Spark Energy, L.P.

Tell us why here...
To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No. [redacted].
Thank you for bringing [redacted]’s concern to our attention and for allowing us to address it.
[redacted] has filed a complaint because he states he never enrolled with...

Spark. He states he received a letter from Spark welcoming him as a new customer only to find out when calling in that he was enrolled by a Door to Door Salesman. Mr. [redacted] states he cancelled the service but feels the salesman committed fraud.
Spark would like to apologize for any inconvenience that the customer may have experienced .After careful review of the enrollment details; we have been able to deem both of the enrollments as invalid. Please note that we take complaints of this nature very seriously and because of this; Spark submitted this complaint to the Marketing department and requested to have this incident investigated. We would like to report that the agent associated with this complaint has been removed from Spark’s campaign and is no longer able to sell. We would like for Mr. [redacted] to know that this is not how we train our sales agents nor do we condone this type of behavior.
As it stands, the accounts are not active as they both rejected due to non- existent account numbers. The customer will not be billed or penalized.
Please let me know if you have any further questions or concerns.
Best regards,
 
April [redacted]

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

transferred in November 2014. She also renewed her account
at this time to a 12 month contract. She received her first invoice at her new
address for $305.32. She called Spark to inquire about the elevated charges and
was told that Spark failed to terminate her previous address. Furthermore, her
account was not placed under the new contract she previously had agreed
to.  Spark agreed to re-rate her account
and advised her that she would receive a credit of about $150-$160.00 on her
next invoice. Spark also confirmed the contract renewal and read a scripting
for Ms. [redacted] to accept the contract. In February, she contacted Spark again
because she received another high invoice and was told by Spark that she
received a $50.00 credit on her account. She advised the representative that
she was told she would get a credit of about $150.00. She decided to call back
the next day and was informed that she was still on a month-to-month plan. Ms.
[redacted] requested a supervisor at this point and was told that she would provide
an additional credit of $267.00 to be applied to her account. A week later she
did not see a credit on her account and contacted Spark to inquire about the
credit. She was told that they could not transfer the credit to her bank
account but instead would be applied towards her next invoice.  Ms. [redacted] states that the supervisor did not
explain to her that the credit was not able to be transferred to her bank account.
She requested to speak to someone higher than him to resolve her issue and is
currently waiting for a call back.
Investigated
Results:
·        
On 11/21/2014, Ms. [redacted] called in to transfer
her service from [redacted](MVO Date-12/01/2014) to [redacted] (MVI 11/24/2014). Ms. [redacted] also renewed her account at a 12 month
contract.
·        
On 11/24/2014, Mr. [redacted] called in to ensure
that her services were switched to her new address. Spark confirmed that the
services at [redacted] were active.
·        
On 12/01/2014, address [redacted]
was terminated per Ms. [redacted]’s MVO request.
·        
On 01/08/2014, Ms. [redacted] called in to inquire
about her invoice since she was charged at the variable rate. Spark advised
that a re-rate will be processed and that the renewal will be resubmitted.  Spark submitted a request for a $50.00
courtesy credit at this time.   
·        
On 01/26/2015, Spark generated an invoice for
billing period 12/22/2014-01/23/2015. This invoice included a courtesy credit
of $50.00. (Invoice Attached)
·        
On 02/23/2015, Spark submitted a request to have
billing periods 11/06/2014-01/23/2015 re-rated for a total refund of $344.82
back to her method of payment on file.
·        
On 02/24/2015, Spark generated an invoice for
billing period 01/23-02/23/2015 in the amount of $108.23.
·        
On 03/03/2015, Spark refunded the amount of
$344.82 back to Ms. [redacted]’s method of payment.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that Ms. [redacted]’s issue has been resolved. Spark refunded
the amount of $344.82 back to Ms. [redacted]’s account as a result of the re-rate.
Furthermore, Spark applied a credit of $50.00 to Ms. [redacted]’s account as a
courtesy.
Spark would like to confirm that Ms. [redacted] is currently
set up on a 12 month contract as agreed upon and she will continue on a fixed
rate.
Please let me know if you have any further questions or
concerns.Best Regards, Hector P[redacted] Consumer Affairs Specialist

