Co-operative Energy has agreed to pay back £1.8 million to energy consumers, because it let customers down in its complaints resolution, call handling and billing processes, Ofgem says.
Most of the money – £1.6 million – has already been paid to customers as compensation. Any money that Co-op is unable to return to customers will go to the charity StepChange.
Co-operative Energy put in place a new billing system in March 2015. But customers unable to log into their accounts online, leaving them unable to submit meter readings or check their bill. Bills were delayed and direct debit updates stopped. New customers also experienced delays transferring to the supplier. Citizens Advice complained to the regulator.
Ofgem said that since then, the supplier has “worked well with Ofgem to restore customer service levels and provide compensation to those customers directly affected”.
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