Spark Energy, L.P.

To Whom This May Concern:
This is Spark Energy's ("Spark") response to [redacted] [redacted]
">Thank you for bringing [redacted]concern to our attention
and for allowing us to address it
[redacted] has filed a complaint because he states that on 08/13/he received
a notice indicating that he owed $He has contacted Spark on numerous
occasions to inquire on the charges and has received different information each
time he callsHe feels that he is not liable for the charges since Spark failed
to place them on his bill each month[redacted] also feels that he should
not be responsible for the $termination fee that was applied to his
account
Spark
apologizes for any inconvenience that this may have causedAs it relates to
[redacted] gas account, please be aware that Spark discovered that the
utility was not rejecting accounts individually if they were found to have
errors and were in fact rejecting entire files (all of Spark's customer
records) if even one record had an errorUnfortunately, the process to resend
the "good" records was not working effectivelyHowever, Spark has since
implemented a new process to identify the rejected files, extract the flawed
accounts, and immediately resend the remaining accounts in accordance with the
utility billing window
Spark
has been in direct contact with the customer and has come to a mutual
agreementSpark has agreed to adjust the $termination fee as well as
offer an adjustment off the balanceThe customer will only be responsible for the
remaining balance of $
Please
let me know if you have any further questions or concerns
Best regards,
Martha L[redacted] |
Consumer Affairs Supervisor
[redacted] | [redacted]
[redacted]
[redacted] | http://www.sparkenergy.com

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]

To Whom This May Concern:
This is Spark Energy's ("Spark") response to Revdex.com Complaint No
[redacted]
">Thank you for bringing [redacted] concern to our attention and
for allowing us to address it
[redacted] has filed a complaint because he states that Spark has illegal billing
practices by charging a closed accountHe states he closed his account in July
and even paid and early termination feeThe account did not have a
balance[redacted] states no months later he is receiving a collection
letter for $
Investigative
Results:
·
On 1/20/2015, [redacted] renewed the Spark service on the
Price protect 12, a month fixed rate plan for cent/therm with a $
monthly fee and a $early termination fee
o
On that same day, Spark did a cost analysis against the
variable rate and the renewed rate of A credit of $was applied to
the billing ledger
·
On 07/01/2015, Spark's service terminated
·
On 7/7/2015, Spark received an inbound cancellation request
from the utility with an effective date of 7/1/
o
That same day, Spark applied a $ETF on the account
·
On 7/22/2015, Spark received the $ETF payment
·
On 10/21/2015, [redacted] requested a supervisor as he was
disputing the bill balance of $
o
On that same day, a supervisor called the customer to
discuss the account billing but had to leave a message for a return call as
there was no answer
o
The billing team verified the balance of $was
incorrect due to a system glitch and that the balance should be reflected as
$
§
[redacted] spoke to an agent and advised her that in his
initial email to Spark stated that he had moved and should not be charged the
early termination feeThe $ETF was waived and will be sent as a refund
check to the customer
§
On this same day, Spark received Revdex.com complaint No.[redacted]
Outcome:
Spark
would like to apologize for any inconvenience that the customer may have
experiencedAfter carefully reviewing the account we were able to confirm that
due to a system error [redacted]'s account was improperly reflecting a balance
of $Spark has since corrected the billing issue and determined that the
customer's bill balance is in fact zero
Additionally,
Spark was later made aware that [redacted] cancelled because he movedIn an
effort to resolve the customer's concerns, Spark has submitted a request to
have the $ETF refunded to [redacted] in the form of a checkA refund check
will be mailed to the mailing address of [redacted] within business days
We
cannot apologize enough for the billing mishap that has occurred as we do not
plan to have any others; however, should they occur we will do everything in
our power to bring the customer to a satisfied resolution
Please
let me know if you have any further questions or concerns
Best regards,
April L[redacted] | Consumer Affairs Specialist
[redacted] [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 [redacted]
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 [redacted]
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]

