Spark Energy, L.P.

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No. [redacted].
Thank you for bringing [redacted]’s concern to our attention and for allowing us to address it.
[redacted] has filed a complaint because she states that she did not authorize an enrollment...

with Spark. She would like to have her name removed from the billing statements and is requesting a refund for any money that was paid to Spark.
Investigative Results:
·         On 4/12/2014, Michele [redacted] authorized the enrollment to Spark with an agent from third party vendor Cydcor for the Spark Preferred 12 plan at the rate of 0.599 cents/therm with $0 Monthly Service Fee (“MSF”) and $0 Early Termination Fee (“ETF”). (TPV Attached)
·         On 4/16/2014, Spark generated and sent the Welcome Letter.  (Letter Attached)
·         On 4/16/2015, per the terms agreed upon the Spark service defaulted to a variable month to month rate.
·         On 11/9/2015, [redacted] called to state that she was returning a phone call and would pay the $546.79.
·         On 11/25/2015, Spark’s Collection department called and left a message regarding the past due bill.
·         On 12/22/2016, Spark called and left a message regarding the past due bill balance.
·         On 1/6/2016, the Collection’s department called and left a message regarding the past due balance.
·         On 1/20/2016, the customer called in to Spark’s Collection’s department stating that she would pay $300 on Friday, Jan. 22, 2016.
·         On 2/26/2016, [redacted] called to cancel the service and get a copy of the authorized contract. The agent advised the customer that there was another department that could assist her and transferred her over.
o   On this same day, Spark submitted the cancellation request and advised the customer who identified herself as [redacted] that Spark would investigate the enrollment and call her back in 24-48 hours.
·         On 2/29/2016, the Spark service terminated.
·         On 3/5/2016, the TPV was reviewed and determined that Michele [redacted] authorized the enrollment. The Spark agent called the customer to inform her of who authorized the enrollment but had to leave a message due to no answer.
o   On this same day, Ms. [redacted] called Spark and was advised that Michele [redacted] authorized the enrollment.
·         On 3/15/2016, [redacted] called as stated she had not been contacted and was advised that a supervisor would call her back within the hour.
o   A Spark supervisor spoke to Ms. [redacted] and advised her that Michele [redacted] authorized the enrollment; the customer stated that she did not know anyone by the name of Michele [redacted]. The supervisor then advised the customer that on 2/26/2016 she identified herself at [redacted]; the customer denied the occurrence and the supervisor advised her that he would further research the issue and follow up with her in 5 business days.
o   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 the enrollment authorized by Michele [redacted] on 4/12/2014 validates the enrollment. Please note that 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.
As it stands, the Spark service terminated 2/29/2016 as solely determined by the utility. Unfortunately, the account does not warrant any adjustments or credits. The customer is responsible for the bill balance. Spark strongly suggests that Ms. [redacted] contact our Customer Service Department to review her payment options. She can speak with one of our designated billing specialists and allow them to assist her 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,
 
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.  
Sent: Tuesday, April 28, 2015 9:16 AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] Hello, This complaint has NOT been resolved and I am still receiving billing from Spark Energy even though they accepted by cancelation of services two months ago.  [redacted]
Regards,

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

for Spark she was told that she would save money and could cancel anytime without a cancellation fee. Ms. [redacted] states that after signing up the billing increased and when she called to cancel she later received a $100 cancellation fee via mail. The customer is requesting a refund of her money and the cancellation fee.
Investigative Results:
·         On 4/14/2016, [redacted] authorized the enrollment to Spark with an agent from third party vendor [redacted] for the Blue 12 plan. This plan offers a 12 month fixed rate at 0.6250 cents/therm with a $4.95 Monthly Service Fee (“MSF”) and a $100 Early Termination Fee (“ETF”). (TPV Attached)
·         On 4/15/2016, Spark generated and sent the Welcome letter. (Letter Attached)
·         On 5/23/2016, the Spark service became effective.
·         On 9/28/2016, [redacted] contacted Spark to cancel the service. The Spark agent submitted the cancellation request.
·         On 11/1/2016, Spark received Revdex.com Complaint No. [redacted].
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced but believes the enrollment to be valid based on the TPV authorized by [redacted] on 4/14/2016. To reconfirm, Ms. [redacted] states that she was told that she could cancel the Spark service at any time without penalty, however; both the TPV and Welcome letter outline the $100 ETF that would be assessed to the customer if the contact obligations are not fulfilled.
 
