Spark Energy, L.P.

To Whom This May Concern:
Thank you for bringing Mr. [redacted] complaint (Revdex.com Case [redacted]) to Spark Energy, LLC’s (“Spark”) attention and for allowing us to address it below.
Complaint:
On 8/15/2017, Mr. [redacted] filed a complaint with the Revdex.com (“Revdex.com”) alleging...

that he signed his mother’s and his account up online via the Choose Energy website for an additional 6 months. He goes on to state that he enrolled onto a rate of 7.12 cents/kWh for both accounts and received a confirmation number for both. Mr. [redacted] stated he received 2 letters from Spark locking him and his mom into a 6 month rate of 12.99 cents/kWh. He states he called Spark and was not able to resolve the situation. He is requesting that his account be billed at the rate of 7.12 cents/kWh.
Investigative Results:
·         On 12/25/2016, Mr. [redacted] electronically-enrolled his and his mother’s electric account with Spark via www.chooseenergy.com. As a result, both accounts were enrolled onto Spark’s Secure Advantage 6 plan, which offers a 6-month fixed-rate of $0.0679 cents/kWh with no Monthly Service Fee (“MSF”) and a $50.00 Early Termination Fee (“ETF”).
·         On 1/24/2017, Mr. and Ms. [redacted]’s service with Spark became active.
·         On 7/5/2017, Mr. [redacted] electronically-enrolled his and his mother’s electric account with Spark via www.chooseenergy.com. As a result, Spark received the two enrollments; however, due to Mr. and Ms. [redacted] both already having existing accounts, the enrollments failed and were not processed.
·         On 8/3/2017, Spark mailed Mr. [redacted] a renewal notice indicating that his accounts would automatically renew onto Spark’s UIC Preferred Fixed Evergreen 6 plan, which offers a 6-month fixed-rate of 12.99 cents/kWh with no MSF and no ETF.
·         On 8/14/2017, Mr. [redacted] contacted Spark to dispute the renewal letter. Spark confirmed with Mr. [redacted] that the accounts had been re-enrolled rather than renewed and offered the renewal rates available. Mr. [redacted] rejected the offers because they were not as low as the enrollment rate he processed online. Mr. [redacted] requested a Supervisor and was transferred to a Supervisor’s voicemail.
·         On 8/15/2017, Spark received Revdex.com Case [redacted].
o   On this same day, a Spark Supervisor contacted Mr. [redacted] and offered to renew his accounts at one of the fixed rates available and to re-rate the subsequent invoices that may be billed at the 12.99 cents/kWh. The Spark Supervisor also offered Mr. [redacted] the option to cancel the accounts and re-rate the subsequent invoices to the enrollment rate he choose online as a courtesy. Mr. [redacted] rejected both offers and no changes were made on the account.
·         On 8/17/2017, Spark received an incoming termination from the utility for both accounts with an effective date of 8/23/2017.
Resolution:
As an initial matter, Spark apologizes for any inconvenience that Mr. [redacted] may have experienced. However, after careful review of his account, Spark confirms that Mr. [redacted] processed a new enrollment after his account was already active with Spark. For that reason, the account did not change in rate and automatically sent a customer a renewal notification notifying him that his accounts will continue at a fixed 6 month rate. 
Spark confirms that Mr. and Ms. [redacted]’s accounts terminated with Spark on 8/23/2017. As a courtesy, Spark offered to re-rate both accounts to the enrollment rate that was selected online of 7.12 cents/kWh. We would like to confirm, that both accounts were in fact billed at their previous rate of 6.79 cents/kWh up until the account terminated. Therefore, no adjustments are warranted.
Please contact me with any further questions about Spark’s response to this complaint.
Best regards,
Luis [redacted]

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. Mr. [redacted] has filed a complaint because a switch hold was placed on his account in error. Mr. [redacted]...

