Spark Energy and Opos Limit problem

Former Spark Representative

Hi Melinda23

I'm sorry for the delay in responding to your post.

Can you please email the address in my profile with your full name, your supply address and any other details that might be useful?

Kind regards

Jenny
Customer Relations Manager

Sean83

Have been receiving daily phone calls and texts from Opos ltd.
I have never had an energy account with Spark, but they continue to hound me.
Has anyone else been chaser besides never having an account?

markyjsmith

My first time posting anywhere on these forums.

I have been getting nothing but harassment from Spark Energy and Opos Ltd. Daily phone calls from both companies followed up with several text messages a day.
I have tried numerous times (43 at my last count) to try and resolve my situation but alas, Spark are so inept (or their system is) that I just keep going round and round in ever expanding circles.

My story is this:
We moved into my rented property in January 2018. We had already arranged for our previous supplier to supply at our new address. On the day we moved in, on the door mat was a letter addressed to the occupier from Spark Energy. Within a couple of hours I called them to say thanks but no thanks. They still went through the sales pitch etc. but i said no thanks etc.

For several days I got calls from Spark and a phone/broadband provider (I believe are a sister company) telling me how better off I would be going with them. I still politely refused.

About 10 days later, I got a letter through the post from my preferred provider (Utility Warehouse) saying that my current supplier had blocked the switch. I called Spark straight away and said what was going on. They told me there was an outstanding amount on my account. They had my moving in date all wrong along with meter readings etc. I challenged them on this, but still they insisted. I had no bill and they said they would send me one so I could settle.

No bill came...

Couple of weeks later, I started getting calls from Opos, a debt collection agency. Now, this really got me angry. How dare a company send a so called debt to a debt collection agency demanding a payment that I didn't know even know how much it was and without a bill.

Called Spark again (40 min wait on the phone) had to repeat my story and said they would e-mail a bill... No e-mail... no bill.

This went on... and on... and on...

My partner was getting quite upset about this and was worried that bailiffs would be knocking our door any day. I called Spark again on another number I found, it cost me £25 for this call, little did I realise but the number I called was a 0843 number (to be fair Spark Energy did refund me for this). Still no joy after this phone call.

I decided to go through another route and went through a new switching process and chose a different supplier. Gave all the relevant meter readings etc.

A week or so later, I was informed that Spark had once again blocked the switch. At this, I resorted to social media stating that Spark were holding me to ransom asking me to pay an amount of money without a bill... Spark then allowed the switch, at last I was free from Spark Energy... or so I thought!

I have raised two complaints with Spark Energy, neither have they been acknowledged or sorted out.

Since then I have been bombarded with telephone calls, text messages several times a day from both Spark and Opos. Calls from Spark come in the form of a recorded message asking me to pay by debit/credit card etc, there is also an option for them to call me back within 24 hours, I choose this every time but get no phone call, only the recorded message again. I have tried ignoring the calls but they still keep coming. In addition I get daily calls from Opos (a human being this time) asking me for payment, I explain the situation every single day. They even say they can see I have raised two complaints on the system and that they will put a message on the system to get someone from Spark to call me back asap. This never happens, only another call from another member of staff from Opos.These daily calls are also supplemented with daily text messages.

I have challenged Opos to actually take me to County Court as I would defend my case as I have kept most of the correspondance I have had with both of these companies. I'm also exploring the possibility of putting a counter claim in for my wasted time and the stress and anxiety this has caused me and my family. The only thing I don't have is a bill as they have never sent me a one.

I see from here and on other social media sites that I am not alone with my problems with Spark Energy, they really do need to be investigated (again) by OFGEN.

Thanks for reading, I'll be preparing myself for my daily phone calls and text messages whilst at work...

Ian011

markyjsmith wrote: »

little did I realise but the number I called was a 0843 number (to be fair Spark Energy did refund me for this).

Since 13 June 2014 it has been illegal to offer 084, 087 or 09 numbers for customer service lines. Where an organisation fails to comply, the regulations require the call charges to be refunded. So, they were only doing what the law requires them to do when someone complains they are breaking the law. For those who do not complain, they get away with it. Report the breach of regulations to Trading Standards via the Citizen's Advice Consumer Helpline on 0345 404 0506, otherwise they may continue with this forever...

Former Spark Representative

Hi markyjsmith and Ian011

I just wanted to confirm that our official Contact Centre number isn't an 0843 number. I've searched via a search engine, and identified that there are several spurious websites which advertise an 0843 number for getting through to Spark Energy, but these should not be used as the number isn't our official 0345 number.