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

increased to more than $50.00. She’s had a hard time
reaching Spark’s customer service department and when she got through they
would not speak to her or cancel her services as requested. She would like her
services with Spark terminated especially since she did not sign a contract.
Investigated
Results:
·        
On 10/15/2014, Ms. [redacted] authorized the switch
to Spark with the third party vendor, [redacted]. Ms. [redacted] enrolled in
Spark’s Blue plan which offers a fixed rate of .825 per therm for 12 months
with a $4.95 monthly fee and a $100.00 early termination fee. The TPV is
attached for your review.
·        
On 10/20/2014, Spark issued the Welcome Letter.
(Letter attached)
·        
On 11/12/2014, Spark services became active.
·        
On 03/06/2015, per the complaint, 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 10/15/2014 validates Ms. [redacted]’s
enrollment in Spark services. Furthermore, Spark was unable to locate any
incoming calls from phone number [redacted] that would indicate that Ms.
[redacted] made an attempt to cancel her services with Spark. In efforts to resolve
Ms. [redacted]’s concern, Spark will waive the early termination fee. However, Ms.
[redacted] will be responsible for all usage charges on her account through her
termination date as determined by the utility.
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 Case [redacted]
Thank you for bringing N[redacted] Fassinger’s concern to our attention and for allowing us to address it.
N[redacted] Fassinger has filed a complaint because she states that sales reps came to their door offering a...

promotion that could save them money if they changed their natural gas supplier to Spark. She states that it was presented that they would be saving approximately 0.68 cents/Therm and cutting the gas bill in half. She is requesting that the contract be terminated without penalty and to be refunded the difference of the gas cost between PG&E and Spark.
Investigative Results:
·         On 8/3/16, N[redacted] Fassinger authorized an enrollment with a door to door agent working for third party vendor, Energy Group Consultants LLC. The account was enrolled in Spark’s Blue 12 plan, which offers a 12 month fixed rate of 67.5 cents/Therm with a $4.95 Monthly Service Fee and a $100.00 Early Termination Fee (“ETF”).
·         On 8/5/16, Spark generated and mailed a Welcome Letter.
·         On 11/23/16, the service with Spark became active.
·         On 1/5/17, David Winn called to inquire about the Spark charges. Spark explained the difference between delivery and supply charges. He was also reminded that he has 30 days from the date of the first invoice to cancel without a penalty.
·         On 4/12/17, Spark received Revdex.com Case #[redacted]
·         On 4/17/17, Spark submitted a cancellation request due to the complaint and also submitted a request to waive the ETF from the account.
·         On 4/19/17, Spark received a cancellation confirmation date of 5/25/17.
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced. After careful review of the Telephonic Agreement and Authorization/Third Party Verification (“TPV”), we have deemed the enrollment as valid. We forwarded Ms. Fassinger’s concerns to our Marketing Department so that they may follow up with the vendor and the sales tactics she described. The vendor confirmed that the agent has not been selling for Spark since September 2016 and will not be able to obtain a statement. We would like to confirm that this is not how we train our sales agents nor do we condone that type of behavior. As an additional security measure, Spark completes a TPV and mails a Welcome Letter with the details of the contract.
As it stands, the account will be terminating with Spark on 5/25/17. As an act of good faith, Spark has waived the ETF from the account; however, the supply charges will not be adjusted due to the valid enrollment. Please be advised that the termination date is determined by the utility company.
Please let me know if you have any further questions or concerns.
Best regards,
Luis C[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,
  First of all, I did advise the sales rep about my enrollment in the CARE program and he did tell me that because I was enrolled in that program that I would only have to pay 28$ per month. My husband is my witness. I was under the impression that the welcome letter with the original monthly payment was just protocol and that this didn't apply to me because as I said, the rep said the original monthly payments are 34.99$ but you will only pay 28$ per month. On 10/27/14 I was given this confirmation number for my request to cancel (10277018). I felt confident that this request would follow through but now you guys are saying that it would have depended upon confirmation provided from [redacted] (how could they ever confirm if the request was never sent from you guys???) I spoke to Mrs. N[redacted] from the marketing department in [redacted] and upon her investigation they never received a request anytime from 10/27/14 to 12/29/14. On 12/29/14 I called spark energy and asked why was I still enrolled with them and was told that due to an outstanding balance my request was denied but I NEVER received a phone call or letter informing me of this such action. Had I been informed right after I called on 10/27/14 I would have inmediately paid that balance so that my request would have followed through. It was not until 2 months later on 12/29/14 that I called spark and asked why was I still receiving bills from them if I had cancelled 2 months prior is when shanice told me my request had been denied. I've been deceived by all customer service reps especially by Edwin who told me that [redacted] had denied request to start receiving the services from them, he stated that maybe because I had an outstanding balance with them but that [redacted] had denied my request which is totally false and Mrs N[redacted] from the marketing dept at [redacted] can verify that for you.

