To Whom This May Concern: This is Spark Energy’s formal response to Revdex.com Complaint No: [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] ’s complaint states that upon enrollment, Spark Energy (“Spark”) informed him that he would continue to be billed by [redacted] and remit payment to [redacted] directly for his electric billsHowever, when [redacted] received a bill for $from Spark Energy he was assured by a representative that if he made his payment with [redacted] that Spark would retrieve the payment from them directly The customer states that he received a final notice for the $and after again speaking with a Spark agent he was told if the balance was left unpaid he would be placed in collections [redacted] is requesting a refund for the $of which he states was already paid to *** Investigated Results: · On 10/24/2011, Mr [redacted] enrolled in Spark’s Preferred PlanThis plan offered a fixed rate of cents/kWh for a period of monthsThis plan did not have a Monthly Service Fee or Early Termination Fee · On 04/30/2014, [redacted] ’s electric service was terminated with Spark · On 05/13/2014, Spark Energy generated [redacted] ’s final bill for the service period of 04/14/– 04/30/ · On 8/19/2014, a Final Notice for $was sent via US postal mail to the customers mailing address of [redacted] , [redacted] for his final billing period · On 10/16/2014, [redacted] called in to Collections regarding the $past due bill that he states he had already paid to ***The agent advised the customer that the $was in deed past due At this time, the customer made a payment but requested to speak with a supervisor and was able to leave a message with the collections manager for a return call · On 10/17/2014, Spark received [redacted] ’s complaint Please note that at this time, when the customer’s complaint was received it was transferred to Spark’s Office of the President for further review and handling Outcome: Upon enrollment Spark mailed the customer his Welcome Letter and Terms of Service (“TOS”) The customers TOS does indicate that he would continue to receive a monthly bill from *** However, if the suppliers charges are applied to the customers final bill with [redacted] and the customer fails to remit payment, the accounts receivable balances is dropped back to the supplier for collection efforts Furthermore, the customers TOS indicated that Spark may use the services of debt collection agencies, consumer reporting agencies and other remedies as allowed by law to collect any unpaid balances on his account Spark Energy sincerely apologizes for any inconvenience or misunderstanding that may have occurred, but believes our intent to collect the past due balance for services rendered coincides with the TOS providedThe now paid balance of $ was for the customer’s final billing cycle of 4/14/14-4/30/for kWh used as [redacted] ’s service with Spark Energy was terminated on 4/30/Therefore, a refund is not deemed necessary and the current balance reflected is $Please do not hesitate to contact me should you have any further questions or concerns regarding this matter Best regards, [redacted] *** | Office of the President [redacted] ***, [redacted] *** | [redacted] | [redacted]
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] concern to our attention and for allowing us to address it [redacted] has filed a complaint because he states that Spark has illegal billing practices by charging a closed accountHe states he closed his account in July and even paid and early termination feeThe account did not have a balance [redacted] states no months later he is receiving a collection letter for $ Investigative Results: · On 1/20/2015, [redacted] renewed the Spark service on the Price protect 12, a month fixed rate plan for cent/therm with a $ monthly fee and a $early termination fee o On that same day, Spark did a cost analysis against the variable rate and the renewed rate of A credit of $was applied to the billing ledger · On 07/01/2015, Spark’s service terminated · On 7/7/2015, Spark received an inbound cancellation request from the utility with an effective date of 7/1/ o That same day, Spark applied a $ETF on the account · On 7/22/2015, Spark received the $ETF payment · On 10/21/2015, [redacted] requested a supervisor as he was disputing the bill balance of $ o On that same day, a supervisor called the customer to discuss the account billing but had to leave a message for a return call as there was no answer o The billing team verified the balance of $was incorrect due to a system glitch and that the balance should be reflected as $ § [redacted] spoke to an agent and advised her that in his initial email to Spark stated that he had moved and should not be charged the early termination feeThe $ETF was waived and will be sent as a refund check to the customer § On this same day, Spark received Revdex.com complaint No[redacted] Outcome: Spark would like to apologize for any inconvenience that the customer may have experiencedAfter carefully reviewing the account we were able to confirm that due to a system error [redacted] ’s account was improperly reflecting a balance of $Spark has since corrected the billing issue and determined that the customer’s bill balance is in fact zero Additionally, Spark was later made aware that [redacted] cancelled because he movedIn an effort to resolve the customer’s concerns, Spark has submitted a request to have the $ETF refunded to [redacted] in the form of a checkA refund check will be mailed to the mailing address of [redacted] within business days We cannot apologize enough for the billing mishap that has occurred as we do not plan to have any others; however, should they occur we will do everything in our power to bring the customer to a satisfied resolution Please let me know if you have any further questions or concerns Best regards, / [redacted] Style Definitions */ April L [redacted] | Consumer Affairs Specialist [redacted] / [redacted] Style Definitions */
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ***’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because she sates that she enrolled with Spark on October but a week later she states she cancelled the serviceMs [redacted] states that the person she spoke with told her she would not be charged since she cancelled within days of signing upMs [redacted] states she later received a notice from [redacted] stating Spark cancelled the pending switch but she states now in February Spark is billing her due to a reinstatement from ***Ms [redacted] goes on to state that after speaking to Spark she was told she would be refunded and not charged a cancellation fee but to allow 1-billing cycles Investigative Results: · On 10/24/2016, [redacted] contacted Spark to cancelThe Spark agent offered a better rate but Ms [redacted] still opted to cancelThe Spark agent submitted the cancellation request · On 10/27/2016, Spark received an inbound reject transaction from the utility regarding the cancellation request · On 2/18/2017, [redacted] contacted Spark stating she cancelled Octbut is still being billed by SparkShe also stated she spoke to [redacted] and was advised that she was reinstatedThe Spark agent informed Ms [redacted] that she was not reinstated and submitted the cancellation request along with a re-rate request · On 2/21/2017, Spark received Revdex.com Complaint No [redacted] Outcome: Spark would like to apologize for any inconvenience that the customer may have experiencedAfter careful review we were able to determine that the cancellation request was successfully submitted but because it was sent prior to the pending enrollment being accepted; the request to cancel the service rejectedBecause of this Ms***’s account became active with Spark As it stands, the Spark service is scheduled to terminate 3/16/Please note that the cancellation date is solely determined by the utility and not by SparkAdditionally, in an effort to resolve the customer’s concerns, once the termination completes Spark will re-rate the service to the rate in which the utility would have charged the customer for supplyLastly, Ms [redacted] will not be assessed a cancellation fee Please let me know if you have any further questions or concerns Best regards, April ***
