Spark NO MORE

ferdinand0

Hi All,

I am new of the forum which I found while googling my current issue with Spark Energy. Hoping that you can give any advice...
I have been with Spark since I moved to my current flat (just more than two years), during this time I have been paying what they estimated I was using for electricity and gas bill (about £47 a month in a two bedrooms flat). Since the bill was reasonable, I have never been bothered (my mistake) of sending them a meter reading, until they decided I was not paying enough. Suddenly (last June) they have started charging me £290 per month saying this was their new estimation and I thought I have might not paid enough before and they were getting they missed. However, after few months the bill was not changing I finally decided to investigate what was going on. I got in contact with them and they suggested to give them a meter reading. This is where the fun begins... I was able to correctly submit a reading of my Gas meter and of the day reading for the electricity (R1) but NOT of the night reading (R2). The reason behind that is that whoever did it before me, submitted a wrong value for the night reading (a lot higher of the current one). Their system shows 00994, my meter shows 00767 when I last check. Obviously the system would not accept a value lower than the previous submitted.
I was asked to send all the info (pictures of the meters with the reading with all the values visible via email and so I did. After a couple of weeks the customer service got in contact with me and said they had sent my information to the team dealing with dispute of meter reading and that they would have given me an update when they had one. The 9th of January will be 8 weeks since I sent all the info and no one as ever got in contact with me to give me any kind of update. I have been sending emails asking for updates and also involved the citizen advice which gave them a call and told me they legally have 8 weeks before we can involve a lawyer in the dispute. As soon as the 8 weeks will be passed I will get in contact with the citizen advice again and have them deal with Spark to help me solving this issue since Spark is not bothered to answer me.
By the way, I also currently have a credit of £697 according to their system...

As anyone experienced anything like this before with Spark or another energy supplier? It is quite frustrating since I have been paying £290 a month since June till now and half of December I wasn't even home because I was on holiday.

Thank you to anyone who will be willing to read all the above and give any sort of advice

Have a good weekend!

D_M_E

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

ferdinand0

Hi D_M_E,

I know they have stopped trading and OVO Energy has taken over their client but still they had no problems keep taking my money after they stopped trading. Should I just consider lost my money?

Former Spark Representative

Hi ferdinand0

Sorry to hear about this.

If you drop me a line to the email address in my profile, confirming your full name and supply address, then I can have a look at this for you.

Kind regards

Jenny
Customer Relations Team

D_M_E

If they kept taking yourDD then go back to your bank and tell them you want to invoke the DD guarrantee and want all those payments taken since you moved returned to your account.

Also tell the bank to prevent them taking anything else by DD - there's some sort of marker that can be put on the account for this - but ask if DD can be left in place until your refund has been processed and received.

Cannot understand why the Spark rep is still offering assistance with these matters when Spark Energy are no more and their customer base has been transferred elswhere.

grumpycrab

Perhaps the spark team are now employees of OVO?

wavelets

D_M_E wrote: »

If they kept taking yourDD then go back to your bank and tell them you want to invoke the DD guarrantee and want all those payments taken since you moved returned to your account.

Also tell the bank to prevent them taking anything else by DD - there's some sort of marker that can be put on the account for this - but ask if DD can be left in place until your refund has been processed and received.

Cannot understand why the Spark rep is still offering assistance with these matters when Spark Energy are no more and their customer base has been transferred elswhere.

On what possible basis? :huh:

The OP set up a DD to pay their energy to Spark when they moved to their current address 2 years ago.

Despite Ovo having recently bought Spark out of administration, Ofgem states customers should not cancel their DDI
(presumably as Ovo plan to continue to use it)

Former Spark Representative

Hi D_M_E

I just wanted to clarify that although Spark Energy Ltd are no longer trading, Spark Energy the brand continues as part of the OVO family, so I'll continue to be here helping Spark Energy customers who have concerns about their accounts.

There's more information on our website and all of our customers were notified about this last year via email and social media.

Kind regards

Jenny
Customer Relations Team

wavelets

ferdinand0 wrote: »

Hi All,

I am new of the forum which I found while googling my current issue with Spark Energy. Hoping that you can give any advice...
I have been with Spark since I moved to my current flat (just more than two years), during this time I have been paying what they estimated I was using for electricity and gas bill (about £47 a month in a two bedrooms flat). Since the bill was reasonable, I have never been bothered (my mistake) of sending them a meter reading, until they decided I was not paying enough. Suddenly (last June) they have started charging me £290 per month saying this was their new estimation and I thought I have might not paid enough before and they were getting they missed. However, after few months the bill was not changing I finally decided to investigate what was going on. I got in contact with them and they suggested to give them a meter reading. This is where the fun begins... I was able to correctly submit a reading of my Gas meter and of the day reading for the electricity (R1) but NOT of the night reading (R2). The reason behind that is that whoever did it before me, submitted a wrong value for the night reading (a lot higher of the current one). Their system shows 00994, my meter shows 00767 when I last check. Obviously the system would not accept a value lower than the previous submitted.
I was asked to send all the info (pictures of the meters with the reading with all the values visible via email and so I did. After a couple of weeks the customer service got in contact with me and said they had sent my information to the team dealing with dispute of meter reading and that they would have given me an update when they had one. The 9th of January will be 8 weeks since I sent all the info and no one as ever got in contact with me to give me any kind of update. I have been sending emails asking for updates and also involved the citizen advice which gave them a call and told me they legally have 8 weeks before we can involve a lawyer in the dispute. As soon as the 8 weeks will be passed I will get in contact with the citizen advice again and have them deal with Spark to help me solving this issue since Spark is not bothered to answer me.
By the way, I also currently have a credit of £697 according to their system...

As anyone experienced anything like this before with Spark or another energy supplier? It is quite frustrating since I have been paying £290 a month since June till now and half of December I wasn't even home because I was on holiday.

Thank you to anyone who will be willing to read all the above and give any sort of advice

Have a good weekend!

You can get yourself a lawyer at any time to act for you in this matter.

... Or you can contact Jenny yourself, as she invites you to above

VfM4meplse

Spark_Energy:_Jenny wrote: »

Hi ferdinand0

Sorry to hear about this.

If you drop me a line to the email address in my profile, confirming your full name and supply address, then I can have a look at this for you.

Kind regards

Jenny
Customer Relations Team

Glad to see your continued presence on the forum!

wavelets wrote: »

You can get yourself a lawyer at any time to act for you in this matter.

... Or you can contact Jenny yourself, as she invites you to above

I'd recommend this from previous experience.

ferdinand0

Hi everyone and thanks for your advises and support.

Spark_Energy:_Jenny wrote: »

Hi ferdinand0

Sorry to hear about this.

If you drop me a line to the email address in my profile, confirming your full name and supply address, then I can have a look at this for you.

Kind regards

Jenny
Customer Relations Team

Hi Jenny, last Friday I found your contact looking around the forum, wrote an email to the address in your address and someone in the team has been helping me since then. Finally, we have been able to reset the R2 value to correct one and I should receive soon a refund.


Thank you.