Spark Energy, L.P.

To Whom This May Concern:
Spark understands the customer’s concerns, however; Ms. Kyzy has not provided a reason as to why she is dissatisfied so that we may further assist.
Please let me know if you have any further questions or concerns.
Best regards,
 
April Lusk

To Whom This May Concern:
Thank you for bringing [redacted]’s additional concern to our attention and for allowing us to address it.
Spark would like to apologize for any inconvenience that the customer may have experienced. We’d like to confirm that the email address on file for Ms. [redacted] is [redacted] which is the email address that she provided to us during her self-enrollment to Spark on 8/7/2006 via the Spark website. Additionally, Spark’s records do not reflect any return mail in regards to Ms. [redacted]’s address on file since inception. For these reasons, 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]

Good afternoon,Spark would like to apologize for the delay in response. Attached is a spreadsheet reflective of payments, credits and charges. Lastly, because the customer’s account is still active with Spark supplier charges will continue to be assessed based on the household’s monthly consumption. Kind regards,April [redacted]

Sent: Wednesday, April 08, 2015 9:43 AM To: drteam Subject: Revdex.com Case ID: [redacted]   To Whom This May Concern:   Thank you for brining Ms. [redacted]’s additional concerns to our attention and for allowing us to address them.   Ms. [redacted] is requesting to have the services cancelled and to have the collection calls stopped.   Our records show that Mr. [redacted]’s services terminated with Spark Energy on 03/27/2015. 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. At this time, Mr. [redacted] is responsible for the outstanding balance of $124.80. Payment may be paid in full by contacting Spark’s Collection Department at [redacted]. Should Mr. [redacted] need payment arrangements, then he will need to contact Kingston directly at [redacted]   Please let me know if you have any further questions or concerns.   Best regards, Martha L[redacted] | Consumer Affairs Supervisor [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] filed a complaint because he felt that he
was misled by the Spark...

representatives that approached his house. Due to
various complaints against Spark, Mr. [redacted] decided to contact Spark and cancel
his enrollment. He was told that since his enrollment was not processed they
couldn’t submit the cancellation request. Spark then advised him in the month
of February that his account was terminated. However, he received a bill with
Spark charges for billing period 01/22-02/20/2015. He contacted Spark’s
customer services and they explained that he was paying for supply charges and
that his service was going to be terminated on 03/23/2015. He believes that
being charged by both Spark and [redacted] was not part of his agreement.
Investigated
Results:
·        
On 12/17/2014, Mrs. [redacted] authorized the switch
to Spark with [redacted]; an agent associated with the third party vendor,
Empower Sales. Mrs. [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 12/22/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 01/21/2015, Spark services became active.
·        
On 02/03/2015, Mrs. [redacted] called in to inquire
about her bill. Spark advised her that the invoice is strictly from [redacted] and not
Spark.
·        
On 02/05/2015, Spark sent Mrs. [redacted] an email
confirming the account start date of 01/21/2015. Furthermore, Spark advised her
that she has the option to cancel her account without a p[redacted]lty since she is
within her rescission period.
·        
On 02/12/2015, Mrs. [redacted] sent an email to Spark
requesting to terminate her services since her account did not become active in
a timely manner.
o  
Spark waived the $100 early termination fee due
to Mrs. [redacted] cancelling the account within her rescission period and submitted
the termination request.
·        
On 02/14/2015, the utility confirmed the
termination date of 03/23/2015.
·        
On 02/22/2015, Spark generated Mrs. [redacted]’s
first invoice for billing period 01/21-02/20/2015.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that the effective date and termination date are accurate
as determined by the utility company. Spark does not have control of when the
services become active or are terminated. Although Mrs. [redacted] enrolled on
12/17/2014, [redacted] provided the start date of 01/21/2015. This resulted in Mrs.
[redacted]’s first invoice being generated on 02/22/2015.
In regards to charges split by Spark and [redacted], the verifier
in the TPV completed on 12/17/2014 states the following:
“On your [redacted] bill, Spark Energy will be noted as your
natural gas supplier along with a monthly fee of $4.95. “
As well as:
“By choosing Spark Energy 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.”
The statements above set expectations for Mrs. [redacted] by
enrolling in Spark services.
The account will be terminated on 03/23/2015 as determined
by the utility company. Spark has agreed to waive the early termination fee of
$100.00; however, Mrs. [redacted] will be responsible for all usage charges on the
account.
Please let me know if you have any further questions or
concerns.Best Regards,  Hector P[redacted] | Consumer Affairs Specialst

