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  • FIRST POST
    • luccaforum751
    • By luccaforum751 19th Jul 17, 3:16 PM
    • 2Posts
    • 1Thanks
    luccaforum751
    Spark Energy and Opos Limit problem
    • #1
    • 19th Jul 17, 3:16 PM
    Spark Energy and Opos Limit problem 19th Jul 17 at 3:16 PM
    Hi,
    Over three years ago we moved into a rental property and had the misfortune to have Spark Energy as our energy supplier (we didn't choose this, it was already in place).

    We had no end of problems with them and to be frank were the worst company I've ever had to deal with. We left the property in early April 2014 and received an email from Spark on May 2014 with the final bill which we paid within a few days.

    We have had no contact with them since then - over three years ago. To say I was surprised to receive an email from Oposlimit asking for the money outstanding to Spark to be paid would be an understatement to say the least!

    It's not a huge amount but it's the principle of the matter as we paid everything that was owed quickly and with the minimum of fuss (which cannot be said for the hassle dealing with Spark).

    Has anybody had any similar issues?

    Any advice would be much appreciated.

    Thanks,
    Last edited by luccaforum751; 19-07-2017 at 3:48 PM.
Page 3
    • AndyMTB
    • By AndyMTB 10th May 18, 12:41 PM
    • 4 Posts
    • 1 Thanks
    AndyMTB
    Jenny at Spark has been in contact with my daughter and is sorting things out - thanks Jenny!

    It looks like the letting agent (a major national chain with whom I intend to make contact) set up an account with Spark AFTER my daughter had already ended her tenancy and vacated the dwelling. To my mind, this constitutes fraud.
    • Flt. Lt. Biggles
    • By Flt. Lt. Biggles 10th May 18, 12:48 PM
    • 75 Posts
    • 22 Thanks
    Flt. Lt. Biggles
    Jenny at Spark has been in contact with my daughter and is sorting things out - thanks Jenny!

    ....
    Originally posted by AndyMTB
    Well done Spark Energy, and in particular Jenny, for resolving this matter.

    It's not just price that is important, but exceptional customer service like this.
    From zero to hero in just 18 hours.

    I will be sure to recommend Spark Energy in the future.

    Well done!

    It looks like the letting agent (a major national chain with whom I intend to make contact) set up an account with Spark AFTER my daughter had already ended her tenancy and vacated the dwelling. To my mind, this constitutes fraud.
    Originally posted by AndyMTB
    You can report fraud here.

    https://www.actionfraud.police.uk/report-a-fraud-including-online-crime-questions

    Or if you don't want top spend 20 minutes of your time filling in that online form, call 101 and report the matter that way.

    Whichever way, do not let the fraudsters get away with it, and probably continue to defraud others in the future too. - do report it.

    But remember, after your daughter's tenancy agreement had terminated, then your daughter is no longer responsible for the utility bills at that address.
    (Did she inform the utility suppliers of her leaving the property?)

    Furthermore, in the absence of any immediate replacement tenant, then the landlord (or his/her agent) will become responsible for the utilities, and are permitted to switch to any supplier they wish.

    Looks like they made a wise decision based on the customer support you have been given by Spark Energy here.

    But I'm not sure how you construe that as fraud.
    Last edited by Flt. Lt. Biggles; 10-05-2018 at 12:59 PM.
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 10th May 18, 12:59 PM
    • 147 Posts
    • 37 Thanks
    Spark Energy: Jenny
    Hi Andy

    Thanks for confirming. I've sent your daughter a response and she's been back in touch so hopefully we can get this all sorted out.

    Kind regards

    Jenny
    Customer Relations Manager
    “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"
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 10th May 18, 1:00 PM
    • 147 Posts
    • 37 Thanks
    Spark Energy: Jenny
    Hi Andy

    Thanks for coming back to confirm. Really glad I'm able to help.

    Kind regards

    Jenny
    Customer Relations Manager
    “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"
    • Jrnj94
    • By Jrnj94 3rd Jul 18, 7:48 AM
    • 1 Posts
    • 1 Thanks
    Jrnj94
    Hello, I have been having major problems with trying to resolve issues with spark energy beacuse of letters I have been getting from opos- I am on my 3rd letter now!! And despite several phone calls and emails (to which I have often received no reply!) Still the issue has not been sorted. I have seen that Jenny from spark energy has been very helpful to people on this forum and I was wondering if, Jenny, it may be possible for you to help me? Thanks
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 3rd Jul 18, 9:40 AM
    • 147 Posts
    • 37 Thanks
    Spark Energy: Jenny
    Hi Jrnj94

    I would be happy to help.