Additionally, Ms. [redacted] is requesting a refund of the monies paid to Spark and the ETF removed. Unfortunately, the supplier charges billed to Ms. [redacted] are for the household’s consumption and will not be refunded. The customer is responsible for the billing. However, as an act of good faith, Spark has adjusted the $100 ETF from the customer’s account. Spark’s records do not reflect payment of the ETF as stated on the customers’ complaint. Lastly, the Spark service is pending cancellation with a scheduled termination date of 11/21/2016. Please be advised that this date is solely determined by the utility and not by Spark.
 
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] concern to our
attention and for allowing us to address it.
[redacted] has filed a complaint because he feels that
he was misled into enrolling...

in Spark services. He was told that Spark would
save him about 20% on his bill. Later, he received a bill from [redacted] for $43.95
and noticed that there were no savings. He then received a call from Spark
notifying him that he has a past due balance with them for supply services. Mr.
[redacted] became very upset and advised the representative to cancel his
account. However, he was told that he has an early termination fee on the
account if he were to terminate the services. He feels that Spark has very
deceptive sales practices for enrolling customers.
Investigated
Results:
·        
On 11/09/2014, Mr. [redacted] authorized the
switch to Spark services with the third party vendor, [redacted]. Mr.
[redacted] enrolled in Spark’s Carbon Neutral plan which offers a fixed rate of
.75 per therm with a $4.95 monthly fee and a $100.00 early termination fee.
·        
On 11/13/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 12/22/2014, Spark services became active.
·        
On 01/30/2015, Spark issued the first invoice
for billing period 12/22/2014-01/26/2015 in the amount of $43.95.
·        
On 02/20/2015, Spark’s collection department
contacted Mr. [redacted] to advise him of the past due amount. Mr. [redacted] chose
to cancel his account on this day.
·        
On 02/23/2015, the utility company confirmed the
termination date of 03/26/2015.
Outcome:
Spark apologizes for any
misunderstanding that may have occurred.
The Welcome Letter states the following:
“Depending on your LDU, you will
either receive one monthly bill and the bill will include both your
Transmission Charge and your Commodity Charge, and any other charges incurred
in accordance with this Agreement; or you will receive separate bills from
Spark Energy (for Commodity Charges, Transmission Charges, Fuel Charges and any
applicable service fees and taxes) and your LDU (for LDU charges).”
The statement above sets expectations in regards to the dual
billing that Mr. [redacted] was enrolled under. However, in efforts to resolve
Mr. [redacted]’s concern, Spark will waive the early termination fee of $100.00
but he will be responsible for all usage charges on the account through his
termination date of 03/26/2015.
Spark Energy has submitted this information to the third
party vendor and will obtain a statement from the agent. Spark energy would
like to assure [redacted] that this is not how we train our representatives nor
do we condone this type of behavior. Again, Spark Energy apologizes for any
inconvenience that this may have caused.  Please let me know if you have any further questions or concerns.Best Regards, Hector P[redacted] | Consumer Affairs Specailist

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Complaint
No. [redacted]
Thank you for bringing Sheila [redacted]’s concern to our
attention and for allowing us to address it.
Ms. [redacted] has filed a complaint because Spark is charging
her an early termination fee...