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 told by the
sales agent at the time of...

enrollment that he would not be charged an early
termination fee should he decide to cancel his contract. He decided to cancel
his contract and he received a bill for $100.00. He contacted Spark and advised
them that he shouldn’t have been charged but was told that he was responsible
for the fee since he was aware of it. He feels that he was taken advantage and
was lied to.
Investigated
Results:
·        
On 09/10/2014, [redacted]’s authorized the
switch to Spark with [redacted]; an associated with the third party vendor [redacted]. [redacted] enrolled in Spark’s Green Price Protect plan which offers a
rate of .1099 per kWh for 12 months with a $4.95 monthly fee and a $100.00 early
termination fee. The TPV is attached for your review.
·        
On 09/17/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 09/22/2014, Spark services became active.
·        
On 04/28/2015, [redacted] called in to cancel
his account.
·        
On 05/05/2015, Spark applied the early
termination fee of $100.00 to [redacted]’s account.
·        
On 05/12/2015, [redacted] called in to inquire
about the fee that was applied to his account and was told that it was part of
the agreement.
·        
On 05/19/2015, [redacted] called in to dispute
the fee because he was told that he would not be responsible for it. As a
courtesy, Spark offered to waive the fee off of his account.
o  
Spark received Revdex.com Complaint No. [redacted]
·        
On 05/28/2015, Spark removed the fee of $100.00.
Outcome:
Spark sincerely apologizes for any inconvenience that this
may have caused. Although the TPV completed on 09/10/2015 specifies that [redacted] will be responsible for an early termination fee of $100.00 Spark
offered to waive the fee as a courtesy. Spark has forwarded this incident to
our Marketing department to obtain a statement from the agent involved in this
case. We would like to confirm that
this is not how we train our representatives nor do we condone this type of
behavior.
Spark would like to
confirm that [redacted] will be responsible for all usage charges. The final
balance at this time is $91.01.
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]’ concern to our attention
and for allowing us to address it.
[redacted] has filed a complaint because his account was not
terminated in a timely manner. He...