    Can you please email the address in my profile confirming your full name, your supply address, and confirming your MSE screen name as well?

    Kind regards

    Jenny
    Customer Relations Manager
    “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"
    • paddyandstumpy
    • By paddyandstumpy 3rd Jul 18, 4:56 PM
    • 1,084 Posts
    • 552 Thanks
    paddyandstumpy
    Hi Jrnj94

    I would be happy to help.

    Can you please email the address in my profile confirming your full name, your supply address, and confirming your MSE screen name as well?

    Kind regards

    Jenny
    Customer Relations Manager
    Originally posted by Spark Energy: Jenny
    Jenny I have sent an email in the last 5 minutes to the address in your profile, subject line begins "Apartment 6" (full address not put on here).

    This is a follow up email to one I sent 6 days ago which is remains not responded to. Can you arrange for it to be reviewed please.
    • bibek
    • By bibek 6th Jul 18, 8:38 AM
    • 28 Posts
    • 3 Thanks
    bibek
    Spark energy are turning out to be worse than Npower and thats saying something!!
    Moved into my rented flat in May, annoyingly the estate agents had already asked Spark to supply to the property. Once I moved in, I switched to Bulb and gave them my final meter readings. I get my final bill from Spark which was no where near the actual readings. Its a new property so my initial electric meter readings were only 849 and the final read was 920. Spark sent me a final bill in which the start read was stated as 7244 and final as 7469(e) which is an estimated read despite Bulb having supplied them with the correct final meter reading of 920 which is my start read with Bulb.
    Today got a call from opos but the phone cut off and had a quick look on google and found this thread. I emailed Spark customer service well over a week ago with a picture of my meter showing the initial read of 849 and telling them they have incorrect readings despite having correct meter serial numberand have had no response yet. What I have had from them is a text message everyday asking me to pay my balance and an automated call every other day to pay the balance and now some debt collecting agency. What a complete joke, sort yourselves out Spark!
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 6th Jul 18, 9:14 AM
    • 147 Posts
    • 37 Thanks
    Spark Energy: Jenny
    Hi bibek

    Sorry to hear about this.

    Can you please contact me using the email address in my profile? I'd need confirmation of your full name, your supply address, your opening and closing readings and any other information that would be helpful.

    Kind regards

    Jenny
    Customer Relations Manager
    “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"
    • bibek
    • By bibek 6th Jul 18, 10:16 AM
    • 28 Posts
    • 3 Thanks
    bibek
    Hi bibek

    Sorry to hear about this.

    Can you please contact me using the email address in my profile? I'd need confirmation of your full name, your supply address, your opening and closing readings and any other information that would be helpful.

    Kind regards

    Jenny
    Customer Relations Manager
    Originally posted by Spark Energy: Jenny
    Hi Jenny,

    I forwarded my email that I had sent your customer service to you (customerexperience@sparkenergy.co.uk) after posting my comment on here.
    I have attached final bills that were sent to me by yourselves which should have the relevant account information.

    Edit: Within couple of hours of forwarding my initial email I had sent to Spark to Jenny, shes resolved the issue
    Last edited by bibek; 06-07-2018 at 10:55 AM. Reason: more info
    • Im_A_Mouse_In_Need
    • By Im_A_Mouse_In_Need 6th Jul 18, 10:57 PM
    • 42 Posts
    • 7 Thanks
    Im_A_Mouse_In_Need
    I opened a case on Resolver with Spark a week ago:

    I moved in to the property relating to this account on 7 Aug 2017.

    I took a photo of the meter as soon as I gained access, and gave the reading to Spark Energy's representative by phone, which was used as the start reading for my account. Previous to this, Spark had applied a start reading which was several hundreds units lower than my actual reading.

    I later switched to another provider, and paid off my balance in full with Spark on 23 Nov 2017.

    In Dec 2017 I received a letter from a collections agency (Zinc) claiming that I owed them £97.94. I emailed the collections agency with screenshot of my Spark account showing that this had been paid off, and my balance was zero. The matter was soon closed.

    In Feb 2018 I started receiving texts from Spark claiming that I owed them £50.44. I logged in to the closed Spark account and noticed my start reading had been changed without explanation. After several attempts to make contact with Spark the start reading was eventually changed back, after I sent date stamped photographic evidence of the meter on the day I moved in.