To Whom This May Concern:
This is Spark Energy's ("Spark") response to Revdex.com Case # [redacted]
Thank you for bringing MsB[redacted] M[redacted] concern to our attention and
for allowing us to address it
Ms
M[redacted] has filed a complaint because she states that she was misled when the
services were offered to herIn her complaint she claims that she was advised
that Spark was hired on by the government to look for low income peopleShe
confirms that she completed a TPV over the phoneMsM[redacted] goes on to state
that she was informed that she would only need to pay [redacted], and [redacted] would
then pay Spark EnergyDue to nonpayment the account balance was transferred to
[redacted] Collection AgencyMsM[redacted] has agreed to pay $
Investigative
Results:
·
On 09/26/2014, MsB[redacted] M[redacted] authorized an enrollment
into Spark's Carbon Neutral plan which offers a fixed rate of
cents/thermThis plan al** includes a monthly service fee of $and an
early termination fee of $(TPV Attached)
·
On 10/03/2014, Spark auto generated and mailed out the
Welcome Letter
·
On 11/10/2014, Spark service became active
·
On 03/05/2015, due to the past due balance on the account
Spark mailed out Termination Notice to MsM[redacted]
·
On 03/26/2015, Spark submitted a cancellation request
·
On 03/31/2015, MsM[redacted] service terminated with Spark
·
On 04/20/2015, Spark transferred the past due balance of
$to [redacted] Collection Agency
Outcome:
Spark
apologizes for any misunderstanding that may have occurred but believes that
all essential information was provided in the TPVThe verifier specifically
states the following:
"Your
oral acceptance of Spark Energy's offer is an agreement to initiate service and
begin enrollment"
Furthermore,
the verbiage al** included:
"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."
The
statements above set all expectations to MsM[redacted] in regards to the program
she was enrolling in. In efforts to re**lve the customer's concern, Spark
will waive the early termination fee of $
As
aforementioned the details of the dual bill were outlined in the TPV, and the
customer would have received a [redacted] notice informing them of their switch and
the details of dual billing as wellThere is currently a balance of $on
MsM[redacted] account which includes the billing periods from 11/10/–
03/31/MsM[redacted] is responsible for all accrued charges while her account
was active with SparkThe balance of $is currently with Kingston
Collections AgencyPayment may be paid in full by contacting Spark's
Collection Department at (281) 833-Should MsM[redacted] need payment
arrangements, then she will need to contact [redacted] at (888) 223-
In
regards to the sales tactics, Spark has submitted this information to the third
party vendor and will obtain a statement from the agents 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 MsM[redacted] that misleading
a customer is not tolerated and this is not how we train our representatives
nor do we condone this type of behavior
Please
let me know if you have any further questions or concerns
Best regards,
Martha L[redacted] |
Consumer Affairs Supervi**r
CityWest Blvd, Ste | Houston, TX
[redacted]@sparkenergy.com | http://www.sparkenergy.com

