Spark Energy - Wrong estimates over previous months and now a huge bill?

AutoFace

Hi, The lady and I are currently having big issues with Spark Energy.
Since December we provided them with 3 metre readings. March's bill is for some reason £256 instead of the usual £70-£100.
They say it is because they estimated January and February wrong which is obviously a mistake because we gave them metre readings so they shouldn't be estimating anything.
We have contacted them and they say that they have no records of the metre readings we have submitted, but saying that we have had nothing but trouble submitting metre readings. Previously we have had to email them to an advisor because they claimed a fault with the website, Though that since has been sorted out.

So now because they haven't received the metre readings and they have estimated the bills wrong for previous months we have now been landed with a bill that we can not afford. All of this is through no fault of ours. They have made the mistake, So why should we be held accountable for it?

They keep saying set up a direct debit because it will be cheaper and we can pay it in instalments.
Why would I set up free access to my money for them to just take what ever they want? If they are making these mistakes and charging this much for mistakes they have made then why would I trust setting up a direct debit with them?

It feels like they have gone through all of this just so they can get a direct debit set up. It feels like a con.

Is there anything I or we can do about this?

Many thanks

NectarCollector

Spark energy are a horrible company, took me ages to get my money back after switching and messed me around when I tried to close my account after retrospectively recalculating bills I had already paid when I applied to switch supplier. (now with So Energy)
Had you been giving meter readings online or by phone? When I was first with them they severely overestimated how much gas/electric I would use (overestimated by £35/month).

What is the difference between your actual readings and their 'estimated' readings.

on the bill it should if they do have a record show every actual and estimated reading for that period (the estimated one is usually the first and last for the period) with actual readings in between. are you receiving bills monthly or quarterly?

Although they are right, you should have a direct debit set up. if there is any discrepancy between estimated and actual bills then at least by paying in instalments it minimises the shock when you do get a bill

Cardew

Welcome to the forum.


Your frustration with Spark Energy is understood. However:


Firms(not just energy companies) can make a mistake and then correct that mistake. In the case of your estimated readings, if they underestimated meter readings on previous bills you would have underpaid. Did you not check the meter readings on the bills?


The CS agent is correct that not only is paying by Direct Debit cheaper, but it avoids problems like you have just had, and taking out a DD now will enable you to pay off this large bill over a period of time.


It is not correct that they have 'free access' to your money with a DD. If they want to alter the amount of your monthly DD they must inform you well in advance; and you can dispute the increase. If they don't inform you in advance you are covered by the DD guarantee with the Banks; a phone call to the bank and they will immediately refund the disputed DD amount in full; no justification from you is required.


Payment by DD is by far the most popular, and easiest form of payment of household bills, and million use that method.

Autumnella

I think you have to take some responsibility here. Even though they have used estimated reads rather than your actuals if they've sent you bills showing they've used estimated reads and you haven't been checking the bills you're as much to blame. However, they should allow you to pay in instalments whether you set up a direct debit or not.

AutoFace

I have seen the metre readings and they do add up to what we owe. But... they have just slammed it on to one bill. I pay on the date I receive my bill because I like to know what's going out and I like to see it happen. That's why I don't use direct debit for bills. Pays as they come so I can see what I'm paying when I do it so there are no surprises.

There issue isn't with the direct debit, The issue is with Spark not having any record of the metre readings we have provided. Which is why we are in this situation.

So I've been speaking to them about the issue and the solution they have suggested is set up a direct debit over a 6 month period. Which is exactly what I don't want to do. Every single solution they have provided is direct debit this direct debit that. We have 3 months left at this house so 6 month direct debit is not going to happen. As soon as we move house were changing supplier.

I'm probably just going to email them saying that the fault is with them. I'll pay the bill but I'll pay it when I choose and how I choose. Seeing as they seam to be doing what they want and when ever they please I shouldn't see why it would be a problem.

Sorry for the rant I just feel they are taking the p*ss. It's my money they are messing around with. They are the cause of the issue so why should I have to struggle because they aren't competent enough to keep track of their own business.

It's just not cool.

AutoFace

Well these estimated bills are the pretty much the same as other bills we have had so that why we didn't feel the need to investigate. Which is still pretty damn strange because the previous bills at around £100 during the winter when using the electric heating are very similar to bills were paying in the summer with no electric heating.

I definitely feel like there is something going on.

backfoot

Your March bill has an actual reading on it. When was the previous actual reading shown? Were these readings taken by a meter reader or by you? What were the estimated readings for Jan and Feb compared to your submissions?

What do you actually want to happen and how do want the forum to help?

It appears that you accept that the latest meter reading is correct and that you have consumed the billed amount of energy.If you choose not to pay you may face follow up action unless you agree a formal payment arrangement with them.

You don't want to accept the experienced Forum Posters advice regarding using Direct Debit.

If you feel that they have some sort of conspiracy against you, switch Supplier.

Use Direct Debits to get the best deal and read and monitor your future bills to ensure they tally up with your readings. It is quite easy to calculate your own bills on a spreadsheet to check the Supplier bills.

Best of luck.:)

matelodave

You should always check that the bills correspond with the meter readings and get them amended if they don't.

Robin9

Even if you switch supplier you are still going to have to face how you provide meter readings and paying by DD.

Did you give your readings to Spark by phone or online ?

backfoot

What tariff are you on with Spark?

Their current offers are incredibly expensive for my region.

The current offers don't have exit fees and you could possibly make enormous savings by switching away from them.

For me, Spark would cost me a further 47% more, even on their cheapest DD tariff !:eek:

Their variable tariff is considerably higher than that.

NectarCollector

switch supplier, and set up a DD. you will then pay the same amount on the same day every month to a cheaper provider (preferably one that bills monthly not quarterly). if you do find you are underpaying then contact the supplier to arrange to pay a little more each month