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Never ending account set up with Spark Energy
Hello,
looking for some advise.
We have moved to a new property (rented) in January. The estate agent has switched the property to a new supplier Spark Energy for both Gas and Electricity.
Spark has sent us a welcome letter saying they start to supply us with Electricity from the 18 January and Gas 30 January.
On 29 January I went onto the My Account on the Spark's website to register online. When I set up online I could see the Gas supply already on My Account but for Electricity it said 'Not supplied'. I contacted Spark via phone and they said this was some issue on their system and they would ask for it to be corrected.
As of today it has still no be completed. I have spoken to them numerous times, each time they said the work would be completed within 48 hours. Never happens.
My issue now is that the tariff they we are currently on with Spark is very expensive (as it's a move in tariff) but due to their ongoing work they have rejected a switch to a different (cheaper) provider that I have requested.
Where do I stand? Could they keep rejecting the switch requests? How long should the initial customer set up take? When I asked about why I still haven't been set up they claimed it "may be delayed in these instances due to the takeover by OVO and having to rebill and create new accounts for all customers". The take over happened in November last year, so I'm now worried that this is now affecting me as a new customer and how much longer will they force me to remain on the expensive tariff with them?!
I have raised a complaint with Spark already and keep chasing them on a daily basis but seem to be getting nowhere. Any advice on what can we do now, or if there is a way we can ask Spark to re-reimburse us for the costly tariff whilst we are with them would be appreciated.
looking for some advise.
We have moved to a new property (rented) in January. The estate agent has switched the property to a new supplier Spark Energy for both Gas and Electricity.
Spark has sent us a welcome letter saying they start to supply us with Electricity from the 18 January and Gas 30 January.
On 29 January I went onto the My Account on the Spark's website to register online. When I set up online I could see the Gas supply already on My Account but for Electricity it said 'Not supplied'. I contacted Spark via phone and they said this was some issue on their system and they would ask for it to be corrected.
As of today it has still no be completed. I have spoken to them numerous times, each time they said the work would be completed within 48 hours. Never happens.
My issue now is that the tariff they we are currently on with Spark is very expensive (as it's a move in tariff) but due to their ongoing work they have rejected a switch to a different (cheaper) provider that I have requested.
Where do I stand? Could they keep rejecting the switch requests? How long should the initial customer set up take? When I asked about why I still haven't been set up they claimed it "may be delayed in these instances due to the takeover by OVO and having to rebill and create new accounts for all customers". The take over happened in November last year, so I'm now worried that this is now affecting me as a new customer and how much longer will they force me to remain on the expensive tariff with them?!
I have raised a complaint with Spark already and keep chasing them on a daily basis but seem to be getting nowhere. Any advice on what can we do now, or if there is a way we can ask Spark to re-reimburse us for the costly tariff whilst we are with them would be appreciated.
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Comments
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Hi Rybana131
Sorry to hear about this.
Getting a new account set up shouldn't cause this amount of hassle, and if you're a new tenant you should be able to switch.
Can you please email the address in my profile? I'd need you to confirm your forum name, your real name, your full address and the best number to call you on.
Happy to help with this if I hear from you.
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
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