even though she did not request to have her
account cancelled.
Investigated
Results:
·        
On 9/30/2014, Spark issued a Termination Notice
for the past due balance of $41.57 with an expiration date of 10/10/2014.
·        
On 10/15/2014, Spark issued a disconnection
order due to non-payment.
·        
On 10/16/2014, the utility confirmed the
termination date of 11/25/2014.
·        
On 7/8/2015, Spark issued a Final Notice
advising Ms. [redacted] of the early termination fee. (Notice Attached)
·        
On 7/15/2015, Ms. [redacted] called in to inquire
about a final notice she received for a $100.00 fee. Spark advised her that the
service was cancelled due to non-payment.
·        
On 7/16/2015, Spark received Revdex.com complaint no.
[redacted]
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that Ms. [redacted] was charged correctly per the terms agreed
upon. Although Spark issued the Termination Notice on 9/30/2014, a payment was
not received until 10/25/2014 which surpassed the expiration date of
10/10/2014. Spark issued a disconnection order on the account on 10/15/2015;therefore,
resulting in Ms. [redacted] terminating her contract. Per the terms, Spark applied
an early termination fee to the account.
In efforts to resolve Ms. [redacted]’s concern, Spark will waive
the early termination fee on the account leaving the account balance at 0.
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 brining Mr[redacted]'s concern to our
attention and for allowing us to address it
Mr[redacted] has filed a complaint because he has been
receiving
repeated telemarketing calls as well as door to door solicitations
Mr[redacted] states that the sales agents are often misleading and deceptive
He had requested to have the solicitations stopped; however he continues to be
solicited even when he has no trespassing signs postedMr[redacted] would like
for all solicitations to be stopped and wishes to be left alone
Spark Energy takes every possible opportunity to ensure that
all sales representatives that visit prospective customers are conducting
themselves in the most truthful and professional mannerWe have communicated
the customer's complaint to our sales group to ensure that every representative
is presenting Spark Energy's service correctlyFurthermore, Spark Energy is
conducting an investigation to identify the agents that reached out to Mr
[redacted] to identify any retraining opportunities
We'd like to also confirm that Spark Energy has added Mr
[redacted]'s address of [redacted] #[redacted], CA [redacted] to our "Do
Not Solicit" list as well as added the phone number of ([redacted]) [redacted]-[redacted] to our
"Do Not Call" list
Spark Energy sincerely apologizes for any inconvenience this
may have caused and we are continuously reinforcing our training and sales
guidelines with all of our sales vendors on how to properly inform potential
customers of our products and services
Please do not hesitate to contact me if you should have any
further questions or concerns regarding this matter
Best regards,
Martha L[redacted] | Consumer Affairs Supervisor

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.
Mr. [redacted] complaint states that...

a sales representative from Spark Energy (“Spark”) claimed to be from [redacted] (“[redacted]”) and promised that the customer’s gas bill could be cut in half. The complaint further states that the Mr. [redacted] received a bill from Spark and called to inform Spark that he was a [redacted] customer not a Spark customer. The complaint also states that Mr. [redacted] was unaware that Spark was not affiliated with [redacted] until he received a bill.
Investigated Results:
·         On 8/14/2014, Tareena [redacted], who works for third party vendor [redacted] ([redacted]), visited the residence of Mr. [redacted]. Mr. [redacted] authorized an enrollment into Spark’s Spark Carbon Neutral 12 plan, a twelve (12) month fixed rate contract at 75 cents/therm with an early termination fee $100.
o   The third party verifier advised Mr. [redacted] that he would be participating in the Dual Billing program. In this program, the customer would receive one bill from [redacted] for gas delivery services, and one bill from Spark for gas supply services; Mr. [redacted] expressed his understanding of this information. The verifier also advised the customer that “Spark Energy is not [redacted], or an affiliate of [redacted], but an approved core transport agent participating in [redacted]’s core gas irrigation program.” Mr. [redacted] expressed his understanding of this information as well. I have attached the TPV for further review.
·         On 8/22/2014, Spark mailed a Welcome Letter, which included the contract’s Terms of Service, to Mr. [redacted] residence. The Welcome Letter reconfirmed the information provided to the customer during the TPV. I have attached the Welcome Letter for further review.
·         On 11/4/2014, Mr. [redacted] called Spark to inquire about receiving a bill from Spark. The agent that assisted Mr. [redacted] explained Spark’s services, but Mr. [redacted] requested to cancel the account. The agent submitted a cancellation request and informed the customer that the account would terminate within 1-2 billing cycles, as determined by [redacted]. The agent also waived the $100 early termination fee as a courtesy. Mr. [redacted] understood that he could receive two (2) additional bills depending on the confirmation date provided by [redacted].
·         On 12/1/2014, Mr. [redacted] Spark Energy account was terminated, as determined by [redacted].
·         On 12/8/2014, Mr. [redacted] informed a Spark Collections agent that he was unwilling to pay the balance owed.
·         On 12/18/2014, [redacted] called on Mr. [redacted] behalf to inquire about cancelling the account and ceasing the collection calls being made to the customer. The agent that assisted Ms. [redacted] informed her that the account was terminated and advised that the customer had a past due balance of $22.65 causing the collection calls. Ms. [redacted] disagreed with the information being provided and requested to speak with a supervisor. The agent submitted Ms. [redacted]’ information for her to receive a callback from a supervisor.
·         On 12/19/2014, Spark received Mr. [redacted] complaint.
·         On 12/26/2014, Spark submitted a request to write off Mr. [redacted] past due balance.
Outcome:
Mr. [redacted] authorized an enrollment into a fixed Spark Energy contract. A TPV was performed and the customer was advised that Spark Energy was not [redacted], and a Welcome Letter was mailed to the customer reconfirming the information provided during the TPV. Upon Mr. [redacted] request, a cancellation request was submitted, and the $100 early termination fee was waived as a courtesy. Mr. [redacted] Spark account has since been terminated, and his natural gas supply services have been returned to [redacted]. After further review, Spark will write off Mr. [redacted] current past due balance of $22.65. Once this request has been completed, all collection calls being made to Mr. [redacted] will cease.
Spark Energy sincerely apologizes for any misunderstandings or inconvenience that may have occurred. Please do not hesitate to contact me should you have any additional questions or concerns regarding this matter.
Best regards,
[redacted]
[redacted]

