To Whom It 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 Mr [redacted] filed a complaint because he received a bill for $from SparkHe was told by Spark that his supply charges weren’t included on his bill and therefore received a high bill Investigated Results: · On 4/24/2015, it was discovered that [redacted] supply charges were rejected for billing periods 12/01/2014-4/29/Therefore, his supply charges were not included in his utility bill · On 5/6/2015, Spark contacted Mr [redacted] and informed him of the billing issueHe stated that he would call back when he received his next bill · On 5/13/2015, Spark made an attempt to contact Mr [redacted] and sa payment plan but left a voicemail · On 6/8/2015, Mr [redacted] called in to discuss his bill and state that he was not going to make any payments towards the balance · On 6/9/2015, Mr [redacted] called in to cancel his account with Spark · On 6/11/2015, the utility confirmed the termination date of 6/29/ Outcome: Spark apologizes for any inconvenience that this may have caused but believes that Mr [redacted] was charged correctly per the terms agreed uponDue to the missed billing windows, the customer did experience reduced invoices; consequently, he would be responsible once these oversights were corrected 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 error Unfortunately, the process to resend the "good" records was not working effectively However, 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 Mr [redacted] account was terminated on 6/29/as determined by the utility company and he will be responsible for all usage charges on the accountHowever, Spark waived the early termination fee as a courtesy.Spark strongly suggests that Mr [redacted] contact our Customer Service department to review his payment options He can speak with one of our designated billing specialists and allow them to assist him and offer payment arrangements, which are available to customers in such matters Please let me know if you have any further questions or concerns Best Regards,Hector [redacted] | Consumer Affairs Specialist
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 did not authorize the switch to Spark Investigated Results: · On 6/22/2015, someone claiming to be [redacted] authorized the switch to Spark · On 6/30/2015, [redacted] called in to cancel his account with Spark due to him not authorizing the switch o The utility confirmed that the enrollment was terminated Outcome: Spark apologizes for any inconvenience that this may have causedAfter reviewing the TPV, Spark has determined that [redacted] did not authorize the switch to SparkSpark 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 [redacted] that this is not how we train our representatives nor do we condone this type of behavior Spark would like to assure [redacted] that the enrollment has been cancelled and his services are not scheduled to switch to Spark Please let me know if you have any further questions or concerns.Best Regards, Hector P [redacted] | Consumer Affairs Specialist
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 The fact is, if I had gotten any bill from them I would have understood that I was still being charged The absolutely unprofessional process of not billing me lead to me not knowing that my service would possible still be active Everyone should know the type of unethically company this is I do not accept their very lame response to an error made on their part I want them to be totally accountable for their error I paid my bill in full every month Once I cancelled, I had no bills That was my proof that there was no issue
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 This company is a fraudulent company and they know they are a fraudulent company Their timeline doesn't add up, and every time they come back they have a different story Nonetheless, I never contracted with them And they will never be able to prove in court that I contracted with them Thank you Regards,
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Spark has read and understands the customer’s concernPlease note that we stated on the original response that once Ms [redacted] ’s account terminated on 4/11/that Spark would perform a cost analysisThe billing department has already begun the calculation process and will provide an update once completed Please let me know if you have any further questions or concerns Best regards, April ***| Consumer Affairs SpecialistWickchester Ln, Ste | Houston, TX
To Whom This May Concern: This is Spark Energy’s 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 was billed for three months of service after her cancellation requestShe received her termination confirmation documents on 02/04/and was advised that she would be switching back to her utility companyHowever, she was charged again by Spark Energy in October After speaking with multiple representatives at Spark Energy, she was told that they would not give her a credit for the additional months and that they could only terminate the account Investigated Results: · On 04/06/2011, Ms [redacted] authorized the switch to Spark Energy with James Jones; an agent who is with the third party vendor, UMAMs [redacted] enrolled in Spark Energy’s Immediate Savings plan which offers up to an 8% savings over the published utility rate for the first two months followed by