Thursday, 23 October 2014

Co-op energy - customer service fail

Just a quick one - here's the email trail following a request to be able to pay a bill :-)  Please read from the bottom upwards!

Sent: 21 October 2014 11:13
Subject: RE: Payment details

Hi Lee

Thanks for your rather rudely composed note.

Could I suggest that in future, instead of making demands on your customers to use their registered email addresses, and arrogantly 'allowing' them to get payment details when you deem it fit ("on this occasion"), you just give them the ability to pay by publishing the bank details on your bills and the website, and save us all the hassle and time we have to spend to get you to do your job right in the first place?



Good afternoon

Thank you for your email

I have not been able to locate your account using the email address you sent your query from. For future correspondence can you please use the email address registered on your account .This also allows us to record any emails we have received from you

On this occasion I can advise you of our bank details 

Barclays Bank
Sort code  :20-53-22
A/c No : 73303527

Please ensure you quote your energy account number as the reference on the payment so we  know where to allocate the payment

If you have any further queries please do not hesitate to contact a member of our team on: 0800 954 0693

Kind Regards,

Lee Masters
Customer Service Advisor

Co-operative Energy, 
Co-operative House,
Warwick Technology Park, Warwick,                                                  Tel:  0800 954 0693
CV34 6DA   

visit our website or email us at

Company number 06993470.
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Please don't print this email unless you really need to...

Sent: 19 October 2014 11:49
Subject: Payment details


I'm trying to pay my bill, but I've been unable to locate your account number, sort code and bank name on either the bill or your website.

I'm not comfortable with using my debit card on your website.

Please provide bank acocunt details so I can make payment from my internet banking service.