To Whom This May Concern:
This is [redacted]’s response to Revdex.com Rejection No.
[redacted] rejected the initial [redacted] response
because her Welcome Letter does not specify the length of the introductory rate
period. She received the introductory rate for three months before being
switched to a variable rate without notice. [redacted] wants [redacted] to
honor the introductory rate for the entire time she was active with [redacted]
Energy.
Outcome:
The Welcome Letter sent to [redacted] on [redacted]
confirms that she signed up on the flex plan as the description of the terms
displays as “month-to-month.” (Letter Attached) There was no set period of how
long the introductory rate would be in effect. The letter clearly provides **.
[redacted] with expectations of the possible change in rate. . [redacted] was
never on a fixed rate; therefore, [redacted] did not guarantee the
introductory rate for a set amount of time. 
Given this fact, the customer is not entitled to an account adjustment
of any kind; however, [redacted] has agreed to adjust [redacted]’s account as a
courtesy.  [redacted] would like to
reiterate that [redacted] will be re-rated back to the utility rate and not
the introductory rate.
Please let me know if you have any further
questions.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.  
This company that admitted to "a billing mistake for 7 months" now wants the fact that they do not have record of my cancellation of service to stand as reason for me paying a huge bill that there was no way of me knowing existed.  Every month I paid may [redacted] bill in full.  They did try to call me about renewing a contract with them and I did blow them off the call, because I had cancelled the service with them and since I was also not being billed did not know that an additional problem existed.  I knew the contract was up and I had cancelled services and I was not being billed.  I do not want a coupon book that is stupid and insulting.  I want these charges completely removed.  This is their mistake and I should not be held responsible.  Never once in the time period of this billing issue did anyone call me about a billing issue.  Had they called me month one or I had seen ONE additional bill, I would have called them immediately to confirm my cancellation of service.

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

without her knowledge but that a supervisor would follow up with her regarding her concerns. Ms. [redacted] states that she has not heard back from anyone and that now she is getting collection’s notices.
Investigative Results:
·         On 5/24/2016, [redacted] authorized the gas enrollment to Spark onto the Blue 12 plan with Kara [redacted], a door-to-door sales agent with Energy Group Consultants. This plan offers a 12 month fixed rate plan at 67.5 cents/kWh with $4.95 Monthly Service Fee and a $100 Early Termination Fee (“ETF”). (TPV Attached)
·         On 5/25/2016, Spark generated and sent the Welcome Letter. (Letter Attached)
·         On 2/14/2017, Spark’s gas service became effective.
·         On 3/28/2017, [redacted] contacted Spark to cancel stating she never spoke to the door-to-door sales agent and that she did not enroll. Spark submitted the cancellation request and requested the TPV.
·         On 3/31/2017, Spark reviewed the TPV and determined that [redacted] is liable as she authorized the enrollment to Spark.
·         On 4/17/2017, Spark’s gas service terminated
·         On 7/24/2017, [redacted]’s husband contacted Spark stating no one called back regarding the Spark enrollment and the Spark agent advised him that the enrollment was valid. The Spark agent also escalated the call for follow up.
·         On 7/25/2017, Spark received Revdex.com Complaint No. [redacted].
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced. We’d like to confirm that per the attached TPV, [redacted] authorized the gas enrollment to Spark without any objections from the customer on 5/24/2016. Furthermore the telephone number on the complaint of [redacted] is the same telephone number used to validate the enrollment with the Third Party Verifier. For these reasons, we have deemed the enrollment to Spark as valid and the charges to the customer as accurate. Unfortunately, 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 formal
response
to Revdex.com Complaint No: [redacted]
Thank you from bringing Ms[redacted] concern to our attention and for allowing us to address it
Ms[redacted] complaint states that
Spark Energy continues to call her to solicit serviceThe customer states that
she has expressed her disinterest several times but that we continue contact
herMs[redacted] would like to be placed on the "Do Not Call List"
We have reported this complaint to our
Marketing department to have Ms[redacted] phone number of [redacted] placed on the "Do Not Call List"It has been confirmed with the
Marketing department that implementing Ms[redacted] phone number into "Do Not
Call List" can take approximately seven (7) business days
Spark Energy sincerely apologizes for
any inconvenience that [redacted] has experienced regarding this
matterPlease do not hesitate to contact me should you have any further
questions or concerns
Best regards,
[redacted] |
Office of the President
[redacted]