has paid all of his bills in full and wants to switch providers but can’t due to the switch hold. Outcome: Spark apologizes for any inconvenience that this may have caused. We are currently reviewing your case. Furthermore, we would like to acknowledge that we received PUC complaint no. [redacted] which also pertains to the issue mentioned above. We are working diligently on providing a resolution for you and will provide an update as soon as possible. If you have any further questions at this time please feel free to contact me at 832-588-7882 or reply to this message.Best Regards, Hector [redacted] | Consumer Affairs Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

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
Ms[redacted] has filed a complaint because her credit report
reflects
that she has a past due balance with Spark for the amount of $
However, she made this payment on 7/1/and she is still a Spark customer
Ms[redacted] has had several billing issues with Spark and now her credit has
been tarnished due to the collection activity from Spark
Investigated
Results:
·
On 12/08/2014, Spark issued a Termination Notice
for the total amount of $474.08, which included a past due balance of $
·
On 12/09/2014, Spark received payment for
$leaving a balance of $
·
On 01/02/2015, Spark generated an invoice in the
amount of $193.38, which included the current charges of $and past due
charges of $
·
On 01/22/2015, Spark applied a late fee of $
onto the account, making the balance $
·
On 1/29/2015, Spark received a payment of
$leaving a balance of $
·
On 02/02/2015, Spark generated an invoice in the
amount of $340.01, which included the current charges of $and past due
charges of $
·
On 02/21/2015, Spark applied a late fee of
$onto the account, making the balance $
·
On 2/25/2015, Spark received a payment of
$leaving a balance of $
·
On 03/03/2015, Spark generated an invoice in the
amount of $180.87, which included the current charges of $and past due
charges of $
·
On 3/5/2015, Spark issued an email explaining
that there was a past due balance on the account and that she can contact Spark
to make payment arrangements
·
On 03/22/2015, Spark applied a late fee of $
onto the account, making the balance $
·
On 04/01/2015, Spark generated an invoice in the
amount of $316.87, which included the current charges of $and past due
charges of $
·
On 05/05/2015, Spark generated an invoice in the
amount of $446.45, which included the current charges of $and past due
charges of $
·
On 5/21/2015, Spark's AutoPay made an attempt to
charge Ms[redacted] bank information but the payment was declined
·
On05/28/2015, Spark applied a late fee of $
onto the account, making the balance $
·
On 06/03/2015, Spark generated an invoice in the
amount of $615.17, which included the current charges of $and past due
charges of $
·
On 6/19/2015, Spark's AutoPay made an attempt to
charge Ms[redacted] bank information but the payment was declined
·
On 06/25/2015, Spark applied a late fee of $
onto the account, making the balance $
·
On 7/1/2015, Spark's Collection department
contacted Ms[redacted] in regards to her past due balanceMs[redacted] confirmed that she would be making a payment on this day
·
On 07/02/2015, Spark generated an invoice in the
amount of $803.99, which included the current charges of $and past due
charges of $
o
That same day, Spark posted the payment of
$623.28, leaving a balance of $
·
On 7/7/2015, Spark placed Ms[redacted] account
with a third party collection agency
·
On 8/29/2015, Ms[redacted] called in to dispute
the charge of $on her credit report and stated that she made a payment
on 7/1/
·
On 8/31/2015, Spark's Collections department
spoke to Ms[redacted] and advised her that the charge will be deleted from her
credit on 9/2/
o
Spark generated an invoice for billing period
7/29-8/27/in the amount of $
Outcome:
Spark apologizes for any inconvenience that this may have
caused. Spark has requested to have the
amount of $removed from Ms[redacted] reportDespite Ms[redacted] having made a payment of 7/1/for the full balance of $623.28, Spark did
not post the payment until 07/02/Furthermore; Spark had not received a
payment on the account as of 2/25/Spark made an attempt to notify Ms
[redacted] of her past due balance via email on 3/25/and advised her to make
a payment and/or update the Autopay information on the accountAlthough the
customer had yet to remit payment from 2/25/– 7/1/2015, the customer's past
due balance was inadvertently sent to our 3rd party collection
agencyFurther review of the customer's
account reveals that she was not issued a Disconnection Notice for her past due
balances as her account had also been inadvertently removed from Spark's
dunning process
After further review, Spark has been able to identify the
issues that impacted the customer's account and has since rectified this matter
and Ms[redacted] should no longer experience the aforementioned problems. Again, Spark was able to confirm that the
collection account has been closed as of 9/8/At this time, Ms[redacted] balance is
$and her next payment is due on 9/16/
Please let me know if you have any further questions or
concerns
Best regards,
Hector [redacted] | Consumer Affairs
Specialist
[redacted] |
Houston, TX
[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 cancelled the Spark service in January and was told...

