Spark Energy

Bear_Sock

Hey there,
So I'm in charge of essentially working out whats going on with my mothers energy bills, she's very sick and can't use tech so.

Anyways, without telling me she moves to Spark Energy a few months back then moves or Orbit or something this month. This is all whatever.

However, Sparks 'final bill' is asking for £120ish (with some credit in the account taken off the initial £180 bill) and trying to direct debit out £150 in a couple of weeks. The energy useage is correct, what isn't is the debited amount.

Via direct debit we should be £120 in credit by now, leaving the usual £60 a month we pay as usual. Yet, the December £60 payments been taken from our credit as a 'adjustment' for a credit transfer. I don't understand whats happened here or why they've taken that money out?

As its the weekend I can't contact them for clarity until monday, but obviously I'm not happy they've taken £60 out of our credit to god knows were leaving us with a large bill like that.

Any ideas of why this happened and what can be done about it? Anything specific I should say on monday contacting the company. My mother has vascular dementia and taking that much money out would leave us literally unable to eat ect. I wouldn't mind and would happily set up something to pay the balance off bit by bit if it was an error on our side, but its very clear in the statement £60 has been vanished away for no explained reason?

macman

Any debt on the account is due as soon as the switch away is concluded, you won't normally be offered additional time to pay.
Are you aware that Spark in in administration and that Ovo (not Orbit) are the appointed supplier of last resort? Has the transfer to Ovo actually completed?

brewerdave

Bear_Sock wrote: »

Via direct debit we should be £120 in credit by now, leaving the usual £60 a month we pay as usual. Yet, the December £60 payments been taken from our credit as a 'adjustment' for a credit transfer. I don't understand whats happened here or why they've taken that money out?

As its the weekend I can't contact them for clarity until monday, but obviously I'm not happy they've taken £60 out of our credit to god knows were leaving us with a large bill like that.

Any ideas of why this happened and what can be done about it? Anything specific I should say on monday contacting the company. My mother has vascular dementia and taking that much money out would leave us literally unable to eat ect. I wouldn't mind and would happily set up something to pay the balance off bit by bit if it was an error on our side, but its very clear in the statement £60 has been vanished away for no explained reason?

Apparently OVO have been taking the last payment made to Spark as a "deposit" for their energy supply - this leaves the old Spark account short - you will find that it has happened to many others -just search for threads re the OVO takeover of Spark accounts.

Bear_Sock

Does anyone know what exactly that means for the balance on the account at all?

I contacted Sparks twitter and they just vaguely stated that "any balance due at this point would be payable to KPGM" with no mention of how to see what the balance is due for them or how to pay them. If the 'deposit' is counted towards our final bill I'm fine with it.

The Spark accounts been given a new number and mentioned the change of ownership when I checked the account so I'm not sure if the changeover is done or not?

By moved to Orbit I meant she's switched providers so we're not with spark/ovo anymore, apologies for lack of clarity in the OP.

Former Spark Representative

Hi Bear_Sock

Sorry to hear about this.

Can you pop me an email to the address in my profile please? I'll need your forum name, you and your Mum's real names, the supply address and the best number to call on.

Mark your email for my attention and it'll be passed directly to me. More than happy to see how I can support you both in getting this sorted.

Kind regards

Jenny
Customer Relations Team