Spark Energy ruining their customers

tdory · 15 February 2019 at 3:42PM

I have been paying my bills monthly (no direct debit) as they come in and was completely unaware of the fact that apparently I owe any money. Until one day I randomly scrolled through my spams and found an email from a debt collector.
In that it said that I owe money to Spark Energy and I should pay this right away. I though this must be a spam and didn't click on any link. Instead I called them up with the case number to see what is happening and found out this is a legit claim.
After a conversation with them and also Spark Energy I was told that they were merged into OVO Energy and that they required to close all customer account as of 27th Nov 2018 and open a new one. They said because I don't pay by direct debit I had to have a deposit on my new account and so they took the payment that I made on the 5th Dec 2018 without any prior contact to me and used it as the deposit. Not only they did this without any communication, but they straight away sent my details to debt collector and I received the first email on the 26th Jan 2019 from them, this also went to my spams so didn't know until I found the other one.
In the debt collectors first email there was an attachment of a template letter from Spark Energy saying they MIGHT need deposit for the new account, however this letter did not contain any of my details regarding my account so it is not a proof of communication to me and it did not say that they actually need a deposit from me personally. I never received any type of communication about any outstanding balance on my account before I was sent to debt collectors, which should have been by law to correct procedure.
I believe they have done similar thing in 2017, when they sent people's details to debt collectors for a bill that didn't even come out yet.
My credit history and my family's chance to buy a house in the near future is now unfairly ruined and they say they will not do anything to solve this situation and that I should just pay.

I would have been happy to pay deposit on the new account if they contact me the first place.

tdory · 15 February 2019 at 3:44PM

All i want is that they accept this was their mistake as they never communicated to me and that they make sure my credit record is not ruined, once this done I am happy to talk about settling the outstanding amount.

Former Spark Representative · 15 February 2019 at 4:13PM

Hi tdory

Sorry to hear about this.

We've got one of our specialists dealing with cases like this so I can pass your details over if you email me with your forum name, your full name, your supply address and the best number to call you on.

It's my understanding your credit rating won't have been affected at this point, but we can check that for you to be absolutely sure.

Kind regards

Jenny
Customer Relations Team

andread226 · 13 March 2019 at 11:17PM

Hi tdory,

Did you have any response from Spark energy? How did your case go?

I’m in almost identical situation and to say I’m furios, is understatement of the year!
I have only last week received email from Opos- debt collecting agency- telling me pretty much the same.
Never had a problem with Spark, bills always paid in full and on time, so you can imagine my surprise when they told me I owe Now 2018 money and my credit rating will be affected!
After numerous calls/ emails I have finally heard from them today reeling me I can call Spark and claim my deposit back.
Hmmm... I do not believe this. And also, I don’t want to pay any deposit!
I rather change energy supplier then be trapped by them like this.
Anyway, here to hear how it all finished with you!
And if you had any luck.
Thank you.

Former Spark Representative · 14 March 2019 at 9:58AM

Hi andread226

If you want me to have a look at anything, just drop me a line to the email address on my profile.

I'll need confirmation of your real name, your MSE name, your full address and your phone number.

Kind regards

Jenny
Customer Relations Team

Thomas_Edison · 14 March 2019 at 11:21AM

You're not the only one.

https://www.moneysavingexpert.com/news/2019/03/spark-energy-customers-chased-by-debt-collectors/

andread226 · 18 March 2019 at 10:32PM

Thank you Thomas Edison.
Wow! I had no idea at all about the scale of it!

andread226 · 18 March 2019 at 10:33PM

Jenny, thank you. Will do, much appreciated.

Sharon_carter · 20 March 2019 at 6:52PM

Jenny I need your help
With a similar matter with spark. I live 5 hours drive from the vacant property that spark supply so can’t get a reading. They’ve sent me an estimate which is dramatically over estimated and I can’t afford. They won’t get a reading for me. It’s electric only as there’s no gas at the property. Can you help please

GularN · 21 March 2019 at 7:23PM

Hi,
I am in the same boat.
I always paid my bills online. I did as usual for November 2018 bill. Went online, paid outstanding balance. Then in January I got an email from Opos saying I owe money to Spark Energy. I didn't understand why. I got my bank statement as a proof of payment. Then they said that payment has been hold as a deposit in new account. Why should I pay deposit? And when I make payment online the spark website clearly says "your account will be charged ... amount for energy bill. Do you give consent?" So, they didn't say it is going to be a deposit. Opos say they can't do anything. I contacted Spark, they said I have to pay. I haven't got any paperwork or communication confirming that amount being held as deposit. I asked them to send me a statement confirming that. I asked twice but no reaction. I don't know what to do. I don't want that amount to be held as deposit. There is no confirmation of that. And I am sure I will never get that deposit back.

Former Spark Representative · 25 March 2019 at 10:19AM

Hi GularN

Sorry to hear about this.

I can look into this for you, I just need you to email your full name along with your full postal address and the best phone number to contact you on. My email address can be found on my profile.

Kind regards

Jenny

Spark Energy ruining their customers

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