Sparks Energy rejecting energy supply transfer without a reason

Ally_E.

Hello, we have moved in into a new rented property mid July and our contract included energy supply switch to Spark Energy, we called to cancel that but were too late (start of August). We managed to get British gas to reject transfer of gas to them, but electricity went through on 14 august. We have switched to EDF blue price promise on 7 of September at this point we have received an electricity bill from sparks which wasn't correct (they were billing us for the same electricity we used while still with British gas), I called them to give the correct meter readings at which point the person on the phone was being very rude threatening to take action against British Gas for not giving them the right meter readings (at this point I told them I called both British gas and Sparks personally at the same time giving the same reading, but they didn't care). It's been over a month and I haven't received the amended bill, now I've been notified by EDF that they rejected electricity supply take over twice and I received a letter dated 17 of Oct stating that they rejected the take over and if I do want to move then I need to call them, give meter reading (which I already have in a text form as a reply to their text asking me for meters reading!) and pay outstanding balance. I have not received any correct bills and have been in constant contact with them letting them know we are switching supply from the start of August. I am getting very annoyed with their unsatisfactory service and basically blocking me from switching suppliers and staying on their 33% more expensive tariff. Please advice how I can complain and what my options are, as I feel this is not right. Many thanks.

p.s. Spark Energy didn't notify me of the first rejection not sure if they are obliged to

Wywth

Ally_E. wrote: »

Hello, we have moved in into a new rented property mid July and our contract included energy supply switch to Spark Energy, we called to cancel that but were too late (start of August). We managed to get British gas to reject transfer of gas to them, but electricity went through on 14 august. We have switched to EDF blue price promise on 7 of September at this point we have received an electricity bill from sparks which wasn't correct (they were billing us for the same electricity we used while still with British gas), I called them to give the correct meter readings at which point the person on the phone was being very rude threatening to take action against British Gas for not giving them the right meter readings (at this point I told them I called both British gas and Sparks personally at the same time giving the same reading, but they didn't care). It's been over a month and I haven't received the amended bill, now I've been notified by EDF that they rejected electricity supply take over twice and I received a letter dated 17 of Oct stating that they rejected the take over and if I do want to move then I need to call them, give meter reading (which I already have in a text form as a reply to their text asking me for meters reading!) and pay outstanding balance. I have not received any correct bills and have been in constant contact with them letting them know we are switching supply from the start of August. I am getting very annoyed with their unsatisfactory service and basically blocking me from switching suppliers and staying on their 33% more expensive tariff. Please advice how I can complain and what my options are, as I feel this is not right. Many thanks.

p.s. Spark Energy didn't notify me of the first rejection not sure if they are obliged to

Oh dear.

I usually find concentrating on what you want to achieve is the best way forward when making a compliant.

I guess your ultimate goal is to be supplied by EDF for both fuels.

That being the case, forget about the issue you considered the Spark representative was being rude to you by explaining that British Gas had provided them with the wrong reading.

The end reading on the BG bill should be exactly the same as the start reading on the Spark bill. If not, you can complain to either supplier.
http://www.sparkenergy.co.uk/pdf/complaints/complaints_process_july_2012.pdf

http://www.britishgas.co.uk/complaints

Whichever one you contact, they will contact the other to come to a common agreed meter reading and will each re-bill as appropriate.

If, which appears the case, you have not paid the Spark bill, that is probably why they have stopped you switching away.
But if you feel that is wrong, then again follow the Spark complaints procedure.

When you make a complaint to the supplier, they have 8 weeks to resolve that after which time you can escalate the matter to the energy ombudsman if necessary. (You can do it earlier if they provide a 'final solution' or 'deadlock' letter which you are not happy with)

Btw, when I was looking at a comparison site yesterday for my situation, I was surprised to see Spark energy were coming out very favourably with one of their tariffs (about 2nd or 3rd cheapest) but that was on a single rate tariff (not E7). Whilst this is being resolved, you may want to see if you are on the most competitive Spark tariff available to you (but make sure it's one with no ETC)

Ally_E.

Thanks for your reply. My main problem is with them not issuing amended bill but rejecting transfer for us not paying that bill. In the meantime we are losing £20 or more a month staying on their tariff, which they promised would be competitive. There is no way of getting that money is there? Also we have been contacted regarding this only now, even though we called with the meter readings and also texted their automated service with the meter readings.

macman

Spark are notorious for this, do a forum search and you will find other examples.
You are aware that your LL or agent gets a kickback for putting you on supply with them?

Ally_E.

macman wrote: »

Spark are notorious for this, do a forum search and you will find other examples.
You are aware that your LL or agent gets a kickback for putting you on supply with them?

yes, I did a MSE search as soon as they declined to cancel the transfer and braced myself for some difficulties. I just don't want them getting away with this and I don't see complaining to them going anywhere

Terrylw1

Suppliers are only allowed to object to a switch based on Ofgem's Standard Licence Conditions (SLC), in this case SLC14.

On another thread a Spark rep demonstrated their willingness to breach this and apply their own rules and further threads about Spark objections have shown this to be the case.

So, I suggest you read this SLC and make a complaint. They do have to tell you why they have objected and they can't object if the Outstanding Charges are disputed by you or are accumulated due to their error.

See the supplier .PDF's in this link to Ofgem's site.

http://www.ofgem.gov.uk/Licensing/Work/Pages/licence-conditions-consolidated.aspx

In terms of switch readings, they are passed via industry agreed processes and if Spark want to raise an issue, they can do it to Elexon as it could be a licence breach under the Balancing & Settlements Code (BSC) but...its not something they can take legal action over (or would waste money on for 1 error!) and its not your problem anyway so you were speaking to someone with a chip on their shoulder.

Get a complaint in.

Ally_E.

many thanks for your help

chanz4

Terrylw1 wrote: »

Suppliers are only allowed to object to a switch based on Ofgem's Standard Licence Conditions (SLC), in this case SLC14.

On another thread a Spark rep demonstrated their willingness to breach this and apply their own rules and further threads about Spark objections have shown this to be the case.

So, I suggest you read this SLC and make a complaint. They do have to tell you why they have objected and they can't object if the Outstanding Charges are disputed by you or are accumulated due to their error.

See the supplier .PDF's in this link to Ofgem's site.

http://www.ofgem.gov.uk/Licensing/Work/Pages/licence-conditions-consolidated.aspx

In terms of switch readings, they are passed via industry agreed processes and if Spark want to raise an issue, they can do it to Elexon as it could be a licence breach under the Balancing & Settlements Code (BSC) but...its not something they can take legal action over (or would waste money on for 1 error!) and its not your problem anyway so you were speaking to someone with a chip on their shoulder.

Get a complaint in.

How long has the invoice been outstanding?

Terrylw1

chanz4 wrote: »

How long has the invoice been outstanding?

I can only confirm the SLC in that Outstanding Charges would be 28 days and chased, but a disputed amount or supplier accumulated value doesn't count to this.

Its not clear from the OP to answer your question.

chanz4

It depends, because say you catch someone with a dtm and they are not admitting to it. If the bill is 28 days, even if disputed suppliers can object pending remedy.

Terrylw1

chanz4 wrote: »

It depends, because say you catch someone with a dtm and they are not admitting to it. If the bill is 28 days, even if disputed suppliers can object pending remedy.

They can only object using the SLC or it would have no value. So, if the Outstanding Charges are disputed, if the supplier objects, the customer can take it further as a breach of the SLC.

I agree that it does happen, but that's more due to suppliers exploiting the lack of consumer knowledge.