called Spark to cancel his enrollment and was
given a confirmation number. A month later he received his [redacted] invoice stating
that Spark will begin to charge him for supply. Upon receiving the invoice, he
contacted Spark to inquire about his account status. He believes that Spark
does not have any intention to cancel his service.
Investigated
Results:
·        
On 01/10/2015, Mr. [redacted] authorized the switch
to Spark with James S[redacted]; an agent associated with the third party vendor,
[redacted]. Mr. [redacted] enrolled in Spark’s Green Price Protect plan which offers a
fixed rate of .1099 per kWh for 12 months with a $4.95 monthly fee and a
$100.00 early termination fee. The TPV is attached for your review.
·        
On 01/12/2015, Mr. [redacted] called in to terminate
his services.
·        
On 01/29/2015, Spark services became active.
·        
On 02/07/2015, Mr. [redacted] called in to check the
status of his account. The agent advised that a cancellation request will be
re-submitted and that the $100.00 early termination fee will be waived. The
agent also advised that it could take 1-2 billing cycles for the cancellation
process to complete.
·        
On 02/09/2015, the utility company confirmed the
termination date of 02/27/2015.
Outcome:
Spark apologizes for any inconvenience that this may have
caused. Unfortunately, the agent failed to submit the cancellation request
through Spark’s rescind queue causing Mr. [redacted]’ account to become active. As
agreed upon, Spark will waive the early termination; furthermore, Spark will
re-rate Mr. [redacted] back to the utility rate for the period he was active under
Spark services. (01/29-02/27/2015) If a refund is due to Mr. [redacted], Spark will
send it in the form of a check to his mailing address.
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 Rebuttal Complaint No. [redacted]. Thank you for bringing [redacted]’s additional concern to our attention and for allowing us to address it. Spark certainly understands Ms. [redacted]’s concerns regarding the price increase for the supplier service. As previously mentioned the electric service was on a variable rate since the account’s inception; it did not default. It simply continued to bill on the variable month the month rate agreed upon at enrollment. The gas service was on a fixed rate of 79.9 cents/therm from 8/7/2015-8/7/2016. Please note that there was not a supplier charge on the gas service account that exceeded $7.53. Additionally, the electric service had a supplier bill for $251.53 but this consisted of two billing cycles. The invoice for the cycle of 6/8/2016-7/7/2016 rejected and therefore was not included in Ms. [redacted]’s utility bill. For this reason the rejected bill was added to the next billing cycle of 7/8/2016-8/5/2016 for $160.64 + $90.99= $251.53. Ms. [redacted] also states she was informed that Spark does not regularly check the meters. As indicated in the TPV, although Spark becomes the supplier after enrollment; the local utility remains responsible for meter services not Spark. Spark still deems that the 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 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]o filed a complaint because she was told she could get 20% off of her gas
bill. She was...

not informed that she would be purchasing gas from [redacted]
and from [redacted]. [redacted] called [redacted] on [redacted]
to cancel her service but every week after that, her gas company advised her
that they have not received such request. [redacted] contacted [redacted]
again on [redacted] and was advised that her services would be canceled after
her first billing cycles even though she called in to cancel 20 days prior.
When she contacted her gas company again, she was told that her services would
be terminated on [redacted]. She feels that she has been lied to in regards to
her cancellation.
Investigated
Results:
On [redacted], [redacted] authorized the switch to
[redacted] with [redacted]; an agent who is with the third party
vendor, [redacted]. [redacted] signed up for [redacted]’s Carbon Neutral plan
which offers a fixed rate of 75 cents per therm for 12 month with a $4.95
monthly fee and a $100 early termination fee. Please note that in the TPV
(TPV Attached), the verifier specifically states the following


“You will be on the dual billing program and will
receive one bill from [redacted] for gas transportation services and another
bill from [redacted] for the gas commodity charges. “


On [redacted], [redacted] called in to cancel her
services with [redacted] and was provided with confirmation number
[redacted].[redacted] submitted the cancellation request on this day.

On [redacted], [redacted] called in to inquire about
her cancellation request. [redacted] advised her that a response was not
received from the utility company and that a 2nd request would
be submitted.

On [redacted], the cancellation transaction was sent to
the utility company.

On [redacted], [redacted] received a response from
the utility company which confirmed the termination date of [redacted].

On [redacted], [redacted] called in concerned about
her previous cancellation request. She stated that the utility company has
yet to receive a cancellation request from [redacted]. [redacted]
explained that a response was already received and that her account is set
to be canceled.

On 1[redacted], [redacted] called in to inquire as to
when [redacted] was going to cancel her services. [redacted] advised
her that the termination date is [redacted] and she will then continue gas
supply services with the utility company.
Outcome:
[redacted]
apologizes for any inconvenience that may have occurred. [redacted] believes
that all vital information was provided at the time the TPV was completed.
However, in efforts to resolve [redacted]’s concern in regards to the
cancellation, [redacted] will process a re-rate for [redacted]-[redacted] once the
final meter reading is received from the utility company. The re-rate will
compare [redacted]’s rate vs. the utility company’s rate for the
aforementioned billing period.
Please let me
know if you have any questions or concerns.

