Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • neocorps
    • By neocorps 14th Feb 18, 2:11 PM
    • 31Posts
    • 11Thanks
    neocorps
    Another Spark Energy Complaint
    • #1
    • 14th Feb 18, 2:11 PM
    Another Spark Energy Complaint 14th Feb 18 at 2:11 PM
    I've recently moved to a new property where the letting agency was YourMove. YourMove have a deal with "spark energy" where, by default, "spark energy" takes control of the utilities. More interestingly, they stick in the tenancy agreement that you must remain with them, which I know not to be enforceable anyway.

    So within the second month, spark generates a bill for 451.73 despite not being given the meter readings. To correct the problem, I provide the numbers on the day of the statement via phone. As you can guess, they have not rectified the bill and continue to demand the original amount. I've now attempted to move providers, to which they have blocked, and I've raised a complaint, to which they have ignored. All I get from them are demands for this original amount and the assurance from phone calls that a new bill will be given despite this not happening.

    I've hit a stone wall. I can't change providers because they want the bill paid before they authorise the moreover, yet I've read that if you do pay them, they continue to block the transfer anyway. I'm still within my eight weeks period before I can go to the ombudsman so I guess my question is what I can do? And what can they do?

    Can spark turn off the utilities? Can I refuse to pay this amount? I'm keeping logs of all communications, but I'm still about six weeks away before I can raise a complaint. Finally, I had no idea that spark was this predatory, I highly recommend to stay away from them at all costs.

    Thanks
Page 1
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 14th Feb 18, 5:04 PM
    • 221 Posts
    • 64 Thanks
    Spark Energy: Jenny
    • #2
    • 14th Feb 18, 5:04 PM
    • #2
    • 14th Feb 18, 5:04 PM
    Hi neocorps

    Sorry to hear you're not happy.

    I just want to reassure you that you're not tied into a contract with Spark, and as long as your balance is paid up to date, you can change supplier. If your tenancy agreement states otherwise then I'd really like to see it, as that's not right at all.

    Did you give us meter readings when you moved in? If you didn't give us move in readings or up to date readings we would have estimated your bill, and the amount we've billed you for sounds rather steep.

    Can you please contact me via the email address in my profile with your move in meter readings, your up to date meter readings, and confirming your full name and address.

    I can also raise this as a formal complaint if you need me to.

    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"
    • lisaxcath
    • By lisaxcath 3rd Sep 18, 9:46 PM
    • 1 Posts
    • 1 Thanks
    lisaxcath
    • #3
    • 3rd Sep 18, 9:46 PM
    Spark are sharks
    • #3
    • 3rd Sep 18, 9:46 PM
    A very similar experience here but now they're saying I've consumed 2,200 of electric in 9 months when I live in a small 2 bed terrace alone and not in during day. They are charging day rates for night usage and vice versa. I can't access an up to date bill and despite sending meter readings when asked they estimate last 5-10 days of bill to end of month anyway. Absolute sharks who need to be shut down. I didn't instruct them as letting agent did and despite every effort to change they block the request every time.
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 4th Sep 18, 12:47 PM
    • 221 Posts
    • 64 Thanks
    Spark Energy: Jenny
    • #4
    • 4th Sep 18, 12:47 PM
    • #4
    • 4th Sep 18, 12:47 PM
    Hi lisaxcath

    Sorry to hear about this.

    Can you please contact me via the email address in my profile so I can get this sorted out for you?

    I'll need your MSE screen name, your full real name, your supply address and photographs that clearly show the readings on your meter and the rates they relate to.

    If your readings are given before the end of the month then your bills will be estimated for a small number of days, if your bills must be based on actual readings up to the end of the month then you'll need to provide them on the last date of the month.

    I'm sorry if you weren't aware that we'd be your supplier. There's generally a clause in your tenancy agreement to state that we'll either already be supplying your property or in the process of taking the supply, and your letting agent should have made you aware of the clause.

    If there's an overdue balance on the account, we would reject any transfer requests, but that's something I can look at if you contact me.

