Spark Energy, L.P.

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] concern to our attention and for allowing us to address it.
[redacted] has filed a complaint because she states that she cancelled...

her Spark service after receiving a high bill. She recently received a collections letter and is disputing the balance.
Investigative Results:
·         On 12/30/2015, [redacted] called Spark to cancel the service due to increased billing. Spark submitted the cancellation and advised the customer to allow 30-45 days for the request to complete.
·         On 12/31/2015, Spark received the effective termination date of 1/12/2016 from the utility.
·         On 1/12/2016, the Spark service terminated.
·         On 6/16/2016, Spark erroneously placed [redacted] account with a Collection’s agency due to the remaining account balance of $97.86 reflected.
·         On 7/6/2016, Spark received Revdex.com Complaint No. [redacted].
·         On 7/14/2016, Spark removed the account from collections and waived the balance of $97.86.
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced. After careful review of the account, we were able to determine that [redacted] account was placed with collections in error. We cannot apologize enough for this occurrence and have done our absolute best to make it right for the customer.
In an effort to resolve the customer’s concerns, Spark has adjusted the balance of $97.86. The Spark account now reflects a zero balance. In regards to [redacted] credit report; Spark utilizes a third party collection agency to assist in collecting balances. Spark does not report this to any credit bureau.
Please let me know if you have any further questions or concerns.
Best regards,
[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 was promised
by Spark that he would not...

receive any more bills. He never authorized the
switch and he is still being charged.
Investigated
Results:
·        
On 08/12/2014, Mr. [redacted] authorized the switch
to Spark with [redacted]; an agent associated with the third party vendor,
[redacted]. Mr. [redacted] enrolled in Spark’s Carbon Neutral plan which offers
a fixed rate of .75 per therm for 12 months with a $4.95 monthly fee and a $100
early termination fee. The TPV is attached for your review.
·        
On 08/12/2014, Mr. [redacted] called in to cancel
his services and was placed in the rescind queue.
·        
On 09/10/2014, Spark services became active.
·        
On 12/17/2014, Mr. [redacted] called in to dispute
his charges since he requested to terminate his account at the time of enrollment.
Spark agreed to re-rate two months of service and apply a credit of $31.83 to
the account. A cancellation request was submitted on this day as well as a
request to have the early termination fee of $100.00 waived.
·        
On 01/08/2015, the utility confirmed the
termination date of 02/11/2015.
·        
On 02/25/2015, Mr. [redacted] called in to inquire
about his termination date. Spark confirmed that his account was cancelled on
02/11/2015. Mr. [redacted] stated that he would pay his final balance of $34.95.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that the TPV completed by [redacted] (son) on
08/12/2014 validates the enrollment. However, in efforts to resolve the
customer’s concern, Spark will re-rate his last month of service back to the
utility rate. Spark will send a check in the amount of $21.49 to Mr. [redacted]s
mailing address within 14 days.Please let me know if you have any fruther questions or concerns. Best Regards, Hector P[redacted] | Consumer Affairs Specialist

To Whom This May Concern:
This is Spark Energy's response to Revdex.com Case # [redacted]
Thank you for bringing [redacted]'s concern to our
attention and for allowing us to address it
Mr[redacted] has filed a complaint because he states that the
agent that visited his home was
very persistent with his sales pitchMr[redacted]
was not interested and after getting angered the interaction became
confrontationalOnce the sales agent
left, Mr[redacted] contact his County Sheriff's office to file a reportIn
addition, Mr[redacted] states that what the sales agents are doing is harassment,
and they can be arrested for thatHe believes that Spark Energy is a scam
We'd like to assure Mr[redacted] that Spark Energy is
definitely not a scamWe're an electricity and natural gas provider that's
been in business for more than a decade and serve hundreds of thousands of
customers from coast to coastSpark Energy has investigated the information
provided by Mr[redacted] and has been able to identify the sales agent that was
involved in this incidentUpon identifying the sales agent involved, Spark
Energy immediately terminated him. Spark
Energy takes these types of complaints seriously and does not condone this type
of behavior at all
Spark Energy makes every effort possible to ensure that all
sales representatives that visit prospective customers are conducting
themselves in a professional and truthful mannerWe have communicated the
customer's complaint to our sales group to ensure that all representatives are
presenting Spark Energy's service correctlyWe'd like to assure Mr[redacted] again,
that what he has described is not how we train our sales force, nor do we
condone this type of behavior
Spark Energy sincerely apologizes for any inconvenience this
may havePlease 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

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 he states that
he did not save any money by enrolling with...