that she was due a refund in the amount of $223.49 but states she still has not received it. Spark would like to apologize for any inconvenience that the customer may have experienced. We’d like to confirm that the refund check for $223.49 was sent via US mail on 5/2/2017 to [redacted]. Please let me know if you have any further questions or concerns. Best regards,April [redacted]

Sent: Friday, May 08, 2015 3:34 PM To: drteam Subject: Revdex.com Complaint #[redacted] - Response   To Whom This May Concern:   This is Spark Energy’s follow up response to Mr. [redacted]’s additional concern.   Spark Energy has responded and has addressed Mr. [redacted]’s concerns. We believe we have adequately addressed all the issues. We sincerely apologize for any confusion or misunderstanding in regards to the meter readings, balance and enrollment dispute. As previously explained, Mr. [redacted] authorized the switch to Spark Energy on 02/23/2011. Spark Energy has provided the Third Party Verification (TPV), which validates the enrollment. Mr. [redacted] has requested written proof of authorization; Spark Energy has determined that per market rules, the TPV validates the enrollment.  To reiterate, a signature is not required for the authorization of services. Spark Energy is in compliance with ICC rules Section 412.120 which allows for an enrollment to be authorized by a TPV as long as the customer verbally acknowledges that he or she understands the details of the plan. Mr. [redacted]’s goes on to state that Spark Energy is falsifying records. This statement is concerning to us, as no records are being falsified. [redacted] is Mr. [redacted]’s utility and they are responsible for maintaining the meters, wires and poles. [redacted] obtains the meter readings and provides that information to Spark Energy. Spark Energy then generates the charges, based on the meter reads obtained by [redacted].  After further review of the account, Spark Energy was not able to locate any calls prior to 01/28/2015 from Mr. [redacted]. On 12/17/2014, Spark received a switch/transfer of service request from the utility company. The customer may have requested to cancel with his local utility [redacted] and not directly with Spark Energy. Should Mr. [redacted] have contacted Spark Energy to cancel, a request would have been submitted. Since the customer did not contact Spark Energy directly to cancel, there would have been no way for Spark Energy to know that the customer no longer wished to continue their services. Again, Spark Energy sincerely apologizes for any misunderstanding that may have occurred. We believe this complaint should be closed as administratively resolved. Best Regards, Martha L[redacted] | Consumer Affairs Supervisor [redacted] Tel: *
[redacted] * [redacted]
[redacted]
[redacted]

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

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 that the sales agent did not properly explain the...