    In June 2018 I started receiving texts from Spark, again claiming that I owed £50.44. Spark had once again changed the start reading. Since I have asked Spark to provide evidence for this reading and Spark have not done so, I consider this to be fraudulent behaviour. I tried calling Spark, and after a lengthy time on hold I selected the option to be called back within 24 hours. Spark did not call me back.

    On 27 Jun 2018 I emailed Spark the same photographic evidence of the correct reading and asked them to remove this incorrect balance from my account. Spark have not responded to this email.

    Today I have been contacted by Opos who I note are a highly questionable debt recovery company, asking me to call them back. I tried, and they did not answer.

    What I would like to be done about this:

    1. Remove the incorrect balance from my account, and restore the start reading to the correct one which I have shown evidence for, and have again attached to this correspondence.
    2. Inform all debt collection agencies concerned that this debt is incorrect and assure me that I will not be contacted further by such companies.
    3. Ensure that my credit history has no negative comments or marks concerning this matter.
    4. State in writing that Spark have settled this account in full, and that Spark will not change the readings on this account again in future.
    Five days later, I get this response:

    Hello,

    It!!!8217;s been a few days since you told us about your complaint.

    We!!!8217;ve been busy working on it but it looks like we!!!8217;ll need some extra time to give you a full update.

    Your complaint means a lot to us, and we!!!8217;re working hard to resolve it. We will be back in touch within the next five days.

    If you need to speak to us please get in touch. You can give us call on 0345 130 8354 and we!!!8217;ll be happy to help.

    Warm regards,
    In the meantime Opos have called and texted me every single day asking for the money. Spark also send their own daily texts asking for the money.

    I have calmly explained the situation to Opos when I was able to take their calls. Some of the advisors seem to understand that this is pretty poor behaviour and tell me they will make sure this is raised as a dispute, and I will get no more calls/texts until Spark have checked the situation out. This never turns out to be true.

    There should be compensation for time wasted in such cases. I!!!8217;ve done my admin, and made sure Spark have the evidence they need to amend the account. This is simply wasting their time/money chasing a debt that does not exist.

    I fully expect the same thing to kick off again in a few months time, which is why I am insisting on them writing that the account is now settled in full and they will stop harassing me in future.

    [23 texts and 16 calls received so far, and that is just this latest episode, which started up again a couple of weeks back. Last email before that was them confirming they had reinstated the correct reading, so I didn!!!8217;t owe them anything.]
    Last edited by Im_A_Mouse_In_Need; 06-07-2018 at 11:07 PM.
    • Im_A_Mouse_In_Need
    • By Im_A_Mouse_In_Need 9th Jul 18, 1:52 PM
    • 42 Posts
    • 7 Thanks
    Im_A_Mouse_In_Need
    Reposting in case Spark representative did not see it over the weekend.

    I forwarded the details to the email address listed under the Spark profile on here.

    The daily texts and phone calls seem to have paused for now, but I am left none the wiser as to what is going on, and my account still shows incorrect meter readings and me owing them money.

    I just want Spark to check my evidence, restore the balance to zero, and confirm that they are not going to do the same thing in a few months time.
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 9th Jul 18, 2:02 PM
    • 147 Posts
    • 37 Thanks
    Spark Energy: Jenny
    Hi Im_A_Mouse_In_Need

    Thanks for your post.

    I'm really sorry you're having problems with your account.

    I've picked up your email this afternoon, emailed you a complaint reference number, and I'll be in touch again once I've had the chance to review your complaint and account.