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

cancelled his account in December of 2014 and it took
three months for the services to be terminated. He indicates that now Spark is
sending him letters regarding an early termination fee but he refuses to pay
the fee since he did not authorize services.
Investigated
Results:
·        
On 08/06/2014, [redacted] ([redacted]) authorized
the switch to Spark with [redacted]; an agent associated with the third
party vendor [redacted]. [redacted] enrolled in [redacted] 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 [redacted] is attached for your review.
·        
On 08/11/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 09/24/2014, Spark services became active.
·        
On 12/21/2014, Spark issued a Disconnect Notice.
(Notice Attached)
·        
On 01/22/2014, a request to cancel the account
was received.
·        
On 01/23/2014, the utility confirmed the
termination date of 02/24/2015.
·        
On 03/09/2014, Spark applied the early
termination fee of $100.00 on [redacted]’s account.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that the [redacted] completed on 08/06/2014 by [redacted] validates
the enrollment. Furthermore, Spark issued a Welcome Letter on 08/11/2014 to
confirm the services. Per the terms agreed upon, Spark applied the early
termination fee of $100.00 due to the cancellation of [redacted]’s contract.
Spark would like to confirm that a cancellation request was made in January
2014 and not December as [redacted] suggests in his complaint. Should he provide
proof of his request made in December Spark will consider any applicable
adjustments.  As determined by the
utility company, [redacted]’s account was terminated on 02/24/2015 and he 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

[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.

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 did not authorize the switch to
Spark...

Energy. His roommate enrolled him in services without his knowledge. Mr.
[redacted] received a bill for $29.99 later that month. However, Mr. [redacted]’s
states that his roommate immediately cancelled the enrollment the day after.
Furthermore, he states that he is being threatened to be sent to collections
because he refuses to pay the Spark Energy balance. He was able to speak to a
Spark Energy representative and he was promised a $29.99 credit but was advised
to call back within 5 days to confirm that the credit would be applied to his
account. He later contacted Spark Energy to confirm the credit but was told
that the request was not processed through his account and that he still owed
money to Spark Energy.
Investigated
Results:
On 09/23/2014, [redacted], Mr. [redacted]’s roommate,
authorized the switch to Spark Energy with Everett W[redacted]; an agent who is
with the third party vendor, [redacted]). [redacted] enrolled in Spark
Energy’s Secure plan which offers a fixed monthly rate of $29.99 for 12
months with no monthly fee and no early termination fee. The TPV is
attached for your review.

On 10/16/2014, Spark Energy services became effective.

On 12/02/2014, [redacted] contacted Spark Energy
to inquire as to why his account is not cancelled. He stated that his
roommate contacted Spark Energy the day after he enrolled to cancel
services. The agent advised Mr. [redacted] that he would submit a request
to have the charges waived on the account. He also advised Mr. [redacted]
that his account was cancelled.

On 12/30/2014, Mr. [redacted] contacted Spark Energy to
confirm that the credit was being applied to his account. The
representative advised him that there was no record of such request on his
account. While the Spark representative was explaining the benefits of
service the call was dropped. 