services and billing. The customer also states they were unaware that Spark would charge them for gas or that they would be required to mail a $100 check prior to being able to cancel the service. 
Investigative Results:
·         On 10/8/2015, [redacted] (care taker and sister) authorized the enrollment to Spark. She agreed to a 12 month fixed rate at 69.9 cents/ therm with a $4.95 Monthly Service Fee (“MSF”) and a $100 Early Termination Fee (“ETF).
·         On 10/9/2015, Spark generated and sent the Welcome letter.
·         On 11/25/2015, the Spark service became effective.
·         On 1/6/2016, [redacted] contacted Spark regarding the service and the agent educated the customer on how she would be billed for delivery by the utility and consumption by Spark. The customer understood.
·         On 4/11/2016, [redacted] called to cancel; the agent explained the benefits of Spark and the customer decided to compare the service against her utility and call back.
·         On 4/12/2016, [redacted] called to cancel the Spark service. The agent submitted the cancellation request.
·         On 4/14/2016, Spark received an inbound transaction from the utility with an effective termination date of 5/26/2016.
·         On 4/27/2016, Spark received a $100 payment for the ETF and applied it to the customer’s billing ledger.
·         On 5/26/2016, the Spark service terminated.
·         On 7/28/2016, Spark received Revdex.com Complaint No. [redacted].
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced but believes that the TPV authorized by [redacted] on October 8, 2015 validates the enrollment. Spark thoroughly disclosed the plan details to [redacted] at the time of enrollment. The verifier made it clear that the customer was enrolling in Spark services. Unfortunately, since [redacted] did not fulfill the contract’s obligations by cancelling the service prior to the service end date; the ETF was assessed and deemed as properly charged.
Spark’s service terminated on May 26, 2016; Unfortunately, Spark does not have any control of the termination date, as it solely is determined by the utility.
Please let me know if you have any further questions or concerns.
Best regards,
April [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,I am not the account holder therefore it was not legally right for them to allow me to sign the paper work, regardless of me being over the age of **. Also, that statement is misleading, I would still receive a bill from [redacted] and those "reduced" charges are misleading. I would have been charged a much greater monthly fee and [redacted]'s rates are in fact lower. Also, the representative lied and told me a different name. That was not his name, for a fact. Also, your services are misleading and I was told that statement meant something else. Also, I was not told that was an official rule from [redacted]. The fact I was told to lie in order to sign up for your service has not been addressed. Your "representative" was completely unprofessional and told me sob stories about his life. He was relentless and told me if would be quick but talked to me for about 30 mins on top of the paperwork. I know I could have shut the door but I was trying not to be rude.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
I received a call from someone at Spark Energy on January 11,2015. He called to continue their fiasco of excuses which I did not want to hear. They love to spin the story around in many ways to avoid the truth which is what I hate they ignore the truth. I will not close this case it will remain open for as long as I have to keep it open even more so for the next bill that supposed come out in a couple of weeks which I'm going to get a rate for by their ridiculous charges and I will post it physical copy of the bill and show the ridiculous charges or lack there off because supposedly they don't have a breakdown and try to put it on [redacted] as to why they don't want to explain spark energy charges on the bill. I love how they say my thermos or a dollar nine the previous month but how my supposed to know that? They did not bother to call me and inform me that my rates are going to increase four times the amount they rather just rip me off in many unsuspecting customers as well. I'm worried about my next bill I have no idea what I'm paying at this moment and for the remainder of the entire month of January but I'm sure something ridiculous and as I mentioned I will post the picture of the physical copy of the bill to show the world these ridiculous charges. The only way I will close this case is if I'm offer some sort of refund for all the trouble and inconvenience but they seem firm on speaking the truth and keeping on with their lies. I expect this case to be open and never close to four as long as I live my wife and kids and family lives.

To Whom This May Concern:This is Spark Energy’s response to Revdex.com Complaint No. [redacted]Thank you for bringing [redacted] concern to our attention and for allowing us to address it. [redacted] has filed a complaint because she believes Spark Energy has unethical sales tactics and...

