Spark Energy, L.P.

Good Afternoon, The TPV and Renewal Notice were sent to the email address as requestedBest Regards, Hector [redacted] | Consumer Affairs Specialist

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection No [redacted] Ms [redacted] has found that Spark’s initial response does not resolve her concernShe feels that she has been inconveniencedShe states that she never denied or declined a payment arrangement Outcome: After further review, Spark’s records indicate that Spark was able to resolve Ms***’ concern and come to an amicable agreement on 05/29/In efforts to resolve Ms***’ concern, Spark applied a re-rate credit of $to her account and was able to set up a payment plan for the remaining balance Again, Spark apologizes for any inconvenience that this may have caused but believes that the issue has been resolved to the customer’s satisfaction Please let me know if you have any questions or concernsBest Regards, [redacted] | Consumer Affairs Specialist

To Whom This May Concern: Spark appreciates the customer for bringing her concerns to our attentionTo re-confirm, Ms [redacted] states that the rate was changed without notifying her; however, Spark previously provided a copy of the Contract Expiration notice sent on 9/14/prior to the contract expiring on 11/8/Please be advised that the notice clearly informs the customer that the rate will expire 8/6/and if no action is taken to renew then the fixed rate will default to a variable monmonth rate that is determined by market conditionsTo confirm, the variable rate is not displayed on the contract expiration notice or the initial welcome letter as it is subject to changeIn an effort to clear up any confusion with the outbound call that was made on 10/7/16, I have attached it here so that it may be reviewedAs it stands, the Spark service has terminated as of 1/10/and Spark deems that Ms [redacted] ’s account was properly noticed and billed so unfortunately, no adjustments are warrantedPlease let me know if you have any further questions or concernsBest regards,Luis C***

v\: [redacted] o\: [redacted] w\: [redacted] To Whom This May Concern: This is Spark Energy’s response to Revdex.com Rejection No [redacted] [redacted] feels that Spark Energy’s initial response does not resolve [redacted] complaint [redacted] states that [redacted] gas bill increased by enrolling with Spark Energy Outcome: Spark Energy believes that all concerns were addressed in the initial response to complaint no [redacted] Furt***more, we would like to confirm that [redacted] account will be terminated on ***/as determined by the utility company and [redacted] will continue [redacted] gas supply services with the Gas Company on this date [redacted] *** | Houston, TX [redacted] Tel: [redacted] / [redacted] Style Definitions */ 12/5/

To Whom This May Concern: This is Spark Energy’s formal response to Revdex.com Complaint No: [redacted] Thank you for bringing Mr [redacted] ’ concern to our attention and for allowing us to address it Mr [redacted] ’ complaint states that he enrolled with Spark Energy, but called the next day and submitted a cancellation requestThe complaint further states that Mr [redacted] received a letter from his local utility company, so he called [redacted] Energy to confirm his cancellation request, and was informed that his account would not cancel until 11/25/Mr [redacted] is concerned that Spark Energy will charge him the $early termination fee because his account was not cancelled in the timeframe allowed to cancel before the account becomes active Investigated Results: · On 9/18/2014, [redacted] , who works for third-party vendor [redacted] , visited Mr [redacted] Mr [redacted] enrolled into Spark Energy’s Spark Carbon Neutral plan, a twelve (12) month fixed rate contract at cents/kWh with a $early termination fee · On 9/19/2014, Mr [redacted] called Spark Energy to inquire about cancelling his enrollmentAt the time of his call, Mr [redacted] ’ account had not generated within Spark Energy’s database, so the agent that assisted the customer submitted his cancellation request to our internal drop systemThis system would store the customer’s account information and automatically process a cancellation request once that account became available in our databaseMr [redacted] was provided with a cancellation confirmation number of [redacted] · On 11/1/2014, Mr [redacted] called Spark Energy to inquire about the status of his accountMr [redacted] stated that he requested a cancellation in September and provided the agent with the confirmation number he was givenThe agent that assisted Mr [redacted] advised him that the cancellation failed to process prior to the enrollment becoming effectiveHowever, the agent informed that customer that the charges incurred for the account would be waived, as he submitted a cancellation request prior to the contract becoming effective · On 11/3/2014, Spark Energy received Mr [redacted] ’ complaint.Outcome: Mr [redacted] ’ submitted a cancellation request prior to his contract becoming effective; however, a system error prevented the request from processing correctly Therefore, Spark Energy will waive all charges incurred on the customer’s accountAdditionally, Mr [redacted] will not be held responsible for the $ early termination fee Spark Energy sincerely apologizes for any misunderstandings or inconvenience that may have occurredPlease do not hesitate to contact me should you have any questions or concerns regarding this matter Best regards, [redacted] / [redacted] Style Definitions */

