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    • chaoticbaker
    • By chaoticbaker 10th Aug 18, 3:47 PM
    • 4Posts
    • 0Thanks
    chaoticbaker
    Spark Energy massive bill
    • #1
    • 10th Aug 18, 3:47 PM
    Spark Energy massive bill 10th Aug 18 at 3:47 PM
    Hi there

    I've been renting a flat for the past 4 years and have had the energy supplied by Spark Energy and paid for through a direct debit. A couple of months ago I started getting daily texts from Spark telling me that I owed them 1500. This came as a bit of a shock! I spoke to a customer service rep who said that it was probably a miscalculation as they hadn't had a meter reading for quite some time. After submitting the meter reading the bill came back as 1680!

    After looking into my current account I found that my direct debit had been cancelled in January this year. Spark say that this was probably done by mistake by my bank as I myself definitely did not cancel the direct debit. I then remembered that in February they had sent me texts telling me that I had to pay my outstanding balance of 36. At the time I had thought that this was strange because being signed up to a direct debit, I assumed that the necessary amount would be debited from my account autmatically. I made a one off payment of 36 and assumed that the matter was settled.

    When I first started receiving the new set of texts demanding 1500++ I at first thought there must be some device in the flat which had been sucking up vast amounts of power without me realising. However, on logging in to the online account and checking my balance I saw that, despite being on the direct debit scheme for 4 years, our account has been in a negative balance since the beginning of 2015. When in February they were sending texts to say that my account was owing 36, the online summary shows that the account was in fact at -1050. Spark state that the direct debit is recalculated quarterly to adjust for any over/underuse of the electricity. However, this has not happened for our account and now means that I am liable for a huge bill which I do not have the money to pay immediately.

    I've spoken to their customer services team who have been pleasant enough but have basically said that I need to pay up.

    I'm upset about the whole situation. I know that I should have paid closer attention to my online account balance, however, as a direct debit customer who has been making regular payments I did not think that this could happen. Also, having received texts from them in February telling me that my balance was -36 I thought it was safe to assume that my account was roughly in order and not 1000 in arrears.

    I'd like to know if there I anything that I can do to complain or if I just need to figure out how to pay the bill and get on with it. Any advice you could give me would be very gratefully received. Thank you!
Page 1
    • Robin9
    • By Robin9 10th Aug 18, 4:22 PM
    • 2,932 Posts
    • 1,944 Thanks
    Robin9
    • #2
    • 10th Aug 18, 4:22 PM
    • #2
    • 10th Aug 18, 4:22 PM
    Well you've got 7 lots of 36 to put towards the bill sat in your bank account as a starter.

    The 36 DD sounds like it was drastically under estimated as in the last 7 months alone your bill was over 600. How did the 36 come about - your assessment based on actual consumption or what the previous tenants aid they paid.?
    Never pay on an estimated bill
    • chaoticbaker
    • By chaoticbaker 10th Aug 18, 6:46 PM
    • 4 Posts
    • 0 Thanks
    chaoticbaker
    • #3
    • 10th Aug 18, 6:46 PM
    • #3
    • 10th Aug 18, 6:46 PM
    Our regular direct debit was 96 but they then lowered it to 80 in August last year. I'd assumed at the time that was because we were using less energy in the Summer. But looking at the account it looks like we were at -700.81 when they lowered the direct debit amount! The 36 in February was a one off payment on top of our regular direct debit at the time.
    • Robin9
    • By Robin9 10th Aug 18, 6:58 PM
    • 2,932 Posts
    • 1,944 Thanks
    Robin9
    • #4
    • 10th Aug 18, 6:58 PM
    • #4
    • 10th Aug 18, 6:58 PM
    So the DD that got "cancelled" was for 80 ?

    That means that you've got 7 lots of 80 to go towards the bill. I would certainly notice if my bank account had 560 extra in it.

    Do you not look at your online account, read your meters, look at your bank statement ?
    Never pay on an estimated bill
    • dogshome
    • By dogshome 11th Aug 18, 7:30 AM
    • 3,055 Posts
    • 1,558 Thanks
    dogshome
    • #5
    • 11th Aug 18, 7:30 AM
    • #5
    • 11th Aug 18, 7:30 AM
    The only mention of a 'Bill' in the OP's post, is the 1680 one received after giving a meter reading.


    Texted demands for money mean nothing unless they relate to a previously issued Bill.- There could be grounds for involving the Back-Billing code if no actual bills were issued for 12 months or more
    • Spark Energy: Jenny
      Verified User verified user
    • By Spark Energy: Jenny Verified User verified user 11th Aug 18, 9:48 AM
    • 151 Posts
    • 37 Thanks
    Spark Energy: Jenny
    • #6
    • 11th Aug 18, 9:48 AM
    • #6
    • 11th Aug 18, 9:48 AM
    Hi chaoticbaker

    If you'd like me to take a look at this for you, drop me a line to the email address given in my profile.

    I'd need confirmation of your full name, your supply address and your MSE screen name.

    Hope to hear from you soon.

    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"
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