On 01/09/2015, Spark energy contacted Mr. [redacted] and
advised that his charges would be waived and his account cancelled.
Outcome:
Spark Energy sincerely apologizes for any
inconvenience that this may have caused. When Mr. [redacted]’s roommate
contacted Spark Energy on 09/24/2014, the agent failed to process the
cancellation request for the customer. The second contact Mr. [redacted] made
with Spark Energy on 12/02/2014 was with an outsourced agent. At the time, the
outsourced agents did not have access to submit adjustment requests and would
have to forward such requests to a Spark Energy supervisor for processing.
Unfortunately, the call center supervisor had no record of the adjustment
request from this agent which prevented the adjustment from being completed.
Furthermore, the agent provided Mr. [redacted] with erroneous information in
regards to his account being cancelled.
Spark Energy is currently waiting for the
utility response to determine the termination date of Mr. [redacted]’s
account.  Once the account is completely cancelled, Spark Energy will submit
a request to waive all charges on the account.
Spark has since then changed the procedure
for outsourced agents for better efficiency in handling accounts.  The
agents involved above have been referred for Management review. 
Please let me know if you have any 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] concern to our attention
and for allowing us to address it.
[redacted] has filed a complaint because he did not
authorize the switch to Spark....


Investigated
Results:
·        
On 6/22/2015, someone claiming to be [redacted]
authorized the switch to Spark.
·        
On 6/30/2015, [redacted] called in to cancel his
account with Spark due to him not authorizing the switch.
o  
The utility confirmed that the enrollment was
terminated.
Outcome:
Spark apologizes for any inconvenience that this may have
caused. After reviewing the TPV, Spark has determined that [redacted] did not
authorize the switch to Spark. Spark 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 investigation. The appropriate action will be taken once
we’ve concluded our investigation. Spark would like to assure [redacted] that
this is not how we train our representatives nor do we condone this type of
behavior. 
Spark would like to assure [redacted] that the enrollment has been
cancelled and his services are not scheduled to switch to Spark.
Please let me know if you have any further questions or concerns.Best Regards, Hector P[redacted] | Consumer Affairs Specialist

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 not
notified of his contract...

coming to an end. When he contacted Spark he was told
they can renew his account but that the new fixed rate would take effect in 1-2
billing cycles. Mr. [redacted] decided to cancel his service. His wife also
contacted Spark and was told that if the account would have been renewed then a
credit could have been granted. Mr. [redacted] states that his invoices are
usually about $100.00 but the current invoice was $375 and he received another
invoice for $400.00 after cancelling his services with Spark. Mr. [redacted]
feels that he should have been notified of his contract status to avoid the
high invoices he received.
Investigated
Results:
·        
On 09/27/2013, Mr. [redacted] authorized the
switch to Spark with Sara Gacic; an agent associated with the third party
vendor, [redacted]. Mr. [redacted] enrolled in Spark’s fixed plan which offers a
rate of .499 per therm for 12 months with a $4.95 monthly fee and $50.00 early
termination fee.
·        
On 10/04/2013, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 11/05/2013, Spark services became active.
Beginning in the month of July 2014, due to a billing
oversight Spark missed consecutive billing window periods. In each case Mr.
[redacted]’s utility bills would not reflect his Spark supplier charges.  These missed billing windows are as follows:
o  
Billing Period - 06/06/2014 - 07/08/2014.
o  
Billing Period - 07/08/2014 - 08/08/2014.
o  
Billing Period -08/08/2014 - 09/08/2014.
o  
Billing Period - 09/08/2014 - 10/07/2014.
 