I have asked our Marketing team if they can look into removing the numbers from those sites so that people don't use them, and I recommend only using the contact details advertised on our website or on our bills, as that's an 0345 number.

Kind regards

Jenny
Customer Relations Manager

Ian011

Spark_Energy:_Jenny wrote: »

I just wanted to confirm that our official Contact Centre number isn't an 0843 number. I've searched via a search engine, and identified that there are several spurious websites which advertise an 0843 number for getting through to Spark Energy, but these should not be used as the number isn't our official 0345 number.

I have asked our Marketing team if they can look into removing the numbers from those sites so that people don't use them, and I recommend only using the contact details advertised on our website or on our bills, as that's an 0345 number.

Those third-party websites are examples of the "call connection service" scam. You will need to report those websites to ASA as being misleading so that this can go on record and open the door for further action to be taken.

Additionally, issuing a notice to all of your customers, and prominently on your own website, warning that any and all premium rate 084, 087 or 09 numbers advertised as numbers to contact you on are fake or scams.

This is a pernicious scam that snags several thousand victims per day. You will need to be very proactive to counter this.

Im_A_Mouse_In_Need

FAO Jenny, I submitted this on same Resolver case (RES5529692) and it has not been answered in 6 days. I am happy to open another case on Resolver although I would think that makes for worse statistics regarding complaints against Spark. Sensitive information removed below:

Thanks for resolving the previous issue regarding incorrect billing.

I have now moved out of the property and have a further problem of similar type.

The final meter reading (which I have my own picture of, and this agrees with the checkout report done by the company used by the lettings agent) is 86531 (taken 6th August 2018)

New tenants moved in to the property 2-3 weeks afterwards. I believe they have given Spark the reading for when they moved in, which has been passed to my supplier (Scottish Power) at the end of tenancy. The reading Scottish Power have used for my final bill is 87159.

I have been billed for 628 kW hours of electricity which was consumed between tenants, when the owner of the property is liable for energy bills.

Scottish Power say they need Spark Energy to resolve the problem and amend the reading to the correct figure for the end of my tenancy, as they say changing the figure at their end will lead to Spark changing the figure back.

The correct thing to do here is create an account for the property owner to pay her bill for the period where the property was vacant, so Spark are paid for the energy consumed after they have taken over the supply at this address.

The lettings agent are tenant finders only, the owner manages the property herself. Agent does pass tenant details to Spark but they do not take readings when new tenants move in. They will confirm the start date of the new tenancy though. The person to speak to there is:

............

The property owners liable for the interim bill are:

................

And the property this bill relates to is:

..................

You were so helpful in resolving the previous issue on here. I would appreciate if you can fix this also. I have spoken to the lettings agent and they agree that the owner of the property is liable for this bill.

The agents can also confirm the final reading at the end of my tenancy, I can supply photo as well.

jigwar

I raised a query via the Spark Customer Experience email address 1 week ago (25th Sept) re an outstanding debt being handled now by Opos, for a rental property.

I have never had an account with Spark, and am assuming the debt relates to the previous tenant.

Let's hope Jenny sees this and can follow up.

Steve

wavelets

jigwar wrote: »

I raised a query via the Spark Customer Experience email address 1 week ago (25th Sept) re an outstanding debt being handled now by Opos, for a rental property.

I have never had an account with Spark, and am assuming the debt relates to the previous tenant.

Let's hope Jenny sees this and can follow up.

Steve

Whilst you arae awaiting Jenny, (she has not been around these parts for the last 2 weeks) can I be the first to give you a warm welcome return to MSE
https://forums.moneysavingexpert.com/showpost.php?p=74780609&postcount=279 :cool:
Shame you couldn't hang around here long this time...:cool:

I trust all your parking troubles are now well behind you too ...
Such a shame about Barry Beavis, eh?

As regards the debt here, is the demand in your name?
If it is, then I can confirm it is your debt
If it is not, then I doubt the crediter will discuss the debt with you, as it is not yours

Jonathan_Cook

First of all, it takes about an hour to get anyone to answer the phone. Once they do its just lie after lie. I have had nothing but problems with them for 2 months now. From an imperial meter to final readings, everything they promise they don't honour. Now they are taking me to the debt collectors. I am happy in paying the final bill, but with them not having the correct final readings, how can I pay the correct amount.

No doubt this Jenny person will write on here appeasing me saying we'll sort it out if you forward your name and address etc.But I honestly don't believe a word this company says.

I've spoken to nearly everyone in this company and they tell you what you want to hear then do nothing about it.

Avoid this company!!!