gregmcateer]

yep, been there too...

 

[Flynnwood]

What is the name of the energy company?

Just say, and I will show you a fast track method to get attention ...

 

[stuartpaul]

Co-Op Energy.

There are alternative spellings but the forum doesn't like them!

 

[Flynnwood]

My personal opinion is that you should send an email in accordance with their established complaints procedure, and also to the ceo.

So choose the email option from "Step 1" here:
https://www.cooperativeenergy.coop/cust ... complaint/

And also send the same email to:
Peter.Westall [ AT] midcounties.coop

You will need to fill in the details of your complaint near the bottom.
===
I wish to raise a formal complaint in accordance with your established procedure.

I also wish to make a Subject Access Request as per Section 7 of the Data Protection Act for copies held by you in relation to my account, including but not limited to, all data, all recorded telephone conversations, all statements and any correspondence (electronic or otherwise) received or issued regarding the account.

In addition, I wish to;

• be told whether any personal data is being processed;
• be given a description of the personal data, the reasons it is being processed, and whether it will be given to any other organisations or people;
• be given a copy of the information comprising the data; and
• be given details of the source of the data

I also request information about the reasoning behind any automated decisions that are / have been taken, such as a computer-generated decision, in accordance with the above Act.

Please advise if you wish to charge me a fee for supplying this information.

My complaint is (...............)

Please respond in writing within seven days.

Yours faithfully,

 

[Steve Maskery]

Only 27 minutes? Some people have no stamina.
I am in dispute with nPower (well, who isn't?) One call I made about a month or two ago, I waited for a while, had a nice conversation ith a nice lady, who said, I'll just pop you on Hold."
I was still listening to the same 16 bars of musak 90 minutes later. Eventually I gave up. I think I deserve a medal just for trying.

 

[stuartpaul]

Mmmmm.......

I tried the email complaint process a couple of times and have so far received absolutely zero response.

I do intend to try again and may raise it further if I have to. As I'm now technically in arrears due to their incompetence I won't let it rest easily :evil: :evil:

Steve, - 90 mins? You have much, much more patience than me!

Later the same day I got caught in the phone banking loop and ended up screaming at the phone ( ) that I wanted to speak to a human being!

 

[Flynnwood]

Mmmmm.......

I tried the email complaint process a couple of times and have so far received absolutely zero response.

Email what I suggested to the CEO and sit back. (He doesn't have time for such things so will instruct someone to sort it pronto.)

i.e. He really does not want this on his desk.

(hammer)