To Whom This May Concern: This is Spark Energy’s response to [redacted] rejection in regards to Revdex.com Case No [redacted] Complaint Details: [redacted] is not satisfied with Spark Energy’s response to case no [redacted] He states that his [redacted] was misled to believe that the employee was from the [redacted] and not Spark energyFurthermore, he states that she was never informed that it was a completely different serviceWhen his [redacted] called to pay the amount on **/17/2014, she was told that the cancellation process would take some time and she would incur charges for an additional two (2) months after that cancellation request [redacted] wants a complete refund for the service they never wantedOutcome: Spark Energy’s initial response to Revdex.com Case No [redacted] included the TPV in which [redacted] authorized the switch to Spark EnergyPlease note that in the TPV, the agent verified the enrollment in Spanish and specifically states the following: “You will be on the dual billing program and will receive one bill from ***l for gas transportation services and another bill from Spark Energy for the gas commodity charges.” Also, the agent clearly states in the TPV that the enrollment is to initiate services with Spark EnergySpark Energy believes that all essential information was provided to [redacted] in the TPV at the time of enrollmentHowever, Spark Energy will conduct an investigation involving the agent that assisted [redacted] during the sign up process to ensure that the representative is conducting th***elves in a professional and truthful mannerIn regards to the cancellation timeframe, Spark Energy does not take part in electing the termination dateSpark Energy submits the cancellation request to the utility company and processes the termination as determined by the utility companyThis process can take 1-billing cyclesIn efforts to resolve the customer’s concern, Spark Energy will waive one (1) month of service for the total of $After the adjustment, the remaining balance due on the account will be $Please let me know if you have any further questions or concernsBest Regards, [redacted] | [redacted] | [redacted]
Sent: Wednesday, April 08, 9:AM To: drteam Subject: Revdex.com Case ID: [redacted] To Whom This May Concern: Thank you for brining Ms***’s additional concerns to our attention and for allowing us to address them Ms [redacted] is requesting to have the services cancelled and to have the collection calls stopped Our records show that Mr [redacted] ’s services terminated with Spark Energy on 03/27/Spark apologizes for any inconvenience that this may have caused but believes that the TPV completed on 07/17/by [redacted] validates the enrollmentAt this time, Mr [redacted] is responsible for the outstanding balance of $Payment may be paid in full by contacting Spark’s Collection Department at [redacted] Should Mr [redacted] need payment arrangements, then he will need to contact Kingston directly at [redacted] Please let me know if you have any further questions or concerns Best regards, Martha L [redacted] | Consumer Affairs Supervisor [redacted]
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ***’ concern to our attention and for allowing us to address it [redacted] has filed a complaint because his account was not terminated in a timely mannerHe called Spark to cancel his enrollment and was given a confirmation numberA month later he received his [redacted] invoice stating that Spark will begin to charge him for supplyUpon receiving the invoice, he contacted Spark to inquire about his account statusHe believes that Spark does not have any intention to cancel his service Investigated Results: · On 01/10/2015, Mr [redacted] authorized the switch to Spark with James S***; an agent associated with the third party vendor, ***Mr [redacted] enrolled in Spark’s Green Price Protect plan which offers a fixed rate of per kWh for months with a $monthly fee and a $early termination feeThe TPV is attached for your review · On 01/12/2015, Mr [redacted] called in to terminate his services · On 01/29/2015, Spark services became active · On 02/07/2015, Mr [redacted] called in to check the status of his accountThe agent advised that a cancellation request will be re-submitted and that the $early termination fee will be waivedThe agent also advised that it could take 1-billing cycles for the cancellation process to complete · On 02/09/2015, the utility company confirmed the termination date of 02/27/ Outcome: Spark apologizes for any inconvenience that this may have causedUnfortunately, the agent failed to submit the cancellation request through Spark’s rescind queue causing Mr***’ account to become activeAs agreed upon, Spark will waive the early termination; furthermore, Spark will re-rate Mr [redacted] back to the utility rate for the period he was active under Spark services(01/29-02/27/2015) If a refund is due to Mr***, Spark will send it in the form of a check to his mailing address Please let me know if you have any further questions or concernsBest Regards,Hector P [redacted] | Consumer Affairs Specialist
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Case # [redacted] Thank you for bringing Mr [redacted] ***’s concern to our attention and for allowing us to address it Mr [redacted] has filed a complaint because he states that his department responded to a call for a solicitor complaintThe complaint also states that the sales agent involved was pushy and insistentThe sales agent involved in this incident was located and was given a citation for not having a solicitors permit First off, Spark would like to apologize for any inconvenience that may have occurred with the sales pitchWe have forwarded this issue to our Marketing Sales team for review Unfortunately, an investigation could not be conducted with the information providedIn order to conduct a thorough investigation Spark would like to obtain additional informationIf Mr [redacted] would please be so kind as to provide the sales agent name and address to where the incident occurred, this will assist in identifying the sales agent in questionShould he choose not to provide the address he may also provide the main cross streets and zip code Secondly, Spark would like to ensure Mr [redacted] that this is not acceptable and in no way do we condone this practiceSpark would like to assure Mr [redacted] that his claim regarding the initial solicitation is not consistent with the policies, procedures, and the training that each agent receives We take these types of complaints seriously and the agent in question will be investigated once additional information is obtained Please let me know if you have any further questions or concerns Best regards, Martha L [redacted] | Consumer Affairs Supervisor CityWest Blvd, Ste | Houston, TX Tel: 832-333- ml***@sparkenergy.com | http://www.sparkenergy.com / [redacted] Style Definitions */
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because he did not authorize the switch to Spark He contacted Spark to dispute the enrollment since he is the only one authorized to make the switchSpark advised him that authorization takes place through a third party verification and a signed contract is not needed He states that his parents have mental health problems and would not have authorized the switch themselvesMr [redacted] will only honor ***’s charges Investigated Results: · On 05/05/2014, [redacted] authorized the switch to Spark with [redacted] ; an agent associated with the third party vendor, ***Mr [redacted] enrolled in Spark’s Carbon Neutral plan which offers a fixed rate of $a month with no monthly fee and no early termination feePlease note that in the TPV, the verifier states the following (The TPV is attached for your review) “You will be on the dual billing program and will receive one bill from [redacted] for gas transportation services and another bill from Spark Energy for the gas commodity charges.” · On 05/16/2014, Spark issued the Welcome Letter (Letter Attached) · On 11/07/2014, Mr [redacted] called in to see why he was being charged by SparkThe agent advised that he had authorized the switch to SparkMr [redacted] did not request to cancel his service at this time · On 02/19/2015, Spark submitted a cancellation request to the utility company Outcome: Spark apologizes for any inconvenience that this may have caused but believes that the TPV completed on 05/05/by Mr [redacted] validates the enrollmentIn fact, over the last three (3) months, Mr [redacted] experienced a savings through his supply chargesThe comparison between Spark and what the utility would have charged can be seen below: Billing Period Spark Energy Total [redacted] Total 12/17/2014-01/21/ $ $ 11/17-12/17/ $ $ 10/16-11/17/ $ $ Total $ $ Spark has submitted the cancellation request and is currently waiting for the utility to provide the termination dateMr [redacted] will be responsible for all usage charges on the account Please let me know if you have any further questions or concerns.Best Regards, Hector P [redacted] | Consumer Affairs Specialist 3/3/ Complaint I've contracted Spark Energy before via phone and emailLittle did I know how insidious they can beI was re assured several times after experiencing the debacle of being signed up for an electric service I never authorized via signature I find out that my gas bill is with Spark Energy as well How is it legal to see my name on an open account that I never given Spark permission to do thisNot only is this unethical it is illegalUnless this is resolved ASAP they have left me no choice but to explore legal options Desired Resolution I want an apology, a phone log and written documentation form Spark Energy that they will NEVER bill me for any type of utility service Consumer Business Dialog