To Whom This May Concern:
This is Spark Energy’s response to Complaint Rebuttal No.
[redacted]
[redacted] states that she has proof that she sent in the
notice of cancellation.
Outcome:
Although Ms. [redacted] sent in the Notice of Cancellation within
her rescission period, she did not include the verification code or account
number on the notice. Without the code or the account number, Spark Energy
can’t identify the account and submit the proper cancellation request. This
caused Ms. [redacted]’s account to become active. As included in the previous response
to complaint no. [redacted], Spark Energy confirms that Ms. [redacted] will be
responsible for all charges accrued through 12/01/2014Please let me know if you have any further questions or concerns.Best Regards, [redacted] | Consumer Affairs Specialist[redacted]

To Whom This May Concern:
This is Spark Energy's ("Spark") response to Revdex.com Complaint
No[redacted]
Thank you for bringing M[redacted] M[redacted] concern to our
attention and for allowing us to address it
MrM[redacted] has filed a complaint because the sales agent
that
approached his mother in a very deceptive mannerHis mother is blind and
can't read or sign any documents and therefore is not authorized to make
changes to the accountThe sales agent signed on behalf of his mother but he
did not sign his name on the required area of the documentMrM[redacted] wants
the enrollment cancelled as well as an apology from Spark
Investigated
Results:
·
On 06/17/2015, Mary M[redacted] authorized the
switch to Spark with Shanarri O[redacted]; an agent associated with the third party
vendor ImmergeMsM[redacted] enrolled in Spark's Green Price Protect plan which
offers a rate of per kWh for months with a $monthly fee and a
$early termination feeThe TPV is attached for review
·
On 06/22/2015, Spark issued the Welcome Letter
(Letter Attached)
·
On 06/23/2015, MrM[redacted] called in to cancel
the enrollment
o
The utility confirmed the cancellation of the
enrollment on this day
Outcome:
Spark sincerely apologizes for any inconvenience that this
may have causedAlthough MsM[redacted] completed the TPV Spark has determined
that the contract document is not valid due to MsM[redacted] missing
signatureSpark has submitted this information to the third party vendor and
will obtain a statement from the agent involved in the sale as a part of our
investigationThe appropriate action will be taken once we've concluded our
investigationSpark would like to assure the MrM[redacted] that this is not how
we train our representatives nor do we condone this type of behavior
Spark would like to assure MrM[redacted] that the enrollment
has been cancelled and there will be no fees or charges applied to the account
An attempt to contact MrM[redacted] was made on 06/29/but Spark was unable
to reach him and left a detailed voicemail
Please let me know if you have any further questions or
concerns
Best Regards, Hector P[redacted] | Consumer Affairs Specialist

[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.  I wish to thank the Revdex.com, and it's associates for all the help that you have given me.  I could not have done this by myself, for they kelp giving me the run around.
Again I thank you, sincerely, Mr[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 Spark
representatives approached her house and...