·        
On 11/06/2014, per the terms agreed upon, Mr.
[redacted]’s account rolled over to a variable rate.
·        
On 11/11/2014, Spark generated charges for
billing period 10/07-11/06/2014. This invoice included charges for missed
billing periods as well, but not all.  (Invoice Attached)
·        
On 12/11/2014, Spark generated charges for
billing period 11/06-12/08/2014. This invoice did not include charges for
missed billing periods.  (Invoice
Attached)
·        
On 12/15/2014, Mr. [redacted] called in to
cancel his service and was provided with confirmation number [redacted].
o  
[redacted] called in as well to request a
re-rate due to not being notified on the contract status. Spark advised that
since a cancellation request was submitted a re-rate would not be possible.
·        
On 12/16/2014, the utility confirmed the
termination date of 01/07/2015.
·        
On 12/22/2014, Mr. [redacted] sent Spark an
email regarding his account. Spark responded and confirmed that no adjustments
will be made on the account.
·        
On 01/13/2015, Spark generated charges for the
billing period 12/08/2014-01/08/2015. This invoice also included charges for
missed billing periods.  (Invoice
Attached)
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that Mr. [redacted]’s rate was charged correctly per the
terms agreed upon. In the terms of service sent to Mr. [redacted] on
10/04/2013, the following statement provides expectations should Mr. [redacted]
fail to execute a renewal:
“In the event that Spark Energy does not notify you of any
changes to the contract terms or price prior to the expiration date of the
Term, the price for natural gas service automatically continues at a Variable
market rate.”
Unfortunately, the aforementioned consecutive missed billing
windows contributed to the elevated invoices Mr. [redacted] has received.
However, Spark confirms that all charges are correct on Mr. [redacted]’s
account. The account was terminated on 01/07/2015.  After further consideration, Spark has agreed
to re-rate Mr. [redacted] for the service periods after contract
expiration.  Once the re-rate is
completed, a check will be sent to the customer’s mailing address on file.
Please let me know if you have any further questions or
concerns.
Best Regards,
Hector Pena | Consumer Affairs Specialist

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 his father was
misled by a Spark representative at the...

time of enrollment. He states that the
agent said he was with the Gas Company and advised his father that he would get
lower rates. Since switching to Spark, he is paying $30.00 more than what he
would pay with his original gas company. [redacted] states that his father
requires hearing aids but does not wear them and only went along with the
enrollment because he thought he would get a lower rate. When [redacted]
contacted Spark, he explained that the account is under his sister’s name and
his dad should not have been able to enroll in services since it’s not under
his name. Spark explained that when verifying an enrollment, the customer is
asked if they are over the age of 18 and authorized to make changes to the
account. Furthermore, Spark advised that a refund was not going to be processed
on the account. [redacted] feels that Spark has been targeting vulnerable,
elderly senior citizens and he demands that Spark reimburse his father for all
Spark charges.
Investigated
Results:
·        
On 06/21/2014, [redacted] (Father)
authorized the switch to Spark Energy with [redacted]; an agent associated
with the third party vendor [redacted]. [redacted] enrolled in Spark
Energy’s Carbon Neutral plan which offers a rate of .75 per therm for 12 months
with a $100.00 early termination fee and a $4.95 monthly fee. The TPV is
attached for your review.
·        
On 01/13/2015, [redacted] called in to
inquire about the service with Spark Energy and listen to the TPV due to
misleading information provided at the time of enrollment.  Spark submitted a request to have the TPV
obtained for review.
·        
On 01/19/2015, [redacted] called in to
inquire about the TPV request. Spark advised that they are still trying to
locate the recording and once it is obtained spark will call her back.
o  
The agent submitted a cancellation request on
this day as well as a request to waive the $100.00 early termination fee.
·        
On 01/26/2015, Spark received a response from
the utility company that confirmed the termination date of 03/05/2015.
·        
On 01/30/2015, [redacted] contacted Spark
Energy to discuss the TPV. Spark confirmed that [redacted] authorized
the switch and that it is a valid enrollment. 
[redacted] advised that his father was not in the right state of mind
to complete the enrollment.  Spark
confirmed that an adjustment is not going be processed.
Outcome:
Spark Energy apologizes for any inconvenience that this may
have caused but believes that the TPV completed on 06/21/2014 validates the
enrollment for the [redacted] residence. The father stated that he was
authorized to make changes to the account and also clarified that the account
name was under his and [redacted]’s name. However, in efforts to resolve
the customer’s concern, Spark will process a cost analysis that will compare
the utility rate versus the Spark rate for billing periods
08/01/2014-03/05/2015. Once Spark receives the final reading, the cost analysis
will be completed and if an adjustment is due, Spark will apply the credit Mr.
[redacted]’s account. [redacted] will be responsible for the remaining
balance, if any.
Please let me know if you have any further questions.  Best Regards, [redacted]  | Consumer Affairs Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]Spark Energy did not contact [redacted] (my local utility company) to remove the charges on my bill. Spark Energy is still insisting I have to pay the their charges. I want Spark Energy to contact my local utility company to remove the charges.  
Regards,

