Spark Energy Problem

FranRose

Does anyone have any experience of dealing with Spark Energy?

We moved in to a rental property in October 2011 and were told by the lettings agency that out gas and electricity supplier was Spark. They told us we could change but lots of tenants use Spark and they are quite competitive. A few days later Spark phones to set up direct debit details. They wanted to set it at £150 but I thought this was steep and agreed to £120.

In February I phoned to ask for a statement and discovered they weren't supplying our gas. They said it had been rejected by the supplier but no one had told me. Manage to find out it was British gas. Contacted them and discovered I owed them £250. At the same time I asked them to transfer the supply from Spark to them. I couldn't leave British Gas as I owe them so much. I then contacted Spark and asked them to refund the credit amount and was told it would take 28 days.

A few weeks later I was contacted by British gas as Spark had rejected the request to take over the electricity supply. When I contacted Spark they said they wanted to offer me a better tariff. I declined this offer and told British Gas to request the electricity again.

It's now been more than 28 working days since I requested my money back. I phoned Spark only to be told the refund had not been requested on the system so would take 28 working days from today. I really need this money back as I need to pay it to British Gas but Spark won't budge. What if it gets to another 28 working days and it's not there? Its already taking two months to move the electricity because they rejected it. Does anyone have any advice about what I can do?

Sorry it's so long!

DVardysShadow

In your position, I would raise a complaint with Spark on the grounds that they are taking money for electricity they are not supplying and they are being unreasonable in delaying the return of your money. And I would instruct them that the interim resolution was that you would

• request the previous 1 payment back under the DD guarantee [someone will argue that this is wrong - but you need brassneck here and Spark are taking £120 on the false premise that they are supplying both gas and electricity]
• you will not permit the next payment of £120
• you will expect the next payment one month later to be £x to cover gas only.
• They need not return the £250

Doing it that way, you get your money back within a month or so and can pay British Gas.

Terrylw1

Spark can only object to you leaving based on a predetermined industry criteria. If you are in credit with them, its very unlikely any objection would be raised. Thy cnt object to offer you a better tariff, they can try and retain your business and obtain your approval to stay but cant object on these terms. That is grounds for a complaint straight away.

In terms,s of thinking you were with Spark because the agent said that, that's the agents fault for allowing occupiers to change and not kerping p to date on who suppliers the property which just takes a phone all.

FranRose

Thanks for the help. I have emailed a complaint to them. I'm worried canceling the direct debit will give them another excuse to stop the transfer of the electricity supply to British gas. The direct debit date is the 15th and British gas are due to take over on the 24th. They have reduced the direct debit to £60. I still think this is a lot as British gas are quoting £35 for the electricity. It's my fault for not checking the tarriffs with spark. They just told me they price matched the cheapest of the big six.

The reason we thought we were with spark for gas and electricity was because spark phoned me and told me they were supplying both.

macman

I suggest that you do a forum seach on Spark. Spark are not remotely competitive and have dire customer service and dubious marketing techniques. The sole reason the lettings agency recommended them is because Spark pay them a commission if you sign up! They target agencies and landlords for just this reason.
Use a comp site with your estimated annual kWh figures to find the cheapest supplier, and don't be fooled again. You will not find Spark coming up anywhere near the top of the comp site listings.
Be careful that you have not agreed a Spark tariff with an ETC (did you check?)-if so you will have to pay them to leave.

FranRose

Whats an ETC? They haven't mentioned any charges. On the information I got from the agency it says they promise to match the big six (average price of all 6) and if not you can find a new supplier. At no point have they mentioned a charge. The part that is really annoying me is that they will take 28 working days before giving me my money back. They could easily do a transfer that meant it was in my account in a few days.

macman

Early Termination Charge.
Of course they don't mention the charges-it's up to you to find out what tariff you are on and what the terms are. All the details of current and previous tariffs are available on their website. Many energy tariffs have a lock-in period, so if you leave early you have to pay a penalty. Since all the big 6 have widely differing tariffs, there is no 'average', it's just meaningless marketing hype.
As I said, if you do a forum search you will see how Spark operate-you could wait a lot longer than 28 days.

FranRose

I'm on the standard tariff and in the list of additional charges there is no early termination charge. I will phone them tomorrow and double check.

I also found this on their website 'If you wish to change supplier we reserve the right to object to a switch until any outstanding balance on your account has been cleared. We will write to you to let you know if a switch has been objected to and you will have 7 days to clear the balance. In the event that the balance remains unpaid a 15% charge will be added to your account and the switch will no longer be objected to.' This doesn't explain why they rejected the transfer. I have no outstanding balance with them. Once I received the letter saying they had objected I phoned them but they objected 3 times, meaning British Gas had to start the transfer process again.

I've done a search and read through the first few threads. It does not instill confidence that I will get my money back any time soon.

macman

There is never an ETC on Standard tariffs. But Standard tariff is also always the supplier's most expensive tariff, which is why they put you on that unless you request otherwise.
You need to ask Spark why they blocked the switch.

FranRose

Just an update. They have responded to my complaint saying they will transfer the money on the 11th May. 12 weeks after I originally requested it! I have told I don't think is acceptable but they refuse to make it earlier, stating there are audit checks the finance team need to make before issuing a refund. I don't know what to do next? I work in finance and can't understand why an audit check would take more than a few hours never mind over 3 weeks.

Terrylw1

Raise your complaint higher in their organisation e.g. complaints manager, MD,etc.

Since you work in finance, you know the checks are literally double checking, maybe filling a form in...all things that takes minutes.

Despite raising a complaint, they are still treating you like a normal query.