Spark energy serious complaint

Chiswick_JLB

I am currently having a shocking experience with Spark energy. Since last year this has been ongoing and they claim to not be able to access my metre - which I can also not access. The below email was sent to them in October and since then they have promised to call me dozens of times, they promised my credit wouldn't be affected and it has, they have lied about coming to read the metre, I haven't paid a bill as advised by them and although I opened an official complaint, they have closed it without resolving it and I have now received a £1500 bill.

I tweeted it and received multiple replies saying people are all experiencing the same appalling service. I even emailed their CEO to no avail.

I have also contacted the Ombudsman.

Long story short:

- I moved in to my flat in September two years ago.

- Upon connecting as a new tenant with their company, I was told a "proper" reading had not been taken for years - one of their team at the time told me that this would result in much higher bills so they would need to come and take a reading.

- they never did and I was unable to register as a tenant. I chased 8/9 times at least by phone.

- I was told by their team that one of my metres is off site so I cannot access both or give a reading, someone would contact our concierge and arrange this.

- I then started getting people ringing my door bell at all hours of the day and night asking to come in to the building, but from all different companies. I was alone every time so I didn't let them in as no warning was given and I was told that it wasn't inside my flat anyway.

- I complained by phone. Nothing. Complained again, nothing. I complained a third time and explained that I just wanted this sorted. I was told someone would contact me all the times I complained and no one ever did. I then became concerned about the size of the bill and asked if I could pay an amount towards it - I paid £300 but the woman I spoke to advised me that this may not be the correct amount and that I should wait for the metre reading. She also promised to update my notes.

- the metre reading never happened. I must have called at least 8 - 12 times and every time I have been fobbed off. Someone called Nathan James who was a manager I was told would be in touch, staff were given my email and phone number multiple times and I told them if they couldn't get through on the phone to email. Nothing STILL.

- then I get a letter from the guy Nathan saying he understands I've been messed around and that id been given a credit of £75.

- I would have accepted this had someone actually spoken to me about what to do next but again, I complained and said I am concerned about my credit rating and the outstanding amount. The man I spoke to most recently promised that I would be granted more compensation and be offered a way to pay as he said it was completely unacceptable in terms of the way it had been handled. He also said yet again, that this Nathan guy would 100% call me to rectify this. Nothing, yet again.

I've called multiple times since and left my email yet again - there is simply nothing I can do any more. I'm an extremely busy person as it is and I've been trying to fix this situation which is out of my hands for months, and have been trying to give them money and they are just impossible. I have reported this to multiple sources included watchdog and panorama and urge everyone to do the same.

Carrot007

If you can't access the meter (and please call it meter from now on ;-) ) then how do you expect them to.

You have the right to access your meter. If you can't they can't.

Former Spark Representative

Hi Chiswick JLB


Sorry to hear you're not happy.


Carrot007 is correct to say that we can't access the meter if you can't access the meter. I understand the situation has been frustrating for you, but we don't have any access to a meter if a tenant doesn't, so you'd really need to speak to the person who controls access to the meter in order for us to read it. It sounds like the person who can help in this case is the concierge. Have you asked them to take a meter reading for you? If you were to get a meter reading from them you would just need to use our app or your online account via our website to add the reading to your account.


I'd need to see your account in order to better understand what's been happening with regards to call backs etc, so please feel free to contact me using the details on my profile if you want some help with that.


If the Ombudsman has taken on your complaint we would need to wait for contact from them, but I would be happy to add your post to your notes so that it can be considered during the complaint.


With regards to trying to set up payment, I expect that if you know there's going to be a bill to pay, that you set aside an amount each month for it or alternatively you could set up a Direct Debit if you have an online account. You can also make token payments through our automated phone service, as there's no queue for it. You can find the number for the automated service on our website.


Kind regards


Jenny
Customer Relations Manager

System

What is stopping you - or anyone else for that matter - from accessing your meter? Are other tenants having the same problem?