We'd like to remind Forumites to please avoid political debate on the Forum. This is to keep it a safe and useful space for MoneySaving discussions. Threads that are - or become - political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
Do not go for spark energy!!!!
This is a long rant but honestly I've so furious at Spark Energy, I cannot express in words how useless and Inept they are but here goes.
I joined Spark on 28th September 2017 through the estate agency (Camberley) and left the property on the 28th September 2018 to move back into London so my time with Spark is done as I chose a different provider at the new property.
During my time with Spark, I thought I was getting good deals with them but that is ONLY plus side to them. Everything else, they are useless. I pay a monthly about of £49.00 as it was economy 7 meter so we only had electric, no gas. But on 3 occasions, they have increased my bill to £129 and twice over £200. Absolutely no idea how they can even come up with amount and I updated my meter reading so they're Maths is just off. I had to call in numerous of times to get this sorted and one time, they actually took the £200 off my account and had to call in and claim an amnesty claim from my bank.
Even getting on the phone with them is an absolute pain, not only there is an incredible long wait sometimes (4 times I called in, I have waited over an hour) and it's not only the wait that annoys me, its the damn holding music as well. You genuinely only hear 15 seconds of music or less, than you hear an automated voice for 30 seconds, then music for 15 seconds, then voice again. SERIOUSLY, just put on the music for 5 minutes, who in the world wants to hear the same voice every 15 seconds. It really makes you feel to give up.
They now supplied me with the final bill at originally this was around £65, then couple of days later I had a revised bill and this time it was around £75 and this was very bizarre. It turns out that they have the dates mixed up as they charged me till the 5th October 2018 rather than 28th September.
At first, I waited for them to rectify this but when I called in, my account went to Opus which meant is with Debt collectors. Not a DAMN SINGLE call to notify me, they just did this automatically. This made me absolutely furious as Spark is completely irresponsible and the fact this affected my credit history cause of their error meant I couldn't even call them directly. Had to go through Opus and they would direct me to Spark. Even with this method the phone automatically hung up so I resorted to "Ami" online chat service on Spark Website and addressed my issue. They told it will take 3-5 business day to revise the bill. Called Opus to inform them and they put the account on hold until Spark contacts them.
Fast forward 2 weeks and I receive an email stating the bill hasn't been paid and they will send my account to Debt collectors. Not only they didn't do nothing!!! but they didn't even contact Opus and they tried to go for another Debt collectors as Opus can only hold the account for 3 weeks. This was absolutely absurd and this was the last straw.
I called in again and I finally got on hold with the account manager at Spark, expressed my anger at them explaining the situation, they apologised and they said it will take 5-7 business days ensuring this will be resolved.
Fast forward to next week, get a new bill of around £76 this time and again the same date period. WHAT THE HELL IS UP WITH THEM!!!!!!!!!!!!!!!!!!!!! Never have I seen a company so damn disorganized and has no regard with customer satisfaction. I called in today and again, the long wait, annoying voice where I feel like I'm going to lose it, then finally get on hold with another account manager. Told them my issue and they said they will look into the issue and rectify this urgently, before she left, I asked to why this hasn't been sorted out yet as I've contacted them numerous times to resolve this. She couldn't explain to why this hasn't been resolved but just that it will be resolved urgently.
I asked to file an official complaint and she had the audacity to ask why. Seriously!! I just told you the issue I have and you think I'm going to let this slide by. Waiting for the manager to call me back to file a complaint so still waiting on the call.
But avoid Spark Energy at all costs, they are just not worth it in terms of customer experience and lack of correct services, finance with your direct debit as they treat your account like a toy, and more importantly, they are completely irresponsible and will put your account to debt collectors without warning if you're not vigilant.
Guess I did manage to express in words
I joined Spark on 28th September 2017 through the estate agency (Camberley) and left the property on the 28th September 2018 to move back into London so my time with Spark is done as I chose a different provider at the new property.