    More than 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"
    • fazacks
    • By fazacks 8th Sep 18, 10:28 AM
    • 1 Posts
    • 1 Thanks
    fazacks
    • #5
    • 8th Sep 18, 10:28 AM
    • #5
    • 8th Sep 18, 10:28 AM
    I have had nothing but problems with Spark Energy in connection with my Girlfriend's Energy account. Despite her being charged 17 times the national average for a house of her size. Despite sending a usage log back to them which highlighted this issue. Despite being told verbally to pay an amount to clear the account and resolve the issue- which we did, and despite us having to go to the Ombudsman dept, we find ourselves with a new bill 3 months after having left the house for nearly 700 which apparently includes late payment fees. This is even more extraordinary bearing in mind my girlfriend switched off her boiler (the only gas appliance in the house) after one month of being with Spark and also switched off her electric storage heaters because she was too afraid of the charges. She lived alone with her 10yo child and has poor English and relied on myself and others to assist. Spark staff have been rude, unresponsive and show no compassion or remorse. A pitiless company that I just want to see the back of...HORRIBLE!
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 10th Sep 18, 9:49 AM
    • 221 Posts
    • 64 Thanks
    Spark Energy: Jenny
    • #6
    • 10th Sep 18, 9:49 AM
    • #6
    • 10th Sep 18, 9:49 AM
    Hi fazacks

    Sorry to hear about this.

    Feel free to drop me a line to the email address given in my profile.

    I'll need your full name, the supply address and your MSE name.

    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"
    • yasminz
    • By yasminz 3rd Dec 18, 6:04 PM
    • 1 Posts
    • 1 Thanks
    yasminz
    • #7
    • 3rd Dec 18, 6:04 PM
    Spark Energy Complaint - Horrendous Customer Service and Treatment
    • #7
    • 3rd Dec 18, 6:04 PM
    I moved into a new flat in August and on receiving a bill from Spark Energy I called them to make myself known as the bill payer. I received 2 bills both with different information and with 'admin fees' Currently I have 4 35 admin fees totalling 140 against my name.

    2 of which I have in a letter but the other 2 have not been told to me and only found out when I contacted them. The first bill I ever received had a late payment fee against it... quite funny.

    The fee's still continue even though the letters instruct me to do something else and no one has an answer my only option it seems is to pay them so then finance can see about wavering them afterwards...

    I was on the phone for a total of 3 hours (1.5 on hold) the customer service adviser could not help me or offer any solution to my issue and agreed to get a supervisor to call me back. This did not happen. I have lodged a complaint email with legal advice and called the helpline a total of 5 times. All with at least an hour wait and with someone who could not help me with the complaint itself. I am still waiting to speak to someone with the authority to solve my problem. As the time goes by charges rack up against my name and also strangely my energy bill has become double the price since I started contact with them.

    This is the worst customer service I have ever experienced.
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 4th Dec 18, 9:28 AM
    • 221 Posts
    • 64 Thanks
    Spark Energy: Jenny
    • #8
    • 4th Dec 18, 9:28 AM
    • #8
    • 4th Dec 18, 9:28 AM
    Hi yasminz

    Sorry to hear you're not happy.

    Feel free to drop me a line to the email address in my profile. I'd need your name, your address, and any other information e.g. meter readings which might be useful.

    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"
    • neocorps
    • By neocorps 10th Dec 18, 10:57 PM
    • 31 Posts
    • 11 Thanks
    neocorps
    • #9
    • 10th Dec 18, 10:57 PM
    • #9
    • 10th Dec 18, 10:57 PM
    Just thought I'd give an update on what happened. Spark never rectified the bill even after giving multiple meter readings months on end. I moved house, and I kid you not, the final statement was based off an estimate also.


    In the end, I kept all pictures of the meter readings and documents they sent me. I'll let it go to court for collections where I will show all this information. A crazy company, probably shut up shop before being investigated for their shady practices.
    • WhoIsThat
    • By WhoIsThat 11th Dec 18, 9:33 AM
    • 174 Posts
    • 75 Thanks
    WhoIsThat
    Just thought I'd give an update on what happened. Spark never rectified the bill even after giving multiple meter readings months on end. I moved house, and I kid you not, the final statement was based off an estimate also.