a competitive variable rate thereafterThe TPV is attached for your review · On 05/20/2011, Spark Energy services became active · On 01/26/2012, Ms [redacted] called in to cancel her account with Spark EnergyThe agent was able to retain the customer by offering a fixed rate with no early termination feesMs [redacted] agreed to continue her services with Spark Energy · On 09/19/2013, Spark Energy received a market transaction from the utility company requesting to cancel the Spark Energy services on 09/18/ · On 09/30/2013, an enrollment was processed for address [redacted] The enrollment was for Spark Energy’s Standard plan which offers a fixed rate of for months with a $monthly fee and no early termination fee (No TPV or signed contract is available at this time) · On 10/22/2013, Spark Energy issued the Welcome Letter(Letter Attached) · On 09/17/2014, Spark Energy services became active as determined by the utility company · The following bills were generated: o 10/19/2014- $o 11/19/2014- $o 12/18/2014- $ · On 11/26/2014, a Spark Energy Collections agent reached out to Ms [redacted] due to a past due balance on the accountMs [redacted] requested to have her Spark energy account terminated at this time The collections agent submitted a cancellation request to the utility company · On 11/27/2014, Spark Energy received a response from the utility company that confirmed the termination date of 12/17/ Outcome: Spark Energy apologizes for any inconvenience that this may have causedUnfortunately, Spark Energy was unable to locate the TPV/Contract for the enrollment processed on 09/30/Therefore, in efforts to resolve the customer’s concern, Spark Energy has processed a cost analysis that compares the utility rate versus the Spark Energy rate for billing periods 09/18/2014-12/17/The cost analysis determined that a refund in the amount of $is owed to Ms [redacted] Spark Energy will send Ms [redacted] a check in the amount of $to her mailing address: [redacted] Please let me know if you have any further questions.Best Regards, Hector [redacted] | Consumer Affairs Specialist***@sparkenergy.com
[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 The switch hold was removed and we have changed providersThank you
To Whom This May Concern: This is Spark Energy’s 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 she did not authorize Spark Energy as her supplier She states that the sales representative approached her daughter-in-law and as soon as she got home she contacted Spark Energy to cancel the enrollmentShe has continued to receive bills for the month of October and November Investigated Results: On 08/22/2014, [redacted] ( [redacted] daughter-in-law) authorized the switch to Spark Energy with [redacted] ***; an agent who is with the third party vendor, *** [redacted] enrolled in Spark Energy’s [redacted] plan which offers a fixed rate of per therm with a $monthly fee and a $early termination feeThe TPV is attached for your review On 08/22/2014, [redacted] sent an email to Spark Energy requesting to cancel the enrollment On 08/23/2014, Spark Energy responded to the aforementioned email requesting for account number details to process the cancellation On 08/23/2014, [redacted] provided her account information for cancellation consisting of the account number [redacted] Spark Energy added [redacted] information to the rescind queue to cancel the enrollment On 11/08/2014, [redacted] called in to inquire as to why she is being billed by Spark Energy if she already cancelled the serviceAt this time it was discovered that [redacted] had previously provided the incorrect account number ( [redacted] )At this time, Spark Energy submitted the cancellation request on the correct account number ( [redacted] ) On 12/12/2014, [redacted] called in regards to her Spark Energy chargesShe confirmed that she contacted Spark Energy on the same day of enrollment to cancelCustomer was escalated to a supervisor who advised [redacted] to forward the cancellation email she sent on 08/23/ On 12/12/2014, a supervisor made an attempt to contact [redacted] in regards to her concern and left a voicemail On 12/12/2014, the supervisor handling [redacted] issue submitted a request to waive all charges on [redacted] account for billing period 10/01-12/02/ On 12/15/2014, Spark Energy made an attempt to contact [redacted] at phone number [redacted] to inform her about waiving the charges on her accountA voicemail was left for a call back Outcome: Spark Energy apologizes for any inconvenience that this may have causedSpark Energy believes that the TPV authenticates [redacted] account being enrolled by [redacted] , her daughter-in-law [redacted] did contact Spark Energy within her rescission period to cancel the enrollment, however, the wrong account details (account number [redacted] ) were provided to Spark Energy Therefore, the cancellation request was not processed on [redacted] account; which resulted in her receiving charges from Spark Energy Once the request was submitted on 11/08/on the correct account, Spark Energy received a response from the utility company which determined the termination date of 12/02/ In efforts to resolve [redacted] concern, Spark Energy will waive all charges accrued on the account while active for billing periods 10/01-12/02/ Please let me know if you have any further questionsBest Regards, Hector P [redacted]