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, I have not had that email address for years and when I log on to my account it shows my email because I would not be able to log on otherwise to your site I have not rec'd any correspondence from you about my contract I have lived at the same address for years Not only have I been super over charged on my bill for the past three months I just rec'd a final bill that is close to another What is going on!!!!! This is so unfair In my defense I may have to hire an attorney and then we can see who will be getting a refund or not I asked you to send proof that you emailed me Please provide the documentation that was sent to me Again if it was sent to this SBC Global email provide proof and also provide proof the letter was mailed telling me my contract went out of date Also what rate are you using for my bill?? Again I am very disgusted with the fact that you are taking advantage of me and I will NOT tolerate this I demand a refund for all the overcharges on my account Please let me know if you confirm or deny so that I know which step to take next
Tell us why here To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because he states he never enrolled with SparkHe states he received a letter from Spark welcoming him as a new customer only to find out when calling in that he was enrolled by a Door to Door SalesmanMr [redacted] states he cancelled the service but feels the salesman committed fraud Spark would like to apologize for any inconvenience that the customer may have experienced .After careful review of the enrollment details; we have been able to deem both of the enrollments as invalidPlease note that we take complaints of this nature very seriously and because of this; Spark submitted this complaint to the Marketing department and requested to have this incident investigatedWe would like to report that the agent associated with this complaint has been removed from Spark’s campaign and is no longer able to sellWe would like for Mr [redacted] to know that this is not how we train our sales agents nor do we condone this type of behavior As it stands, the accounts are not active as they both rejected due to non- existent account numbersThe customer will not be billed or penalized Please let me know if you have any further questions or concerns Best regards, April ***
Sent: Wednesday, July 08, 3:PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection No [redacted] Ms [redacted] feels that Spark has not resolved her concern in regards to her credit She wants to be assured that the credit of $has been applied to her accountOutcome: Spark apologizes for the delay in responseOn 6/22/2015, Spark applied all credits due to Ms [redacted] and left a remaining balance of $on her accountSpark has forwarded all credits to [redacted] to reflect a $supply chargeOn 7/08/2015, Spark made an attempt to contact Ms [redacted] and advise her of the outcome but left a voicemailPlease let me know if you have any further questions or concernsBest Regards,
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com complaint # [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because she states that she contacted [redacted] and they informed her that with her being in the PIPP program, she could not enroll with SparkShe is requesting for her bill to be corrected Investigative Results: · On 9/24/16, [redacted] authorized an enrollment through a third party vendor, [redacted] ***The account was enrolled in Spark’s Blue plan, which includes a month fixed rate of cents/therm with a $Monthly Service Fee and a $Early Termination Fee (“ETF”)(TPV Attached) · On 9/25/16, Spark generated and mailed the Welcome Letter(Letter Attached) · On 2/21/17, the customer called to cancel the service because she was not receiving the discount from PIPPShe was made aware of the $ETF and a cancellation request was submitted on the account · On 2/22/17, Spark received Revdex.com Complaint # [redacted] · On 2/23/17, Spark received a cancellation confirmation date of 3/16/ Outcome: Spark would like to apologize for any inconvenience the customer may have experiencedAfter careful review of the TPV, we have deemed the enrollment as validIn the TPV, Ms [redacted] was asked if she is currently participating in PIPP or any other LIHEAP program and she stated “No”For this reason, the enrollment was continued by the TPV agent and Ms [redacted] completed the enrollment As it stands, the account will be terminating with Spark on 3/16/As an act of good faith, Spark will be waiving the ETF from the account; however, the customer will be responsible for the supply charges up until 3/16/ Please let me know if you have any further questions or concerns Best regards,Luis ***
To Whom This May Concern:This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No[redacted] .Thank you for bringing [redacted] s concern to our attention and for allowing us to address it.Spark understands Mr [redacted] ’s concerns which is why we have stated that we will re-rate the billing from 3/16/2017-8/16/(scheduled termination date) based on the requested cancellation date of 2/1/As previously mentioned, the cancellation request does not cancel the service immediately as the termination date is solely determined by the utility and not by Spark which usually occurs within 1-billing cyclesFor this reason, Mr [redacted] ’s account does not warrant any additional credits or adjustmentsAdditionally, please be advised that Mr [redacted] is not being charged outside of the 1-billing cycles as the cancellation request was resubmitted by Spark on 7/9/and we were provided a scheduled termination date of 8/16/from the utility due to this cancellation requestIn regards to Mr [redacted] ’s request to see what type of technology Spark has to determine who ended the call, please note that Spark is not required to provide access to its private technologyWe can however, assure the customer that all calls are monitored for quality assurance with access to view anything that transpires on the callWe have thoroughly reviewed the interaction and the Spark agent did not hang up on Mr [redacted] Lastly, Spark feels that all issues have been addressed with an amicable resolution and we ask that this case be administratively closed.Please let me know if you have any further questions or concernsBest regards, April [redacted] | Consumer Affairs SpecialistWickchester Ln, Ste | Houston, TX 77079Tel: 832-333-| Fax: 832-320-2979a***@sparkenergy.com | http://www.sparkenergy.com
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing M [redacted] M [redacted] concern to our attention and for allowing us to address it MrM [redacted] has filed a complaint because the sales agent that approached his mother in a very deceptive mannerHis mother is blind and can’t read or sign any documents and therefore is not authorized to make changes to the accountThe sales agent signed on behalf of his mother but he did not sign his name on the required area of the documentMrM [redacted] wants the enrollment cancelled as well as an apology from Spark Investigated Results: · On 06/17/2015, Mary M [redacted] authorized the switch to Spark with Shanarri O***; an agent associated with the third party vendor ImmergeMsM [redacted] enrolled in Spark’s Green Price Protect plan which offers a rate of per kWh for months with a $monthly fee and a $early termination feeThe TPV is attached for review · On 06/22/2015, Spark issued the Welcome Letter (Letter Attached) · On 06/23/2015, MrM [redacted] called in to cancel the enrollment o The utility confirmed the cancellation of the enrollment on this day Outcome: Spark sincerely apologizes for any inconvenience that this may have causedAlthough MsM [redacted] completed the TPV Spark has determined that the contract document is not valid due to MsM [redacted] missing signatureSpark has submitted this information to the third party vendor and will obtain a statement from the agent involved in the sale as a part of our investigationThe appropriate action will be taken once we’ve concluded our investigationSpark would like to assure the MrM [redacted] that this is not how we train our representatives nor do we condone this type of behavior Spark would like to assure MrM [redacted] that the enrollment has been cancelled and there will be no fees or charges applied to the account An attempt to contact MrM [redacted] was made on 06/29/but Spark was unable to reach him and left a detailed voicemail Please let me know if you have any further questions or concerns Best Regards, Hector P [redacted] | Consumer Affairs Specialist / [redacted] Style Definitions */