    In the end, I kept all pictures of the meter readings and documents they sent me. I'll let it go to court for collections where I will show all this information. A crazy company, probably shut up shop before being investigated for their shady practices.
    Originally posted by neocorps
    " I'll let it go to court for collections"

    You'll owe an awful lot more if you let matters progress to that state, and will probably suffer from a trashed credit status too.

    I would urge you to follow the advice given to you last February in post#2 if you wish to avoid these eventualities.
    • Houbara
    • By Houbara 11th Dec 18, 10:07 AM
    • 4,313 Posts
    • 2,861 Thanks
    Houbara
    " I'll let it go to court for collections"

    You'll owe an awful lot more if you let matters progress to that state, and will probably suffer from a trashed credit status too.

    I would urge you to follow the advice given to you last February in post#2 if you wish to avoid these eventualities.
    Originally posted by WhoIsThat
    It won t go to a court for collections. Spark will not throw good money after bad getting involved with court cases.
    The first "court " occupiers can turn to is the Energy Ombudsman to make a complaint . The The normal method, which all suppliers do to recover debts is to force fit a prepayment meter and load the debt onto that to be collected every week. The weekly repayment rate is between 3.50 and 16 a week depending on the size.. 500 debt, I d guess would be around 8 a week.
    They will charge an extra 150 to fit the meter plus another 150 if it has to be force fitted with a court warrant cost, so avoid all this.
    It sounds like two people have messed up here. The outgoing tenant can t have put an end reading in ( or a believable one ) and the new tenant did nt submit an accurate start reading from the exact date the tenancy started.. Spark Energy are looking to cover the costs of the outgoing tenant as well by the sound of it. A copy of the tenancy agreement showing the dates can allow them to work out a fairly accurate estimate using historical data for the property..
    • WhoIsThat
    • By WhoIsThat 11th Dec 18, 10:27 AM
    • 174 Posts
    • 75 Thanks
    WhoIsThat
    It won t go to a court for collections. Spark will not throw good money after bad getting involved with court cases.
    The first "court " occupiers can turn to is the Energy Ombudsman to make a complaint . The The normal method, which all suppliers do to recover debts is to force fit a prepayment meter and load the debt onto that to be collected every week. The weekly repayment rate is between 3.50 and 16 a week depending on the size.. 500 debt, I d guess would be around 8 a week.
    They will charge an extra 150 to fit the meter plus another 150 if it has to be force fitted with a court warrant cost, so avoid all this.
    It sounds like two people have messed up here. The outgoing tenant can t have put an end reading in ( or a believable one ) and the new tenant did nt submit an accurate start reading from the exact date the tenancy started.. Spark Energy are looking to cover the costs of the outgoing tenant as well by the sound of it. A copy of the tenancy agreement showing the dates can allow them to work out a fairly accurate estimate using historical data for the property..
    Originally posted by Houbara
    The fitting of a PPM would not be appropriate in this circumstance as the poster has referred to receiving a final bill (which they are refusing to pay) following a house move.
    • neocorps
    • By neocorps 5th Jan 19, 2:21 PM
    • 31 Posts
    • 11 Thanks
    neocorps
    I'm waiting for them to contact me about the debt so that I can give the meter readings to correct the final invoice. I'm done with trying to fix the problem on their side, however.
    • Haran
    • By Haran 9th Jan 19, 1:30 PM
    • 5 Posts
    • 0 Thanks
    Haran
    Spark Energy Complaint
    Very Similar issue with the spark energy. They've sent the wrong bill, no one is helping to resolve, every day getting text messages and emails from Opos and spark, waiting for the 12 weeks time to take energy ombudsman.

    This is my email to Spark /Opos

    Hi {Edited by Forum Team},

    I want to let you know that I am taking up the payment dispute with Spark Energy with Ofgem, potentially further legal proceedings against them too if the issue is not resolved to my satisfaction.