Spark Energy services. He feels
that he was double charged. Mr. [redacted] also states that he was told by the
sales representative that he would no longer need to pay PGE and would now only
pay Spark Energy.
Investigated
Results:
·        
On 10/21/2014, Mr. [redacted] authorized the switch
to Spark Energy with a sales representative from Empower Sales (EMS). Mr.
[redacted] enrolled in Spark Energy’s Blue plan which offers a fixed rate of .825
per therm for 12 months with a $4.95 monthly fee and a $100.00 early
termination fee.
·        
On 10/24/2014, Spark Energy issued the Welcome
Letter. (Letter Attached)
·        
On 12/03/2014, Spark Energy services became
active.
·        
On 01/07/2015, Mr. [redacted] called in to cancel
his account with Spark Energy and was provided with confirmation number
01077033.
·        
On 01/08/2015, Spark Energy received a response
from the utility company that confirmed the termination date of 02/02/2015.
Outcome:
Spark Energy sincerely apologizes for any inconvenience that
this may have caused. Spark Energy takes every possible opportunity to ensure
that all sales representatives that contact prospective customers are
conducting themselves in the most truthful and professional manner. We have
communicated the customer’s complaint to our sales group to ensure that every
representative is presenting Spark’s service correctly. We would also like to
report that this incident is under review so that the appropriate action can be
assessed to the sales agent responsible.
Spark Energy utilizes third party vendors for the recording
and storage of TPV’s. Unfortunately, the vendor involved with this account was
unable to provide the TPV recording due to server issues. Since Spark Energy is
not able to validate the plan agreed upon, Spark Energy will, in efforts to
resolve the customer’s concern, process a cost analysis which compares the
utility rate versus the Spark Energy rate for billing periods
12/03/2014-02/02/2015. This will determine if Mr. [redacted] is due a credit. Upon
completion of the cost analysis, if a credit is due, Spark Energy will apply
the adjustment to Mr. [redacted]’s account and he will be responsible for the
remaining balance, if any. Furthermore, Spark Energy will waive the early
termination fee of $100.00.
Mr. [redacted]’s account will be completely terminated on
02/02/2015 as determined by the utility company.
Please let me know if you have any further
questions or concerns.Best Regards, Hector [redacted] | Consumer Affairs Specialist[redacted]

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.
Ms. [redacted] has filed a complaint because she did not authorize
the switch to Spark. She states...

that Spark has approached her house on six
occasions but state that they are there on behalf of the utility company. They
made her answer a few questions over the phone but they did not translate any
of the questions. She is a Spanish Speaker and is afraid that she will lose her
gas service. Now she is receiving separate bills aside from her utility
company.
Investigated
Results:
·        
On 10/16/2014, Ms. [redacted] authorized the switch to
Spark with David [redacted]; an agent associated with the third party vendor
Immerge. Ms. [redacted] enrolled in Spark’s Price Protect plan which offers a rate of
.1099 per kWh for 12 months with a $4.95 monthly fee and a $100.00 early
termination fee. The TPV is attached for your review.
·        
On 10/17/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 12/03/2014, Spark services became active.
·        
On 02/05/2015, Spark received a cancellation
request from the utility company with the termination date of 03/05/2015.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that the TPV completed on 10/16/2015 completed by Ms. [redacted]
validates the enrollment. The verifier clearly states that the call is to
complete the enrollment for spark services. Furthermore, after reviewing the
TPV, it appears that Ms. [redacted] was able to understand the verifier as well as the
questions being asked. However, in efforts to resolve Ms. [redacted]’s concern, Spark
has agreed to waive the early termination fee which will leave Ms. [redacted]’s
account balance at $0.00.
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]’s concern to our
attention and for allowing us to address it.
Mr. [redacted] has filed a complaint because he was told that
his bills would be lower...