To Whom This May Concern:
This is Spark Energy's ("Spark") response to Revdex.com Case #[redacted]
">Ms[redacted] has filed a complaint because she states that she
has not been receiving her [redacted] discountMs[redacted] is also concerned
that her usage was increasing by kWh every monthCustomer goes on to state
that in the month of September, Spark failed to send her out a billMs[redacted]
contacted Spark and was advised that her account would be reviewedAt this
time, Ms[redacted] is requesting a correct bill and additional time to pay the
outstanding balance
Investigative
Results:
·
On 06/06/2014, Spark applied May's [redacted]
Discount credit of $to Ms[redacted]'s account
·
On 06/25/2014, Spark applied June's [redacted] Discount credit of $to Ms[redacted]'s account
·
On 07/02/2014, Spark applied July's [redacted] Discount credit of $to Ms[redacted]'s account
·
On 07/03/2014, Spark applied July's corrected
[redacted] Discount credit of $to Ms[redacted]'s account
·
On 10/09/2014, Spark applied August's [redacted] Discount credit of $to Ms[redacted]'s account
·
On 11/12/2014, Spark applied September's [redacted] Discount credit of $to Ms[redacted]'s account
·
On 02/10/2015, Spark received a payment of
$The remaining balance on the account after the payment was applied was
$
·
On 02/12/2015, Spark mailed Ms[redacted] a
Disconnect Notice Letter for the past due amount of $368.74, which is set to expire
on 02/23/(Letter attached)
Outcome:
Spark apologizes for any misunderstanding that may have occurred but
believes that Ms[redacted]'s charges are accurateSpark generates the customer's
charges based on the usage provided by the utility companySpark would
recommend that the customer register at www.smartmeter[redacted].com so they can see
when their peaks happen and what may be causing the increases
Furthermore, Spark underwent a
system migration and caused Ms[redacted]'s September invoice to be delayedSpark
held the invoice to ensure that all charges were accurate before sending out to
the customerSpark apologizes for the delay in sending out the invoice
Again, Spark apologizes for any confusion or misunderstanding in
regards to Ms[redacted]'s account balanceAttached is Ms[redacted]'s billing
history which will provide her complete account details in regards to usage,
adjustments and service periodsAs an act of good faith, Spark has agreed to
offer Ms[redacted] (30) additional days to pay her outstanding balance
Please feel free to contact me should you have any additional
questions or concerns
Best regards,
Martha L[redacted] | Consumer Affairs
S**ervisor
CityWest Blvd, Ste |
Houston, TX
Tel: 832-333-
ml[redacted]@sparkenergy.com
| http://www.sparkenergy.com
3/2/

To Whom This May Concern:
This is Spark Energy's ("Spark") response to Revdex.com 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 billsHe 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 cents/kWh and
then rolls over into a variable rateThis plan also includes a customer monthly
fee of $4.95, which is waived for the first 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 receivedHe indicated that Spark had re-enrolled him
without his permissionThe customer service representative explained to **
[redacted] that his account had been switched to Spark on 04/21/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/
Outcome:
Spark
apologizes for any confusion or misunderstanding in regards to [redacted]'s
accountAfter further review of [redacted]'s accounts, Spark was able to
confirm that on 01/22/2015, [redacted] did contact Spark to cancel his gas
accountHowever, 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/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
CityWest Blvd, Ste | Houston, TX
ml[redacted]@sparkenergy.com | http://www.sparkenergy.com

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted]
Thank you for bringing [redacted]’s concern to our attention and for allowing us to address it.
[redacted] has filed a complaint because she states that her gas bills when she moved to a new...

address in Oct. 2015. She called the utility about the bill increase and was informed that she had Spark. The utility told her that she could opt out of the third party so she called to cancel but in the process of cancelling Spark she states that the utility also cancelled her gas delivery service. Ms. [redacted] blames Spark for the loss of her gas delivery as she states she was not properly informed.
Investigative Results:
·         On 12/28/2015, [redacted] called to cancel the Spark service and declined the renewal offer. The agent sent the cancellation request to the utility.
·         On 1/12/2016, the Spark service terminated.
·         On 3/16/2016, Spark received Revdex.com Complaint No. [redacted]
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced. Please note that Spark does not have the ability to turn off the utility service for any customer. When a cancellation is requested, the supplier simply stops supplying the service and the utility begins to supply the customer. Because of this, we strongly advise Ms. [redacted] to speak directly with her utility regarding why her service was turned off without any prior notice.
To re-confirm Ms. [redacted] contacted Spark on December 28, 2015 to cancel the Spark service. The agent sent the request to the utility for processing as they solely determine the date of cancellation. The Spark service was terminated on 1/12/2016 per the utility. Ms. [redacted]’s states that her service was turned off on 03/11/2016; which is after her service had already terminated with Spark. Unfortunately, no adjustments are warranted at this time.
Please let me know if you have any further questions or concerns.
Best regards,
 
April L[redacted]| Consumer Affairs Specialist[redacted]

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 Nia Nelson’s concern to our attention and for allowing us to address it.
Nia [redacted] has filed a complaint on behalf of Zachary [redacted] because he received...

