Spark energy, very irritating

peter12345678910

I did record the last phone call to Spark. Though it is a 1 hour recording it only has a 5 minute conversation including the date and time of the recording. 

Also found a letter template here

https://www.citizensadvice.org.uk/consumer/template-letters/letters/energy/letter-to-complain-to-your-energy-supplier/

Though I should check flat if they have amended the bill, then again it is time wasting, maybe just write the letter and include a picture of the latest reading. 

dogshome

The Citizen Advice template isn't quite right.

Until you have used the actual word 'Complaint' in a Phone Conversation, Email or Letter, and the supplier has acknowledged it by giving you a Complaint number, the timeline for you to go to the Ombudsman doesn't start.

(Letter is best as receipt of Phone Calls & Emails can be denied, and have been by some of the more slippery suppliers )

The start date of the 8 week, (56 Days), span for the supplier to fix the problem before you can go to the Ombudsman, is the date you made a formal Complaint - In your case the date on the letter you are sending.

Yes, the supplier is supposed to send you a 'Deadlock' letter, but that rarely happens - It is your RIGHT to go directly to the Ombudsman 56 days after the date you sent the Complaint letter, even if the supplier has failed to acknowledge it

brewerdave

dogshome said:

Until you have used the actual word 'Complaint' in a Phone Conversation, Email or Letter, and the supplier has acknowledged it by giving you a Complaint number, the timeline for you to go to the Ombudsman doesn't start.

(Letter is best as receipt of Phone Calls & Emails can be denied, and have been by some of the more slippery suppliers )

Not quite true - in my complaint to the Ombudsman, I produced all the evidence I could that I had made multiple complaints to Together Energy over 4 months and , altho' TE had NEVER replied to anything I had sent them , the EO accepted the case.

peter12345678910

Together Energy appear as bad as Spark. Though I cannot change supplier according to citizen advice:

You've been in debt for more than 28 days

If you've owed the money to your supplier for more than 28 days, you can't switch supplier until you've paid the money back.

You can't be stopped from switching if it's your supplier's fault that you're in debt - for example because they've estimated your bill wrong. If you do owe them money you'll still need to pay this when you get your old supplier's final bill.

Update to post

Went on USwitch, octobus looks good and there is no exit fee. So the tenant when they come can change supplier. Though Spark will probably reject the change there is no harm in trying to change. 

peter12345678910

I did write the letter to ombudsman, but I did not post it. I kept ringing spark, it was a roller coaster ride. But eventually it was sorted out using the message dialogue thing on their website, which by passed the very sinister telephone operators and went to probably some person in India who set it right.

I belive Spark have moved away from OVO to another company, the saga continues...