During my time with Spark, I thought I was getting good deals with them but that is ONLY plus side to them. Everything else, they are useless. I pay a monthly about of £49.00 as it was economy 7 meter so we only had electric, no gas. But on 3 occasions, they have increased my bill to £129 and twice over £200. Absolutely no idea how they can even come up with amount and I updated my meter reading so they're Maths is just off. I had to call in numerous of times to get this sorted and one time, they actually took the £200 off my account and had to call in and claim an amnesty claim from my bank.
Even getting on the phone with them is an absolute pain, not only there is an incredible long wait sometimes (4 times I called in, I have waited over an hour) and it's not only the wait that annoys me, its the damn holding music as well. You genuinely only hear 15 seconds of music or less, than you hear an automated voice for 30 seconds, then music for 15 seconds, then voice again. SERIOUSLY, just put on the music for 5 minutes, who in the world wants to hear the same voice every 15 seconds. It really makes you feel to give up.
They now supplied me with the final bill at originally this was around £65, then couple of days later I had a revised bill and this time it was around £75 and this was very bizarre. It turns out that they have the dates mixed up as they charged me till the 5th October 2018 rather than 28th September.
At first, I waited for them to rectify this but when I called in, my account went to Opus which meant is with Debt collectors. Not a DAMN SINGLE call to notify me, they just did this automatically. This made me absolutely furious as Spark is completely irresponsible and the fact this affected my credit history cause of their error meant I couldn't even call them directly. Had to go through Opus and they would direct me to Spark. Even with this method the phone automatically hung up so I resorted to "Ami" online chat service on Spark Website and addressed my issue. They told it will take 3-5 business day to revise the bill. Called Opus to inform them and they put the account on hold until Spark contacts them.
Fast forward 2 weeks and I receive an email stating the bill hasn't been paid and they will send my account to Debt collectors. Not only they didn't do nothing!!! but they didn't even contact Opus and they tried to go for another Debt collectors as Opus can only hold the account for 3 weeks. This was absolutely absurd and this was the last straw.
I called in again and I finally got on hold with the account manager at Spark, expressed my anger at them explaining the situation, they apologised and they said it will take 5-7 business days ensuring this will be resolved.
Fast forward to next week, get a new bill of around £76 this time and again the same date period. WHAT THE HELL IS UP WITH THEM!!!!!!!!!!!!!!!!!!!!! Never have I seen a company so damn disorganized and has no regard with customer satisfaction. I called in today and again, the long wait, annoying voice where I feel like I'm going to lose it, then finally get on hold with another account manager. Told them my issue and they said they will look into the issue and rectify this urgently, before she left, I asked to why this hasn't been sorted out yet as I've contacted them numerous times to resolve this. She couldn't explain to why this hasn't been resolved but just that it will be resolved urgently.
I asked to file an official complaint and she had the audacity to ask why. Seriously!! I just told you the issue I have and you think I'm going to let this slide by. Waiting for the manager to call me back to file a complaint so still waiting on the call.
But avoid Spark Energy at all costs, they are just not worth it in terms of customer experience and lack of correct services, finance with your direct debit as they treat your account like a toy, and more importantly, they are completely irresponsible and will put your account to debt collectors without warning if you're not vigilant.
Guess I did manage to express in words
0
Comments
-
Hi woz94
Sorry to hear about this.
Hopefully you'll have had your manager call back by now, but if not, please email me using the address given in my profile and I'll be happy to help.
It would be useful if you could confirm your MSE screen name, your real name and your full supply address in your email.
Kind regards
Jenny
Customer Relations Team“Official Company Representative
I am the official company representative of Spark Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Hi,
It's been 48 hours and yet I haven't received a call yet from the manager. Seems like they genuinely don't care.
I'll PM you using my profile and provide you with the details. Please sort this out ASAP.
Kind regards
Woz940
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 348.6K Banking & Borrowing
- 252.3K Reduce Debt & Boost Income
- 452.5K Spending & Discounts
- 241.3K Work, Benefits & Business
- 617.8K Mortgages, Homes & Bills
- 175.8K Life & Family
- 254.5K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 15.1K Coronavirus Support Boards