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because she states that she found out that Spark was her supplier December 20, and states that on January 2, she requested to cancel the servicesMs [redacted] states she was still being billed by Spark in February and was being charged twice a month when she finally started to receive a bill Ms [redacted] states she had a $1,credit with [redacted] toward her heat for the winter monthsShe states the months that she was billed should have been taken care of with the credit that she had but now she has a bill of $4,Ms [redacted] is requesting the service be cancelled and that the charges be removed Investigative Results: · On 1/2/2015, [redacted] called and requested to cancel the service o On that same day, she was advised that there would be a $ early termination fee and that the service would cancel on the next meter read · On 2/6/2015, Spark was affected by a billing error that caused the customer not to be billed for the gas supply charges · On 6/1/2015, Ms [redacted] called to state that she is not paying the bill and for Spark not to send out another bill to her · On 6/22/2015, Spark advised Ms [redacted] that she was still being billed because her initial Spark account number ( [redacted] ) was cancelled on 2/10/but a new account became active for the address [redacted] Spark account number ( [redacted] ) and cancelled 6/11/ · On 6/29/2015, [redacted] called to state she cannot pay the bill till August and requested to pay $a monthSpark made her aware that the $a month could not be honored · On 10/12/2015, Spark received this ICC complaint · On 10/19/2015, Ms [redacted] called and was advised that her account was still under review by the agent and the supervisor o That same day, Ms [redacted] was contacted by Spark and was advised that the account had been reviewed and the balance on the account was reflecting $The balance of $covered the billing cycle of 11/2014-9/Due to a Spark billing issue Ms [redacted] was not billed during those monthsMs [redacted] was also advised that once the account cancels on 11/9/2015, Spark would do a cost analysis to compare the utility rate against Spark and issue a refund check if an adjustment is warrantedMs [redacted] understood Outcome: Spark would like to apologize for any inconvenience that this may have causedIn an effort to resolve Ms [redacted] ’s concerns Spark has agreed to perform a cost analysis from 1/2/up until 11/9/ to compare the utility rate against Spark If an adjustment is warranted then the refund will be sent out in the form of a check via mailSpark has also waived the $early termination fee Additionally, Spark feels that Ms [redacted] was not properly advised regarding the details of her account(s) cancellation and billingsSpark has forwarded Ms [redacted] ’s concern to our Director of Customer Experience for re-training and coaching opportunities as it relates to providing the customer with correct information and monitoring outbound transactions that ultimately affect the customer Please let me know if you have any further questions or concerns Best regards, / [redacted] Style Definitions */ April L [redacted] | Consumer Affairs Specialist [redacted] Tel: [redacted] / [redacted] Style Definitions */
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] filed a complaint indicating she’d been double billed and was told the issue would be correctedFurthermore, she was supposed to receive a $credit along with a $credit because her usage was above 1000kWh but she has not been credited Spark would like to apologize for any inconvenience that the customer may have experiencedWe’d like to confirm that a credit of $was applied to the billing cycle of 12/11/2017-1/12/which is the $courtesy credit along with the $credit due to Ms [redacted] for the using over 1,kWh based on her electric supply rate’s terms with SparkIn regards to the billing discrepancy, unfortunately, when Ms [redacted] made a payment of $on 9/29/it was misapplied to the wrong account and charged twice in errorHowever, once Spark was made aware of this error we immediately refunded the 2nd $payment back to the customer’s [redacted] credit card on 12/13/As such the billing is corrected and the balance reflected on the billing ledger due to Spark is now $ Please let me know if you have any further questions or concerns Best regards, April ***
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing Sheila [redacted] ’s concern to our attention and for allowing us to address it Ms [redacted] has filed a complaint because Spark is charging her an early termination fee even though she did not request to have her account cancelled Investigated Results: · On 9/30/2014, Spark issued a Termination Notice for the past due balance of $with an expiration date of 10/10/ · On 10/15/2014, Spark issued a disconnection order due to non-payment · On 10/16/2014, the utility confirmed the termination date of 11/25/ · On 7/8/2015, Spark issued a Final Notice advising Ms [redacted] of the early termination fee(Notice Attached) · On 7/15/2015, Ms [redacted] called in to inquire about a final notice she received for a $feeSpark advised her that the service was cancelled due to non-payment · On 7/16/2015, Spark received Revdex.com complaint no [redacted] Outcome: Spark apologizes for any inconvenience that this may have caused but believes that Ms [redacted] was charged correctly per the terms agreed uponAlthough Spark issued the Termination Notice on 9/30/2014, a payment was not received until 10/25/which surpassed the expiration date of 10/10/Spark issued a disconnection order on the account on 10/15/2015;therefore, resulting in Ms [redacted] terminating her contractPer the terms, Spark applied an early termination fee to the account In efforts to resolve Ms [redacted] ’s concern, Spark will waive the early termination fee on the account leaving the account balance at Please let me know if you have any further questions or concerns Best regards,Hector P [redacted] | Consumer Affairs Specialist
To Whom This May Concern: This is Spark Energy’s response to Complaint Rebuttal No [redacted] states that she has proof that she sent in the notice of cancellation Outcome: Although Ms [redacted] sent in the Notice of Cancellation within her rescission period, she did not include the verification code or account number on the noticeWithout the code or the account number, Spark Energy can’t identify the account and submit the proper cancellation requestThis caused Ms***’s account to become activeAs included in the previous response to complaint no [redacted] , Spark Energy confirms that Ms [redacted] will be responsible for all charges accrued through 12/01/2014Please let me know if you have any further questions or concerns.Best Regards, [redacted] | Consumer Affairs Specialist [redacted]
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to [redacted] Thank you for bringing [redacted] concern to our attention and for allowing us to address it [redacted] has filed a complaint because he states that on 08/13/he received a notice indicating that he owed $He has contacted Spark on numerous occasions to inquire on the charges and has received different information each time he callsHe feels that he is not liable for the charges since Spark failed to place them on his bill each month [redacted] also feels that he should not be responsible for the $termination fee that was applied to his account Spark apologizes for any inconvenience that this may have causedAs it relates to [redacted] gas account, please be aware that Spark discovered that the utility was not rejecting accounts individually if they were found to have errors and were in fact rejecting entire files (all of Spark’s customer records) if even one record had an errorUnfortunately, the process to resend the “good” records was not working effectivelyHowever, Spark has since implemented a new process to identify the rejected files, extract the flawed accounts, and immediately resend the remaining accounts in accordance with the utility billing window Spark has been in direct contact with the customer and has come to a mutual agreementSpark has agreed to adjust the $termination fee as well as offer an adjustment off the balanceThe customer will only be responsible for the remaining balance of $ Please let me know if you have any further questions or concerns Best regards, Martha L [redacted] | Consumer Affairs Supervisor [redacted] | [redacted] | http://www.sparkenergy.com / [redacted] Style Definitions */