[redacted] is not my [redacted] , I was not aware until I got the bill in December, I called and explained and ask to disconnectI paid for serviceThis account was not authorized my meWhen I finally was made aware I contacted companyBy your own recording you DO NOT HAVE MYSELF entering into any agreementI am sure a court of law would not see this as a verbal agreementNow that I have recording, I should ask for ALL my money backI just want disconnect fee waivedHow could they possibly make an agreement wit a third party NOT listed on Account, or verify changes with myselfShame on them
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 Spark fraudulently misrepresented the company as being [redacted] and switched the gas supplierThe customer states the agent took her phone and clicked on all of the questions sent by emailMs [redacted] states she realized it was fraud when the email confirmed her changeThe customer states she has contacted Spark and was told to allow two billing cycles and she also states [redacted] will not assistMs [redacted] wants the Spark service cancelled now.Investigative Results:· On 11/19/2016, [redacted] authorized the enrollment to Spark via the electronic enrollment application with an agent from third party vendor EGCThe plan enrolled is the Blue for cents/therm for months with a $Monthly Service Fee (“MSF”) and a $Early Termination Fee (“ETF”)(Authorization with signature Attached)· On 11/18/2016, Spark generated and sent the Welcome Letter(Letter Attached)· On 12/19/2016, the Spark service became effective.· On 1/24/2017, Ms [redacted] contacted Spark to see why she was being billed and was advised that the utility accepted the enrollment and became active but that the service also terminated 1/20/The Spark agent submitted the billing for review· On 2/21/2017, Ms [redacted] contacted Spark inquiring as to why she is still being billedThe Spark agent apologized and advised the customer that the billing would be adjusted· On 2/22/2017, Spark received Revdex.com Complaint No [redacted] .· On 2/27/2017, Spark communicated with Ms [redacted] via email and submitted a cancellation request per the email receivedOutcome:Spark would like to apologize for any inconvenience that the customer may have experiencedTo re-confirm, Ms [redacted] states that the Spark agent posed as a [redacted] representative in order to switch the serviceThe customer also states that she did not realize the service was being switched until she received an email that confirmed the changePlease note that prior to receiving a list of qualifying statements to authorize the service; the customer reads the Consumer Rights and consents to receiving a TPV via textOnce they do then the attached document, which is a snap shot of the Sales Verification Page, is sent to the customer via a link to the Web TPV verification screen to complete the verification This process, which can only be accomplished via the customer’s phone and IP address, requires the customer to click on each one of the verifications for the Terms & ConditionsThe selection of “NO” by the customer during this process will cancel the orderAdditionally the customer and the sales gent must provide a signature for the completion of the authorized enrollment(See signatures on attachment provided)As it stands, the Spark service is pending termination; the date is solely determined by the utility and not by SparkOnce the service terminates then Spark will perform a re-rate from the effective date to the termination dateLastly, Spark takes any customer’s complaint very seriouslyFor this reason, we have submitted Ms***’s concerns to the Marketing department in an attempt to obtain a statement from the agent associated with this case as well as take any disciplinary action deemed necessaryWe would like to confirm that this is not how we train our sales agents nor do we condone this type of behaviorPlease let me know if you have any further questions or concernsBest regards, April ***
To Whom It 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 itMr [redacted] has filed a complaint because a switch hold was placed on his account in errorMr [redacted] has paid all of his bills in full and wants to switch providers but can’t due to the switch holdOutcome: Spark apologizes for any inconvenience that this may have causedWe are currently reviewing your caseFurthermore, we would like to acknowledge that we received PUC complaint no [redacted] which also pertains to the issue mentioned aboveWe are working diligently on providing a resolution for you and will provide an update as soon as possibleIf you have any further questions at this time please feel free to contact me at 832-588-or reply to this message.Best Regards, Hector [redacted] | Consumer Affairs Specialist
[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 However, if the rate difference refund is not issued to me I will be opening a new complaint into the matter