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 My [redacted] who is a Spanish speaking, was mislead to believe that the employee was from The [redacted] , not Spark Energy The Spark Energy company is not acknowledging this She was not offered a different service but was led to believe that because she is living in a low income area she qualified for a low income payment with the same [redacted] she already had She was never informed that this was a completely different serviceShe was mislead and lied to for a service we never wanted For a service we believed we were already getting but at a lower price, which is what the “ [redacted] ” employee, actually employed by Spark energy was offering The employee that arrived at our residence also asked my [redacted] for my [redacted] last statement from her “employer” that she was sent by , The [redacted] Which she was shown, then the employee continued to state that she qualified for a lower payment All of which was untrue because we later received two separate bills from two different companies When my [redacted] called Spark Energy on **she was first hung up on when asked to speak to someone in a supervising position On **she was threatened by Spark Energy to pay otherwise the bill would be sent to collections On **my [redacted] inquired multiple times about what service was exactly offered by Spark Energy company since she was already paying The [redacted] She was never given a direct answer She continued to explain that it did not make any sense as to why she would agree to pay additional money for a service that she already had In addition, when my [redacted] called to pay the amount on **/17/2014, she was told that the cancellation process would take some time and she would incur an additional two months charges even after cancelling on the **We want a complete refund for something we never wanted and had a Spark Energy employee imper***ate a [redacted] employee, claiming they were sent by The [redacted] and an explanation of what service is it that Spark Energy is actually providing Regards, [redacted]

To Whom This May Concert: 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] has filed a complaint because he feels that the Spark agents misled him at the time of enrollmentThey stated that he would save 50% off of his billsFurthermore, he did not know that he would be receiving two invoices for gas servicesHe contacted Spark to cancel his service since he thought it was fraudHowever, now he is receiving a bill for a $early termination fee in addition to the current bill Investigated Results: · On 10/01/2014, [redacted] authorized the switch to Spark with [redacted] ***; an agent associated with the third party vendor [redacted] SalesMr [redacted] enrolled in Spark’s Carbon Neutral plan which offers a fixed rate of per therm for months with a $monthly fee and a $early termination feeThe TPV is attached for your review · On 10/07/2014, Spark issued the Welcome Letter (Letter Attached) · On 01/17/2014, Spark services became active · On 02/13/2015, Mr [redacted] called in to cancel his account with Spark and advised of the early termination fee · On 02/17/2015, the utility confirmed the termination date of 03/23/ Investigated Results: Spark apologizes for any inconvenience that this may have caused but believes that the TPV completed on 10/01/by Mr [redacted] validates the enrollmentFurthermore, the verifier in the TPV specifically states the following: · “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.” · “Did the agent pressure or influence you during the completion of this verification call?” (Mr [redacted] answered “No”) In efforts to resolve the customer’s concern, Spark will waive the early termination fee of $but Mr [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, [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 $as opposed to the $on the previous monthMs [redacted] states that she contacted the utility and was informed that she had Spark and that her generation charges had increased without noticeMs [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/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 billingThe Spark agent offered a renewal rate but the customer declined and requested to cancelThe 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 experiencedTo 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/Please note that Spark also proactively contacted Ms [redacted] on 12/15/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 billedPlease be advised that Spark received a phone call from Wendy on behalf of [redacted] requesting to cancel on 9/8/Per the utility’s sole determination, the Spark service terminated on 9/13/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 ***