    Spark Energy has been inconsistent with my bills and there have been many errors in the past. Latest confusion on my tariff came from the fact, my previous occupant of the house many years ago (~2010, Mr. Ben Southgate) got mixed up from 1st July 17. From this point it is a complete disaster even to the point while I was paying by direct debit, I was charged a Cash/Cheque Tariff.

    Further Spark Energy has redone all my previous bills replacing with new ones dated 28th Nov 18, retrospectively - changing the tariffs, updating customer meter readings with estimated readings. This is simply wrong and fraudulent, changing the old bills as they wish and updating with new estimated meter readings. Only after redoing all my old bills they believe that I owe them money. As per new bills, they changed the Tariffs many times and I wasnt informed at all about this, which they are obliged to. I am sure you can understand these are not legal, for a service company to do.

    I have managed to retrieve the old bills from Spark Energy and I have redone all my calculations. As per that Spark Energy owe me approximately 950.

    I am considering legal actions against Spark Energy, potentially there could be many other customers in this category. I will inform Ofgem and follow up legal proceeding as necessary to get my money back from Spark Energy and the compensation for all the stress it caused.

    Please inform Spark Energy the above facts, specially mixing my bills with {Edited by Forum Team} from 1st July 17 and apply wrong Tariffs that could be applicable to {Edited by Forum Team}. Further kindly request them to retrieve all bills from #10 (Invoice #3005632, dated 20 Sept 15) to Bill #17 (Invoice #6030438 dated 1st of July 2017), which clearly show that at the at the end of June 17, I was in credit of 742.29 (since I started with Spark from 7/06/13). After that Spark Energy collected further 1719.56 from me between 1st July 17 and 2nd July 18 via direct debit payments (i.e. total of 2461.85 in credit). This is against a bill of 1506.36 for the period 30th June 17 to 20th July 18 (my tariff till 14th Feb 18 was Direct Debit Advance and from 14th Feb to 20th July 18 Compact Saver April 19). I left Spark Energy to new supplier 20th July 18. Based on this Spark Energy owe me approximately 950.00 (I didnt take into account dual fuel credit nor any leaving charges).

    Best Regards

    HT
    Last edited by MSE Tine; 09-01-2019 at 2:15 PM. Reason: {Edited by Forum Team}
    • Kathcam123
    • By Kathcam123 13th Jan 19, 10:46 PM
    • 1 Posts
    • 1 Thanks
    Kathcam123
    Over chsrging with no proper bill
    Same issues as most, i went on spsrk thru default. They overcharged me with no proper bills i tried to lwave ans they wouldnt let me saying i owed them money. I was desperate to leave so i paid the money asking for proper bills which i never recieved. I now know i was blaintly overcharged but is it too late to fo anything about it amd where do i go
    • Haran
    • By Haran 15th Jan 19, 8:51 AM
    • 5 Posts
    • 0 Thanks
    Haran
    Just thought I'd give an update on what happened. Spark never rectified the bill even after giving
    This is email received from Spark, They have no intention to resolve my issue, no contact numbers.....very very bad company in UK


    Dear HXXX,



    Thanks for your email.



    Due to what's happened recently with Spark you'll need to wait or KPMG to get in touch as we can no longer help with anything prior to the 27th November 2018. Spark went under administration on the 27th November last year and KPMG are the administrators who are now in charge of Spark's previous accounts and collections. They should be in touch within the next couple of weeks.



    Ovo Energy took over Spark and from the 28th November are still trading under the Spark name but as a part of Ovo so we can only work on those accounts.



    You'll be able to take up any billing issues or queries with KPMG with them as we can't do anything on those accounts any more.