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 received a
bill for $448.06 and was...

told by Spark that it is due to missed billing
windows. He feels that he is being gouged with made up charges. He decided to terminate
his account but is disputing his charges.  
Investigated
Results:
·        
On 09/09/2014, Spark generated an invoice for
billing period 08/06-09/04/2014 in the amount of $118.39. However, Spark was
not able to submit the supply charges to the utility within the allotted billing
window.
·        
On 10/08/2014, Spark generated an invoice for
billing period 09/04-10/03/2014 in the amount of $138.06. This invoice included
charges ($118.39) from the previous billing period. (08/06-09/04/2014) Again,
Spark missed the billing window for this invoice.
·        
On 11/07/2014, Spark generated an invoice for
billing period 10/03-11/04/2015 in the amount of $193.30. This invoice included
charges from the previous two billing periods. (08/06-10/03/2014)
·        
On 11/18/2014, Spark received payment for
$193.30.
·        
On 12/09/2014, Spark generated an invoice for
billing period 11/04-12/04/2014 in the amount of $124.06.
·        
On 12/19/2014, Spark received payment for
$124.06
·        
On 01/09/2015, Spark generated an invoice for
billing period 12/04/2014-01/05/2015 in the amount of $128.48.
·        
On 01/20/2015, Spark received payment for
$128.48
·        
On 02/09/2015, Spark generated an invoice for
billing period 01/05-02/04/2015 in the amount of $153.35. (This invoice missed
the billing window)
·        
On 03/10/2015, Spark generated an invoice for
billing period 02/04-03/05/2015 in the amount of $321.64. This invoice included
charges from the previous billing period of 01/05-02/04/2015.
·        
On 03/12/2015, **. [redacted] called in to cancel
his service and was provided with confirmation number 031115.
o  
The utility confirmed the termination date of
04/02/2015.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that the charges on **. [redacted]’s account are accurate. Unfortunately,
Spark missed a billing window on multiple occasions and was not able to send
the supply charges to the utility company to be applied to the invoices in each
instance. The adjustment fees that **. [redacted] mentions in his complaint are
the missed billing windows charges for usage. Spark provides the monthly
charges to [redacted] and they are responsible for what is reflected on the
invoice. Again, Spark apologizes for any confusion or inconvenience that may
have occurred. **. [redacted] current balance is $321.64 for billing periods
01/05-03/05/2015. In efforts to resolve **. [redacted] concern, Spark will issue
a $100.00 gift card and send it to **. [redacted] mailing address but he will be
responsible for the remaining balance on his account. Please let me know if you have any further questions or concerns. Best Regards, [redacted] | Consumer Affairs Specilaist

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

To Whom This May 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 wasn’t charged
for supply services for the past...

6 months and now Spark is charging him a large
sum due to the error.
Investigated
Results:
·        
On 04/24/2015, it was discovered by Spark that [redacted] supply charges were rejected for billing periods 8/01/2014-04/30/2015.
Therefore, the charges for the rejected periods were not       included in [redacted]’s utility bill.
·        
On 05/04/2015, Spark issued a letter of apology
to [redacted] as well as a [redacted] dollars booklet valued at $500.00 due to the
inconvenience.
·        
On 05/12/2015, Spark made an attempt to contact
[redacted] to discuss his balance and payment options and left a voicemail.
·        
On 06//18/2015, [redacted] called in to inquire
about his balance. Spark explained that his supply charges were being rejected.
[redacted] requested to speak to a supervisor.
·        
On 06/23/2015, per [redacted]’s request, a call
center supervisor contacted him to discuss his account issue. Spark offered to
re-rate his account back to the utility rate and apply a credit of $16.72 to
the balance. Furthermore, Spark offered to reduce his total balance by 30% if
he renews his account under a new contract as well as place him on a payment
plan.  [redacted] did not agree to the
terms at this time and decided he will call back with his decision.
·        
On 06/24/2015, Spark sent [redacted] his billing
summary. (Summary Attached)
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that [redacted] was charged correctly per the terms agreed
upon.  Due to the missed billing windows,
the customer did experience reduced invoices; consequently, she would be
responsible once these oversights were corrected.
 
