Spark Energy - Bill Dispute

Jagista

Hi.


Can anyone please advise on how best to proceed with this? I left Spark Energy in late October and signed-up with EON. The last end month account with spark at 30 September showed a credit balance of £340 although Spark are now saying there's a debit balance of £447! I contacted Spark by e-mail to query this, especially as there was one further direct debit payment in October of the usual £103 which suggests an overall credit balance of £443 less what we used between 30 September and 21 October - approximately £70 as I calculated. Spark appear to be claiming the usage for approx. 3 weeks in October was £890!! In their reply Spark merely say.........."at the time the account was in credit the account was not billed up to date and the final reading was not in yet".
I don't understand this at all!! The account has never been in debit and we've always paid the standard £103 /month.
I'll certainly challenge their claims again but as they appear to have ignored my first reply completely I wanted to ask if anyone has any specific advice on this please?


Thanks

System

You may be confusing a credit balance with billing. A credit/debit balance is only accurate when it is based on an actual meter reading. The £70 usage that you quote may be meaningless if the supplier has reversed your billing and re-billed based on two actual meter readings - one of which was your final reading.

Personally, I would sit down with my old bills and do my own calculation based on energy used, unit price, standing charges plus VAT. Your previous actual meter reading should have a credit/ debit balance to which you add all payments made between the two billing periods. Deduct your calculated bill from this figure and you will have a better idea whether you or the supplier has got it right.

If you haven't been providing the supplier with frequent actual meter readings then this may be the cause of your problem.. Then again, the supplier may just have got it wrong.

Jagista

Thanks Hengus. I've kept many of the meter readings and will challenge Spark along the lines you suggest.

E.ON_Company_Representative:_Helena

Good morning Jagista and welcome to the forum.

Thank you Hengus:)

I agree with the advice Hengus has given you.

I can't help specifically with the spark side of things, but may I just ask. The meter readings you provided to us when you switched, have these been used to open the account with us from and also used to close the account down to?

This will be something to have a look at when you go through the bills.

If I can help with the E.ON side of things, please just as. It's no problem at all.

Thank you

Helena

Jagista

Hi Helena

Thanks for your kind help.

So far as i'm aware there isn't an issue on the EON side of this though I'd be pleased fior any confirmation you might be able to offer: The account switched to EON on 25 October and the same redings were given to both EON and Spark: xxxxxxxx. The account number is: xxxxxxxxxx

Thanks again

footyguy

Jagista wrote: »

Hi.


Can anyone please advise on how best to proceed with this? I left Spark Energy in late October and signed-up with EON. The last end month account with spark at 30 September showed a credit balance of £340 although Spark are now saying there's a debit balance of £447! I contacted Spark by e-mail to query this, especially as there was one further direct debit payment in October of the usual £103 which suggests an overall credit balance of £443 less what we used between 30 September and 21 October - approximately £70 as I calculated. Spark appear to be claiming the usage for approx. 3 weeks in October was £890!! In their reply Spark merely say.........."at the time the account was in credit the account was not billed up to date and the final reading was not in yet".
I don't understand this at all!! The account has never been in debit and we've always paid the standard £103 /month.
I'll certainly challenge their claims again but as they appear to have ignored my first reply completely I wanted to ask if anyone has any specific advice on this please?


Thanks

You say you don't understand this at all?

Am I correct in therefore assuming you do not have a detailed bill explaining this? If you do not have such a bill, request one.

If you do have the bill, but still do not understand it, please post a legible copy here or take it along to the CAB where all wil be explained

Jagista

Hi

Thanks.

I've now asked Spark for a detailed statement showing how they calculate ANY amount to be outstanding. The account was always in credit and I don't understand how Spark can "suddenly" claim the account to be in arrears at the end of the contract when it's always been in credit during the term of the contract.

System

Jagista wrote: »

Hi

Thanks.

I've now asked Spark for a detailed statement showing how they calculate ANY amount to be outstanding. The account was always in credit and I don't understand how Spark can "suddenly" claim the account to be in arrears at the end of the contract when it's always been in credit during the term of the contract.

It is perfectly possible for you to think that you are in credit when the fact is you are not. A credit balance is ONLY accurate on the day of billing PROVIDED an actual meter reading has been used. Your last bills will show whether ACTUAL ( A or C) or ESTIMATED (E) readings have been used. You should have had a Final Bill from Spark showing how the debit balance has been calaculated.

E.ON_Company_Representative:_Helena

Good morning Jagista and thank you for the reply.

May I ask that you remove your account number from the forum, It's not really safe to post it on the open forum.

It's good to read that there aren't any issues our side and that the meter reads all match.

I think Hengus makes a good point, have a good look through the final bill and go from there.

Thank you

Helena

Gregory33

I've kept many of the meter readings and will challenge Spark along the lines you suggest.Thank you

Jagista

Thanks again Hengus and Helena!