a collection notice for $100. She states he was charged the early termination fee (“ETF”) because his Spark service was terminated due to paying the bill late. Mr. [redacted] does not feel he should be liable for the charge.
Investigative Results:
·         On 3/1/2016, due to nonpayment, Spark submitted the cancellation request to the utility.
·         On 3/2/2016, Spark assessed a $100 ETF charge to the billing ledger.
·         On 3/16/2016, Spark sent an email payment reminder to the customer regarding the past due balance.
·         On 4/14/2016, the Spark service terminated.
·         On 5/27/2016, Spark sent another email to the customer advising that the past due balance was to be paid directly to Spark since the account is now inactive.
·         On 7/20/2016, Spark generated and sent a final notice to the customer regarding the past due bill balance.
·         On 7/28/2016, Spark contacted the customer advising them of their past due balance. The customer opted to call back after speaking with her husband to make a payment plan.
o   On this same day, Spark received Revdex.com Complaint No. [redacted]
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced but believes that based on the terms of service agreed upon; Zachary [redacted] was properly charged. We’d like to confirm that Spark did receive a payment on 12/14/2015; however did not receive another payment until 04/26/2016. Due to nonpayment, Spark submitted the cancelation request. The following verbiage is disclosed in the terms of service that was previously supplied to the customer. We have also attached a copy for you to review.
If you default in prompt payment of amounts due under this Agreement, you will be liable for any and all fees or charges, including reasonable attorney fees and court costs, incurred in connection with the collection of delinquent balances. Spark Energy may use the service of debt collection agencies, consumer reporting agencies, and other remedies as allowed by law to collect any unpaid balances on your account.
As it stands, the Spark service is terminated and Mr. [redacted] is responsible for the bill balance due. Unfortunately, the customer is not due any credit adjustments.
Please let me know if you have any further questions or concerns.
Best regards,
April [redacted]

[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, I would like to note that the message that was left by Spark Energy, didn't reflect the outcome and was stated that there would be a returned phone call, as I couldn't call them back because it was an outgoing line only. I do appreciate the fact that this has been resolved, I do hope that Spark Energy is able to contact utility company (as I asked them to do) to retain an account overview, but haven't heard about that either, which was told about 2 business days. As you can see, we are well past that mark.  Nor do I want a call now in regards to the situation, just because I have noted it in my response.    When I spoke to the utility company, I asked them to review the account and send the appropriate monies due to them.   I do hope they are able to resolve this matter with the utility companyThank you [redacted]
 









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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 it.
Ms. [redacted] has filed a complaint because she feels that she
was scammed into enrolling for...

Spark services. She states that the sales agent
lied and misled her because her bill increased after signing up. Ms. [redacted]
called Spark to cancel her account but she was told she would be responsible
for an early termination fee of $100.00.
Investigated
Results:
·        
On 11/21/2014, Ms. [redacted] authorized the switch to
Spark with Sawyer C[redacted]; an agent associated with the third party vendor
[redacted]. Ms. [redacted] enrolled in Spark’s Blue plan which offers a rate of
.825 per therm for 12 months with a $4.95 monthly fee and a $100.00 early
termination fee. The TPV is attached for your review.
·        
On 11/24/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 12/12/2014, Spark services became active.
·        
On 3/24/2015, Ms. [redacted] called in to cancel her
account with Spark.
·        
On 3/25/2015, the utility confirmed the
termination date of 4/14/2015.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that the TPV completed on 11/21/2014 validates the
enrollment. The verifier provided all essential information through the TPV.
Furthermore, Spark issued the Welcome Letter on 11/24/2015 which also provided
Ms. [redacted] with her contract details and plan information.
In efforts to resolve Ms. [redacted]’s concern, Spark will waive
the early termination fee but she will be responsible for all usage charges on
the account through the termination date of 4/14/2015.
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 [redacted]’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 is
getting charged a higher rate than her...

