Spark Energy Problem

Former_MSE_Andrea

Hi FranRose

Spark Energy has asked us to post a response on its behalf. MSE doesn't endorse anything a company says on the Forum.


Hi FranRose,

We’d like to help you if we can and also explain a few general things.

Your Direct Debit is figured out by using the estimated annual consumption of the property which is based on previous usage provided to us by the industry.

At this time we would have intended to provide both gas and electricity and the Direct Debit was based on this assumption. From what you have said, it sounds like the gas supply failed and unfortunately we were not aware of this until you contacted us so we would like to apologise for this having happened if it is the case.

With regards to the criteria for supplies transferring away, I can confirm that we do require two things. 1 - Up to date meter readings – this is because we require your balance to be accurate. If up to date readings are not given then you could be paying us more money for energy you may not have actually used. Alternatively, you may be underpaying and this will affect the next account after you once an accurate reading comes in. 2 – Any balance above £50.00 to be paid. If both of these criteria have not been met, then any transfer requests that we receive will be rejected.

We do send a letter out to advise of why the transfer has been rejected everything is clearly explained there with instructions on what to do when your transfer has been rejected.

We are sorry for the inconvenience that this has caused you FranRose and we’d like to discuss things further with you. If you wish we can then discuss other available tariffs and a discount/credit if you do decide to stay with Spark Energy, due to shortfall in service that you have received. Please could we ask you to get in touch FranRose, you can email hailey@sparkenergy.co.uk from the Spark Energy Online Team.

dogshome

Hi FranRose - Spark's 'bung' tactics to letting agents to get customers are well known, and I'm sure BG who do at least compete on the open market, have the same low opinion of Spark as yourself and many others

But just in case BG's computer see's 'DEBT' rather than 'C*CK-UP, drop a line to BG pointing out that over the period you were told by Spark that they supplied you with Gas when in fact you were being supplied by BG, you were paying Spark for the gas you consumed.
You are quite happy to pay BG, but rely on Spark re-imburseing the money you paid to them for that Gas, in order to do so.

As for the missive from the Spark Energy Team - 'Weasel words' are not enough to classify it
1) When transferring, it's up to the gaining supplier to ask for your meter readings, and it is they who inform the losing supplier of the readings, not you
2) £50 debt will stop a transfer !? - In your case you have been paying them for both Gas & Elec, but only getting Elec - Your account is awash with overpayments.

Make sure that you give BG the Gas meter reading that you gave Spark when you first moved in

Terrylw1

MSE_Andrea wrote: »

Hi FranRose

Spark Energy has asked us to post a response on its behalf. MSE doesn't endorse anything a company says on the Forum.


Hi FranRose,

We’d like to help you if we can and also explain a few general things.

Your Direct Debit is figured out by using the estimated annual consumption of the property which is based on previous usage provided to us by the industry.

At this time we would have intended to provide both gas and electricity and the Direct Debit was based on this assumption. From what you have said, it sounds like the gas supply failed and unfortunately we were not aware of this until you contacted us so we would like to apologise for this having happened if it is the case.

With regards to the criteria for supplies transferring away, I can confirm that we do require two things. 1 - Up to date meter readings – this is because we require your balance to be accurate. If up to date readings are not given then you could be paying us more money for energy you may not have actually used. Alternatively, you may be underpaying and this will affect the next account after you once an accurate reading comes in. 2 – Any balance above £50.00 to be paid. If both of these criteria have not been met, then any transfer requests that we receive will be rejected.

We do send a letter out to advise of why the transfer has been rejected everything is clearly explained there with instructions on what to do when your transfer has been rejected.

We are sorry for the inconvenience that this has caused you FranRose and we’d like to discuss things further with you. If you wish we can then discuss other available tariffs and a discount/credit if you do decide to stay with Spark Energy, due to shortfall in service that you have received. Please could we ask you to get in touch FranRose, you can email hailey@sparkenergy.co.uk from the Spark Energy Online Team.

Spark rep - this is a change of supply, so the customer provides the reading to the new supplier who gets it to their agents for validation and then it gets yo you via yours. They do not have to give it to your and you shoudn't create a final bill until its sent to you. If a customer reading is not provided, the Data Collector will Deem one based on the last 12 months of consumption that they hold. The customer cannot over ir underpay since you only pay for settlement up to this final reading. Its not possible to affect the next customer as the OP is switching away from you. You are quoting a change if occupant process instead.