To Whom This
May Concern:
This is Spark
Energy’s response to Revdex.com Complaint No[redacted].
Thank you for
bringing [redacted] concern to our attention and for allowing us to
address it.
[redacted]
has filed a complaint because a representative approached his residence and
stated...

that they were working on behalf of the [redacted] to lower gas prices.
[redacted] states that he was not informed that he was signing up for a
separate company. He also states that he was lied to and made to believe that
he was getting the same [redacted] service at a lower price and now he is
being sent to Collections for a service he did not authorize.
Investigated
Results:
On **/16/2014, [redacted] authorized the switch to
Spark Energy with [redacted]; an agent who is with the third party
[redacted] enrolled in Spark Energy’s [redacted] plan which offers a monthly rate
of $34.99 for 12 months with no monthly fee and no early termination fee.
The TPV is attached for your review.

On [redacted]28/2014, Spark Energy became active for [redacted] address [redacted]

On **/**/2014, [redacted] called in to cancel the
Spark Energy gas services due to high bills. Spark Energy submitted the
cancellation request to the utility on this day.

On **/**/2014, [redacted] called a 2nd time
to state that she would not be making
any payments to Spark Energy because she was told by the utility company
that Spark Energy was fraudulent. [redacted] was then escalated to a call
center s[redacted] in regards to her concern. She requested to have all
charges removed due to her being lied to. The [redacted] obtained the TPV
for [redacted] and confirmed that she agreed to Spark Energy gas supply
services and that she was also informed in the TPV that she could expect
two (2) bills for gas services. The s[redacted] advised [redacted] that
due to the authenticity of the TPV, the charges would remain on her Spark
Energy account. [redacted] was offered a payment arrangement at this time
which she declined.

On **/[redacted]2014, Spark Energy received a response from
the utility company which confirmed the termination date of **/26/2014.

On **/17/2014, [redacted] called in to make a
payment of $104.97 which currently left a $0 balance on the account.
Outcome:
Spark Energy
apologizes for any misunderstanding that may have occurred but believes that
the TPV confirms that all essential information was provided to [redacted] at
the time of enrollment. As determined by the utility company, the account will
be terminated on [redacted]26/2014 with no early termination fees. [redacted] will be
responsible for all charges accrued through [redacted]26/2014.
Please let me
know if  you have any further questions.Best Regards, [redacted] | [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.Spark understands Mr. [redacted]’s concerns which is why we have stated that we will re-rate the billing from 3/16/2017-8/16/2017 (scheduled termination date) based on the requested cancellation date of 2/1/2017. As previously mentioned, the cancellation request does not cancel the service immediately as the termination date is solely determined by the utility and not by Spark which usually occurs within 1-2 billing cycles. For this reason, Mr. [redacted]’s account does not warrant any additional credits or adjustments. Additionally, please be advised that Mr. [redacted] is not being charged outside of the 1-2 billing cycles as the cancellation request was resubmitted by Spark on 7/9/2017 and we were provided a scheduled termination date of 8/16/2017 from the utility due to this cancellation request. In regards to Mr. [redacted]’s request to see what type of technology Spark has to determine who ended the call, please note that Spark is not required to provide access to its private technology. We can however, assure the customer that all calls are monitored for quality assurance with access to view anything that transpires on the call. We have thoroughly reviewed the interaction and the Spark agent did not hang up on Mr. [redacted].  Lastly, Spark feels that all issues have been addressed with an amicable resolution and we ask that this case be administratively closed.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 77079Tel: 832-333-7019 | Fax: 832-320-2979a[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 Frances [redacted]’s concern to our
attention and for allowing us to address it.
Ms. [redacted] filed a complaint because she did not authorize
Spark services. Spark...

