Rebilled on different tariff

vrx

Bit (sorry a lot) of background... Moved into this property in Nov 2015, person I was living with was responsible for electric/gas bill which was with Spark energy. They left the property in Feb 2017 and I took it over, at which time Spark stated that the account was in £1800 debt, when I spoke to previous bill payer they stated that originally was paying £172 a month and after ~6 months spark said that account was in too much credit so dropped it down to £32 a month and never put it back up. Spark deny doing this saying they manually changed direct debit themselves on online account (there is no way of doing this thought as on online account it just says to contact customer services to change payment).

Anyway since then I have paid off this debt with spark demanding more and more (payments went from £160 to £200 to £220 to £285 / month despite usage being arround £70-80 a month and debt going down).

Debt was under £100 in October so I put in for a switch to another supplier, this was intitally blocked due to debt and following bill, as I was only a week away from normal direct debit coming out (£285) I left that which paid off last bit of debt and bill which then left account in over £100 credit.

Now the issue... I had not received a refund for this credit so I emailed Spark to request this refund, did not hear back from them and received a text duting the week (and subsequently texts and emails every day) saying I owe them ~£220.

I looked at my online account (never had any paper bill from them) and they have deleted all my previous bills and instead have done 2 new bills for gas & electric from 2016 which have put me in this debt, these bills have been generated under tariff I was on when leaving which had changed during my time with them so have overbilled.

I am dreading talking to them as from previous with billing changes it is like talking to a brick wall and they just go off what is on the screen. Also never receiving any paper bill and soley relying on my online account which has had all the old bills deleted (and I never took any copy) I don't even have any proof of this. Only thing I possibly have is an email when switch was going through to say pay final bill (~£120) which was prior to direct debit of £285 coming out.

I know I've not spoke to Spark yet and first conversation will need to be with them but do I have any other options if they stick with this final bill?

System

Spark Energy is now insolvent. Ofgem has appointed Ovo Energy as the Supplier of Last Resort which, in turn, has taken over Spark Energy and its customers. You should have been advised of the change of ownership by Ovo Energy/Spark.

https://www.ofgem.gov.uk/publications-and-updates/ofgem-appoints-ovo-energy-take-customers-spark-energy-supply-limited

I fear that this will add to your problems. The Supplier of Last Resort will repay any credit due to you.

FestiveJoy

Hengus wrote: »

Spark Energy is now insolvent. Ofgem has appointed Ovo Energy as the Supplier of Last Resort which, in turn, has taken over Spark Energy and its customers. ....

We’re delighted that the GB energy regulator Ofgem has selected OVO Energy to take over our customers’ energy supply. If you’re a Spark customer, it’s good news - you don’t need to do anything. Spark will continue to service all aspects of your account under the Spark brand. It’s business as usual

https://sparkenergy.co.uk/useful-info/joining-ovo

OVO takes on Spark Energy’s customers


Tuesday 27th November 2018: We are pleased to announce that Ofgem has appointed OVO Energy to take over Spark Energy's 290,000 customer accounts.



Through the purchase of the operating company we can ensure that Spark Energy will continue to serve customers through its existing team, with minimal disruption to service.



We are proud that Ofgem has chosen OVO as an established independent supplier to take on this role, and we will be working closely with both Ofgem and Spark Energy to ensure an orderly transition.


OVO Energy will honour all outstanding credit balances, including refunds due to customers who have left Spark Energy. We have also committed to retaining Spark Energy’s operations and teams in Selkirk, Edinburgh and Horsham....

https://www.ovoenergy.com/ovo-newsroom/press-releases/2018/november/ovo-takes-on-spark-energys-customers.html

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FestiveJoy

vrx wrote: »

...

I know I've not spoke to Spark yet and first conversation will need to be with them but do I have any other options if they stick with this final bill?

I would urge you, in the first instance, to discuss this issue with your supplier.

Do come back if you need more help or assistance once you have done that.


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HampshireH

They left the property in Feb 2017 and I took it over, at which time Spark stated that the account was in £1800 debt

Starting here, I don't understand why you were asked to or indeed paid someone elses bill. Their account should have been closed and yours opened with the readings from the time.

The debt was the responsibility of the former tenant surely.

JohnB47

Actually I believe you are in a more positive position now. You are out of the hands of Spark Energy and into hands of a company who have every reason to get things right. In my experience, the company taking over these sort of accounts is pretty responsive.

It sounds like you have been doing all the right things - paying off debt even when not really your problem.

Have you a record of meter readings over your time with them? If you have, it would be relatively easy to calculate your bill. (Sounds like you were relying on them keeping the on-line bills for you and now they're gone, which is a pity).

As said, you should have been contacted by now, letting you know of the situation and asking you to take a meter reading. If you haven't already, take one now and keep it handy.

To my mind, you need to sit down and write a report, including dates etc. stating what happened and when. You may not have all the information but record what you can - e.g. what tariff you were initially on, when it changed, what tariff it changed to etc. what you were told was the debit and what you've paid off. This report might then be sent to the new provider, or maybe to the Energy Ombudsman, to argue your case. At the very least, you should not be having to pay back costs for a tariff you weren't on.

For the future - take meter readings monthly and keep a record of them, download and store all bills. You don't have to print them off, just download them and store them on your PC. Take regular backups of your PCs data. This will make your current situation so much easier to untangle.

Good luck.

FestiveJoy

HampshireH wrote: »

Starting here, I don't understand why you were asked to or indeed paid someone elses bill. Their account should have been closed and yours opened with the readings from the time.

The debt was the responsibility of the former tenant surely.

It would appear the OP was a joint tenant at the property
(until the fomer account holder left)


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FestiveJoy

JohnB47 wrote: »

Actually I believe you are in a more positive position now. You are out of the hands of Spark Energy ...

Not if you read my earlier post in this thread.


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HampshireH

It would appear the OP was a joint tenant at the property!
(until the fomer account holder left)

But the account was never a joint account therefore the responsibility for the debt is that of the account holder.

I've not experienced a utility provider sharing another persons debt information so freely with the next person to take on an account at the property & also making them liable.

Hypothetical but if the OP was paying his mate for half the bills then the OP is now paying twice (or 3 times if he is also paying the former tenants half)

JohnB47

FestiveJoy wrote: »

Not if you read my earlier post in this thread.

Ahhh. I've re read it and I see you quoted "If you’re a Spark customer, it’s good news - you don’t need to do anything. Spark will continue to service all aspects of your account under the Spark brand. It’s business as usual".

Hmmm. So not such good news on the customer service front.

vrx

Account was never joint but they did say because I was named on tennancy it is my responsibility. All the emails etc... have been from Spark, will give them a call and you never know they may be happy from the holiday period and get somewhere.