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 her services were not activated in a timely mannerThis resulted in her electricity being shut off When she contacted Spark to inquire about her service she was told that they were not able to locate her deposit paymentHowever, she had proof that the deposit was drafted out of her bank accountShe is upset that this happened and believes that this is not the way to do business Investigated Results: · On 04/15/2015, [redacted] self-enrolled in Spark services with an activation date of 04/21/ o A $deposit was required at the time of enrollment which [redacted] paid in full · On 04/22/2015, [redacted] called in to state that her services are shut offSpark advised that a Priority Mowould be submitted to have services restored o Services were turned on the same day · On 04/23/2015, Spark submitted a request to the AR department to locate [redacted] ***’s deposit payment o A supervisor reached out to [redacted] to discuss her issueAs a courtesy, Spark offered a $gift card for her troubles · On 04/24/2015, [redacted] ***’s deposit payment of $was located and placed on the account Outcome: Spark apologizes for any inconvenience that this may have causedSpark is currently reviewing [redacted] ***’s account to determine why the deposit payment was not immediately applied to her accountSpark has confirmed that her services were activated on 04/22/Furthermore, as a courtesy, Spark issued a $gift card that will be sent to [redacted] ***’s mailing address within 2-weeks Again, Spark sincerely apologizes for the inconvenience.Best Regards, [redacted] | [redacted]

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 feels that she was misled by the Spark Energy representative at the time of enrollmentShe states that she was told that the representative was part of [redacted] and that her bill would be 15% less than what she was paying to ***She received her first invoice with Spark Energy charges in October and she called in to inquire about the chargesMs [redacted] was advised that she had switched from [redacted] to Spark Energy for supply servicesMs [redacted] decided to cancel her service on this dayHowever, she recently received an invoice with Spark Energy charges and was told by [redacted] that it could take up to six weeks for the cancellation process to complete Ms [redacted] states that this is unfair since she called to cancel back in October and she is still getting charged Investigated Results: On 01/27/2014, [redacted] ***(Formerly Known as [redacted] ) authorized the switch to Spark Energy with [redacted] Ms [redacted] enrolled in Spark Energy’s Standard plan which offers a fixed rate of cents per therm for months with a $early termination fee and a $monthly feeThe signed contract is attached for your review On 02/06/2014, Spark Energy sent Ms [redacted] the Welcome Letter(Letter Attached) On 08/29/2014, Spark Energy became active for Ms***’s address On 10/09/2014, Spark Energy generated Ms***’s first charge of $for billing period 08/29-09/30/ On 10/16/2014, [redacted] called in to cancel the Spark Energy services because she was not given the correct information in regards to the serviceSpark Energy submitted a cancellation request to the utility company on this day On 10/17/2014, Spark Energy received a response from the utility company that confirmed the termination date of 12/01/ On 12/18/2014, Spark Energy contacted Ms [redacted] and confirmed that she changed her name from [redacted] to [redacted] *** Outcome: Spark Energy apologizes for any misunderstanding that may have occurredHowever, the contract that was signed by Ms [redacted] and the Welcome Letter that was sent on 02/06/provides all essential information in regards to the service and what she could expect by enrolling in Spark EnergyThe customer initialed that she understood that the representative she had spoken with did not represent her utility In regards to the cancellation timeframe, Spark Energy does not choose the termination date The date is determined by the utility company which is provided to Spark EnergyMs [redacted] will be responsible for all charges accrued through the termination date of 12/01/ Please let me know if you have any questions in regards to the matter aboveBest Regards, [redacted] | Office of the President [redacted]

