Spark Energy - please help

robcyb

Hi all,
Joined Spark Energy back in August 2017 as previous owners had pre-payment meters which were with Spark Energy. Spark agreed to replace meters with 'normal' credit-based meters and smart meters were installation in September 2017. Direct debit in place, all payment made but no bill.

I discussed the issue of no bill from Spark in January 2018 and was advised there was an 'issue' with billing and my account had not been moved over to a credit-based billing correctly. This was then resolved and I received my first bill. The bill was unfortunately not accurate (although I had a smart meter providing regular reads). They advised the meter reads were on a different system and were not setup to my account correctly. This was then resolved.

Time goes on, and I then started receiving more inaccurate bills with duplicate line entries for charges, and overlapping meter reads (double billing there too). I raised a complaint with Spark Energy in June 2018 and after 8 weeks passed I had the Energy Ombudsmen assist.

Energy ombudsmen provided agreed actions for Spark, and the account was then resolved (accurate billing, etc.). As part of the decision, the ombudsmen and Spark agreed I could move providers based on the poor service I had received. I was in credit on my account up until 2nd November 2018 when the 'final actions' had been implemented.

I switched providers on 28th November 2018 - the exact day Spark Energy Supply Ltd entered administration.

Fast forward to 31st December 2018 I received a text message saying my final bill had been generated and I owed £450. Note I was previously in credit on 2nd November 2018. A matter of 26 days had passed any my account swung from credit to debit of £450. Upon logging into my account, I noticed ALL previous bills were missing/gone (I was unable to view them) and two new 'final' bills were there.

These bills had 433 days of usage on them (back-billed), and essentially was a bill of ALL usage since I became a customer. No unit rates were on the bills, just the pricing.

I rang Spark Energy to dispute these bills, and they advised since it was New Year’s Eve they were unable to resolve the issue then and I would receive a phone call the following week. I then received an e-mail from Spark Energy advising me that my complaint could not or would not be handled since the previous company was in administration. They advised me to talk to the administrator.

I called the administrator and they have advised to go back to Spark as they have no dealing with past or present customers, since Ofgem have appointed a provider of last resort. These bills were created on 31/12/2018 but dated 28/11/2018.

I called the ombudsmen and they have advised similar, that they cannot help as Spark Energy is under new ownership and I would have to restart the complaint process with the 'new' Spark Energy again. This would mean waiting 8 weeks or receiving a dead-lock letter.

I am stuck, and really could do with some advice. I've received text message and e-mails asking for payment, but I know the final bill is not accurate. For instance, on Electricity my meter read was from 84 units through to 4514. This is 4,430 kWh. I've been billed for 11,000 kWh in this 'final' bill.

What are my rights? I really don't want this 'bill' to go into collections as we're close to re-mortgaging.

Thanks in advance.

robcyb

Anyone from Spark Energy and/or customers in this situation with similar experiences? I've e-mailed Spark again and no reply.

Flt._Lt._Biggles

Call the Spark Energy customer helpline:
Telephone: 0345 034 7474

robcyb

Hi Flt. Lt. Biggles, thanks for the reply.

I have called them and they say they can't help me and refer me back to the Administrators. It's a game of ping pong between the two entities now.

I got transferred to the "Executive complains handling team" today via Ofgem's consumer advice line. She was very helpful at first and provided me with information. She then asked to put me on hold, when she came back her tone changed and said she can no longer help me and I have to go back to the Administrators.

Flt._Lt._Biggles

robcyb wrote: »

Hi Flt. Lt. Biggles, thanks for the reply.

I have called them and they say they can't help me and refer me back to the Administrators. It's a game of ping pong between the two entities now.

I got transferred to the "Executive complains handling team" today via Ofgem's consumer advice line. She was very helpful at first and provided me with information. She then asked to put me on hold, when she came back her tone changed and said she can no longer help me and I have to go back to the Administrators.

Go to the administrators if that is what you think needs to happen
e.g. if the bill says its from the administrators and/or says the money must be paid to the administrators

Although if it were me, and the above doesn't apply, I would probably follow this
https://sparkenergy.co.uk/complaints

Former Spark Representative

Hi robcyb

Sorry to hear you're having issues getting the support you need.

If you email me your details to the address given in my profile, I can pass the information over to our Team Manager so that we can look at what we can do or point you in the right direction. I understand it must be frustrating for you at the moment, and I'm sorry that's the case.

Only balance disputes for usage after 28/11/18 can be dealt with by Spark Energy directly, as this relates to usage under the Spark Energy brand owned by OVO Energy.

I'm sorry it's all a bit confusing just now, but I'll do my best for you.

Kind regards

Jenny
Customer Relations Team