provides false information. She also states that she was not informed that Spark Energy’s market value would be three times higher than other competitors. When she called in to Spark Energy, she explains that she asked to speak to a supervisor and was told that she would not get transferred to one. [redacted] would like to have her bills adjusted to a fair market price until her Spark Energy services are cancelled. She requested to have her services cancelled immediately but was advised that the cancellation would be based on when her meter was read. Investigated Results:• On 10/19/2013, [redacted] husband, authorized the switch to Spark Energy with Jessica K[redacted]; an agent who is with the third party vendor, [redacted]. Mr. [redacted] enrolled in Spark Energy’s fixed plan which offers a rate of .525 per therm for 12 months with no monthly fee and no early termination fee. [redacted] also enrolled in Spark Energy’s Green Preferred plan which offers a fixed rate of .0649 per kWh for 12 months with no monthly fee and no early termination fee. The TPV is attached for your review. • On 10/22/2013, Spark Energy issued the Welcome Letter for the electric service. • On 10/24/2014, Spark Energy issued the Welcome Letter for the gas service. • On 11/12/2013, Spark Energy gas services became effective and the fixed price was scheduled to end on 11/12/2014. • On 11/14/2013, Spark Energy electric services became effective and the fixed price was scheduled to end on 11/14/2014. • On 09/15/2014, Spark Energy issued the Renewal Notice for the electric account in accordance with the customers Terms of Service. (Notice Attached)• On 11/12/2014, Mrs. [redacted] gas contract ended and the account rolled over into a variable rate based on the terms agreed upon. • On 11/14/2014, Mrs. [redacted] electric contract ended and the account rolled over into a variable rate based on the terms agreed upon.• On 01/02/2015, Mrs. [redacted] called in to cancel her services with Spark Energy. Spark Energy offered a renewal rate but Mrs. [redacted] declined the offer and proceeded with the cancellation. Spark Energy provided confirmation number [redacted] and advised that it could take 1-2 billing cycles to cancel her services based on when they read her meter. Mrs. [redacted] requested a supervisor. However, the agent re-iterated that that her contract expired which caused the increase in rate.  • On 01/02/2015, Spark Energy received a response from the electric utility company which confirmed the termination date of 01/22/2015. Spark Energy also received response from the gas utility which confirmed the termination date of 01/15/2015.Outcome: Spark Energy sincerely apologizes for any inconvenience that this may have caused. The customer should have been transferred to a supervisor as requested. This matter has been escalated to the Director of Customer Service for further review and handling.  However, Spark Energy sent Mrs. [redacted] the renewal notice on 09/15/2014 for the electric service as required. This notice states that her contract would end on 11/14/2014 and gave Mrs. [redacted] ample time to complete her renewal. In regards to the gas account, a renewal notification was not issued, however, the verbiage in the terms of service sent to Mrs. [redacted] on 10/24/2014 states the following:“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.”This statement provides Mrs. [redacted] with essential information as to what she could expect should her contract come to an end without executing a renewal. A cost analysis will not be processed for the gas account or the electric account. Mrs. [redacted] electric account will be terminated on 01/22/2015 and her gas account on 01/15/2015 as determined by the utilities. Please let me know if you have any further questions or concerns. Best Regards, Hector P[redacted] | Consumer Affairs Specialist[redacted]

To Whom It May
Concern:
This is Spark
Energy's ("Spark") follresponse to Revdex.com Case # [redacted]
Spark
would like to thank Mr[redacted] for taking the time to express his concernsWe
understand that this issue is important to Mr[redacted] so that makes it
extremely important to usSpark does not condone the misleading of any customer
for financial gain
Again,
we are sorry to hear that Mr[redacted] has received unwanted solicitations from
SparkSpark 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
Thanks,
Martha L[redacted] | Consumer Affairs
Supervisor
CityWest Blvd, Ste | Houston, TX
Tel: 832-333-
ml[redacted]@sparkenergy.com | http://www.sparkenergy.com

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Rejection
No. [redacted]
Ms. [redacted] has found that Spark’s initial response does not
resolve her concern. She feels that she has been inconvenienced. She states
that she never denied or declined a payment arrangement.
Outcome:
 After further review,
Spark’s records indicate that Spark was able to resolve Ms. [redacted]’ concern and
come to an amicable agreement on 05/29/2015. In efforts to resolve Ms. [redacted]’
concern, Spark applied a re-rate credit of $264.91 to her account and was able
to set up a payment plan for the remaining balance.
Again, Spark apologizes for any inconvenience that this may
have caused but believes that the issue has been resolved to the customer’s
satisfaction.
Please let me know if you have any questions or concerns. 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 fully.  In our conversations over the past couple of days, Mr. [redacted] from Spark Energy advised me that the incorrect rate had been changed to the proper rate on my account. This is true - I verified it was done. He told me the account had been credited eighty some odd dollars for the over payment and that has not occurred. That is, my Eversource Account shows no credit for the overpayment though I understood mr. [redacted] to say it was credited on 8/10/15. Since my email was hacked I cannot get into my Spark account signing in with the old userid and password. When I try to establish a new one it doesn't recognize my account number [redacted]. Thus I am unable to get into my Spark Energy account and verify that the name on the account is the proper one.Finally the Spark Energy statement to Revdex.com stated that the account was transferred from [redacted] in the name of Ian MacDonald.  This is not true. I carried the service in my name through Connecticut Light and [redacted] now called Eversource and my son, Ian has never shared an account with me nor transferred service to Spark so I am still concerned how those two separate names and unrelated accounts got tangled and still don't know if my account under my name is accessible with the account number above.  
Regards,Kate [redacted]

