Spark Energy Issues

yoz09

Hi,

I'm a relative newcomer to these forums, so apologies if i'm rehashing prior complaints or problems with Spark Energy.

I moved into a rented property last month - to which the letting agent had advised me that Spark Energy were suppliers - and instantly set about initiating a change of utilities [owing to poor reviews and reports of hellish customer service].
Scottish Power, who I chose to switch to, advised me last week that the switch was all set to go ahead and that Spark would send me a bill for the period of my move in date until the date of the switch. HOWEVER, yesterday Scottish Power contacted me to state that Spark have 'blocked' my switch and after numerous attempts to contact Spark [twice being transfered to odd departments who cannot deal with any account queries] I was informed it was because there was an outstanding bill on the account - the one I wanted to pay asap so the switch could be completed - thereafter, i've given them my meter-readings and asked for an immediate paperless bill [to be sent by e-mail] and was further advised that such a bill would be sent by yesterday evening. By six, I phoned again and was told that it would be with me by this morning, and having just phoned again, they attempted to fob me off with some half-arsed excuse that the entire billing system is down. I then phoned back again and asked in the first instance if the system was down and the customer rep said it was fully functional.
It appears that Spark are attempting to mess me around and prevent what I hold as an urgent switch - with a busy working schedule coming up.

Has anyone else experienced such poor customer service, and what are my options - other than to wait it out?

Thanks.

Premier_2

If you have only recently moved into the property, did you contact Spark when you moved in and provide them a current meter reading and explain that you needed a new account set up as you were the new occupier?

If you had done that, any previous debt would not be your problem ... and you certainly shouldn't be paying it.

A debt is not a debt until 28 days after it has been formally demanded, and so if you haven't previously been sent a bill it's not your debt and they shouldn't have any reason to block the transfer (but you would be sent a final bill after the transfer which you would need to pay)

The Spark energy complaints procedure can be found here:
http://www.sparkenergy.co.uk/files/Spark%20Energy%20-%20Complaints%20Procedure.pdf
and if you still get no satisfaction, take it to stage 3 and complain to the energy ombudsman

Young_Wolvers

I've had exactly the same problem with Spark but been waiting for a bill since the end of March. I sent them an email following the complaints procedure on Friday but haven't heard anything yet.

There was an article in the guardian guardian.co.uk/money/2010/jul/24/spark-energy-refund about them recently aswell.

Premier_2

You don't need to have received a bill to switch supplier.

No bill means no existing debt, so they can't stop you switching supplier.
(You do, of course, need to be registered as their customer, to be allowed to switch the supply away from them)

Young_Wolvers

Thanks Premier,

They did agree to the transfer to Scottish Power in March after I gave them meter readings but Spark still haven't billed me.

They were our gas and electricity provider from Jan to March this year but I haven't received a bill for this period. It's like I have to chase them just so that I can pay them!

I emailed them in line with their complaints procedure which says they will respond within 48 hours but I haven't heard anything in a week.

Premier_2

Write to them (spark), recorded delivery; proof you contacted them may be useful later.

They have 12 months in which to bill you, after which you can invoke the 12 month back billing rule.