    Kind regards

    Jenny
    Customer Relations Manager
    “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"
    • lekha85
    • By lekha85 10th Jul 18, 10:32 AM
    • 2 Posts
    • 0 Thanks
    lekha85
    I was erroneously transferred to Spark Energy by a letting agent. The letting agent didn't have the permission from either myself or the landlord to make the transfer. The letting agent promised me they would arrange for the property to be switched back to Scottish Power and I wouldn't be billed by Spark. Spark Energy blocked the transfer back claiming it not to be erroneous. Eventually, after 8 months of phone calls I got it transferred back but Spark tried to block it at every turn.
    22, yes 22, months later I get an email from a Opos telling me I owed Spark £290, despite myself, nor the landlord, ever agreeing to be a customer of Spark. I have never seen or received a bill from Spark in this time.
    Sadly, it would appear the whole thing is an agreement between letting agents and Spark to get unsuspecting tenants signed up to pay over-inflated prices. And they make it as difficult as possible to switch back. This as much the letting agent's doing as Spark, but they have to take equal responsibility for what seems very close to a scam, forcing people to switch without their permission and then blocking attempts to switch back for as long as possible. I also had no contact from Spark during this time.
    I thought it had all been sorted once I finally switched back to Scottish Power and paid my money to them.
    I had read dozens of similar reviews and people having similar issues when I found out I had been switched to Spark, which is why I challenged the initial transfer. Sadly, I too got caught up in their net...
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 10th Jul 18, 12:53 PM
    • 147 Posts
    • 37 Thanks
    Spark Energy: Jenny
    Hi lekha85

    Sorry to hear you're not happy.

    If the letting agent didn't have the landlord's permission to switch the property to Spark, then it should have been marked as a "DNP" meaning Do Not Process, and if it had been sent to Spark in error, an Erroneous Transfer should have been accepted once we were made aware by the Letting Agent.

    As we take it on good faith that the Letting Agent is passing us accurate information, it's worth discussing this further with the Letting Agent, if you have any concerns about why we started supplying the property.

    Tenants aren't tied into a tariff with over-inflated prices. When a tenant moves into a property, any supplier would charge them at their standard variable tariff, and Spark actually offer a good deal. When a tenant moves in with Spark, they join our Move-in Saver tariff that’s cheaper than the Big Six average.

    Once a tenant has moved in, they can either sign up to one of our cheaper fixed or variable Direct Debit tariffs, or use a comparison site to sign up for a deal with another company.

    There's more information about the move-in tariff on the "Price Promise" section on our website.

    It concerns me that you've advised not receiving a bill and that you're also hearing from Opos.

    The best thing to do would be to email the address in my profile, confirming your full name and supply address, and giving any other information you feel is relevant. I'd be happy to help if I hear from you.

    Kind regards

    Jenny
    Customer Relations Manager
    “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"
    • lekha85
    • By lekha85 11th Jul 18, 9:37 AM
    • 2 Posts
    • 0 Thanks
    lekha85
    Thank you for your response.

    It seems remarkably convenient that, having spoken to Opos and paid the bill yesterday morning, that I suddenly received a bill from Spark having written on here to warn other consumers of the issues I had. It only took 20 months to send a bill that I wasn't meant to get in the first place!

    Opos confirmed to me on the phone that Spark blocked the erroneous transfer and that they have emails to that effect. I also have emails from the letting agent confirming that they asked Spark to stop the transfer and that I wouldn't be billed for the time it took to switch the property back to Scottish Power.

    I have paid the bill, so Spark have their money. I know this was probably the wrong thing to do and I should 'fight' but I simply don't have the time, energy or constitution. I just want others to be aware of where this whole set up between Letting Agents and Spark can go wrong. And not to believe that everything is sorted...Spark will come after you, even years later!
    • Geo132
    • By Geo132 19th Jul 18, 1:39 AM
    • 1 Posts
    • 0 Thanks
    Geo132
    Hi Jenny,

    I hope you can help me as you managed to help all these people above.

    I've also received mail from OPOS telling me i'm due on £1,386 for a 2 month period (July-Aug 2017)!! One year ago! However, my tenancy to the address was from Oct 2015 until 2nd July 2017... The funny part is that tried to explain to them that i was not a customer of Spark Energy when i left the premise. In fact, when i moved in the house, the provider was indeed Spark Energy; but switched provider 1 month later and had the same provider (EDF) until the end of my contract. So, how can they claim money from me that i was not even staying in the premise nor they were my provider... Really, the incompetence of these people astonishes me.

    Could you please help me with this? They've been sending emails, texts and calling me 3-4 times a day annoying me for a matter i know it's their mistake.
    Looking forward to your reply
    Last edited by Geo132; 19-07-2018 at 1:40 AM. Reason: I have also sent you an email to the one in your profile as you suggested in other cases.
    • Im_A_Mouse_In_Need
    • By Im_A_Mouse_In_Need 20th Jul 18, 10:34 PM
    • 42 Posts
    • 7 Thanks
    Im_A_Mouse_In_Need
    Just to say, thanks to Jenny for sorting my issue above. Calls/texts all stopped within a few days of posting here.
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