started billing her through her [redacted] bill but she wants
proof of authorization.
Investigated
Results:
Spark apologizes for any inconvenience that this may have
caused. However, Spark acquired Ms. [redacted]’s account from Entrust in March
2015. To ensure our customers were aware of the change, Spark mailed out a
letter (Sample Letter Attached) notifying these customers of their switch to
Spark. Please note that the notice states that Entrust has assigned the natural
gas account to Spark which will become effective with the first meter read date
after 04/09/2015. Furthermore, [redacted] also mailed out a letter to the affected
customer’s advising the same information. (Letter Attached)
Ms. [redacted]’s account became active on 04/17/2015 as
determined by the utility company.  Spark
would like to confirm that it has agreed to honor the current agreement Ms.
[redacted] had with Entrust until the contract expires. Per the agreement with
Entrust, Mr. [redacted]’s contract will end on 03/16/2016. Should Mr. [redacted]
choose to cancel his contract he can contact Spark to do so; however, there is
an early termination fee of $50.00 per the contract terms.
Please let me know if you have any further questions or
concerns.Best Regards, Hector [redacted] | Consumer Affairs Specialist

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

not afford an increase in the bill. Ms. [redacted] states that she was told there would be a $4.50 processing monthly fee and that the amount could be added to the budget billing. The customer goes on to state that since her bill has doubled she is at risk of the gas service being terminated. Ms. [redacted] states she wants to cancel without being assessed the fee as she is on a fixed income. Spark would like to apologize for any inconvenience that the customer may have experienced. Please note that [redacted] authorized the enrollment on 8/26/2016, without any objections. The verifier specifies that the $4.95 MSF is a Spark charge. Unfortunately, since the charge did not originate from [redacted]’s billing then it cannot be assessed as a [redacted] Budget billing charge.   As it stands, the Spark service is pending cancellation per the customer’s request. Please be advised that the termination date is solely determined by the utility and not by Spark.  In an effort to resolve the customer’s concerns and as an act of good faith, Spark has adjusted the $100 ETF. However, Ms. [redacted] is still responsible for the billing as it is for the household’s consumption. In regards to the possible service interruption; we recommend that Ms. [redacted] contact the utility for further assistance as Spark does not disconnect the service.   Please let me know if you have any further questions or concerns. April L[redacted]Best regards,

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

pretenses but states when she cancelled she was charged a $100 cancellation fee.  M[redacted] states now her gas is being shut off and she is being told she owes $161. Investigative Results: ·         On 8/1/2015, [redacted] authorized the enrollment to Spark for the Price Protect 12 plan. This plan offers a 12 month fixed rate at 0.699 cents/therm with a $4.95 Monthly Service fee (“MSF”) and a $100 Early Termination Fee (“ETF”). (TPV Attached) ·         On 8/4/2015, Spark generated and sent the Welcome letter. (Letter Attached) ·         On 9/15/2015, the Spark service became effective. ·         On 1/7/2016, Spark generated and sent a Termination Notice to the customer due to non-payment. ·         On 1/8/2016, Spark submitted a cancellation request due to non-payment. ·         On 1/14/2016, Spark applied the $100 ETF to the billing ledger. ·         On 2/11/2016, Spark attempted to reach the customer via phone but was unsuccessful due to no answer. ·         On 2/12/2016, the Spark service terminated. ·         On 3/16/2016, Spark generated and sent the customer a payment reminder of the past due balance and instructed them to pay PGE directly. ·         On 3/17/2016, [redacted] emailed Spark claiming to be enrolled under false pretense** Spark advised the customer that her concerns would be escalated and that she would be contacted in the next business day. ·         On 3/18/2016, Spark responded to the email correspondence and advised the customer that she authorized the TPV and agreed to the ETF. She was also made aware that the service terminated 2/12/2016 along with the final billing. ·         On 9/1/2016, Spark received Revdex.com complaint [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 8/1/2015. To reconfirm, M[redacted] states that she was enrolled under false pretenses, however; Spark also sent a Welcome letter on 8/4/2015 to confirm the terms of the enrollment not to exclude the agreed upon ETF. Please be advised that the $100 ETF was assessed due to M[redacted] failure to complete the contract’s obligation** Please see below: 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 balance** Spark Energy may use the services of debt collection agencies, consumer reporting agencies, and other remedies as allowed by law to collect any unpaid balances on your account. Unfortunately, [redacted]’s account does not warrant any credits or adjustment** M[redacted] is responsible for the past due balance of $299.08. Lastly, Spark does not shut off consumer’s gas under any circumstance. We strongly urge M[redacted] to contact the utility regarding the status of her gas service. Please let me know if you have any further questions or concern** Best regards, April [redacted]