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 issueAs previously mentioned, Michele [redacted] authorized the enrollment on 4/12/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/during the cancellation request the customer identified herself as [redacted] and spelled the last name out for accuracy To re-confirm, on September 15, [redacted] called in to Spark and spoke with a Customer Service agent regarding a bill that she had received from SparkAt 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 workedThe 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 validPlease note that the Spark service terminated on 2/29/ 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 (“Spark”) response to BBB Complaint No. 11821388. Thank you for bringing Brandon [redacted] concern to our attention and for allowing us to address it. Brandon [redacted] has filed a complaint because he states that Spark forged his signature to start an... account in his name. He states he was told that he agreed to the service with a door to door salesman. Investigative Results: · On 8/23/2016, someone identifying himself as Brandon [redacted] authorized the enrollment to Spark with an agent from third party vendor [redacted] for the [redacted] 12 plan. This plan offers a 12 month fixed rate at 0.09 cents/kWh with $0 Monthly Service Fee (“MSF”) and $50 Early Termination Fee (“ETF”). (TPV Attached) · On 9/15/2016, Spark generated and sent the Welcome letter. (Letter Attached) · On 9/22/2016, the Spark service became effective. · On 11/11/2016, Brandon [redacted] contacted Spark stating he never authorized the service. The Spark agent advised a cancellation request would be submitted and would become effective on the next available meter read and the ETF would be waived. The agent submitted the cancellation request and the removal of the ETF. o On this same day, Brandon [redacted] contacted Spark again to confirm the cancellation was submitted. The Spark agent advised the customer that he would receive one more bill from Spark and that the cancellation had been submitted. · On 11/14/2016, Spark received BBB Complaint No. 11821388. Outcome: Spark would like to apologize for any inconvenience that the customer may have experienced. After careful review we have deemed the enrollment to be invalid. Please be advised that Mr. [redacted] service is pending termination and the date is solely determined by the utility not by Spark. In an effort to resolve the customer’s concern, Spark will perform a cost analysis from 9/22/2016 to the termination date. If a credit is deemed as due then the customer will receive the refund in the form of a check. Please note that Brandon [redacted] will not be assessed an ETF. Additionally, Spark reached out to the Marketing department concerning the sales agent involved in this enrollment and we would like to confirm that he has been deactivated from Spark’s campaign. 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 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 was told by a Spark Energy representative that they offer a program which helps pay his current billHowever, he was not told that he would be getting billed from Spark Energy [redacted] states that he received an invoice from Spark Energy for $Furthermore, he states that when he contacted Spark Energy to cancel his service, he was told that he should pay all his bills until the service is terminated or his balance would be transferred to a collection agency Investigated Results: On **/19/2014, [redacted] authorized the switch to Spark Energy with [redacted] ***; an agent who is with the third party vendor, *** [redacted] enrolled in Spark Energy’s Secure plan which offers a fixed monthly rate of $with no monthly fee and no early termination feeThe TPV is attached for your review On **/17/2014, [redacted] called in to cancel his services with Spark Energy and was advised that it could take 1-billing cycles to terminate the supply servicesSpark Energy submitted a cancellation request to the utility company on this day Outcome: Spark Energy apologizes for any misunderstanding that may have occurred but believes that all essential information was provided in the TPV at the time of enrollment The verifier in the TPV clearly states the following: “You will be on the dual billing program and will receive on bill from [redacted] for gas transportation services and another bill from Spark Energy for the gas commodity charges.” Spark Energy submitted a cancellation request on **/17/to the utility company and is currently awaiting a response to determine the termination date [redacted] will be responsible for all charged accrued from **/07/through the termination date provided by the utility company Please let me know if you have any further questions or concernsBest Regards, [redacted] *** [redacted]

To Whom This May Concern: This is Spark Energy’s (”Spark”) formal response to Revdex.com Complaint ID: [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 was not notified of his contracts coming to an end with SparkHe states that his rates increased times that of PSEG’s rates [redacted] would like a refund for the [redacted] and [redacted] invoices in the amount of $ [redacted] Outcome: Unfortunately, Spark was unable to locate an account with the information providedIf ** [redacted] can provide his PSEG POD ID Noand confirm the name on the account we will be happy to review his complaint once again Two attempts were made to contact [redacted] at [redacted] on [redacted] Unfortunately, there was no response and Spark was unable to leave a voicemail Spark sincerely apologizes for any inconvenience this may have causedPlease do not hesitate to contact me if you should have any further questions or concerns regarding this matter Best regards, [redacted] | Consumer Affairs Specialist [redacted]

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 am not the account holder therefore it was not legally right for them to allow me to sign the paper work, regardless of me being over the age of **Also, that statement is misleading, I would still receive a bill from [redacted] and those "reduced" charges are misleadingI would have been charged a much greater monthly fee and ***'s rates are in fact lowerAlso, the representative lied and told me a different nameThat was not his name, for a factAlso, your services are misleading and I was told that statement meant something elseAlso, I was not told that was an official rule from ***The fact I was told to lie in order to sign up for your service has not been addressedYour "representative" was completely unprofessional and told me sob stories about his lifeHe was relentless and told me if would be quick but talked to me for about mins on top of the paperworkI know I could have shut the door but I was trying not to be rude