To Whom This May Concern: This is [redacted] ’s (“***”) response to Revdex.com Complaint No Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it Ms [redacted] has filed a complaint because she states that the [redacted] agent that approached her house was lying and being deceitfulThe agent asked to see her bill and also claimed to have been sent from the government to make sure she was receiving benefits and payment protectionShe feels that people are being scammed in her area Outcome: [redacted] has submitted this information to the third party vendor and will obtain a statementWe would like to confirm that this is not how we train our representatives nor do we condone this type of behavior [redacted] sincerely apologizes for any inconvenience this may have caused and would like to ensure that we are continuously reinforcing our training and sales guidelines with all of our sales vendors on how to properly inform potential customers of our products and services We’d like to confirm that [redacted] has placed Ms [redacted] ’s address of [redacted] , [redacted] to our “Do Not Solicit” list as well as added the phone number of [redacted] to our “Do Not Call” list Please let me know if you have any further questions or concerns.Best Regards, [redacted] | Consumer Affairs Specialist
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No: [redacted] Thank you for brining Mr [redacted] ’s concern to our attention and for allowing us to address it Mr [redacted] has filed a complaint because he has been receiving repeated telemarketing calls as well as door to door solicitations Mr [redacted] states that the sales agents are often misleading and deceptive He had requested to have the solicitations stopped; however he continues to be solicited even when he has no trespassing signs postedMr [redacted] would like for all solicitations to be stopped and wishes to be left alone Spark Energy takes every possible opportunity to ensure that all sales representatives that visit prospective customers are conducting themselves in the most truthful and professional mannerWe have communicated the customer’s complaint to our sales group to ensure that every representative is presenting Spark Energy’s service correctlyFurthermore, Spark Energy is conducting an investigation to identify the agents that reached out to Mr [redacted] to identify any retraining opportunities We’d like to also confirm that Spark Energy has added Mr [redacted] ’s address of [redacted] # [redacted] , CA [redacted] to our “Do Not Solicit” list as well as added the phone number of (***) ***- [redacted] to our “Do Not Call” list Spark Energy sincerely apologizes for any inconvenience this may have caused and we are continuously reinforcing our training and sales guidelines with all of our sales vendors on how to properly inform potential customers of our products and services Please do not hesitate to contact me if you should have any further questions or concerns regarding this matter Best regards, Martha L [redacted] | Consumer Affairs Supervisor / [redacted] Style Definitions */
To Whom It 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 Mr [redacted] filed a complaint because he received a bill for $from SparkHe was told by Spark that his supply charges weren’t included on his bill and therefore received a high bill Investigated Results: · On 4/24/2015, it was discovered that [redacted] supply charges were rejected for billing periods 12/01/2014-4/29/Therefore, his supply charges were not included in his utility bill · On 5/6/2015, Spark contacted Mr [redacted] and informed him of the billing issueHe stated that he would call back when he received his next bill · On 5/13/2015, Spark made an attempt to contact Mr [redacted] and sa payment plan but left a voicemail · On 6/8/2015, Mr [redacted] called in to discuss his bill and state that he was not going to make any payments towards the balance · On 6/9/2015, Mr [redacted] called in to cancel his account with Spark · On 6/11/2015, the utility confirmed the termination date of 6/29/ Outcome: Spark apologizes for any inconvenience that this may have caused but believes that Mr [redacted] was charged correctly per the terms agreed uponDue to the missed billing windows, the customer did experience reduced invoices; consequently, he would be responsible once these oversights were corrected 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 error Unfortunately, the process to resend the "good" records was not working effectively However, 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 Mr [redacted] account was terminated on 6/29/as determined by the utility company and he will be responsible for all usage charges on the accountHowever, Spark waived the early termination fee as a courtesy.Spark strongly suggests that Mr [redacted] contact our Customer Service department to review his payment options He can speak with one of our designated billing specialists and allow them to assist him and offer payment arrangements, which are available to customers in such matters Please let me know if you have any further questions or concerns Best Regards,Hector [redacted] | Consumer Affairs Specialist
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 did not authorize the switch to Spark Investigated Results: · On 6/22/2015, someone claiming to be [redacted] authorized the switch to Spark · On 6/30/2015, [redacted] called in to cancel his account with Spark due to him not authorizing the switch o The utility confirmed that the enrollment was terminated Outcome: Spark apologizes for any inconvenience that this may have causedAfter reviewing the TPV, Spark has determined that [redacted] did not authorize the switch to SparkSpark 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 [redacted] that this is not how we train our representatives nor do we condone this type of behavior Spark would like to assure [redacted] that the enrollment has been cancelled and his services are not scheduled to switch to Spark Please let me know if you have any further questions or concerns.Best Regards, Hector P [redacted] | Consumer Affairs Specialist