[redacted] is not my [redacted], I was not aware until I got the bill in December, I called and explained and ask to disconnect. I paid for service. This account was not authorized my me. When I finally was made aware I contacted company. By your own recording you DO NOT HAVE MYSELF entering into any agreement. I am sure a court of law would not see this as a verbal agreement. Now that I have recording, I should ask for ALL my money back. I just want disconnect fee waived. How could they possibly make an agreement wit a third party NOT listed on Account, or verify changes with myself. Shame on them

To Whom This May Concern: Spark appreciates the customer for bringing her concerns to our attention. To re-confirm, Ms. [redacted] states that the rate was changed without notifying her; however, Spark previously provided a copy of the Contract Expiration notice sent on 9/14/2016 prior to the contract expiring on 11/8/2016. Please be advised that the notice clearly informs the customer that the rate will expire 8/6/2016 and if no action is taken to renew then the fixed rate will default to a variable month-to month rate that is determined by market conditions. To confirm, the variable rate is not displayed on the contract expiration notice or the initial welcome letter as it is subject to change. In an effort to clear up any confusion with the outbound call that was made on 10/7/16, I have attached it here so that it may be reviewed. As it stands, the Spark service has terminated as of 1/10/17 and Spark deems that Ms. [redacted]’s account was properly noticed and billed so unfortunately, no adjustments are warranted. Please let me know if you have any further questions or concerns. Best regards,Luis C[redacted]

To Whom This May Concern:
This is Spark Energy’s response to Revdex.com Complaint No.
[redacted]
Thank you for bringing [redacted] concern to our
attention and for allowing us to address it.
[redacted] has filed a complaint because her services were not
activated in a timely manner. This...

resulted in her electricity being shut off.
When she contacted Spark to inquire about her service she was told that they
were not able to locate her deposit payment. However, she had proof that the
deposit was drafted out of her bank account. She is upset that this happened
and believes that this is not the way to do business.
Investigated
Results:
·        
On 04/15/2015, [redacted] self-enrolled in
Spark services with an activation date of 04/21/2015.
o  
A $400.00 deposit was required at the time of
enrollment which [redacted] paid in full.
·        
On 04/22/2015, [redacted] called in to state that
her services are shut off. Spark advised that a Priority Move-In would be
submitted to have services restored.
o  
Services were turned on the same day.
·        
On 04/23/2015, Spark submitted a request to the
AR department to locate [redacted]’s deposit payment.
o  
A supervisor reached out to [redacted] to discuss
her issue. As a courtesy, Spark offered a $50.00 gift card for her troubles.
·        
On 04/24/2015, [redacted]’s deposit payment of
$400.00 was located and placed on the account.
Outcome:
Spark apologizes for any inconvenience that this may have
caused. Spark is currently reviewing [redacted]’s account to determine why the
deposit payment was not immediately applied to her account. Spark has confirmed
that her services were activated on 04/22/2015. Furthermore, as a courtesy,
Spark issued a $50.00 gift card that will be sent to [redacted]’s mailing address
within 2-6 weeks.
Again, Spark sincerely apologizes for the inconvenience.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.
[redacted] has filed a complaint because she feels that Spark
took advantage of her elderly...

