Ridiculous final bill from Sparks energy

[pinkpeoniesx]

Hi I'd really appreciate some views on whether I'm being unreasonable to think Sparks energy are trying it on!

We rented our apartment for two years, it only had electricity, no gas.
When we gave our first meter reading to Sparks we were told the bill would be £45pm. Obviously this seemed low so. We questioned it, but were told it was definitely correct (put it down to the apartment being quite small, only two of us, not in very often etc.)
Well, six months later we got a bill for £2000
We chased it up straight away and were told that £2000 was wrong, but we should have been paying £70 rather than the £45 we were originally quoted. Fine. We set up a direct debit to clear the balance.
We gave regular meter readings and the direct debit stayed at £70.

However, on leaving we received our final bill which is just short of £2500!!!!!
They are saying this bill is definitely correct and that every other person we've dealt with have made a mistake and we've been grossly underpaying.
I can't pluck £2500 out of thin air! I also don't really see why I should have to when we've been paying what we've been told happily for the two years.

Am I being unreasonable to not trust this bill at all due to all the others they've sent out which have been ridiculously wrong? I truly think they're trying it on. My DP has been dealing with them and every time he asks to speak to management he's promised a call back which never happens

Any help would be appreciated so much. I have a 7 month old baby and this is just another stress I don't need, it's really worrying me now.

Thanks so much

Oh goodness, Sparks were the most incompetent bunch of clowns ever when we dealth with them, about three years ago when we were renting.

All I can say is do everything in writing (e-mails plus follow up e-mails is you speak to them). Use previous written records if you have them. And aquaint yourselves with the procedures with respect to involving Ofgem, the ombundsman that deals with hapless energy companies. Us getting them involved was the thing that finally got it all resolved - Ofgem themselves didn't need to settle anything, Sparks just got it sorted at the point they were due to.

I would talk to them and say that you simply can't afford it in one lump, can you pay it in small bits.
I used to work of a large energy company in the commercial sales bit. The previous people in my house had left owing a load of money on their energy bill to the company I worked for. I looked them up and they never paid it and it was written off.
I'm not saying for one minute that you shouldn't pay, but that they should be flexible about it. They would rather get some money than no money.

Have a look at adviceguide.org.uk. It is the CAB's website. Under Consumer there will be a section on dealing with energy companies and how to complain.

Thanks for that Socks, just googling Ofgem now. Sorry you've had to deal with them too. They're just so incompetent and unprofessional it's unbelievable!
We offered to pay in small bits by monthly direct debit Pip, the person my partner spoke to first said they had to ask a manager, then said they'd phone us back which never happened. Very frustrating!!
I also feel like I need some solid proof that we owe this huge amount before we start paying it off as they've got it wrong so many time before and its such a huge amount to pay off if it's wrong.
Going down the Head Office route now so hopefully that will get things sorted quicker.

Spark are idiots. We were signed up to them with our last rental place (also a flat with only electric) and had so many problems with them sending us wrong bills. Our final bill was £900 which was totally ridiculous, and after DP did the maths it turned out they actually owed US money! I agree - put everything in writing and write an official complaint. If they don't reply within a certain time (6 weeks maybe? I am probably wrong but it can be googled easily) you can report them.

Thanks Penelope I'll email CAB now.

Well I pay 62 PM with E-On and I live in a 4 bed semi with no gas.
It's a cold house too.
70 seems a lot for a flat to me.
And an extra 2500 would be an extra 105 per month if you've been there 2 years which would mean you should have been paying 175 per month.
Absolutely no way!!!!
Dispute it and go to CAB to get some advice.
They are royally taking the piss.

It's been going on for nearly two months now Felix! I've just seen they have twitter so I'm writing a strongly worded tweet. Hopefully shaming them publicly will give them a boot up the backside!

bbkl our situations sound identical. Sorry this is happening to you too, makes me feel a bit better to know they are generally incompetent as it gives me a stronger argument! At one point they tried to change our direct debit to £400pm for NO reason so just make sure you keep an eye on them.

Have you got a record of the actual (not estimated) meter readings when you started the contract, and when you moved out?

Without them we would only be guessing if the amount is reasonable or not.

YANBU that's appalling! I would too want definite proof that the amount is owed - the last time I rented a flat the electricity company were reading the wrong meter for 6 months and we got ridiculous bills from them until it all got sorted !

Bbkl - a letting agent cannot compel you to use a certain utility supplier.

Soul they can't, but they will sign you up with them and the energy company will make it very difficult for you to leave

"they will sign you up with them"

unless they forge your signature, they can't take out a contract in your name.

An energy company cannot compel you to be or to remain their customer (although transfers can be held up if you, but not someone else, has an overdue account)

When we moved in we were sent information from the energy company addressed to us with details of our account. The letting agents must have informed them we were moving in. Are they not actually allowed to do that then?

they can inform the energy company, who are at liberty to invite you to become their customer. Many people stay with the incumbent supplier because it is less trouble and slightly less likely that they will cock up the transfer.

Before you move into a new home, you can contact energy companies of your choice. It may be easier if you have the MPAN of the energy account, which is shown on the bills. It identifies the meter point of the home, where the electricity or gas is delivered to from the network. I can't remember if it is essential to know this. There is one for the electricity account and one for the gas. Almost nobody knows that it is the Meter Point Administration Number. Almost nobody needs to.

It looks like (e.g)

S 01 801 902
90 1234 5678 901

because I am very eccentric, and have at times worked on meter aspects of utilities, I know what meterpoints are and have stuck the numbers on labels next to my gas and electricity meters. Occasionally somebody wants to know it.

First thing I did when I rented our flat was leave spark. For the person who says they have to use spark as said by the managing agents you don't. Look at dab website. If you paying the bill you can use who ever you want x

The back billing rules should apply in your case as it sounds like Spark didn't make reasonable efforts to present you with an accurate bill. Call or email the Citizens Advice Consumer Service and they can refer you to more specialist help. www.adviceguide.org.uk/england/consumer_e/consumer_protection_for_the_consumer_e/consumer_citizens_advice_consumer_service_e/if_you_need_more_help.htm

Back billing rules www.ofgem.gov.uk/ofgem-publications/64010/back-billing-leaflet-2012.pdf

Lawn that is really helpful. Thanks so much for that! I've emailed them so hopefully will hear back soon.

do you have start and end meter readings plus the price per unit work it out yourself?

Contact a consumer help group or publication - the Guardian's consumer champions are brilliant - www.theguardian.com/money/series/bachelor-and-brignall-consumer-champions

I second getting the original meter reading and the last reading when you left the property. The letting agent should have both of these when they did the walkthrough and leaving inspection with you.

You will be able then to estimate your bill. But without these readings, CAB and ofgen will not really be able to help you.

Spark Energy have difficulty with their meter readings software, which is why they cannot produce accurate billing information. It's been an ongoing problem for them since startup. They have legions of staff employed to run differing reports every day, trying to understand the billings issues and empire building managers who don't want the software fixed because that would ultimately cost them their jobs. Go to Ofgem - the threat of it will get action. No decent landlord would sign their tenants up to Spark, it's more likely to be the lettings agents who have done it as they get commission from Spark for doing so.