with Spark but instead received two separate invoices
for gas services. He made an attempt to contact Spark to cancel his services.
Once he spoke to a representative, he was told that they couldn’t hear him and
disconnected the call.
Investigated
Results:
·        
On 10/13/2014, Mr. [redacted] authorized the
switch to Spark with Jonathan D[redacted]; an agent associated with the third party
vendor Immerge. Mr. [redacted] enrolled in Spark’s Blue plan which offers a fixed
rate of .75 per therm with a $4.95 monthly fee and a $100.00 early termination
fee. The TPV is attached for your review.
·        
On 10/16/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 11/12/2014, Spark services became active.
·        
On 02/06/2015, Spark issued a disconnection
notice for the past due amount of $63.15. (Notice Attached)
·        
On 02/26/2015, Spark submitted a cancellation
request due to non-payment.
·        
On 03/18/2015, the utility confirmed the
termination date of 03/16/2015.
o  
Mr. [redacted] contacted Spark to inquire about
his Spark service and dispute his bill. The customer was advised that Sparkonly
charges for supply services, and that his account was terminated on 03/16/2015
and he is currently with SDG&E. Mr. [redacted] became upset and confirmed
that he wants his account terminated and to not receive any more charges from
Spark. Mr. [redacted] disconnected the call at this time.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that all essential information was provided in the TPV at
the time of enrollment. Please note that the TPV included the following
statement:
“You will be on the dual billing program and will receive
one bill from SDG&E for gas transportation services and another bill from
Spark Energy for the gas commodity charges.”
The statement above provides expectations for Mr. [redacted] in
regards to the type of billing he would be enrolled under.
After reviewing the interaction between Mr. [redacted] and the
Spark agent on 03/18/2015, Spark found that the agent did not disconnect the
call and explained the services to the full extent. Mr. [redacted] became upset and
was actually the one to disconnect the call.
In conclusion, Spark believes that Mr. [redacted] is
responsible for all charges on the account as well as the early termination fee
of $100.00.
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 (“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 her electric bill increased to...

$345.37 as opposed to the $168.22 on the previous month. Ms. [redacted] states that she contacted the utility and was informed that she had Spark and that her generation charges had increased without notice. Ms. [redacted] states that she contacted Spark to cancel by the next meter read but the charges still appeared on her bill and she feels that she has been over charged.
Investigative Results:
·         On 11/15/2015 Spark generated and sent the Contract Expiration Notice. (Letter Attached)
·         On 12/15/2015, Spark proactively contacted [redacted] in an attempt to offer renewal rates but due to no answer a message was left.
·         On 1/14/2016, due to no response from the customer the contract defaulted to a variable month to month rate based on the terms agreed upon.
·         On 9/8/2016, Wendy contacted Spark on behalf of [redacted] to cancel the service due to increased billing. The Spark agent offered a renewal rate but the customer declined and requested to cancel. The agent submitted the cancellation request and advised the customer that the cancellation would complete within the next meter read.
·         On 9/13/2016, the Spark service terminated.
·         On 9/22/2016, Spark received Revdex.com Complaint No. [redacted].
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced. To re-iterate, [redacted] states that the billing increased without notice, however Spark’s records reflect that prior to the contract defaulting to a variable month to month rate a  Contract Expiration notice was sent on 11/15/2015. Please note that Spark also proactively contacted Ms. [redacted] on 12/15/2015 in an attempt to renew the contract but due to no answer a message was left for call back.
 
Additionally, Ms. [redacted] states that she cancelled the service with Spark but continued to be billed. Please be advised that Spark received a phone call from Wendy on behalf of [redacted] requesting to cancel on 9/8/2016. Per the utility’s sole determination, the Spark service terminated on 9/13/2016. As it stands the Spark service is cancelled and Ms. [redacted]’s account does not warrant any credits or adjustments.
 
Please let me know if you have any further questions or concerns.
Best regards,
April [redacted]

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 feels that he
was misled by the Spark...

representative. He was promised a lower gas bill but
instead his procurement rate went from .55 to .83 per therm with Spark. Mr.
[redacted] contacted Spark to discuss this matter but was advised that if he
wanted to cancel his service with Spark he would have to pay a $100.00 Early
Termination Fee (“ETF”).
Investigated
Results:
·        
On 10/20/2014, [redacted] authorized the
switch to Spark with [redacted]; an agent who is with the third party
vendor [redacted]. Mr. [redacted] enrolled in Spark’s Blue plan which offers a
fixed rate of .825 per therm for 12 months with a $4.95 monthly fee and a
$100.00 ETF. The TPV is attached for your review.
·        
On 10/23/2014, Spark issued the Welcome Letter.
(Letter Attached)
Outcome:
Spark Energy apologizes for any misunderstanding that may have occurred
but believes that Mr. [redacted] was provided with all the essential information at
the point of sale, in the TPV, and in his Welcome Letter. Page three (3) on the
letter states the following:
 