agreed upon contract. She states that her
contract expires on [redacted] and should be charged .[redacted] per kWh but instead
is being charged .[redacted] per kWh. When she called [redacted] to inquire about
the error, she was told that the billing department would review her account
and that she should receive an updated bill total in two business days. She
didn’t get an updated bill and she called [redacted] back on [redacted] was told by a different representative that the first person she spoke
to provided incorrect information and that it takes a couple weeks to process
bill corrections. She was promised she would have an updated bill shortly.  [redacted] contacted [redacted] again on
[redacted] for a follow up, and was advised that the bill corrections would be
resolved by the next billing cycle and that the changes would be reflected on
the [redacted] invoice. [redacted] received the [redacted] invoice with the
incorrect rate and no corrections. [redacted] feels that [redacted] is
unwilling to honor her contract and repeatedly provided inaccurate information.
She wants to make sure that her final invoice is correct so that she doesn’t
have to go through the process again.
Investigated
Results:
·        
[redacted] self-enrolled for [redacted]
Energy services through the website [redacted].
[redacted] signed up for [redacted]’s flex plan which offers an
introductory rate of .[redacted] per kWh and then rolls over to a month-to-month
rate. There is a $[redacted] monthly fee and no early termination fee.
·        
On [redacted] issued the Welcome
Letter. (Letter Attached)
·        
On [redacted] called in to inquire
about her rate. The agent advised her that he will submit a request to have her
account reviewed for accuracy.
·        
On [redacted] reviewed the account
and determined that [redacted] was charged the correct rate based on the
ter** agreed upon.
·        
On [redacted] called in to follow
up on her bill review request. [redacted] advised her that the account is
still under review and that upon completion of the review, she would be
rebilled.
·        
On [redacted] called in to cancel
her account with [redacted] and was given confirmation number [redacted].
Outcome:
[redacted] apologizes for any misunderstanding that may
have occurred. [redacted] originally enrolled in a flex plan which offers an
introductory rate of .[redacted] and then rolls over into a variable rate. **.
[redacted] was not on a fixed rate. Unfortunately, when [redacted] discussed
her account with the [redacted] agents, her plan details were not thoroughly
reviewed. As a result, [redacted] was led to believe that she was initially
supposed to be on a fixed rate as opposed to the flex plan she agreed upon. However,
the Welcome Letter sent to [redacted] on [redacted] confir** that she signed
up on the flex plan as the description of the ter** displays as
“month-to-month.”
The agents involved with this case have been referred for
Management review.
In efforts to resolve [redacted]’s concern, [redacted]
will process a cost analysis which will compare the utility rate versus the
[redacted] rate for billing periods [redacted]. Once [redacted]
receives the final meter reading from the utility, the cost analysis will
determine what the amount of the adjustment will be. [redacted] will send a
refund check to [redacted]’s mailing address [redacted]Please let me know if you have any further questions or concerns.Best Regards, [redacted] | Consumer Affairs Specialist[redacted]

To Whom This May Concern:
           
This is Spark Energy’s response to Revdex.com Complaint No: [redacted].
 
Thank you for bringing Ms. [redacted]’s concern to our attention and for allowing us to address it.
 
Ms. [redacted]’s complaint...

states that she was enrolled with Spark Energy (“Spark”) without her authorization. The complaint further states Ms. [redacted] called several times to find out who authorized the account, and was informed that someone she doesn’t know authorized the enrollment. The complaint also states Ms. [redacted] made a payment to Spark so that her credit wasn’t negatively affected, but she received another bill from Spark that she refuses to pay. Ms. [redacted] is requesting to be refunded the amount she paid and the additional charges to be reversed due to her not authorizing the account.
 