To Whom This May Concern: This is Spark Energy’s formal response to Revdex.com Complaint No: [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] ’s complaint states that upon enrollment, Spark Energy (“Spark”) informed him that he would continue to be billed by [redacted] and remit payment to [redacted] directly for his electric billsHowever, when [redacted] received a bill for $from Spark Energy he was assured by a representative that if he made his payment with [redacted] that Spark would retrieve the payment from them directly The customer states that he received a final notice for the $and after again speaking with a Spark agent he was told if the balance was left unpaid he would be placed in collections [redacted] is requesting a refund for the $of which he states was already paid to *** Investigated Results: · On 10/24/2011, Mr [redacted] enrolled in Spark’s Preferred PlanThis plan offered a fixed rate of cents/kWh for a period of monthsThis plan did not have a Monthly Service Fee or Early Termination Fee · On 04/30/2014, [redacted] ’s electric service was terminated with Spark · On 05/13/2014, Spark Energy generated [redacted] ’s final bill for the service period of 04/14/– 04/30/ · On 8/19/2014, a Final Notice for $was sent via US postal mail to the customers mailing address of [redacted] , [redacted] for his final billing period · On 10/16/2014, [redacted] called in to Collections regarding the $past due bill that he states he had already paid to ***The agent advised the customer that the $was in deed past due At this time, the customer made a payment but requested to speak with a supervisor and was able to leave a message with the collections manager for a return call · On 10/17/2014, Spark received [redacted] ’s complaint Please note that at this time, when the customer’s complaint was received it was transferred to Spark’s Office of the President for further review and handling Outcome: Upon enrollment Spark mailed the customer his Welcome Letter and Terms of Service (“TOS”) The customers TOS does indicate that he would continue to receive a monthly bill from *** However, if the suppliers charges are applied to the customers final bill with [redacted] and the customer fails to remit payment, the accounts receivable balances is dropped back to the supplier for collection efforts Furthermore, the customers TOS indicated that Spark may use the services of debt collection agencies, consumer reporting agencies and other remedies as allowed by law to collect any unpaid balances on his account Spark Energy sincerely apologizes for any inconvenience or misunderstanding that may have occurred, but believes our intent to collect the past due balance for services rendered coincides with the TOS providedThe now paid balance of $ was for the customer’s final billing cycle of 4/14/14-4/30/for kWh used as [redacted] ’s service with Spark Energy was terminated on 4/30/Therefore, a refund is not deemed necessary and the current balance reflected is $Please do not hesitate to contact me should you have any further questions or concerns regarding this matter Best regards, [redacted] *** | Office of the President [redacted] ***, [redacted] *** | [redacted] | [redacted]
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] concern to our attention and for allowing us to address it [redacted] has filed a complaint because he states that Spark has illegal billing practices by charging a closed accountHe states he closed his account in July and even paid and early termination feeThe account did not have a balance [redacted] states no months later he is receiving a collection letter for $ Investigative Results: · On 1/20/2015, [redacted] renewed the Spark service on the Price protect 12, a month fixed rate plan for cent/therm with a $ monthly fee and a $early termination fee o On that same day, Spark did a cost analysis against the variable rate and the renewed rate of A credit of $was applied to the billing ledger · On 07/01/2015, Spark’s service terminated · On 7/7/2015, Spark received an inbound cancellation request from the utility with an effective date of 7/1/ o That same day, Spark applied a $ETF on the account · On 7/22/2015, Spark received the $ETF payment · On 10/21/2015, [redacted] requested a supervisor as he was disputing the bill balance of $ o On that same day, a supervisor called the customer to discuss the account billing but had to leave a message for a return call as there was no answer o The billing team verified the balance of $was incorrect due to a system glitch and that the balance should be reflected as $ § [redacted] spoke to an agent and advised her that in his initial email to Spark stated that he had moved and should not be charged the early termination feeThe $ETF was waived and will be sent as a refund check to the customer § On this same day, Spark received Revdex.com complaint No[redacted] Outcome: Spark would like to apologize for any inconvenience that the customer may have experiencedAfter carefully reviewing the account we were able to confirm that due to a system error [redacted] ’s account was improperly reflecting a balance of $Spark has since corrected the billing issue and determined that the customer’s bill balance is in fact zero Additionally, Spark was later made aware that [redacted] cancelled because he movedIn an effort to resolve the customer’s concerns, Spark has submitted a request to have the $ETF refunded to [redacted] in the form of a checkA refund check will be mailed to the mailing address of [redacted] within business days We cannot apologize enough for the billing mishap that has occurred as we do not plan to have any others; however, should they occur we will do everything in our power to bring the customer to a satisfied resolution Please let me know if you have any further questions or concerns Best regards, / [redacted] Style Definitions */ April L [redacted] | Consumer Affairs Specialist [redacted] / [redacted] Style Definitions */
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ***’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because she sates that she enrolled with Spark on October but a week later she states she cancelled the serviceMs [redacted] states that the person she spoke with told her she would not be charged since she cancelled within days of signing upMs [redacted] states she later received a notice from [redacted] stating Spark cancelled the pending switch but she states now in February Spark is billing her due to a reinstatement from ***Ms [redacted] goes on to state that after speaking to Spark she was told she would be refunded and not charged a cancellation fee but to allow 1-billing cycles Investigative Results: · On 10/24/2016, [redacted] contacted Spark to cancelThe Spark agent offered a better rate but Ms [redacted] still opted to cancelThe Spark agent submitted the cancellation request · On 10/27/2016, Spark received an inbound reject transaction from the utility regarding the cancellation request · On 2/18/2017, [redacted] contacted Spark stating she cancelled Octbut is still being billed by SparkShe also stated she spoke to [redacted] and was advised that she was reinstatedThe Spark agent informed Ms [redacted] that she was not reinstated and submitted the cancellation request along with a re-rate request · On 2/21/2017, Spark received Revdex.com Complaint No [redacted] Outcome: Spark would like to apologize for any inconvenience that the customer may have experiencedAfter careful review we were able to determine that the cancellation request was successfully submitted but because it was sent prior to the pending enrollment being accepted; the request to cancel the service rejectedBecause of this Ms***’s account became active with Spark As it stands, the Spark service is scheduled to terminate 3/16/Please note that the cancellation date is solely determined by the utility and not by SparkAdditionally, in an effort to resolve the customer’s concerns, once the termination completes Spark will re-rate the service to the rate in which the utility would have charged the customer for supplyLastly, Ms [redacted] will not be assessed a cancellation fee Please let me know if you have any further questions or concerns Best regards, April ***