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 The fact is, if I had gotten any bill from them I would have understood that I was still being charged The absolutely unprofessional process of not billing me lead to me not knowing that my service would possible still be active Everyone should know the type of unethically company this is I do not accept their very lame response to an error made on their part I want them to be totally accountable for their error I paid my bill in full every month Once I cancelled, I had no bills That was my proof that there was no issue
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 This company is a fraudulent company and they know they are a fraudulent company Their timeline doesn't add up, and every time they come back they have a different story Nonetheless, I never contracted with them And they will never be able to prove in court that I contracted with them Thank you Regards,
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Spark has read and understands the customer’s concernPlease note that we stated on the original response that once Ms [redacted] ’s account terminated on 4/11/that Spark would perform a cost analysisThe billing department has already begun the calculation process and will provide an update once completed Please let me know if you have any further questions or concerns Best regards, April ***| Consumer Affairs SpecialistWickchester Ln, Ste | Houston, TX
To Whom This May Concern: This is Spark Energy’s 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 was billed for three months of service after her cancellation requestShe received her termination confirmation documents on 02/04/and was advised that she would be switching back to her utility companyHowever, she was charged again by Spark Energy in October After speaking with multiple representatives at Spark Energy, she was told that they would not give her a credit for the additional months and that they could only terminate the account Investigated Results: · On 04/06/2011, Ms [redacted] authorized the switch to Spark Energy with James Jones; an agent who is with the third party vendor, UMAMs [redacted] enrolled in Spark Energy’s Immediate Savings plan which offers up to an 8% savings over the published utility rate for the first two months followed by a competitive variable rate thereafterThe TPV is attached for your review · On 05/20/2011, Spark Energy services became active · On 01/26/2012, Ms [redacted] called in to cancel her account with Spark EnergyThe agent was able to retain the customer by offering a fixed rate with no early termination feesMs [redacted] agreed to continue her services with Spark Energy · On 09/19/2013, Spark Energy received a market transaction from the utility company requesting to cancel the Spark Energy services on 09/18/ · On 09/30/2013, an enrollment was processed for address [redacted] The enrollment was for Spark Energy’s Standard plan which offers a fixed rate of for months with a $monthly fee and no early termination fee (No TPV or signed contract is available at this time) · On 10/22/2013, Spark Energy issued the Welcome Letter(Letter Attached) · On 09/17/2014, Spark Energy services became active as determined by the utility company · The following bills were generated: o 10/19/2014- $o 11/19/2014- $o 12/18/2014- $ · On 11/26/2014, a Spark Energy Collections agent reached out to Ms [redacted] due to a past due balance on the accountMs [redacted] requested to have her Spark energy account terminated at this time The collections agent submitted a cancellation request to the utility company · On 11/27/2014, Spark Energy received a response from the utility company that confirmed the termination date of 12/17/ Outcome: Spark Energy apologizes for any inconvenience that this may have causedUnfortunately, Spark Energy was unable to locate the TPV/Contract for the enrollment processed on 09/30/Therefore, in efforts to resolve the customer’s concern, Spark Energy has processed a cost analysis that compares the utility rate versus the Spark Energy rate for billing periods 09/18/2014-12/17/The cost analysis determined that a refund in the amount of $is owed to Ms [redacted] Spark Energy will send Ms [redacted] a check in the amount of $to her mailing address: [redacted] Please let me know if you have any further questions.Best Regards, Hector [redacted] | Consumer Affairs Specialist***@sparkenergy.com
[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 The switch hold was removed and we have changed providersThank you