Please be aware that Spark discovered that the utility
was not rejecting accounts individually if they were found to have errors and were
in fact rejecting entire files (all of Spark’s customer records) if even one
record had an error.  Unfortunately, the
process to resend the “good” records was not working effectively.  However, Spark has since implemented a new
process to identify the rejected files, extract the flawed accounts, and
immediately resend the remaining accounts in accordance with the utility
billing window.
 
In an effort to resolve [redacted]’s concern, Spark
completed a re-rate for the affected billing periods and applied a credit of
$16.72 to the account. Furthermore, Spark will gladly assist [redacted] in
setting up a payment plan as well as offering a 30% reduction on his balance
should he renew his contract. Spark will continue to reach out to [redacted] in
efforts to reach an amicable agreement. Spark also strongly suggests that [redacted] contact Spark’s Customer Service department to make arrangements.
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”) formal response to Revdex.com Complaint ID: [redacted]
 
Thank you for bringing [redacted]’s concern to our
attention and for allowing us to address it.
[redacted] has filed a complaint because he was...

not
notified of his contracts coming to an end with Spark. He states that his rates
increased 3 times that of PSEG’s rates. [redacted] would like a refund for the
[redacted] and [redacted] invoices in the amount of $[redacted].
Outcome:
Unfortunately,
Spark was unable to locate an account with the information provided. If **.
[redacted] can provide his PSEG POD ID No. and confirm the name on the account we
will be happy to review his complaint once again.
 
Two
attempts were made to contact [redacted] at [redacted] on [redacted].
Unfortunately, there was no response and Spark was unable to leave a voicemail.
 
Spark
sincerely apologizes for any inconvenience this may have caused. Please do not
hesitate to contact me if you should have any further questions or concerns
regarding this matter.
 
Best
regards,[redacted] | Consumer Affairs Specialist[redacted]

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

not saved on her energy costs. Spark raised her
rates from .49 per therm to $1.39 per therm without notifying her. She was told
by Spark that they made an attempt to contact her in October when her contract
expired but she didn’t answer. Ms. [redacted] doesn’t believe that this call was
made. Ms. [redacted] also explains that Spark missed two billing windows and then
sent her a collections notice. In efforts to resolve her concern, Spark Energy
offered her a $25.00 gift card which she has yet to receive.  Her most recent invoice reflects a rate of
$1.39 per therm without her consent to renew or make changes to the account. She
was advised that her contract states that if she does not receive a
notification from Spark then she automatically rolls over to a variable rate.
Investigated
Results:
·        
On 09/19/2013, Ms. [redacted] authorized the switch
to Spark with [redacted]; an agent associated with the third party vendor,
[redacted]).Ms. [redacted] enrolled in Spark’s Advantage Plus plan which offers a
fixed rate of .499 per therm for 12 months with a $4.95 monthly fee and a
$50.00 early termination fee. The TPV is attached for your review.  
·        
On 09/24/2013, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 10/10/2013, Spark service became active.
·        
On 10/03/2014, Spark Energy made an attempt to
contact Ms. [redacted] to advise of the contract end date. The call was answered
then released. No voicemail was left.
·        
On 10/11/2014, per contract terms, the Spark
rate rolled over to a month-to-month rate.
·        
On 10/17/2014, Spark Energy missed the billing
window for billing period 09/15/-10/13/2014.
·        
On 12/19/2014, Ms. [redacted] contacted Spark to
inquire about the termination notice she received. Spark advised her that it
was due to a delayed billing issue and offered a $25.00 gift card as a
courtesy.
·        
On 01/16/2014, Spark Energy applied billing
period 09/15-10/13/2014 to invoice no. [redacted]. (Invoice Attached)
·        
01/23/2014, Ms. [redacted] called in due to a high
bill. The agent explained that it was due to the delayed charges for billing
period 09/15/2014-10/13/2014 for the amount of $32.36.Ms. [redacted] requested a
supervisor.
o  
Ms. [redacted] was transferred to a supervisor and
she requested to cancel her services due to the bill increase. The supervisor
offered to renew the account but Ms. [redacted] declined and requested to have
services terminated.  
·        
On 01/27/2014, Ms. [redacted]s partner called in to
request to apply the fixed rate for the remaining months he will be with Spark.
Spark advised that it was not possible to process the re-rate for the remaining
months but offered a $75.00 credit as a courtesy. He decided he will call
[redacted] to expedite the cancellation process.
o  
Ms. [redacted]’s partner called a 2nd time
to request a renewal and a $75.00 credit he was previously offered. The
supervisor advised that a renewal is not possible due to a pending cancellation
request on the account but that the $75.00 credit can still be applied to the
account within 1-2 billing cycles. The credit of $75.00 was entered in to Ms.
[redacted]’s account on this day.
Outcome:
Spark sincerely apologizes for any inconvenience that this may
have caused. Unfortunately, Spark failed to submit the charges to the utility
company for billing period 09/15-10/13/2014 within the allotted time. This
resulted in a delayed charge being applied to invoice no. [redacted] on
01/16/2015.
In regards to Ms. [redacted]’s rate, the Welcome Letter sent to
Ms. [redacted] on 09/24/2014 included the following verbiage on page three (3):
“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.”
The statement above provides expectations to Ms.
[redacted] should she fail to contact Spark and execute a renewal.  However, Spark has applied a credit of $75.00
on Ms. [redacted]’s account which should reflect on her invoice within 1-2 billing
cycles.Please let me know if you have any further questions or concerns.Best Regards,Hector P[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.  
 