To Whom This May Concern: This is Spark Energy’s (“Spark”) follow-up response to Revdex.com Complaint [redacted]. We understand Mr. [redacted]’s concerns and apologize for the inconvenience. To reconfirm, Mr. [redacted] does not have any active accounts with Spark. The customer is not being billed and the service will not be switched. Additionally, the agent involved with this incident has been deactivated as Spark does not condone this type of behavior. Lastly, Mr. [redacted]’s address of [redacted] has been added to Spark’s internal “Do Not Knock” list. Please let me know if you have any further questions or concerns. Best regards,April [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 [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 to...

pitch gas supply services and requested to view
his bill. Mr. [redacted] did not sign anything and when January’s bill arrived, he
noticed that his supplier charges were significantly higher. He called Spark to
cancel his service and was provided with confirmation number [redacted]. He has
now received a bill of $451.15 including an early termination fee of $25.00.
Investigated
Results:
·        
On 06/05/2014, [redacted] authorized the switch to
Spark with Joshua Dreyman; an agent associated with the third party vendor
Cydcor. Mr. [redacted] enrolled in Spark’s Advantage Plus plan which offers a fixed
rate of .575 per therm with a $4.95 monthly fee and a $25.00 early termination
fee. The TPV is attached for your review.
·        
On 09/12/2014, Spark generated charges for
billing period 08/11-09/10/2014. ($25.54)
However, Spark missed the billing window.
·        
On 10/13/2014, Spark generated charges for
billing period 09/10-10/08/2014. ($27.91)
Spark added charges from billing period 08/11-09/10/2014 in the amount of $25.54. (Invoice Total: $53.45) Spark missed the billing window for this
invoice.
·        
On 11/12/2014, Spark generated charges for
billing period 10/08-11/06/2014. ($48.52)
In addition to the current charges, Spark added charges for billing periods
08/11-09/10/2014 and 09/10-10/08/2014. (Invoice
Total: 101.97) Spark missed the billing window for this invoice.
·        
On 12/12/2014, Spark generated charges for
billing period 11/06-12/10/2014. ($161.13)
·        
On 01/14/2015, Spark generated charges for
billing period 12/10/2014-01/09/2015. ($163.05)
 In addition to the current charges,
Spark added charges for billing periods 08/11-09/10/2014, 09/10-10/08/2014, and
10/08-11/06/2014. (Invoice Total:
$426.15)
·        
On 01/20/2015, Mr. [redacted] called in to cancel his
service with Spark and was provided with confirmation number [redacted].
·        
On 01/22/2015, the utility confirmed the
termination date of 02/09/2015.
·        
On 01/23/2015, Spark charged the early
termination fee of $25.00 to Mr. [redacted]’s account. Mr. [redacted]’s balance. (Invoice Total: $451.15)
·        
On 02/05/2015, Mr. [redacted] called in to confirm that
his account was set to be terminated.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that the TPV completed on 06/05/2014 by Mr. [redacted] validates
the enrollment.   Due to missed billing windows, Mr. [redacted]
received a final bill with accumulative charges for billing periods
08/11/2014-11/06/2014.
Spark’s services were terminated on 02/09/2015 as determined
by the utility and he will be responsible for the remaining Spark balance.
However, Spark will waive the early termination fee of $25.00 as a courtesy.
Please let me know if you have any further questions.Best Regards, Hector [redacted] | Consumer Affairs Specialist

Good afternoon,   We are in receipt of your email dated [redacted]. When logging into the portal we were notified that the complaint had been closed as unresolved. [redacted]  has provide the Third Party Verification (TPV) where [redacted] authorized the enrollment and agreed to the contractual terms. We have also confirmed that the enrollment was cancelled and the services were not scheduled to switch to [redacted].   On [redacted] was notified that the response provided on [redacted] would not resolve the customers complaint. However, there was no additional comments or concerns to address.   [redacted] will be more than happy to provide additional information; however in order to do so we need to know what concerns are outstanding.   Best regards,