they lied stating that they were part
of [redacted]. She requested several times for them to leave the premise but they
refused to move and began insulting her. They finally left when she called the
police to have them forcefully removed. She states that she felt unsafe in her
own property and that this should be illegal.
Outcome:
Spark apologizes for any inconvenience that this may have
caused. This is certainly not the way we want our sales agents to present
themselves to potential customers. Spark had forwarded this incident to our
Marketing department to obtain a statement from the agent as well as take any
disciplinary measures necessary. We would like to confirm that this is not how
we train our representatives nor do we condone this type of behavior. Lastly,
we have placed Ms. [redacted]’s address on the Do No Solicit list.
We appreciate this feedback as it will help us better the quality of
our customer service.
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 he was approached by
a Spark representative and was...

advised that [redacted] changed to Spark and he would receive
a $100.00 credit. After he completed the enrollment, he changed his mind and
decided to cancel the enrollment. Despite his cancellation request in November,
he was billed through February and charged an early termination fee of $100.00.
He requested to speak to a supervisor but wasn’t given a timeframe of when he
would be contacted to speak to one. Mr. [redacted] feels like he has been scammed and
would like his early termination fee waived since he called within his
rescission period.
Investigated
Results:
·        
On 11/22/2014, [redacted] authorized the
switch to Spark with [redacted]; an agent associated with the third party
vendor, IMG. [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 11/25/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 12/04/2014, [redacted] called in to cancel the
enrollment. Spark placed his information in the rescind queue to prevent the
enrollment from processing. Unfortunately, the customer’s enrollment had
already been processed & the agent failed to identify this when reviewing
the account details.
·        
On 12/19/2014, [redacted] contacted Spark and
stated that he sent in a cancellation letter. Spark advised that a request
would be submitted on this day and he should expect to receive one or two
invoices with Spark charges. However, Spark would waive the early termination
fee.
·        
On 01/01/2015, Spark received a response from
the utility that the cancellation request was rejected due to invalid meter
number.
·        
On 01/22/2015, Spark’s transaction department
identified the rejected request, updated the meter number, and resubmitted the
cancellation request.
·        
On 01/27/2015, the utility confirmed the
termination date of 02/10/2015.
·        
On 02/03/2015, [redacted] called in to inquire why
his services were still active since he has previously called in to cancel. Spark
assured him that the early termination fee of $100.00 would be waived but that
he would be responsible for usage charges. [redacted] understood the terms.
·        
On 02/19/2015, Spark received Revdex.com Complaint No.
[redacted]
·        
On 02/25/2015, [redacted] called in to confirm
that he will pay $22.95 on the account as well as inquire about the early
termination fee being waived.
Outcome:  
Spark apologizes for any inconvenience that this may have
caused. Spark did not find any records of [redacted] contacting Spark on the day
of enrollment to cancel the account prior to 12/04/2014. When [redacted] called
in to cancel his account on 12/04/2014, the agent failed to identify that [redacted] account was already established in Spark’s system. Therefore, when the
agent placed the customer’s information in the rescind queue, the cancellation
failed. However, per the terms agreed upon, [redacted] cancelled his enrollment
outside of the rescission period of three days. 
Furthermore, due to an error with the registered meter
number that Spark had on file, the cancellation request that was submitted on
12/19/2014 was rejected by the utility company. Spark resubmitted the request
on 01/22/2015 and the utility has confirmed that the account was terminated on
02/10/2015. In efforts to resolve the customer’s concern, Spark will process a
re-rate for [redacted]’s account for his Spark rate vs. his utility rate to
determine if a refund is due. If a refund is due, Spark will apply this as a
credit to [redacted]’s account and he will be responsible for the remaining
charges, if any. To confirm, Spark has agreed to waive the early termination
fee of $100.00.
Please let me know if you have any further questions or
concerns.
Best Regards,
H[redacted] | Consumer Affairs Specialist

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com 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 Revdex.com 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 [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 he feels that the [redacted] representative
that...

