Spark withholding credit until final bill is produced

not_your_kind

Hi all, 

I have finally been able to escape Spark Energy. I have credit which I requested a refund for  but the lady I spoke to online said that it wasn't allowing her to create a credit request because my final bill had not yet been produced. She said she would escalate it (heard that many times before from them) but its likely the finance team would reject it due to my final bill pending.

My final bill will be for 4 days energy (electric only) . Can/should I push further?

Thanks in advance,
Em

MWT

The time to request the refund was before the switch, at this point it is normal for them to want to complete the final bill before refunding the balance.

matelodave

They should produce a final bill within six weeks (although that's not mandatory) and then refund any credit with two weeks after that (which is). You should therefore expect to wait up to eight weeks after you've left them before you get your refund. So you can push all you like but it probably wont help much

They are not obligated to give you any interim payments but you can start complaining if your final bill hasn't arrived after six weeks, you can also claim £30 penalty if they don't pay your refund within 14 days of the final bill.

Gerry1

matelodave said:

They should produce a final bill within six weeks (although that's not mandatory) and then refund any credit with two weeks after that (which is). You should therefore expect to wait up to eight weeks after you've left them before you get your refund. So you can push all you like but it probably wont help much

They are not obligated to give you any interim payments but you can start complaining if your final bill hasn't arrived after six weeks, you can also claim £30 penalty if they don't pay your refund within 14 days of the final bill.

No, it's changed since 1 May 2020.  £30 automatic compo if former supplier fails to send a final bill within six weeks of a switch.

matelodave

That's good then, so the OP could, if he's patient, get £60 if Spark don't do what they are supposed to do within the timescales. Should help concentrate some of the lazy suppliers to get on with it.

Interesting though. 15 working days implies three weeks (assuming that a week is five working days) but the production of a bill is six weeks. I guess he might have to wait nine weeks for his money then. Still worth it for an extra £60 

MWT

Yes, as long as the switch didn't happen before 1st May, it looks like there is a good chance they will have to pay out for missing the final bill deadline...

... of course it would be better if the various providers just stuck to the timetable...