Can't get money back from old supplier.

mattgad

Hi all,

I left my old supplier, Spark Energy, in November, after moving into a house for the first time, and reading bad stories about how crap Spark are. Looks like they were right.

I was only with them for around 2 months (a month longer than I should have been, due to them refusing a gas move for no reason), they said they would have to take £103.90 a month from me (ridiculous for a 1 bed house, I actually use about £40 a month.)

When I left them, I knew I must be in some form of credit with them, and I assumed that they would return this to me, and close down my account.

When I first rang up, they told me that I had to ring them to ask for my balance to be returned to me (Is this normal? Why should I have to ring up for this?). I was told they would process it, and it would arrive within a month (16th December). This time arrived, and it didn't happen.

I only got round to chasing it up again last week, a lady spoke to me, said she would need to look into it with finance, and would call me back. Surprise surprise, this never happened, so I phoned again a few days later. This time I was told that I had been placed on a list to receive my refund, but that it was being sorted by the finance department, so the guy told me he had no idea when it would be processed, and couldn't/didn't want to find out for me. He said he would file a complaint for me, but wasn't able to tell me a complaint number when I asked for one.

What's the next step? Should I wait, e-mail them, or e-mail the ombudsman?

Thanks,
Matt

macman

3 months delay is outrageous. Put an official complaint in writing-that starts the clock ticking on them. After 8 weeks you can go to the ombudsman.
Don't email ,don't phone. You don't need a number-you need to file your own complaint!

anniecave

I would send the complaint recorded delivery as well! It's a hassle as you actually have to go to a post office, and costs an extra 70p or so, but you know whether the letter has been delivered.