To Whom This May Concern: This is Spark Energy’s response to BBB Rebuttal No. [redacted] has reviewed Spark Energy’s response to complaint no. [redacted] and has determined that the response does not resolve her complaint. She states that she mailed and faxed the notice of cancellation to Spark Energy on 01/26/2014. Outcome: Spark Energy conducted a search and was not able to locate Ms. ***’s notice of cancellation fax. After further review of the notice of cancellation copy Ms. ***’s provided, Spark Energy has determined that the notice is not valid due to missing account credentials. Ms. [redacted] did not include an account nor did she include the verification code. Although Spark Energy did not find records of the notice, the account details would have been essential in successfully cancelling Ms. ***’s enrollment. Spark Energy would like to confirm that Ms. [redacted] is responsible for all charges accrued on her gas supply account while active. Please let me know if you have any further questions. Best Regard, [redacted] |Consumer Affairs Specialist [redacted]

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Case # [redacted] Thank you for bringing Mr [redacted] concern to our attention and for allowing us to address it Mr [redacted] has filed a complaint because he states that the sales agents were aggressive and that he agreed to enroll his servicesAfter agreeing to enroll in the services, Mr [redacted] contacted Spark and requested to cancel his enrollmentHe was advised that the enrollment would be cancelledMr [redacted] states that even though he was advised that the enrollment would be cancelled, Spark appeared on his bill and the bill was high Investigative Results: Electric · On 01/26/2015, Mrs [redacted] enrolled in Spark’s Green Freedom Plus plan which offers a fixed rate of cents/kWh for months with no monthly fee and no early termination fee.· On 01/29/2015, Mrs [redacted] contacted Spark and requested to cancel her electric services o That same day Spark submitted the cancellation request to *** o Spark received a response from [redacted] with the code “Invalid Relationship.” · On 03/31/2015, Mr [redacted] contacted Spark and inquired on his chargesMr [redacted] stated that he had requested to cancel and a cancellation request was submitted for him o That same day Spark submitted a 2nd cancellation request to *** o [redacted] confirmed the termination date of 04/22/ · On 04/01/2015, Spark received Mr [redacted] complaint Investigative Results: Gas · On 01/26/2015, Mrs [redacted] also enrolled in Spark’s Freedom Plus plan for the gas service which offers a rate of .599cents/therm for months with no monthly fee and no early termination fee · On 01/27/2015, Spark generated and mailed out the Welcome Letter · On 01/29/2015, Mrs [redacted] contacted Spark and requested to cancel her electric services o That same day Spark submitted the cancellation request to Nicor · On 01/30/2015, Spark received confirmation that the enrollment was cancelled Outcome: Spark would like to assure that Mr [redacted] experience with the representative is not how we train our sales force Unfortunately, at the time of the cancellation request submission for the customer’s electricity account, the account had not yet been established by the utility This caused the utility to respond with an “Invalid Relationship” code since their systems did not reflect an accepted enrollment at this time Fortunately, the same issue did not apply to [redacted] and Spark was able to successfully have the customer’s gas enrollment cancelled In efforts to resolve the customer’s concern, Spark will re-rate the service period from 02/24/to 03/24/and from 03/24/to 04/22/Once the account is completely cancelled, Spark will process the cost analysis to determine the refund amountIf a refund is due, the refund will then be sent in the form of a check to Mr [redacted] mailing address on file Again, Spark sincerely apologizes for any inconvenience that this may have causedPlease let me know if you have any further questions or concerns Best regards, [redacted] [redacted] * [redacted] / [redacted] Style Definitions */