parents by stating that they would save money by
enrolling in their program. She had a difficult time trying to reach a Spark
agent through [redacted]
and phone number [redacted] to discuss her issue. She was able to finally
speak to an agent and was told the account was not valid or in the system.
However, her parents continue to receive phone calls from Spark’s Collection
department
Investigated Results:
·        
On 07/17/2014, [redacted] authorized the
switch to Spark with [redacted]; an agent associated with the third party
vendor, [redacted]. Ms. [redacted] enrolled in Spark’s Carbon Neutral plan
which offers a fixed rate of .75 per therm with a $4.95 monthly fee and an
early termination fee of $100.00. The TPV is attached for your review.
·        
On 07/22/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 08/25/2014, Spark services became active.
·        
On 02/05/2015, Spark issued a Termination Notice
with an expiration date of 02/20/2015 for the past due balance of $31.95.
·        
On 02/24/2015, Spark’s Collections department
reached out to the [redacted]’s residence and was unable to leave a voicemail. As
a result, Spark submitted a cancellation request on the account.
·        
On 03/05/2015, the utility company confirmed the
termination date of 03/27/2015.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that the TPV completed on 07/17/2015 by [redacted]
validates the enrollment. The verifier in the TPV states the following:
“You will be on the dual billing
program and will receive one bill from SoCal for gas transportation services
and another bill from Spark Energy for the gas commodity charges.”
The statement above advised Ms. [redacted] of the separate
billing and set expectations by enrolling in
Spark services. Spark was not able to locate any incoming calls from phone
numbers [redacted]. Should Ms. [redacted] provide the phone number
she called from, Spark can further investigate as to why the agent was not able
to locate her account as well as consider any possible adjustments. Ms. [redacted]
states that the website of [redacted]
was not working. We’d like to confirm that Spark’s website is [redacted], the website the
customer provided is actually Spark’s email address.
However, in efforts to resolve Ms. [redacted]’s concern, Spark
will waive the early termination fee of $100.00 but will be responsible for the
usage fees on the account. Best Regards, Hector P[redacted] | Consumer Affairs Specialist

To Whom This May Concern: This is Spark Energy’s response to [redacted] rejection in regards to Revdex.com Case No.  [redacted] Complaint Details: [redacted] is not satisfied with Spark Energy’s response to case no. [redacted]. He states that his [redacted] was misled to believe that the employee was from the [redacted] and not Spark energy. Furthermore, he states that she was never informed that it was a completely different service. When his [redacted] called to pay the amount on **/17/2014, she was told that the cancellation process would take some time and she would incur charges for an additional two (2) months after that cancellation request. [redacted] wants a complete refund for the service they never wanted. Outcome: Spark Energy’s initial response to Revdex.com Case No. [redacted] included the TPV in which [redacted] authorized the switch to Spark Energy. Please note that in the TPV, the agent verified the enrollment in Spanish and specifically states the following: “You will be on the dual billing program and will receive one bill from [redacted]l for gas transportation services and another bill from Spark Energy for the gas commodity charges.” Also, the agent clearly states in the TPV that the enrollment is to initiate services with Spark Energy. Spark Energy believes that all essential information was provided to [redacted] in the TPV at the time of enrollment. However, Spark Energy will conduct an investigation involving the agent that assisted [redacted] during the sign up process to ensure that the representative is conducting th[redacted]elves in a professional and truthful manner. In regards to the cancellation timeframe, Spark Energy does not take part in electing the termination date. Spark Energy submits the cancellation request to the utility company and processes the termination as determined by the utility company. This process can take 1-2 billing cycles. In efforts to resolve the customer’s concern, Spark Energy will waive one (1) month of service for the total of $34.99. After the adjustment, the remaining balance due on the account will be $34.99. Please let me know if you have any further questions or concerns. Best Regards,   [redacted] | [redacted] [redacted] | [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, we do not agree with there settlement. The full amount o $193.00 and the case will be settled.