Spark Energy problem

Fixx_2

Good afternoon all, and a Happy New Year to you all.

I was wondering whether you wonderful people could offer me any advice. Myself and my partner moved last year on the 31st March. Our electricity was supplied until that date by EDF to whom we sent our final readings on that date, and paid off what we owed.

Between Christmas and the new year we received a 'Final Demand' from OPOS Ltd, a collection agency working on behalf of Spark Energy for the sum of £85.03. Now considering we have never heard of Spark Energy, never mind having an account with them, this came as somewhat of a surprise. As the 'debt' was in my partners name she promptly called Spark Energy to find out what was going on. The gentleman on the phone explained that the debt was for the period between the 3rd March 2016 and the 31st of March 2016.
We have also spoken to EDF and they have confirmed that they did indeed supply our energy up until the 31st of March and no switch had been undertaken by them.

What's the best way of getting these people off of our backs please? My partner is quite upset over this as she thinks it likely this will damage her credit rating (something she has worked hard to to after we had quite severe money problems several years ago).

Thanks in advance

footyguy

Fixx wrote: »

Good afternoon all, and a Happy New Year to you all.

I was wondering whether you wonderful people could offer me any advice. Myself and my partner moved last year on the 31st March. Our electricity was supplied until that date by EDF to whom we sent our final readings on that date, and paid off what we owed.

Between Christmas and the new year we received a 'Final Demand' from OPOS Ltd, a collection agency working on behalf of Spark Energy for the sum of £85.03. Now considering we have never heard of Spark Energy, never mind having an account with them, this came as somewhat of a surprise. As the 'debt' was in my partners name she promptly called Spark Energy to find out what was going on. The gentleman on the phone explained that the debt was for the period between the 3rd March 2016 and the 31st of March 2016.
We have also spoken to EDF and they have confirmed that they did indeed supply our energy up until the 31st of March and no switch had been undertaken by them.

What's the best way of getting these people off of our backs please? My partner is quite upset over this as she thinks it likely this will damage her credit rating (something she has worked hard to to after we had quite severe money problems several years ago).

Thanks in advance

As with any debt that you dispute, the first thing to ask is that the debt is proven.

You need the bill - the complete bill with all the details on, not the final demand.
Name and address - where did the creditor get this from?
Start date - how did the supplier get this? And where is application with your agreement? What about the 14 day cooling off period all suppliers are duty bound to provide when a switch application is received?
End date - how did they know you moved out on that day?
Meter readings on applicable dates - how did they obtain these?
Tariff applied

Then you compare it to the final EDF bill you received.
You imply that this bill also bills you until the day you moved out, and presumably up to the meter reading you provided them on that date.

You need to check these details as two different suppliers cannot bill you for the same energy supplied on the same dates.

Former Spark Representative

Hi Fixx


I'm so sorry that I didn't see this before now.


Has your girlfriend managed to get things sorted out?


If not please tell her to contact me using the details on my profile. I'd be happy to help.


Kind regards


Jenny
Customer Relations Manager

lccg

Agree with the post concerning providing all details (e.g. date moved in, meter readings etc.) but unfortunately, in our experience, Spark take no notice.

We moved in in March '16 and later found that the meter was faulty. For the period before the faulty meter was replaced (on 4 May), they've charged us for 3 times the usage we've actually used since and they keep talking about a 'brought forward' balance of circa £200 (the amount keeps changing!?).

We've 'phoned them and/or written to them so many times. They say they'll ring back or they'll contact us, but they never do. They never do what they say they'll do. Nightmare!!

They talk about '5 star service' but in reality, they just don't seem to care at all their Customers or any kind of decent Customer Service.

We even got a notice in November saying they'll be increasing the tariff by 5% from 1 January 2017 yet they actually increased it by 8.8% from 1 November 2016!

Has anyone out there got any top tips of how to deal with these cowboys please (PLEASE- we're desperate now). Happy to share and swap notes.

Best Wishes

footyguy

lccg wrote: »

Agree with the post concerning providing all details (e.g. date moved in, meter readings etc.) but unfortunately, in our experience, Spark take no notice.

We moved in in March '16 and later found that the meter was faulty. For the period before the faulty meter was replaced (on 4 May), they've charged us for 3 times the usage we've actually used since and they keep talking about a 'brought forward' balance of circa £200 (the amount keeps changing!?).

We've 'phoned them and/or written to them so many times. They say they'll ring back or they'll contact us, but they never do. They never do what they say they'll do. Nightmare!!

They talk about '5 star service' but in reality, they just don't seem to care at all their Customers or any kind of decent Customer Service.

We even got a notice in November saying they'll be increasing the tariff by 5% from 1 January 2017 yet they actually increased it by 8.8% from 1 November 2016!

Has anyone out there got any top tips of how to deal with these cowboys please (PLEASE- we're desperate now). Happy to share and swap notes.

Best Wishes

Welcome to MSE :hello:

Either follow the advice given by Jenny immediately before your post :cool:

or

https://sparkenergy.co.uk/complaints

According to that, if they are not able to resolve your issue(s) within 24 hours (step 1), then you should have been provided with a named Customer Relationship Manager who would investigate it for you (step 2).;)
By following this process, you have the option to take it to step 3 if the matter is not resolved within 8 weeks.

You say you found out the meter was faulty after you moved in in March 2016, and by May 2016 they changed the meter for you. If I understand you correctly, part of your complaint is that during the period the meter was faulty you were charged 3 times the amount used. How do you know what you used if the meter was faulty at the time? :huh:
If the meter was faulty, they probably estimated your usage.