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 I want a thorough explanation of why, when defaulting a month to month contract did services go up 300% and that I was told that if I renewed my contract, the cost would be reduced by a significant amount I felt this was a very deceptive practice to hold such an extreme price increase over a customer's head which would force them to renew their contract, even if they were unsatisfied with the service thus far I declined to renew and asked to be contacted by a higher authority to express my concerns I feel that a utility service bill which should have been $and was billed at nearly $simply for not renewing a contract is predatory and businesses like this that prey on people in their homes with a lot of double talk and sales pitches in poorer areas with the promise of lower utility costs shouldn't be in business I also feel that notice should be given to customers when their contracts are about to expire to give them the opportunity to either renew or cancel their services without being bombarded with such an outlandish utility bill I live in a small, bedroom apartment where my heat & hot water are included in my rent My electric and gas bill should NEVER be $a month! Plus I was told by the customer service agent that this company doesn't even regularly check the meters! They can provide dates of service all day, but the fact is that they prey on people, they follow them up to their apartments and wait for them to enter their units and then knock on their doors with a very complicated sales pitch Quite frankly, the only reason I signed up for the services, after my husband initially refused, is because I felt bad for these boys that they really didn't know what they were doing, could not answer my questions, but did keep repeating that I could cancel at any time without penalty I'm not asking to not pay my bill, but I refused to pay $for what should be a bill of $ This company is supposed to be about saving their customers money, not waiting until contract renewal dates to pounce on them with outlandish utility bills I am simply asking to be billed what would have been my contract price, which I will pay, and keep my service with *** If you are unable to do so, then I am unable to pay such an exaggerated bill Good day Regards,

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to BBB Case # [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 he was re-enrolled with Spark and is receiving bills. He states that he never agreed to an account with Spark. [redacted] is requesting for the charges to be erased and have no further contact with Spark. Investigative Results: · On 03/31/2014, **. [redacted] authorized an enrollment into Spark’s Flex plan which offers an introductory rate of .0495 cents/kWh and then rolls over into a variable rate. This plan also includes a customer monthly fee of $4.95, which is waived for the first 6 months and no early termination fee. (TPV Attached) · On 04/02/2014, Spark generated and mailed out the Welcome Letter. (Letter Attached) · On 04/21/2014, Spark’s service became active. · On 06/30/2015, Spark received [redacted] ’s complaint. · On 07/01/2015, [redacted] contacted Spark and inquired on a bill that he had received. He indicated that Spark had re-enrolled him without his permission. The customer service representative explained to **. [redacted] that his account had been switched to Spark on 04/21/2014 and has been active since then. [redacted] requested to cancel his account; therefore, Spark submitted a cancellation request. o That same day, the utility confirmed the termination date of 07/22/2015. Outcome: Spark apologizes for any confusion or misunderstanding in regards to [redacted] ’s account. After further review of [redacted] ’s accounts, Spark was able to confirm that on 01/22/2015, [redacted] did contact Spark to cancel his gas account. However, at no time during that call did he request to cancel his electric account, which is why his electric account remained active with Spark. The utility has confirmed that [redacted] ’s electric service is scheduled to terminate with Spark on 07/22/2015. He will be responsible for all charges up to that date. Please let me know if you have any further questions or concerns. Best regards, M [redacted] L [redacted] | Consumer Affairs Supervisor 2105 CityWest Blvd, Ste 100 | Houston, TX 77042 ml***@sparkenergy.com | http://www.sparkenergy.com Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */

To Whom This May Concern: This is *** ***’s response to Revdex.com Rebuttal No*** *** *** has reviewed *** ***’s initial response to Revdex.com Complaint No*** and has determined that the proposed action would resolve his complaint. He states that since he is not the account holder, it is not legally right to allow him to sign paperwork for servicesHe also states that the agent lied to him and told him a different name as well as acting completely unprofessionalOutcome: *** *** has submitted this information to the third party vendor and will obtain a statement from the agent*** *** would like to assure *** *** that this is not how we train our representatives nor do we condone this type of behaviorAgain, *** *** apologizes for any inconvenience that this may have causedAlthough *** *** is not the account holder, the verifier in the TPV asks if he is authorized to make changes to the accountThe customer answered “yes” which validated the enrollment and authorization to initiate services given that the account is under somebody else’s name*** *** wants to confirm that the enrollment has since been cancelled and the customer can expect to continue with ***Please let me know if you have any further questions or concerns Best Regards,