“The rate or fixed amount you pay Spark Energy will include the
Commodity Charge and Transmission Charge. Your price does not include
applicable California sales tax, use tax, local tax or gross receipt taxes
imposed by California State Tax Law. You are responsible for any and all taxes
(whether passed through to you on [redacted]’s bill as a separate line item or as part
of the price of natural gas, as required by law, rule or regulation) and [redacted]
charges for delivery and distribution services”.
 
Spark Energy takes every possible
opportunity to ensure that all sales representatives that contact prospective
customers are conducting themselves in the most truthful and professional
manner. Spark hires third-party vendors to aide in selling our services. We
have communicated the customer's complaint to our sales group to ensure that
every representative is presenting Spark Energy's service correctly.
 
In efforts to resolve the customer’s concern, Spark will waive the ETF
of $100.00 should Mr. [redacted] choose to terminate his Spark account. However,
Mr. [redacted] will be responsible for all usage charges on the account until his
account is fully terminated.
 
Please let me know if you have any further questions or concerns. Best Regards, [redacted] | Consumer Affairs Specialist

To Whom This May Concern:
Spark understands the customer’s concerns and would like to apologize for any inconvenience that the customer may have experienced regarding this issue. As previously mentioned, Michele [redacted] authorized the enrollment on 4/12/2014 but when Spark advised the customer of who authorized the enrollment she stated that she did not know anyone by the name of Michele [redacted] however; on 2/26/2016 during the cancellation request the customer identified herself as [redacted] and spelled the last name out for accuracy.
To re-confirm, on September 15, 2015 [redacted] called in to Spark and spoke with a Customer Service agent regarding a bill that she had received from Spark. At that time Ms. [redacted] stated that her mother who had recently moved to Florida had been renting her secondary home had enrolled in Spark and she wanted to know how the supplier service worked. The Spark agent educated the customer on the service and Ms. [redacted] agreed to remain a Spark customer.
As it stands, Spark has deemed the enrollment as valid. Please note that the Spark service terminated on 2/29/2016.
Please let me know if you have any further questions or concerns.
Best regards,
 
April [redacted]| Consumer Affairs Specialist12140 Wickchester Ln, Ste 100 | Houston, TX 77079

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 Spark Energy adds nothing new to this issue, other than to remove my address from their potential customer list. NOT good enough.They stae that the agent involved has been removed from their agent list. This statement is very vague, and does not provide an appropriate disciplinary action for this offense. This "agent" needs to be prosecuted legally for breaking the law, which is EXACTLY what this "agent" has done in this case, and no doubt, in many other cases as well. If this is as far as Spark Energy will take this, I will look into bringing a Class Action suit against Spark Energy, and be as loudly vocal publicly as I can to make people aware of how Spark Energy does business, and how they feel about consumer's rights.
Regards,

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
enrollment. She 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]. [redacted] enrolled in
Spark Energy’s [redacted] plan which offers a fixed rate of .75 per
therm with a $4.95 monthly fee and a $100.00 early termination fee. The
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
service. At 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 charges. She confirmed that she contacted Spark Energy on the
same day of enrollment to cancel. Customer was escalated to a supervisor
who advised [redacted] to forward the cancellation email she sent on
08/23/2014.

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 10/01-12/02/2014.

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 account. A voicemail was left for a call back.
Outcome:
Spark Energy
apologizes for any inconvenience that this may have caused. Spark 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 11/08/2014 on the correct account, Spark Energy
received a response from the utility company which determined the termination
date of 12/02/2014.
In efforts to
resolve [redacted] concern, Spark Energy will waive all charges accrued on
the account while active for billing periods 10/01-12/02/2014.
Please let me
know if you have any further questions. Best Regards, Hector P[redacted] [redacted]

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.
Ms.[redacted] has filed a complaint because a Spark sales agent
approached her house and...

