Spark Energy "Final Bill"

ramsay-t

Hi forum, I hope this is the right place to ask this.

I moved in to a rented house in December 2012 and the energy supply was immediately switched to Spark energy through their "arrangement" with the letting agent. This seemed a bit dodgy but I read the paperwork and the rates seemed competitive, so I let it go ahead. Anyone familiar with Spark energy probably knows what happened next: my first bill was £140 for a month, which didn't seem completely daft (my wife and daughter are at home all day, it was December, etc.). The next one was more like £170. Then £190. When it hit £220 I called our previous supplier (E.On - very much recommended!) to switch.

This is where it got particularly dodgy. E.On told me a 14 day cooling off and negotiation period was mandatory. Fair enough, so I waited. 14 days later, E.On tell me "Spark Energy" have blocked your transfer. Er, what? So, I call Spark. Much on-hold music and vague "er let me check" later and Spark can see no reason why its blocked so I should re-submit it. I ask E.On to re submit and wait another 14 days. "Blocked" again... I call Spark energy and get lots more vagueness until eventually they determine its blocked because I have an unpaid bill that's over 28 days old. Funnily enough, since they have staled the transfer for two sets of 14 days... This is irritating, but I demand to be assured that if I pay the outstanding amount the transfer will go through. I am assured it will, I pay all the outstanding bills, another 14 days later I finally transfer to E.On.

Great. Annoying, but success.

Cut to November 2013. I'm trying to have dinner in a restaurant when my phone buzzes. I have a text that claims to be from Spark Energy telling me my "final bill is ready and comes to £500". I should point out that I have just had a bill from E.On saying that my total payments since transferring from Spark are less than £500, and that I have been overpaying so my DDs are going down by 40%. I was furious at the text, but there was nothing to be done at 7pm (except fume through what should have been a nice evening). The next day I am kept on hold by Spark for long enough that I have to hang up and get on with my life.

Today (January 2014) I get a letter from a debt collection agency following up on this £500 for Spark energy...

Now, the reason I moved away from Spark was the ludicrously high prices, so its not totally inconceivable that the difference between the last bill and the final meter reading can be worked out to cost £500 (you know, maybe we had one small bulb on for 5 seconds...). If that really is the case and £500 is the price of never having to deal with Spark again I will pay, but my question to you knowledgeable folk is this: a) Is it in any way legal to debt-collect against a text message?? I certainly never received a final bill, or anything with a final meter reading on it b) what can I do to get legally binding certainty that this is the full and final settlement of everything involved? I certainly don't want another text message in another 6 months...


Thanks

Ramsay

macman

Did you take and submit final readings on the day you switched? If so, then you need to get the final bill and verify it. If you didn't take a final reading, then you're going to have a battle.
Spark are notorious for blocking transfers , do a forum search.
PS: the 'arrangement' with your LA is that te get a kickback for every tenant switched to Spark. You can choose whatever supplier you wish, it's nothing to do with the LA.

ramsay-t

Thanks for the reply. I took a final reading and gave it to them over the phone at the time. Why they have suddenly decided its £500s worth I'm not sure, but I really would like to confirm that they are using the same number as E.On.

Should I contact Spark to demand a detailed bill or do I have to go through the collection agency now?

dogshome

YES - You need a detailed Final Bill and whats more you are entitled to it. Furthermore there is no 'Debt' until Spark issue a detailed invoice for it

So far as the meter reading is concerned, that first bill you've had from Eon shows their opening meter reading on the day they took over the account, which should be the same as the one you gave them. This is the meter reading Eon passed on to Spark and is the closeing reading for Sparks bill

WRITE to Spark heading the letter Complaint asking why they have not yet issued a Final Bill and why they have put the collection of an unproven bill into the hands of Debt Collectors. - Send a copy to the D/Collectors

Former Spark Representative

Hi Ramsay

I'm really sorry to hear that you're having problems with our service.

I realise that a bit of time has passed since you posted this, so I'd hope that we've got things sorted out now, but if you still need help please contact me.

You can find my email address in my profile.

Kind regards

Jenny

isolation

dogshome wrote: »

WRITE to Spark heading the letter Complaint asking why they have not yet issued a Final Bill and why they have put the collection of an unproven bill into the hands of Debt Collectors. - Send a copy to the D/Collectors

This seems standard practice for Spark Energy sadly. They set debt collectors onto me and only issued an invoice to me 5 weeks afterwards! Even then it is nonsensical and they have not explained why they are contacting me after my final bill was settled and they apologised for their woeful service and promised never to contact me again.

davidgmmafan

"Spark can see no reason why its blocked so I should re-submit it. I ask E.On to re submit and wait another 14 days. "Blocked" again... I call Spark energy and get lots more vagueness until eventually they determine its blocked because I have an unpaid bill that's over 28 days old"

A lot of people have said bad things about Spark. For my part this is the first time I have heard of them objecting to a transfer because of an unpaid bill. Previously I have seen and heard (even from one of their own staff!) we object first then the customer HAS TO contact us with a meter reading so we can bill them. Once this is paid they can leave.

Ofgem is investigating, IMHO this is a clear breach of licence conditions and I would welcome some clarification as to whether this is current practice.

There are other threads suggesting they move to collection very quickly, the payments random, and the bills incomprehensible.

My own view is that they are operating on a shoestring, and are possibly run by one guy. I admit I may be a little way out