So since last post regarding Spark Energy: So update regarding issues with Spark Energy I finally made contact with a manager. I made contact with her originally on 12th January, but I did not know that then as I passed on my full name, account details and complaint in a DM, on Twitter. I thought I was possibly speaking to another customer advisor, which I did not want and so left a rather ranted message. This manager emailed me the next day in the afternoon, introducing herself and for apologising that the customer advisors never forwarded me to the manager. So I had a reference number for my complaint and she offered £50 goodwill, which would then close my complaint. I accepted the £50, but I also said that I want reassurance also that this will never happen again, because at this point I had lost faith and trust in them, due to what I have experienced. So we discussed my account, the problems I have had, what has been done and what hasn’t.
My account has been updated accordingly, but the historic readings can’t, because of that being my old account that they can’t access, before Spark Energy went into administration, as when it was took over by Ovo, new accounts were created. She reassured me nothing would come up unexpected because of that.
I did not have to, but I felt I should, because I still felt they needed the proof with regards to my gas meter, so I sent a photo of my original reading I taken when I moved my gas to Spark and I also gave them two more recent photos of my meter, one showing reading as it was then, which also shown everything else about this meter that my original didn’t, as well as one from Samsung slight distance, to show where my meter is. If it wasn’t for my own benefit, then I felt it was for Spark Energy so they details about this meter, with a question being asked by an advisor if there had been a meter exchange. I did not want the next person living in this flat, when one day I move and they have to go through unnecessary crap to prove their meter readings.
So since communicating with this manager, things have gone in the right direction and I am starting to relax.
My next communication with her, will be when I give her my next meter reading for my electric. But when it comes to me submitting them directly on my account in the future, that’s where I am not confident they will be used on my bills and the same errors crop up and I get estimated bills. If this does happen, I shall contact the manager directly and not the advisors.
As much as I want my preferred suppliers, I am holding off due to all that has gone off since living where I am. I am hoping while I stay with Spark Energy, I see a difference down the line and no repeated same errors.
I feel reassured by the manager, but it’s seeing how future bills go that I still need to be convinced about. Time will tell.