misrepresented himself as a [redacted] employee. He advised
her that he needed to see her bill in order to correct an issue with the
charges. Ms. [redacted] later realized that she had been enrolled in Spark
services and immediately called [redacted] to cancel her service.
Investigated
Results:
·        
On 7/12/2015, someone claiming to be James
[redacted] authorized the switch to Spark with Edward T[redacted]; an agent associated
with the third party vendor Energy Group Consultants.
·        
On 7/16/2015, Ms. [redacted] called in to cancel
her account because she did not authorize the switch.
·        
On 7/20/2015, Spark services became active.
·        
On 7/20/2015, Ms. [redacted] submitted an email to
Spark explaining her issue with Spark and confirmed that she did not authorize
the switch.
o  
Spark replied and advised Ms. [redacted] that her
account became active on 7/20/2015 but that it would be terminated on
7/22/2015. In efforts to resolve her concern, Spark offered a $75.00 gift card
as a courtesy.
·        
On 7/23/2015, Spark generated a charge for
billing period 7/20-7/22/2015 in the amount of $6.29.
Outcome:
Spark apologizes for any inconvenience that this may have
caused. After reviewing the TPV, Spark determined that Ms. [redacted] did not authorize
the switch. Spark submitted this information to the third party vendor and was able
to confirm that the sales agent involved has been removed from the program.
Spark would like to assure Ms. [redacted] that this is not how we train our
representatives nor do we condone this type of behavior.
As a courtesy, Spark issued a $75.00 gift card to Ms. [redacted] and believes
that this matter has been resolved.
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 the customer states the switch was unauthorized and that...

personal information was stolen by the sales representative.
Investigative Results:
·         8/18/2016, someone claiming to be [redacted] authorized the electric and gas enrollments to Spark with an agent from third party vendor [redacted]
·         On 8/19/2016, Spark generated and sent the electric Welcome Letter.
·         On 8/26/2016, Spark received an inbound cancellation request from the utility for the electric service.
·         On 8/30/2016, Spark generated and sent the gas Welcome letter.
·         On 9/4/2016, Spark received an inbound cancellation request from the utility for the gas service.
·         On 9/5/2016, Spark received Revdex.com Complaint No. [redacted].
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced. After careful review of the [redacted] we have deemed the enrollment as invalid. Please be advised that Spark takes complaints of this nature very seriously and for this reason we escalated this occurrence to the Marketing department and will obtain a statement from the agent associated with this case as well as take any disciplinary action deemed necessary. We would like to confirm that this is not how we train our sales agents nor do we condone this type of behavior.
As it stands, the pending enrollments for the gas and electric are cancelled. The services will not be switched to Spark and [redacted] will not be charged.
Lastly, [redacted] has been placed on Spark internal Do Not Solicit list.
Please let me know if you have any further questions or concerns.
Best regards,
April L[redacted]

Good Afternoon, The TPV and Renewal Notice were sent to the email address as requested. Best Regards, Hector [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.   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 Revdex.com Complaint
No. [redacted]
Thank you for bringing [redacted]’s concern to our
attention and for allowing us to address it.
Mr. [redacted] has filed a complaint because his supply charges
went from $69.00 to $480.00....

After speaking with [redacted], he was advised
that the majority of the charges were from Spark. Mr. [redacted] does not remember
signing up for Spark services but does remember speaking to one of their
representatives. When he spoke to Spark, he found out that his former roommate
authorized the switch but he did not have permission to do so. Spark explained
that his high bills were due to rejected supply charges. Mr. [redacted] feels that
Spark is misleading and that he deserves an adjustment on his charges.
Investigated
Results:
·        
On 07/17/2014, Mike [redacted] authorized the
switch to Spark with Joshua [redacted]; an agent associated with the third party
vendor [redacted]. Mr. [redacted] enrolled in Spark’s Advantage Plus plan which offers
a rate of .575 per therm for 12 months with a $4.95 monthly fee and a $50.00
early termination fee. The TPV is attached for your review.
·        
On 07/21/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 08/07/2014, Spark services became active.
·        
On 05/19/2015, Mr. [redacted] called in to inquire
about his billing. Spark advised that his previous supply charges were
rejected. Spark offered a payment plan but Mr. [redacted] stated that he did not
have time to make the arrangements at this time and will call back. However, he
requested to listen to the TPV because he did not authorize the switch to
Spark. Spark advised that they would call him back upon getting the TPV
results.
·        
On 05/29/2015, Mr. [redacted] called in to inquire
about the enrollment outcome. Spark informed him that Mike [redacted] authorized
the switch.  Spark offered to cancel his
services as well as to waive the early termination fee should he provide his
new address. He did not have his new address available.  No changes were made on the account at this
time.
o  
Spark received Revdex.com Complaint No. [redacted]
Outcome:
Spark apologizes for any inconvenience that this may have
caused. Due to Mr. [redacted] being the account holder, Spark has determined that
Mr. [redacted] was not authorized to make the switch despite stating that he was
during the TPV. In light of this information, Spark will process a full re-rate
for the time that Mr. [redacted]’s account was active with Spark. Spark submitted a
cancellation request on the account on 06/08/2015 and is now waiting for the
termination date from the utility. Upon receiving the final meter read, Spark
will process the cost analysis and will apply the credit, if any, to Mr.
[redacted]’s balance. Mr. [redacted] will be responsible for the remaining balance.  (Spark will call the customer to obtain it)
As it relates to Mr. [redacted]’s balance, 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. The affected billing
windows in Mr. [redacted]’s account are 08/11/2014-04/09/2015.
 