£50 is the old fashioned view of change of supply. If you set the DD too low and didn't monitor with such a low value, perhaps it could be argued that he customer is not at fault? Plus if a customer is not at fault and the supplier is, you can't object anymore per ofgem.

Former_MSE_Andrea

Hi spark energy has asked to give one more response.


Hi, yes this is a change of supply however, as with all utility suppliers, we do have our own process in place for this, we are not quoting a change of tenancy procedure. Again, our procedure for transfers is that meter reads must be up to date and the account balance must be below £50.00. You’ll find that each supplier has its own procedure for why they will or will not allow a transfer.

Regards final billing, we agree it is only possible for the final bill to be created after the date the supply has left us, not before and this is the process we follow. Our Direct Debit accounts are subject to regular review.

Again, we’d advise the customer to get in touch with us about their account ASAP so we can help as we can’t discuss account details or help here on this site due to Data Protection.

dogshome

Hi Franrose, according to your OP you were told on April 3rd that 28 days must elapse before the Gas payments you made Spark, would be re-paid.

It's now May 2nd - 28 days later - Have you had the money back ?

Terrylw1

MSE_Andrea wrote: »

Hi spark energy has asked to give one more response.


Hi, yes this is a change of supply however, as with all utility suppliers, we do have our own process in place for this, we are not quoting a change of tenancy procedure. Again, our procedure for transfers is that meter reads must be up to date and the account balance must be below £50.00. You’ll find that each supplier has its own procedure for why they will or will not allow a transfer.

Regards final billing, we agree it is only possible for the final bill to be created after the date the supply has left us, not before and this is the process we follow. Our Direct Debit accounts are subject to regular review.

Again, we’d advise the customer to get in touch with us about their account ASAP so we can help as we can’t discuss account details or help here on this site due to Data Protection.

There is no obligation for a customer to provide up to date readings to allow a change of supply to take place. The industry process enables Deeming to take place where no customer own reading or a BSC Failed reading is the result.

Whilst that may be an internal policy, I can't see the ombudsman agreeing that you should be entitled to object and uphold it on the basis of not having an up to date read, after all you could pay to get one as well since the change of supply date will be future dated. Or do your t&cs place the emphasis on the customer to be supplying them or they are in breach?

It just helps you to preempt errors with loss readings. As long as you get this BSC Validated, it helps make any Deeming more accurate and get the bill more up to date, so it can be a good thing. If you don't get it BSC Validated, the Deemed reading could end up lower thus causing a/problem. If Deemed is required if course. If the customer has been under billed, it gives an opportunity to get any underestimation in order but I think if that quickly becomes an Outstanding Charge, it would be a bit sharp to try and block on the basis of underestimation.

In terms of other suppliers, I've never come across this with other large ones and as far as change of supply blocking goes, you will find that's actually part of the SLC's.

SLC14 clearly states when you can and can't. You will notice there is no record of an up to date reading. Whilst it does allow customer transfer blocking got Outstanding Charges, it also states that a customer can request a debt transfer of up to £200 on a PPM, thus rendering your £50 limit obsolete. So its a shame the credit customers don't receive the same treatment.

Terrylw1

Any news Spark? Stating you can object for reasons not included in the SLC's isn't going to go down well and not responding as well...

NerveAgent

Hi,

Where can I view the industry "SLCs/industry processes" (I'm not sure of the correct term). Every one I speak to on the phone plays dim.

Spark energy are currently trying to pull this stunt on me, they have rejected a transfer request because 1) I need to provide a meter reading 2) settle any outstanding balance

dogshome

Phone Ofgem - 0207 901 7000 - explain your problem and ask them if Sparks demands are within the rules, and where you can obtain a hard copy of those rules

Doing this not only helps you, but alerts Ofgem that Spark are still taking liberties

Terrylw1

NerveAgent wrote: »

Hi,

Where can I view the industry "SLCs/industry processes" (I'm not sure of the correct term). Every one I speak to on the phone plays dim.

Spark energy are currently trying to pull this stunt on me, they have rejected a transfer request because 1) I need to provide a meter reading 2) settle any outstanding balance

Check out post #24 on here where I have posted the page to the licences, you want the supplier ones.

https://forums.moneysavingexpert.com/discussion/3978397

If you want industry processes, start a new thread about the issue as there are hundreds of processes and they are not regulated by Ofgem. I can probably explain it.