sold him the services was very misleading. [redacted] states that he did
not know what he was signing up for and that he was told to authorize the
switch even though he is not the account holder and was
also asked to lie about his
relationship with the account holder. Furthermore, [redacted] was told by the
representative that the supply charges would continue to reflect on his
[redacted] bill. Once [redacted] researched the company, he realized he would
receive two separate bills for services. He feels that he was misled and would
like to cancel his services.
Investigated
Results:
On [redacted], [redacted] authorized the switch to
[redacted] with [redacted]; an agent who is with the third party
vendor, [redacted]. [redacted] enrolled in [redacted]’s Blue plan which
offers a fixed rate of [redacted] cents per therm for 12 months with a $[redacted]
monthly fee and an early termination fee of $[redacted]. The TPV is attached
for your review. 
Outcome:
[redacted]
apologizes for any misunderstanding that may have occurred and would like to
assure [redacted] that his enrollment has been cancelled as of [redacted] per
his request. Furthermore, [redacted] wants to confirm that there will be no
fees associated with the cancellation of the supply services.
 Please
note that in the TPV, the verifier asks if the person completing the enrollment
is over ** and the person authorized to make changes to the account. [redacted]
was also provided with the following statement in which is clearly responded
with yes. 
“By choosing
[redacted] as your supplier you will remain a customer of [redacted] for
delivery services, and [redacted] will still read your meter, bill you, and
should be contacted in case of an emergency.  You understand that Spark
Energy is not [redacted] or an affiliate of [redacted], but an approved Core
Transport Agent participating in [redacted]’s [redacted]?”
We apologize
for any inconvenience this issue may have caused.  However, [redacted] ensures that all
essential information is provided to the customer both verbally and in writing at
the time of enrollment in accordance [redacted] Gas Rule No. 23 so that each customer
and/or potential customer is aware of what to expect by enrolling in our supply
services.
Please let me know if you have any further questions.Best Regards, [redacted] | Office of the President

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com complaint #[redacted].
Thank you for bringing [redacted]’s concern to our attention and for allowing us to address it.
[redacted] has filed a complaint because she states that she contacted [redacted] and they...

informed her that with her being in the PIPP program, she could not enroll with Spark. She is requesting for her bill to be corrected.
Investigative Results:
·         On 9/24/16, [redacted] authorized an enrollment through a third party vendor, [redacted]. The account was enrolled in Spark’s Blue 12 plan, which includes a 12 month fixed rate of 55 cents/therm with a $4.95 Monthly Service Fee and a $50.00 Early Termination Fee (“ETF”). (TPV Attached)
·         On 9/25/16, Spark generated and mailed the Welcome Letter. (Letter Attached)
·         On 2/21/17, the customer called to cancel the service because she was not receiving the discount from PIPP. She was made aware of the $50.00 ETF and a cancellation request was submitted on the account.
·         On 2/22/17, Spark received Revdex.com Complaint #[redacted].
·         On 2/23/17, Spark received a cancellation confirmation date of 3/16/17.
Outcome:
Spark would like to apologize for any inconvenience the customer may have experienced. After careful review of the TPV, we have deemed the enrollment as valid. In the TPV, Ms. [redacted] was asked if she is currently participating in PIPP or any other LIHEAP program and she stated “No”. For this reason, the enrollment was continued by the TPV agent and Ms. [redacted] completed the enrollment.
As it stands, the account will be terminating with Spark on 3/16/17. As an act of good faith, Spark will be waiving the ETF from the account; however, the customer will be responsible for the supply charges up until 3/16/17.
Please let me know if you have any further questions or concerns.
Best regards,Luis [redacted]

To Whom This May Concern: This is Spark Energy’s (“Spark”) follow-up response to Revdex.com Rebuttal [redacted]. Spark apologizes for any inconvenience that the customer may have received. To re-confirm, Mr. [redacted] states that we have not addressed his concerns, however on 8/2/2016 Spark contacted Mr. [redacted] and advised him that the $31.08 in question was for the billing dates of 9/4/2015-10/6/2015. The customer then stated that was the information he wanted as he did not want to pay for a bill without explanation. In regards to the contract expiration letter, as previously mentioned it was indeed sent to the customer on 6/5/2015 as Mr. [redacted] contract did not expire until 8/4/2015. However, please note that [redacted] contacted Spark on 12/17/2015 inquiring about the high bill and he was advised of the $31.08 as well as, the billing cycle that it stemmed from. The customer opted to cancel at that time; per the utility’s decision the contract terminated on 1/7/2016. As it stands, Mr. [redacted] account does not warrant any credit adjustments and the balance of $31.08 remains due. Please let me know if you have any further questions or concerns. Best regards, April [redacted]