Spark Energy...Unable to complain..

Ashleigh_M

Hello,

This is my first post, I am at my wits end with Spark Energy and just found out today they are no longer trading?!

I left my rented property which Spark Energy was automatically connected as my supplier on the 30/07/2018.

I chased Spark for 2 months for a final bill! Which will have no doubt cost a fortune as you can easily wait 30mins+ to speak to someone. Eventually they got the final bill produced on the 04/10/2018. Within 2 weeks they had sent my account the a debt collections agenciy with no written notice of this. Safe to say I was furious...

I have then been again waiting 30+ minutes to get through to them to be advised I need to wait on a call back from a manager to complain, twice now been promised call backs that have never happened. On my most recent contact which was within the last two weeks promised a call back again and also when I asked for complaints email I was told I cannot register a complaint without speaking to a manager first. So basically I’m not getting a manager call back but being told I can’t register a formal complaint until I do so?

I also need to add they have text me every single day since the bill was generated which I am sure is classed a harassment. I’ve now also been receiving emails saying my bill is seriously overdue and their getting ready to pass to a debt collection agency although it already has been? Plus I’m actually being contacted for spark for the debt and the agency at the same time which I am sure is a breach of compliance?(I checked this with my works compliance officer who believes it is too?).

Also on my recent contact they stated they cannot hold the account whilst I wait on a call back to get a complaint registered. Also on that call the agent stated that the bill was wrong as they had my move out date as 30/08/2018, so I clearly said so your basically telling me you are pursuing a balance which you know is incorrect?(which I think is also a breach of compliance) and she said yes. She would get it escalated I the billing team and would be recalculated within 24-48 hours. During this time I was still being contacted my spark and the debt collection agency. Well over the time frame given and still receiving texts for the same balance as before.

I am at my wits end, sorry for the long post I just wanted to make sure I tried to cover all points to get relevant advice, at this stage I’d appreciate all advice. I am at a loss what to do now since they have stopped trading have a funny feeling staff may have known about this and partially why no one has cared to help? Ps still receiving texts from them and the agency although they’ve stopped trading? I have submitted through their website a subject access request for a bunch of stuff as I fear once this is passed to a new provider there will be no evidence of the hassle I have had and contact made.

No doubt there is other things that I have missed above but any advice would be greatly appreciated 😑

JJ_Egan

MSE News: Spark Energy ceases trading - here's what you need to know

https://forums.moneysavingexpert.com/discussion/5928435/mse-news-spark-energy-ceases-trading-heres-what-you-need-to-know

Former Spark Representative

Hi Ashleigh M

I'm sorry to hear about this.

If you email your complaint details to the address given in my profile, along with your full name and supply address, then I'll be happy to help you with this.

Kind regards

Jenny
Customer Relations Team

System

Spark_Energy:_Jenny wrote: »

Hi Ashleigh M

I'm sorry to hear about this.

If you email your complaint details to the address given in my profile, along with your full name and supply address, then I'll be happy to help you with this.

Kind regards

Jenny
Customer Relations Team

Forgive me, but how can a supplier that has legally stopped trading have a compliant complaints procedure, and a customer services representative that is allowed to post on this forum? Until Ofgem appoints a SoLR or there is a formal takeover by another supplier, my advice to the poster would be to do nothing. This matter is something that will need to be dealt with by the SoLR and Spark’s legally appointed administrator. Or am I missing something?

Ashleigh_M

Thanks JJ Egan, I had a read of that thread but doesn’t give much information regarding dispute with them or the lack of call back to complain 😔 I’ve been trying to get this sorted for months now and just at my wits end. Also curious if anyone else though some of the things they were doing was breaching compliance some where?

Received more texts from spark today and also call from the DCA

Ashleigh_M

Hengus, yeah I am confused by this too. Considering the agent I spoke to said I can’t register a complaint without speaking to a manager first so kind of feel lied to also? I asked them for a complaints email address and that was their reply.

With Spark no longer trading has just thrown a bigger spanner in the works of this nightmare situation 😔