Investigated Results:
 
·         On 7/18/2014, Ryan [redacted], who worked for third-party vendor [redacted]), submitted an enrollment for the account of Ms. [redacted]. The enrollment was authorized by [redacted] and the phone number provided was (773) [redacted]7. I have attached the TPV for further review.
o   Ms. [redacted] would later state that she did not know the person who authorized the enrollment and did not recognize the phone number provided.
·         On 7/22/2014, Spark mailed a Welcome Package, which included the Terms of Service of the contract, to Ms. [redacted]’s residence. I have attached the Welcome Package for further review.
·         On 8/13/2014, as determined by [redacted] Gas, Ms. [redacted]’s account with Spark became active, and it was scheduled to end on 8/13/2015.
·         On 11/26/2014, Ms. [redacted] called Spark to inquire about not authorizing the account. Ms. [redacted] confirmed the name and address on the account, but stated the phone number listed was not hers. The agent that assisted Ms. [redacted] submitted a cancellation request and a request to obtain the TPV.
·         On 12/2/2014, Ms. [redacted] called Spark to inquire about the account. The agent that assisted Ms. [redacted] reviewed the TPV and advised her that [redacted] authorized the enrollment. Ms. [redacted] stated she lived alone and did not know the person who authorized the enrollment. The agent then advised Ms. [redacted] that the early termination fee would be waived, but she would be responsible for the charges.
·         On 12/15/2014, Ms. [redacted]’s natural gas services terminated with Spark Energy.
·         On 12/9/2014, Ms. [redacted] called Spark to inquire about receiving a letter for the early termination fee. The agent advised Ms. [redacted] that the account was noted to waive the early termination fee and to disregard the notice.
·         On 12/30/2014, Ms. [redacted] called Spark to inquire about receiving another invoice. The agent advised Ms. [redacted] that the invoice was the final bill from Spark based on the termination date provided by [redacted] Gas. On 1/7/2015, Spark received Ms. [redacted]’s complaint.
 
Outcome:
 
After further review, it has been determined that Ms. [redacted] did not authorize the enrollment. In efforts to resolve Ms. [redacted]’s concern Spark Energy has completed a cost analysis which compares our rate vs. the utility for billing periods 08/13-12/15/2014. This has resulted in a refund of $28.38. A request has been submitted and a refund check will be mailed out to the mailing address on file of 4[redacted].
 
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 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. Please do not hesitate to contact me if you should have any further questions or concerns regarding this matter.
 
Best regards,
 
Caleph [redacted] II | Office of the President
2105 CityWest Blvd, Ste 100 | Houston, TX 77042

Please see attached. Sent: Tuesday, January 27, 2015 2:47 PM To: drteam Cc: ConsumerAffairs Subject: [redacted] response     To Whom This May Concern: This is Spark Energy’s response to Revdex.com Complaint No. 10407480 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 Energy representative when he completed the enrollment. He states that the agent promised him that his bills would be lowered. Mr. [redacted] explains that his invoices continued to increase each month until he finally received the Spark Energy Welcome Letter. He called immediately to inquire as to why his invoice had increased and he was told that it was because of [redacted]. He noticed that his invoice increased again in January and saw that he is paying both Spark Energy and [redacted] for the gas consumption, which was later confirmed by [redacted]. Mr. [redacted] sent Spark Energy an email requesting to cancel his services and was told that the Early Termination Fee is $100.00 and was advised that it could take 1-2 billing cycles for the termination process to complete. Mr. [redacted] wants his services cancelled as soon as possible with the least amount of cost. Investigated Results:  On 07/26/2014, [redacted] authorized the switch to Spark Energy with a third party vendor, Empower Sales (EMS). Ms. [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. The TPV is attached for your review. On 07/29/2014, Spark Energy issued the Welcome Letter. (Letter Attached) On 08/26/2014, Spark Energy services became active. On 12/16/2014, Ms. [redacted] called in to inquire about her bill increase. The agent advised that she has been on a fixed rate since the start of the service. Ms. [redacted] stated that she wanted to cancel the service since she felt like she was lied to. The agent explained that if she were to cancel the service, she would have to pay a $100.00 Early Termination Fee. As a result, Ms. [redacted] requested to keep the services until further notice. On 01/12/2015, Spark Energy received an email from Ms. [redacted] requesting to cancel her services. Spark Energy responded and asked Ms. [redacted] to confirm her cancellation and acknowledge that she is aware of the $100.00 Early Termination Fee on the account. Ms. [redacted] provided a response shortly after and confirmed her request to cancel the account. Spark Energy submitted a cancellation request to the utility company on this day. On 01/13/2015, Spark Energy received a response from the utility that confirms the termination date of 02/25/2015.   Outcome: Spark Energy apologizes for any inconvenience that this may have caused but believes that all essential information was provided through the TPV at the time of enrollment. The verifier in the TPV states the following: “By choosing Spark Energy as your supplier, you will remain a customer of [redacted] for delivery service and [redacted] will still read your meter, bill you, and should be contacted in case of an emergency. “ The statement above sets expectations for Ms. [redacted] to continue to receive charges from [redacted] as part of a Spark Energy customer. Spark Energy sent the Welcome Letter on 07/29/2014 and sent a duplicate letter on 12/08/2014. The initial letter was provided to Mr. [redacted] in a timely manner following the enrollment date. Mr. [redacted] will be responsible for all consumption charges on the account; however, as a courtesy Spark will waive the Early Termination Fee of $100.00. To confirm , the account will be terminated on 02/25/2015. Please let me know if you have any further questions.   Best Regards, [redacted] | Consumer Affairs Specialist 2105 CityWest Blvd, Ste 100 | Houston, TX 77042 Tel: [redacted][email protected] | http://www.sparkenergy.com Connect with Spark Energy This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the named addressee you should not disseminate, distribute, or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing, or taking any action in reliance on the contents of this information is strictly prohibited.