To Whom This May Concern: This is Spark Energy’s response to [redacted] rejection in regards to Revdex.com Case No [redacted] Complaint Details: [redacted] is not satisfied with Spark Energy’s response to case no [redacted] He states that his [redacted] was misled to believe that the employee was from the [redacted] and not Spark energyFurthermore, he states that she was never informed that it was a completely different serviceWhen his [redacted] called to pay the amount on **/17/2014, she was told that the cancellation process would take some time and she would incur charges for an additional two (2) months after that cancellation request [redacted] wants a complete refund for the service they never wantedOutcome: Spark Energy’s initial response to Revdex.com Case No [redacted] included the TPV in which [redacted] authorized the switch to Spark EnergyPlease note that in the TPV, the agent verified the enrollment in Spanish and specifically states the following: “You will be on the dual billing program and will receive one bill from ***l for gas transportation services and another bill from Spark Energy for the gas commodity charges.” Also, the agent clearly states in the TPV that the enrollment is to initiate services with Spark EnergySpark Energy believes that all essential information was provided to [redacted] in the TPV at the time of enrollmentHowever, Spark Energy will conduct an investigation involving the agent that assisted [redacted] during the sign up process to ensure that the representative is conducting th***elves in a professional and truthful mannerIn regards to the cancellation timeframe, Spark Energy does not take part in electing the termination dateSpark Energy submits the cancellation request to the utility company and processes the termination as determined by the utility companyThis process can take 1-billing cyclesIn efforts to resolve the customer’s concern, Spark Energy will waive one (1) month of service for the total of $After the adjustment, the remaining balance due on the account will be $Please let me know if you have any further questions or concernsBest Regards, [redacted] | [redacted] | [redacted]
Sent: Wednesday, April 08, 9:AM To: drteam Subject: Revdex.com Case ID: [redacted] To Whom This May Concern: Thank you for brining Ms***’s additional concerns to our attention and for allowing us to address them Ms [redacted] is requesting to have the services cancelled and to have the collection calls stopped Our records show that Mr [redacted] ’s services terminated with Spark Energy on 03/27/Spark apologizes for any inconvenience that this may have caused but believes that the TPV completed on 07/17/by [redacted] validates the enrollmentAt this time, Mr [redacted] is responsible for the outstanding balance of $Payment may be paid in full by contacting Spark’s Collection Department at [redacted] Should Mr [redacted] need payment arrangements, then he will need to contact Kingston directly at [redacted] Please let me know if you have any further questions or concerns Best regards, Martha L [redacted] | Consumer Affairs Supervisor [redacted]
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ***’ concern to our attention and for allowing us to address it [redacted] has filed a complaint because his account was not terminated in a timely mannerHe called Spark to cancel his enrollment and was given a confirmation numberA month later he received his [redacted] invoice stating that Spark will begin to charge him for supplyUpon receiving the invoice, he contacted Spark to inquire about his account statusHe believes that Spark does not have any intention to cancel his service Investigated Results: · On 01/10/2015, Mr [redacted] authorized the switch to Spark with James S***; an agent associated with the third party vendor, ***Mr [redacted] enrolled in Spark’s Green Price Protect plan which offers a fixed rate of per kWh for months with a $monthly fee and a $early termination feeThe TPV is attached for your review · On 01/12/2015, Mr [redacted] called in to terminate his services · On 01/29/2015, Spark services became active · On 02/07/2015, Mr [redacted] called in to check the status of his accountThe agent advised that a cancellation request will be re-submitted and that the $early termination fee will be waivedThe agent also advised that it could take 1-billing cycles for the cancellation process to complete · On 02/09/2015, the utility company confirmed the termination date of 02/27/ Outcome: Spark apologizes for any inconvenience that this may have causedUnfortunately, the agent failed to submit the cancellation request through Spark’s rescind queue causing Mr***’ account to become activeAs agreed upon, Spark will waive the early termination; furthermore, Spark will re-rate Mr [redacted] back to the utility rate for the period he was active under Spark services(01/29-02/27/2015) If a refund is due to Mr***, Spark will send it in the form of a check to his mailing address Please let me know if you have any further questions or concernsBest Regards,Hector P [redacted] | Consumer Affairs Specialist
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Case # [redacted] Thank you for bringing Mr [redacted] ***’s concern to our attention and for allowing us to address it Mr [redacted] has filed a complaint because he states that his department responded to a call for a solicitor complaintThe complaint also states that the sales agent involved was pushy and insistentThe sales agent involved in this incident was located and was given a citation for not having a solicitors permit First off, Spark would like to apologize for any inconvenience that may have occurred with the sales pitchWe have forwarded this issue to our Marketing Sales team for review Unfortunately, an investigation could not be conducted with the information providedIn order to conduct a thorough investigation Spark would like to obtain additional informationIf Mr [redacted] would please be so kind as to provide the sales agent name and address to where the incident occurred, this will assist in identifying the sales agent in questionShould he choose not to provide the address he may also provide the main cross streets and zip code Secondly, Spark would like to ensure Mr [redacted] that this is not acceptable and in no way do we condone this practiceSpark would like to assure Mr [redacted] that his claim regarding the initial solicitation is not consistent with the policies, procedures, and the training that each agent receives We take these types of complaints seriously and the agent in question will be investigated once additional information is obtained Please let me know if you have any further questions or concerns Best regards, Martha L [redacted] | Consumer Affairs Supervisor CityWest Blvd, Ste | Houston, TX Tel: 832-333- ml***@sparkenergy.com | http://www.sparkenergy.com / [redacted] Style Definitions */
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because he did not authorize the switch to Spark He contacted Spark to dispute the enrollment since he is the only one authorized to make the switchSpark advised him that authorization takes place through a third party verification and a signed contract is not needed He states that his parents have mental health problems and would not have authorized the switch themselvesMr [redacted] will only honor ***’s charges Investigated Results: · On 05/05/2014, [redacted] authorized the switch to Spark with [redacted] ; an agent associated with the third party vendor, ***Mr [redacted] enrolled in Spark’s Carbon Neutral plan which offers a fixed rate of $a month with no monthly fee and no early termination feePlease note that in the TPV, the verifier states the following (The TPV is attached for your review) “You will be on the dual billing program and will receive one bill from [redacted] for gas transportation services and another bill from Spark Energy for the gas commodity charges.” · On 05/16/2014, Spark issued the Welcome Letter (Letter Attached) · On 11/07/2014, Mr [redacted] called in to see why he was being charged by SparkThe agent advised that he had authorized the switch to SparkMr [redacted] did not request to cancel his service at this time · On 02/19/2015, Spark submitted a cancellation request to the utility company Outcome: Spark apologizes for any inconvenience that this may have caused but believes that the TPV completed on 05/05/by Mr [redacted] validates the enrollmentIn fact, over the last three (3) months, Mr [redacted] experienced a savings through his supply chargesThe comparison between Spark and what the utility would have charged can be seen below: Billing Period Spark Energy Total [redacted] Total 12/17/2014-01/21/ $ $ 11/17-12/17/ $ $ 10/16-11/17/ $ $ Total $ $ Spark has submitted the cancellation request and is currently waiting for the utility to provide the termination dateMr [redacted] will be responsible for all usage charges on the account Please let me know if you have any further questions or concerns.Best Regards, Hector P [redacted] | Consumer Affairs Specialist 3/3/ Complaint I've contracted Spark Energy before via phone and emailLittle did I know how insidious they can beI was re assured several times after experiencing the debacle of being signed up for an electric service I never authorized via signature I find out that my gas bill is with Spark Energy as well How is it legal to see my name on an open account that I never given Spark permission to do thisNot only is this unethical it is illegalUnless this is resolved ASAP they have left me no choice but to explore legal options Desired Resolution I want an apology, a phone log and written documentation form Spark Energy that they will NEVER bill me for any type of utility service Consumer Business Dialog