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 response to Revdex.com Complaint No[redacted]Thank you for bringing Ms[redacted]'s additional concern to
our attention and for allowing us to address it
Ms
[redacted] confirms that Spark applied a credit to her account; however still ended
up paying almost $She believes she is due a full credit on her account
Spark
apologizes for any inconvenience Ms[redacted] may have experienced with the delayed
billing and with her cancellationAs stated in Spark's original response, Ms
[redacted]'s account was not cancelled as requestedFor this exact reason, Spark
processed a re-rate on the account which compared Spark's rate vsthe utility
The difference came out to $92.22, which was applied to the account
Due to the missed
billing windows, the customer did experience reduced invoices; consequently,
she would be responsible once these oversights were correctedSince the gas
was consumed, she would be responsible for the supply chargesSpark 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
At this time, Spark
feels that the customer's concern has been addressed and is requesting that the
complaint be closed as "administratively closed."
Please let me know
if you have any further questions
Best
regards,

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.
[redacted] has filed a complaint because her account was not
cancelled as requested. She...

had two accounts but only one was cancelled. She
contacted Spark to dispute the charges and they apologized for the error. Spark
advised her that a cancellation request would be submitted on the account and
that she would receive at least one more bill. She feels that Spark should
reverse all charges on the account.
Investigated
Results:
·        
On 2/11/2016, [redacted] called in to inquire
about her services. She stated that she cancelled services before they started.
o  
The agent forwarded this information to the
Escalation queue for review.
·        
On 2/16/2016, Spark made an attempt to contact
[redacted] and advise her that the account should have indeed been cancelled
before it became active. Spark submitted a request to have a $50.00 gift card
sent to [redacted]. Spark also waived the early termination fee from the
account.
o  
A cancellation request was submitted on this
day.
·        
On 2/18/2016, the utility confirmed the
termination date of 3/31/2016.
Outcome:
Spark apologizes for any inconvenience that this may have
caused. After reviewing the account, Spark found that [redacted] account
should have been cancelled before it became active. At the time of
cancellation, her information was placed in Spark’s rescind queue.
Unfortunately, due to a system error, the rescind queue did not properly block
her enrollment from processing.  
In efforts to resolve [redacted] concern, Spark will process
a full re-rate on the account. If a refund is due, Spark will issue a refund
check within 14 days of the termination date. Spark will take into
consideration the $50.00 gift card that was issued when determining the amount
of the refund check. Lastly, Spark will waive the early termination fee from
the account since [redacted] cancelled within her rescission period.
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 (“Spark”) response to
Spark has read and understands the customer’s concern. Please note that we stated on the original response that once Ms. [redacted]’s account terminated on 4/11/16 that Spark would perform a cost analysis. The 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 [redacted]| Consumer Affairs Specialist12140 Wickchester Ln, Ste 100 | Houston, TX 77079

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
$400.00 from Spark. He 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
12/01/2014-4/29/2015. 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 issue. He
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 set-up a 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 6/29/2015.
Outcome:
Spark apologizes for any
inconvenience that this may have caused but believes that Mr. [redacted] was
charged correctly per the terms agreed upon. Due 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 6/29/2015 as
determined by the utility company and he will be responsible for all usage
charges on the account. However, 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