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 am submitting the attached letter and postmarked envelope, which shows that the promotional rate I received has an end date of [redacted]. This is not in the contract itself and is the only communication of the rate end date that I have received from [redacted]. I originally submitted this via email to Revdex.com on [redacted], prior to [redacted]'s response.
Regards,
[redacted]

Sent: Wednesday, July 08, 2015 3:19 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection No. [redacted] Ms. [redacted] feels that Spark has not resolved her concern in regards to her credit.  She wants to be assured that the credit of $299.22 has been applied to her account. Outcome: Spark apologizes for the delay in response. On 6/22/2015, Spark applied all credits due to Ms. [redacted] and left a remaining balance of $0.00 on her account. Spark has forwarded all credits to [redacted] to reflect a $0.00 supply charge. On 7/08/2015, Spark made an attempt to contact Ms. [redacted] and advise her of the outcome but left a voicemail. Please let me know if you have any further questions or concerns. Best Regards,

To Whom It May Concern:
This is Spark Energy’s (“Spark”) response to [redacted] 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 the switch to Spark...

yet she was enrolled in services.
Investigated
Results:
·        
On 11/11/2008, an enrollment was completed via
the [redacted]. The plan elected was Spark’s variable rate plan.   
·        
On 11/13/2008, Spark issued the Welcome Letter.
·        
On 12/16/2008, Spark services became active.
·        
On 2/8/2016, Spark received a cancellation
request from the utility with the termination date of 2/17/2016 for the
electric service and 2/29/2016 for the gas service.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that [redacted] was charged correctly. Record
retention rules require that [redacted] and Terms of Service be retained for a
period of two years from the date of enrollment. Because of these rules, Spark
no longer has a record for this enrollment.
[redacted] has been on a variable rate since the account’s inception
which means the customer was not locked into a term and was free to switch away
without penalty at any time.
[redacted] gas account will be terminated on 2/29/2016 and his
electric account on 2/17/2016 as determined by the utility. Spark does not manage
the termination dates and are based on the dates provided by the utility.  She will be responsible for all usage charges
on the account through the termination dates.
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 he did not
authorize the switch to Spark....