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, I have not had that email address for years and when I log on to my account it shows my email because I would not be able to log on otherwise to your site I have not rec'd any correspondence from you about my contract I have lived at the same address for years Not only have I been super over charged on my bill for the past three months I just rec'd a final bill that is close to another What is going on!!!!! This is so unfair In my defense I may have to hire an attorney and then we can see who will be getting a refund or not I asked you to send proof that you emailed me Please provide the documentation that was sent to me Again if it was sent to this SBC Global email provide proof and also provide proof the letter was mailed telling me my contract went out of date Also what rate are you using for my bill?? Again I am very disgusted with the fact that you are taking advantage of me and I will NOT tolerate this I demand a refund for all the overcharges on my account Please let me know if you confirm or deny so that I know which step to take next
Tell us why here To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because he states he never enrolled with SparkHe states he received a letter from Spark welcoming him as a new customer only to find out when calling in that he was enrolled by a Door to Door SalesmanMr [redacted] states he cancelled the service but feels the salesman committed fraud Spark would like to apologize for any inconvenience that the customer may have experienced .After careful review of the enrollment details; we have been able to deem both of the enrollments as invalidPlease note that we take complaints of this nature very seriously and because of this; Spark submitted this complaint to the Marketing department and requested to have this incident investigatedWe would like to report that the agent associated with this complaint has been removed from Spark’s campaign and is no longer able to sellWe would like for Mr [redacted] to know that this is not how we train our sales agents nor do we condone this type of behavior As it stands, the accounts are not active as they both rejected due to non- existent account numbersThe customer will not be billed or penalized Please let me know if you have any further questions or concerns Best regards, April ***
Sent: Wednesday, July 08, 3:PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection No [redacted] Ms [redacted] feels that Spark has not resolved her concern in regards to her credit She wants to be assured that the credit of $has been applied to her accountOutcome: Spark apologizes for the delay in responseOn 6/22/2015, Spark applied all credits due to Ms [redacted] and left a remaining balance of $on her accountSpark has forwarded all credits to [redacted] to reflect a $supply chargeOn 7/08/2015, Spark made an attempt to contact Ms [redacted] and advise her of the outcome but left a voicemailPlease let me know if you have any further questions or concernsBest Regards,
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com complaint # [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because she states that she contacted [redacted] and they informed her that with her being in the PIPP program, she could not enroll with SparkShe is requesting for her bill to be corrected Investigative Results: · On 9/24/16, [redacted] authorized an enrollment through a third party vendor, [redacted] ***The account was enrolled in Spark’s Blue plan, which includes a month fixed rate of cents/therm with a $Monthly Service Fee and a $Early Termination Fee (“ETF”)(TPV Attached) · On 9/25/16, Spark generated and mailed the Welcome Letter(Letter Attached) · On 2/21/17, the customer called to cancel the service because she was not receiving the discount from PIPPShe was made aware of the $ETF and a cancellation request was submitted on the account · On 2/22/17, Spark received Revdex.com Complaint # [redacted] · On 2/23/17, Spark received a cancellation confirmation date of 3/16/ Outcome: Spark would like to apologize for any inconvenience the customer may have experiencedAfter careful review of the TPV, we have deemed the enrollment as validIn the TPV, Ms [redacted] was asked if she is currently participating in PIPP or any other LIHEAP program and she stated “No”For this reason, the enrollment was continued by the TPV agent and Ms [redacted] completed the enrollment As it stands, the account will be terminating with Spark on 3/16/As an act of good faith, Spark will be waiving the ETF from the account; however, the customer will be responsible for the supply charges up until 3/16/ Please let me know if you have any further questions or concerns Best regards,Luis ***
To Whom This May Concern:This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No[redacted] .Thank you for bringing [redacted] s concern to our attention and for allowing us to address it.Spark understands Mr [redacted] ’s concerns which is why we have stated that we will re-rate the billing from 3/16/2017-8/16/(scheduled termination date) based on the requested cancellation date of 2/1/As previously mentioned, the cancellation request does not cancel the service immediately as the termination date is solely determined by the utility and not by Spark which usually occurs within 1-billing cyclesFor this reason, Mr [redacted] ’s account does not warrant any additional credits or adjustmentsAdditionally, please be advised that Mr [redacted] is not being charged outside of the 1-billing cycles as the cancellation request was resubmitted by Spark on 7/9/and we were provided a scheduled termination date of 8/16/from the utility due to this cancellation requestIn regards to Mr [redacted] ’s request to see what type of technology Spark has to determine who ended the call, please note that Spark is not required to provide access to its private technologyWe can however, assure the customer that all calls are monitored for quality assurance with access to view anything that transpires on the callWe have thoroughly reviewed the interaction and the Spark agent did not hang up on Mr [redacted] Lastly, Spark feels that all issues have been addressed with an amicable resolution and we ask that this case be administratively closed.Please let me know if you have any further questions or concernsBest regards, April [redacted] | Consumer Affairs SpecialistWickchester Ln, Ste | Houston, TX 77079Tel: 832-333-| Fax: 832-320-2979a***@sparkenergy.com | http://www.sparkenergy.com
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing M [redacted] M [redacted] concern to our attention and for allowing us to address it MrM [redacted] has filed a complaint because the sales agent that approached his mother in a very deceptive mannerHis mother is blind and can’t read or sign any documents and therefore is not authorized to make changes to the accountThe sales agent signed on behalf of his mother but he did not sign his name on the required area of the documentMrM [redacted] wants the enrollment cancelled as well as an apology from Spark Investigated Results: · On 06/17/2015, Mary M [redacted] authorized the switch to Spark with Shanarri O***; an agent associated with the third party vendor ImmergeMsM [redacted] enrolled in Spark’s Green Price Protect plan which offers a rate of per kWh for months with a $monthly fee and a $early termination feeThe TPV is attached for review · On 06/22/2015, Spark issued the Welcome Letter (Letter Attached) · On 06/23/2015, MrM [redacted] called in to cancel the enrollment o The utility confirmed the cancellation of the enrollment on this day Outcome: Spark sincerely apologizes for any inconvenience that this may have causedAlthough MsM [redacted] completed the TPV Spark has determined that the contract document is not valid due to MsM [redacted] missing signatureSpark has submitted this information to the third party vendor and will obtain a statement from the agent involved in the sale as a part of our investigationThe appropriate action will be taken once we’ve concluded our investigationSpark would like to assure the MrM [redacted] that this is not how we train our representatives nor do we condone this type of behavior Spark would like to assure MrM [redacted] that the enrollment has been cancelled and there will be no fees or charges applied to the account An attempt to contact MrM [redacted] was made on 06/29/but Spark was unable to reach him and left a detailed voicemail Please let me know if you have any further questions or concerns Best Regards, Hector P [redacted] | Consumer Affairs Specialist / [redacted] Style Definitions */
