Spark Energy - Ignoring Complaints Advice?

Southpaw18

Hi All, Posting for a friend im trying to assist on an issue with, will be as brief as I can.


So she moved into rented housing 5 months back, Spark were the standard supplier, she went to leave, but they offered her a decent deal, and she stayed with them. At this point they tried to foot a £200+ bill on her, which clearly was linked to old tenants, she made this clear, on two occasions that it was not, and could not be her bill.


Few months down the line, spark have amended her DD from £44 to nearly £150 to make up for the shortfall!

From here, as they clearly didn't listen over calls she emailed customer service to complain, and cancelled the DD so they couldn't take this money (Single mother, that sort of money cant be taken) she emailed CS, and asked for a reply in 3 days, didn't get it.

Called and asked for a specific complaints email, so forwarded here and gave another 3 days. No confirmation email, no reply... nothing.

Finally, emailed both emails (We know its been received as the girl who gave over the email for complaints confirmed it was in the mailbox) and still no response from either side.


Whats the route now? Is it worth a pretty firm call here, or is this grounds for ombudsman? I have seen via google LOTS of issues with Spark, specifically ignoring customer requests, so its obviously not a one time thing, but wondered what you think is best?


thanks all

footyguy

Southpaw18 wrote: »

Hi All, Posting for a friend im trying to assist on an issue with, will be as brief as I can.


So she moved into rented housing 5 months back, Spark were the standard supplier, she went to leave, but they offered her a decent deal, and she stayed with them. At this point they tried to foot a £200+ bill on her, which clearly was linked to old tenants, she made this clear, on two occasions that it was not, and could not be her bill.


Few months down the line, spark have amended her DD from £44 to nearly £150 to make up for the shortfall!

From here, as they clearly didn't listen over calls she emailed customer service to complain, and cancelled the DD so they couldn't take this money (Single mother, that sort of money cant be taken) she emailed CS, and asked for a reply in 3 days, didn't get it.

Called and asked for a specific complaints email, so forwarded here and gave another 3 days. No confirmation email, no reply... nothing.

Finally, emailed both emails (We know its been received as the girl who gave over the email for complaints confirmed it was in the mailbox) and still no response from either side.


Whats the route now? Is it worth a pretty firm call here, or is this grounds for ombudsman? I have seen via google LOTS of issues with Spark, specifically ignoring customer requests, so its obviously not a one time thing, but wondered what you think is best?


thanks all

Please pass this information to "your friend", and ask them to follow it carefully
https://sparkenergy.co.uk/complaints

Good luck!

Former Spark Representative

Hi Southpaw18

Sorry to hear about the issues that your friend is having.

As long as your friend gave us her move in meter readings and confirmed her move in date, we would only be charging her for her usage, although it does sound like the balance is a concern.

When your friend emailed our Complaints team, she should have got a confirmation email from us, and there's a two working day timescale for an initial response.

I work in our Complaints team so it might be an idea for your friend to contact me using the details in my profile so I can locate her email and make sure that we address all of her concerns.

Please ask her to contact me confirming her full name, supply address and it would also be good to know if she can forward over the email that she sent to the Complaints inbox.

Kind regards

Jenny
Customer Relations Manager

Southpaw18

Thanks Jenny, Have passed it on and she has just emailed the customer experience email address in your profile for your attention. thanks

Former Spark Representative

Hi Southpaw18

Thanks for letting me know.

I've checked and I have received the email so I'll look at it this morning.

Kind regards

Jenny
Customer Relations Manager