To Whom This May Concern: This is Spark Energy’s 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 she did not authorize Spark Energy as her supplier She states that the sales representative approached her daughter-in-law and as soon as she got home she contacted Spark Energy to cancel the enrollmentShe has continued to receive bills for the month of October and November Investigated Results: On 08/22/2014, [redacted] ( [redacted] daughter-in-law) authorized the switch to Spark Energy with [redacted] ***; an agent who is with the third party vendor, *** [redacted] enrolled in Spark Energy’s [redacted] plan which offers a fixed rate of per therm with a $monthly fee and a $early termination feeThe TPV is attached for your review On 08/22/2014, [redacted] sent an email to Spark Energy requesting to cancel the enrollment On 08/23/2014, Spark Energy responded to the aforementioned email requesting for account number details to process the cancellation On 08/23/2014, [redacted] provided her account information for cancellation consisting of the account number [redacted] Spark Energy added [redacted] information to the rescind queue to cancel the enrollment On 11/08/2014, [redacted] called in to inquire as to why she is being billed by Spark Energy if she already cancelled the serviceAt this time it was discovered that [redacted] had previously provided the incorrect account number ( [redacted] )At this time, Spark Energy submitted the cancellation request on the correct account number ( [redacted] ) On 12/12/2014, [redacted] called in regards to her Spark Energy chargesShe confirmed that she contacted Spark Energy on the same day of enrollment to cancelCustomer was escalated to a supervisor who advised [redacted] to forward the cancellation email she sent on 08/23/ On 12/12/2014, a supervisor made an attempt to contact [redacted] in regards to her concern and left a voicemail On 12/12/2014, the supervisor handling [redacted] issue submitted a request to waive all charges on [redacted] account for billing period 10/01-12/02/ On 12/15/2014, Spark Energy made an attempt to contact [redacted] at phone number [redacted] to inform her about waiving the charges on her accountA voicemail was left for a call back Outcome: Spark Energy apologizes for any inconvenience that this may have causedSpark Energy believes that the TPV authenticates [redacted] account being enrolled by [redacted] , her daughter-in-law [redacted] did contact Spark Energy within her rescission period to cancel the enrollment, however, the wrong account details (account number [redacted] ) were provided to Spark Energy Therefore, the cancellation request was not processed on [redacted] account; which resulted in her receiving charges from Spark Energy Once the request was submitted on 11/08/on the correct account, Spark Energy received a response from the utility company which determined the termination date of 12/02/ In efforts to resolve [redacted] concern, Spark Energy will waive all charges accrued on the account while active for billing periods 10/01-12/02/ Please let me know if you have any further questionsBest Regards, Hector P [redacted]
[redacted] is not my [redacted] , I was not aware until I got the bill in December, I called and explained and ask to disconnectI paid for serviceThis account was not authorized my meWhen I finally was made aware I contacted companyBy your own recording you DO NOT HAVE MYSELF entering into any agreementI am sure a court of law would not see this as a verbal agreementNow that I have recording, I should ask for ALL my money backI just want disconnect fee waivedHow could they possibly make an agreement wit a third party NOT listed on Account, or verify changes with myselfShame on them
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 Spark fraudulently misrepresented the company as being [redacted] and switched the gas supplierThe customer states the agent took her phone and clicked on all of the questions sent by emailMs [redacted] states she realized it was fraud when the email confirmed her changeThe customer states she has contacted Spark and was told to allow two billing cycles and she also states [redacted] will not assistMs [redacted] wants the Spark service cancelled now.Investigative Results:· On 11/19/2016, [redacted] authorized the enrollment to Spark via the electronic enrollment application with an agent from third party vendor EGCThe plan enrolled is the Blue for cents/therm for months with a $Monthly Service Fee (“MSF”) and a $Early Termination Fee (“ETF”)(Authorization with signature Attached)· On 11/18/2016, Spark generated and sent the Welcome Letter(Letter Attached)· On 12/19/2016, the Spark service became effective.· On 1/24/2017, Ms [redacted] contacted Spark to see why she was being billed and was advised that the utility accepted the enrollment and became active but that the service also terminated 1/20/The Spark agent submitted the billing for review· On 2/21/2017, Ms [redacted] contacted Spark inquiring as to why she is still being billedThe Spark agent apologized and advised the customer that the billing would be adjusted· On 2/22/2017, Spark received Revdex.com Complaint No [redacted] .