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because she states that she found out that Spark was her supplier December 20, and states that on January 2, she requested to cancel the servicesMs [redacted] states she was still being billed by Spark in February and was being charged twice a month when she finally started to receive a bill Ms [redacted] states she had a $1,credit with [redacted] toward her heat for the winter monthsShe states the months that she was billed should have been taken care of with the credit that she had but now she has a bill of $4,Ms [redacted] is requesting the service be cancelled and that the charges be removed Investigative Results: · On 1/2/2015, [redacted] called and requested to cancel the service o On that same day, she was advised that there would be a $ early termination fee and that the service would cancel on the next meter read · On 2/6/2015, Spark was affected by a billing error that caused the customer not to be billed for the gas supply charges · On 6/1/2015, Ms [redacted] called to state that she is not paying the bill and for Spark not to send out another bill to her · On 6/22/2015, Spark advised Ms [redacted] that she was still being billed because her initial Spark account number ( [redacted] ) was cancelled on 2/10/but a new account became active for the address [redacted] Spark account number ( [redacted] ) and cancelled 6/11/ · On 6/29/2015, [redacted] called to state she cannot pay the bill till August and requested to pay $a monthSpark made her aware that the $a month could not be honored · On 10/12/2015, Spark received this ICC complaint · On 10/19/2015, Ms [redacted] called and was advised that her account was still under review by the agent and the supervisor o That same day, Ms [redacted] was contacted by Spark and was advised that the account had been reviewed and the balance on the account was reflecting $The balance of $covered the billing cycle of 11/2014-9/Due to a Spark billing issue Ms [redacted] was not billed during those monthsMs [redacted] was also advised that once the account cancels on 11/9/2015, Spark would do a cost analysis to compare the utility rate against Spark and issue a refund check if an adjustment is warrantedMs [redacted] understood Outcome: Spark would like to apologize for any inconvenience that this may have causedIn an effort to resolve Ms [redacted] ’s concerns Spark has agreed to perform a cost analysis from 1/2/up until 11/9/ to compare the utility rate against Spark If an adjustment is warranted then the refund will be sent out in the form of a check via mailSpark has also waived the $early termination fee Additionally, Spark feels that Ms [redacted] was not properly advised regarding the details of her account(s) cancellation and billingsSpark has forwarded Ms [redacted] ’s concern to our Director of Customer Experience for re-training and coaching opportunities as it relates to providing the customer with correct information and monitoring outbound transactions that ultimately affect the customer Please let me know if you have any further questions or concerns Best regards, / [redacted] Style Definitions */ April L [redacted] | Consumer Affairs Specialist [redacted] Tel: [redacted] / [redacted] Style Definitions */
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] filed a complaint indicating she’d been double billed and was told the issue would be correctedFurthermore, she was supposed to receive a $credit along with a $credit because her usage was above 1000kWh but she has not been credited Spark would like to apologize for any inconvenience that the customer may have experiencedWe’d like to confirm that a credit of $was applied to the billing cycle of 12/11/2017-1/12/which is the $courtesy credit along with the $credit due to Ms [redacted] for the using over 1,kWh based on her electric supply rate’s terms with SparkIn regards to the billing discrepancy, unfortunately, when Ms [redacted] made a payment of $on 9/29/it was misapplied to the wrong account and charged twice in errorHowever, once Spark was made aware of this error we immediately refunded the 2nd $payment back to the customer’s [redacted] credit card on 12/13/As such the billing is corrected and the balance reflected on the billing ledger due to Spark is now $ Please let me know if you have any further questions or concerns Best regards, April ***
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing Sheila [redacted] ’s concern to our attention and for allowing us to address it Ms [redacted] has filed a complaint because Spark is charging her an early termination fee even though she did not request to have her account cancelled Investigated Results: · On 9/30/2014, Spark issued a Termination Notice for the past due balance of $with an expiration date of 10/10/ · On 10/15/2014, Spark issued a disconnection order due to non-payment · On 10/16/2014, the utility confirmed the termination date of 11/25/ · On 7/8/2015, Spark issued a Final Notice advising Ms [redacted] of the early termination fee(Notice Attached) · On 7/15/2015, Ms [redacted] called in to inquire about a final notice she received for a $feeSpark advised her that the service was cancelled due to non-payment · On 7/16/2015, Spark received Revdex.com complaint no [redacted] Outcome: Spark apologizes for any inconvenience that this may have caused but believes that Ms [redacted] was charged correctly per the terms agreed uponAlthough Spark issued the Termination Notice on 9/30/2014, a payment was not received until 10/25/which surpassed the expiration date of 10/10/Spark issued a disconnection order on the account on 10/15/2015;therefore, resulting in Ms [redacted] terminating her contractPer the terms, Spark applied an early termination fee to the account In efforts to resolve Ms [redacted] ’s concern, Spark will waive the early termination fee on the account leaving the account balance at Please let me know if you have any further questions or concerns Best regards,Hector P [redacted] | Consumer Affairs Specialist
To Whom This May Concern: This is Spark Energy’s response to Complaint Rebuttal No [redacted] states that she has proof that she sent in the notice of cancellation Outcome: Although Ms [redacted] sent in the Notice of Cancellation within her rescission period, she did not include the verification code or account number on the noticeWithout the code or the account number, Spark Energy can’t identify the account and submit the proper cancellation requestThis caused Ms***’s account to become activeAs included in the previous response to complaint no [redacted] , Spark Energy confirms that Ms [redacted] will be responsible for all charges accrued through 12/01/2014Please let me know if you have any further questions or concerns.Best Regards, [redacted] | Consumer Affairs Specialist [redacted]
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to [redacted] Thank you for bringing [redacted] concern to our attention and for allowing us to address it [redacted] has filed a complaint because he states that on 08/13/he received a notice indicating that he owed $He has contacted Spark on numerous occasions to inquire on the charges and has received different information each time he callsHe feels that he is not liable for the charges since Spark failed to place them on his bill each month [redacted] also feels that he should not be responsible for the $termination fee that was applied to his account Spark apologizes for any inconvenience that this may have causedAs it relates to [redacted] gas account, please be aware that Spark discovered that the utility was not rejecting accounts individually if they were found to have errors and were in fact rejecting entire files (all of Spark’s customer records) if even one record had an errorUnfortunately, the process to resend the “good” records was not working effectivelyHowever, Spark has since implemented a new process to identify the rejected files, extract the flawed accounts, and immediately resend the remaining accounts in accordance with the utility billing window Spark has been in direct contact with the customer and has come to a mutual agreementSpark has agreed to adjust the $termination fee as well as offer an adjustment off the balanceThe customer will only be responsible for the remaining balance of $ Please let me know if you have any further questions or concerns Best regards, Martha L [redacted] | Consumer Affairs Supervisor [redacted] | [redacted] | http://www.sparkenergy.com / [redacted] Style Definitions */