The fact is, if I had gotten any bill from them I would have understood that I was still being charged.  The absolutely unprofessional process of not billing me lead to me not knowing that my service would possible still be active.  Everyone should know the type of unethically company this is.  I do not accept their very lame response to an error made on their part.  I want them to be totally accountable for their error.  I paid my bill in full every month.  Once I cancelled, I had no bills.  That was my proof that there was no issue.

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] filed a complaint indicating she’d been double billed and was told the issue...

would be corrected. Furthermore, she was supposed to receive a $50 credit along with a $60 credit because her usage was above 1000kWh but she has not been credited.
Spark would like to apologize for any inconvenience that the customer may have experienced. We’d like to confirm that a credit of $110 was applied to the billing cycle of 12/11/2017-1/12/2018 which is the $50 courtesy credit along with the $60 credit due to Ms. [redacted] for the using over 1,000 kWh based on her electric supply rate’s terms with Spark. In regards to the billing discrepancy, unfortunately, when Ms. [redacted] made a payment of $282.41 on 9/29/2017 it was misapplied to the wrong account and charged twice in error. However, once Spark was made aware of this error we immediately refunded the 2nd $282.41 payment back to the customer’s [redacted] credit card on 12/13/2017. As such the billing is corrected and the balance reflected on the billing ledger due to Spark is now $44.35.
Please let me know if you have any further questions or concerns.
Best regards,
 
April [redacted]

Sent: Friday, March 27, 2015 8:23 AM To: drteam Subject: Revdex.com Complaint No. [redacted]   Good Morning,   Spark Energy would like to confirm that [redacted]’s early termination fee has been waived and a cost analysis to compare Spark Energy charges versus [redacted] charges has been processed. [redacted] should expect to receive a refund check in the amount of $27.33 within the next 10-14 days.   Spark Energy apologizes for the delay in response.   Please let me know if you have any further questions or concerns.   Best Regards,   H[redacted] | Consumer Affairs Specialist 2105 CityWest Blvd, Ste 100 | Houston, TX 77042     Connect with Spark Energy This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the named addressee you should not disseminate, distribute, or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing, or taking any action in reliance on the contents of this information is strictly prohibited.