· On 2/27/2017, Spark communicated with Ms [redacted] via email and submitted a cancellation request per the email receivedOutcome:Spark would like to apologize for any inconvenience that the customer may have experiencedTo re-confirm, Ms [redacted] states that the Spark agent posed as a [redacted] representative in order to switch the serviceThe customer also states that she did not realize the service was being switched until she received an email that confirmed the changePlease note that prior to receiving a list of qualifying statements to authorize the service; the customer reads the Consumer Rights and consents to receiving a TPV via textOnce they do then the attached document, which is a snap shot of the Sales Verification Page, is sent to the customer via a link to the Web TPV verification screen to complete the verification This process, which can only be accomplished via the customer’s phone and IP address, requires the customer to click on each one of the verifications for the Terms & ConditionsThe selection of “NO” by the customer during this process will cancel the orderAdditionally the customer and the sales gent must provide a signature for the completion of the authorized enrollment(See signatures on attachment provided)As it stands, the Spark service is pending termination; the date is solely determined by the utility and not by SparkOnce the service terminates then Spark will perform a re-rate from the effective date to the termination dateLastly, Spark takes any customer’s complaint very seriouslyFor this reason, we have submitted Ms***’s concerns to the Marketing department in an attempt to obtain a statement from the agent associated with this case as well as take any disciplinary action deemed necessaryWe would like to confirm that this is not how we train our sales agents nor do we condone this type of behaviorPlease let me know if you have any further questions or concernsBest regards, April ***
To Whom It 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 itMr [redacted] has filed a complaint because a switch hold was placed on his account in errorMr [redacted] has paid all of his bills in full and wants to switch providers but can’t due to the switch holdOutcome: Spark apologizes for any inconvenience that this may have causedWe are currently reviewing your caseFurthermore, we would like to acknowledge that we received PUC complaint no [redacted] which also pertains to the issue mentioned aboveWe are working diligently on providing a resolution for you and will provide an update as soon as possibleIf you have any further questions at this time please feel free to contact me at 832-588-or reply to this message.Best Regards, Hector [redacted] | Consumer Affairs Specialist
[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 However, if the rate difference refund is not issued to me I will be opening a new complaint into the matter
To Whom This May Concern: This is [redacted] ’s (“***”) response to Revdex.com Complaint No Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it Ms [redacted] has filed a complaint because she states that the [redacted] agent that approached her house was lying and being deceitfulThe agent asked to see her bill and also claimed to have been sent from the government to make sure she was receiving benefits and payment protectionShe feels that people are being scammed in her area Outcome: [redacted] has submitted this information to the third party vendor and will obtain a statementWe would like to confirm that this is not how we train our representatives nor do we condone this type of behavior [redacted] sincerely apologizes for any inconvenience this may have caused and would like to ensure that we are continuously reinforcing our training and sales guidelines with all of our sales vendors on how to properly inform potential customers of our products and services We’d like to confirm that [redacted] has placed Ms [redacted] ’s address of [redacted] , [redacted] to our “Do Not Solicit” list as well as added the phone number of [redacted] to our “Do Not Call” list Please let me know if you have any further questions or concerns.Best Regards, [redacted] | Consumer Affairs Specialist
To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No: [redacted] Thank you for brining Mr [redacted] ’s concern to our attention and for allowing us to address it Mr [redacted] has filed a complaint because he has been receiving repeated telemarketing calls as well as door to door solicitations Mr [redacted] states that the sales agents are often misleading and deceptive He had requested to have the solicitations stopped; however he continues to be solicited even when he has no trespassing signs postedMr [redacted] would like for all solicitations to be stopped and wishes to be left alone Spark Energy takes every possible opportunity to ensure that all sales representatives that visit prospective customers are conducting themselves in the most truthful and professional mannerWe have communicated the customer’s complaint to our sales group to ensure that every representative is presenting Spark Energy’s service correctlyFurthermore, Spark Energy is conducting an investigation to identify the agents that reached out to Mr [redacted] to identify any retraining opportunities We’d like to also confirm that Spark Energy has added Mr [redacted] ’s address of [redacted] # [redacted] , CA [redacted] to our “Do Not Solicit” list as well as added the phone number of (***) ***- [redacted] to our “Do Not Call” list Spark Energy sincerely apologizes for any inconvenience this may have caused and we are continuously reinforcing our training and sales guidelines with all of our sales vendors on how to properly inform potential customers of our products and services Please do not hesitate to contact me if you should have any further questions or concerns regarding this matter Best regards, Martha L [redacted] | Consumer Affairs Supervisor / [redacted] Style Definitions */