    Kind regards,



    XXXXX


    XXXXXX

    ------------------------------------------------------

    Customer Relations Team

    T 0345 130 8354


    Spark Energy
    Ettrick Riverside, Dunsdale Road, Selkirk TD7 5E
    • Haran
    • By Haran 15th Jan 19, 9:00 AM
    • 5 Posts
    • 0 Thanks
    Haran
    Also i have asked to give the KPMG contact details, giving their customer service number, I don't think , I can get back my 1k, but i never going let them go easily. Seeking some advises now.
    • Haran
    • By Haran 15th Jan 19, 12:46 PM
    • 5 Posts
    • 0 Thanks
    Haran
    Got another message from Spark Energy
    HI ALL, PLEASE SEE THE EMAIL....STILL TRADING AS SPARK ENERGY!!!!

    Dear Mr XXXXX,



    Thank you for getting in touch.


    Our records show that you raised a formal complaint against Spark Energy Supply Limited on 14/01/2019 regarding your former account. Our records indicate that you switched from Spark Energy Supply Limited to a new supplier on 19/07/2018 and your account was closed. You may be aware that Blair Nimmo and Alistair McAlinden of KPMG were appointed Joint Administrators of Spark Energy Supply Limited on 28 November 2018. Spark Energy Supply Limited ceased to trade on this date and all of its affairs are being managed by the Joint Administrators. Unfortunately, because your complaint was not resolved prior to Spark Energy Supply Limited ceasing to trade, we are unable to offer you any assistance with this matter. You can find further support and advice on the Ofgem website. Alternatively, if you need additional support, you can call Citizens Advice on 03454 04 05 06.



    Regards

    XXXXX






    ------------------------------------------------------

    Customer Relations Team

    T 0345 130 8354


    Spark Energy
    Ettrick Riverside, Dunsdale Road, Selkirk TD7 5EB
    • Haran
    • By Haran 17th Jan 19, 11:20 AM
    • 5 Posts
    • 0 Thanks
    Haran
    Received another massage from Opos Ltd
    ONLY REASON UPDATING - ''I DON'T WANT ANOTHER PERSON GET INTO SOME SITUATION''

    From: General <general@oposlimited.com>
    Date: Wed, 16 Jan 2019 at 14:52
    Subject: Re: Sorry We Missed You
    Hello XXXX,

    Thank you for getting in contact with us here at Opos Limited. Unfortunately we are no longer dealing with this matter and has been passed back to Spark Energy. You will need to contact them over the matter.

    Thanks,
    DXXXXX (Opos Limited)



    To: General
    Subject: Fwd: Sorry We Missed You



    Date: Wed, 2 Jan 2019 at 07:26
    Subject: Re: Sorry We Missed You


    On Sat, 29 Dec 2018, 9:27

    Spark Energy Customer Service,

    I first logged the complaint on 23rd November 2018 when I received the new re-calculated bill for 5 years.
    I will give you another 8 weeks for a resolution/response before taking up with Ofgem (giving 12 weeks for Spark Energy to resolve against my compliant).

    AXXX (Opos Limited),

    There is no point in you contact me until the issue is resolved by Spark or classify by them as deadlock sooner.

    Hope you understand the situation.

    Thank you
    Last edited by Haran; 17-01-2019 at 11:32 AM.
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 17th Jan 19, 3:43 PM
    • 221 Posts
    • 64 Thanks
    Spark Energy: Jenny
    Hi Haran

    Sorry to hear you're having issues getting the support you need.

    If you email me your details using the address in my profile, I can pass the information over to our Team Manager so that we can look at what we can do or point you in the right direction. I understand it must be frustrating for you at the moment, and I'm sorry that's the case.

    Only balance disputes for usage after 28/11/18 can be dealt with by Spark Energy directly, as this relates to usage under the Spark Energy brand owned by OVO Energy.

    I'm sorry it's all a bit confusing just now, but I'll do my best for 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"
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

119Posts Today

924Users online

Martin's Twitter
  • Now come on that's a bit unfair!!!!! I could've done a handstand (well headstand) first if you'd asked! Sheesh! https://t.co/01Pf9Z99B1

  • It isn't statistically representative true. But to say that tells us nothing isn't correct. It shows what people i? https://t.co/JBLu6Cd8a5

  • Very interesting that on my Facebook page (which tends to be more pro Brexit) the same vote, with similar number of? https://t.co/NgYxaQDCnr

  • Follow Martin