This is Spark Energy's ("Spark") response to Revdex.com Rejection No. [redacted]Spark believes that [redacted] was charged correctly per the terms
agreed upon. Spark issued a Renewal Notice on 8/21/2015 to advise [redacted]
that his contract ends on 10/20/2015. The letter specifically states that if the contract isn't renewed then the account will transition to a variable rate. [redacted] failed to renew his contract
and therefore his account transitioned to variable rate. ($1.099/ therm)
Furthermore, Spark offered a $125.00 gift card in efforts to resolve his
concern but unfortunately [redacted] declined the offer. Spark does not have control of how the charges are displayed on the customer's invoice; the utility handles the arrangement of the bill. Spark suggests that [redacted] contact the utility for a breakdown of the invoice if needed. 
[redacted]’s account will be terminated on
1/20/2016 as determined by the utility and Spark believes that an adjustment is
not warranted.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.
Mr. [redacted] has filed a complaint because he received an
elevated bill since he was not charged...

for supply services for three months. He
requested to have his services cancelled In January but realized that his
services were still active in May. He contacted Spark about this issue and he
was advised that his services were not terminated as requested. Spark then sent
him a gift card in the amount of $50.00 but he feels that this is not
satisfactory since his account was not cancelled in time.
Investigated Results:
·        
On 08/07/2014, [redacted] authorized the
switch to Spark with [redacted]; an agent associated with the third party
vendor [redacted]. Mrs. [redacted] enrolled in Spark’s Advantage Plus plan which offers a
fixed rate of .575 per therm for 12 months with a $4.95 monthly fee and a
$50.00 early termination fee. The TPV is attached for your review.
·        
On 08/15/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 09/08/2014, Spark services became active.
·        
On 01/20/2015, Mrs. [redacted] called in to cancel the
account and was given confirmation number [redacted].
·        
On 05/20/2015, Mrs. [redacted] called in to inquire as
to why her services were still active. 
Spark explained that the original drop was not submitted and that they
can have a supervisor give her a call back to discuss her problem.
·        
On 05/21/2015, Mrs. [redacted] called in to discuss
her charges. Spark advised that a re-rate will be processed from 02/10/2015
through the termination date on the account. Mrs. [redacted] agreed and asked to be
called back to inform her of the credit amount.
·        
On 05/28/2015, Mrs. [redacted] called in to inquire
about her credit.  Spark advised that she
will receive a credit in the amount of $92.22 as a result of the re-rate for
billing periods 02/10-05/11/2015. Spark advised that the final month still has
to be re-rated and will be added to her credit.
·        
On 06/08/2015, Spark contacted Mrs. [redacted] and
advised her that the credit of $92.22 is still waiting to be applied and that
the final reading is need to complete the re-rate for the month of May/June.
Furthermore, Spark advised that, if needed, a payment plan can be offered. Mrs.
[redacted] did not have any further questions at this time.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that Mrs. [redacted] was charged correctly per the terms agreed
upon. Unfortunately, when Mrs. [redacted] contacted Spark on 01/20/2015 to cancel her
account, the Spark agent failed to submit the drop to the utility company which
caused Mrs. [redacted]’s account to remain active. In efforts to resolve Mrs. [redacted]
concern, Spark will process a re-rate for billing periods 02/10-06/09/2015 and
will apply the final credit to the account.
As it relates to Mrs. [redacted]’s balance, please be aware
that Spark discovered that the utility was not rejecting accounts individually
if they were found to have errors and were in fact rejecting entire files (all
of Spark’s customer records) if even one record had an error.  Unfortunately, the process to resend the
“good” records was not working effectively. 
However, Spark has since implemented a new process to identify the
rejected files, extract the flawed accounts, and immediately resend the
remaining accounts in accordance with the utility billing window. The affected
billing windows in Mrs. [redacted]’s account are 09/08/2014-04/09/2015.
 
As determined by the utility company, the account will be
terminated on 06/09/2015.Best Regards,[redacted] | Consumer Affairs Specialist