He contacted Spark to dispute the enrollment
since he is the only one authorized to make the switch. Spark advised him that
authorization takes place through a third party verification and a signed
contract is not needed.  He states that
his parents have mental health problems and would not have authorized the
switch themselves. Mr. [redacted] will only honor [redacted]’s charges.
Investigated
Results:
·        
On 05/05/2014, [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 $34.99 a month with no monthly fee and no early termination fee. Please
note that in the TPV, the verifier states the following (The TPV is attached
for your review)
“You will
be on the dual billing program and will receive one bill from [redacted] for gas
transportation services and another bill from Spark Energy for the gas
commodity charges.”
·        
On 05/16/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 11/07/2014, Mr. [redacted] called in to see why
he was being charged by Spark. The agent advised that he had authorized the
switch to Spark. Mr. [redacted] did not request to cancel his service at this
time.
·        
On 02/19/2015, Spark submitted a cancellation
request to the utility company.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that the TPV completed on 05/05/2014 by Mr. [redacted]
validates the enrollment. In fact, over the last three (3) months, Mr. [redacted]
experienced a savings through his supply charges. The comparison between Spark
and what the utility would have charged can be seen below:
Billing Period


Spark Energy Total


[redacted] Total




12/17/2014-01/21/2015


 $                        34.99


 $        41.97




11/17-12/17/2014


 $                        34.99


 $        42.83




10/16-11/17/2014


 $                        34.99


 $        23.04









Total


 $                     104.97


 $      107.84


Spark has submitted the cancellation request and is
currently waiting for the utility to provide the termination date. 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, Hector P[redacted] | Consumer Affairs Specialist 









3/3/2015






Complaint

I've contracted Spark Energy before via phone and email. Little did I know how insidious they can be. I was re assured several times after experiencing the debacle of being signed up for an electric service I never authorized via signature I find out that my gas bill is with Spark Energy as well....

How is it legal to see my name on an open account that I never given Spark permission to do this. Not only is this unethical it is illegal. Unless this is resolved ASAP they have left me no choice but to explore legal options.







Desired Resolution

I want an apology, a phone log and written documentation form Spark Energy that they will NEVER bill me for any type of utility service.

Consumer Business Dialog

To Whom This May Concern:
Thank you for bringing Mr. [redacted] King’s complaint (Revdex.com Complaint ID: [redacted]) to Spark Energy, LLC’s (“Spark”) attention and for allowing us to address it below.
Complaint:
On 7/18/2017, Mr. King filed a complaint with the Revdex.com (“Revdex.com”) alleging that he...

was billed incorrectly and is seeking an apology from Spark and for his invoice to be adjusted.
Investigative Results:
·         On 7/17/2017, Mr.  King contacted Spark to inquire about his latest invoice. The agent explained that he was on a variable rate and that was the cause for the high bill. The agent offered to renew the account and send him a $25.00 gift card for renewing. Mr. King rejected the offer and no changes were made on the account. 
·         On 7/18/2017, Spark received Revdex.com Complaint ID: [redacted]
o   Spark submitted a request to review the billing and a credit adjustment of [redacted] was made on the account.
o   Spark attempted to reach Mr. King but there was no answer and a voicemail was left.
Resolution:
Spark apologizes for any inconvenience that Mr.  King may have experienced. After careful review of his account, Spark confirms that the latest invoice was inadvertently billed for the variable rate earlier than [redacted] when the contract expired.  It is never Spark’s intention to purposely bill a customer the wrong rate and we apologize for this oversight.
As it stands, the account was credited $147.85 and the current balance on the account is now $153.79. Spark attempted to contact Mr. King to confirm with him that the account is still active with Spark and that if he chooses to renew, the offer to send him the $25.00 gift card still stands. Spark also confirms that there is no Early Termination Fee on the account and Mr. King can also switch at any time without penalty.  
Please contact me with any further questions about Spark’s response to this complaint.
Best regards,
L[redacted] Cantu

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.  
They proposed nothing. They never sent a $25 giftcard like they claim. Which makes me believe they never contacted me about my contract. Why do they have to contact any of their customers when it states in their contract they don't have to. They should not be allowed to change a contract without consent. With the rate they are charging, which they can't back up why the rate is significantly higher than [redacted], they have charged me an additional $712. Their customer service reps were rude to me and boyfriend when we called in. I will never do business with this company again and can't wait for the cancellation to go through.
Regards,[redacted]