ComplaintsforSponsor Energy

• Initial Complaint

  09/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got the billing on Feb *, 2024. Sponsor Energy overcharged me at wrong rate for gas service. and refused to adjust the correct rate. This is the customer service replied me ********************** simply means that you either get a small credit (if you under-used based on the estimated buy) or a small charge (if you over-consumed based on the estimated buy) as we have to pre-purchase fixed gas on your behalf based on the predicted volume of natural gas needed for your home. This means that if you use more than what we pre-purchased for you, for that month, we need to "buy" you additional natural gas at the current market price and charge you that rate for the over consumption but if you used less than what was estimated, we sell the extra gas you did not use back to the market and credit it onto your ****** This is my first time to hear this from this company. I feel it is not proper way to deal with us and proper way to do business. Based on the customer service's email, I asked questions. Now they ignored my email.

  

  Business response

  23/02/2024

  Mr ************* signed up for a * year fixed block gas product with us.  When ********** signed up for this product, we went out to the market and pre-purchased a year of natural gas for him, shaped monthly based on the historical consumption for his site (his "hedge").  In the case of a fixed block product, if ********** consumes more than the hedge (excess gas), we go into the market and purchase more gas to cover that volume at the prevailing market price; we charge ********** for this difference.  If ********** consumes less than the hedge (unused gas), we go into the market and sell the unused gas at the prevailing market price; we credit ********** for this difference.  ************** contract clearly outlines the manner in which this fixed block product works. 

  ********** contended that he should have been charged as follows:

  Charge on invoice = ****** Usage * Fixed Contract Price

  This is not the way the product ********** signed up for works, and the manner in which it works is clearly outlined in his terms and conditions:

  If Hedged volume < ****** Usage, then Charge on invoice = (Hedged volume * Fixed contract price) + (Purchase of ********** * Market Price)

  If Hedged volume > ****** Usage, then Charge on invoice = (Hedged volume * Fixed contract price) - (Sale of ********** * Market Price)

  We have exchanged many emails with ********** on this matter.  ********* emailed/called us * times between Feb ** and Feb **.  Sponsor Energy responded * times over the same two days. In contrast to ************** claims, there was an extensive back-and-forth dialogue with **********.  Sponsor Energy did not ignore him at any time.  There are no billing errors on ************** account, the charges are completely consistent with the product ********** signed up for.

   

  Customer response

  26/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: if it is one year fixed rate. It should be fixed rate. This company played around the terms and try its best to get more from customers. 
  
  Sincerely,
  
  *************

• Initial Complaint

  06/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  -It all started when I sign up for gas and power through Sponor Energy. I sign up for there AFFORD-A-**** which is to AVOID RISING ENERGY COSTS AND PAY THE SAME FLAT MONTHLY AMOUNT FOR GAS AND POWER - REGARDLESS OF SEASON, REGARD LESS OF ENERGY PRICES. I signed up on March 2, 202 for the following 1) Power: Affordabill $75/month 2) Gas: Affordabill $50.00/Month So when I read what I said above. My month payments should be $150.00/ Month. Also it asked if you want to pay monthly or weekly and I pick the following 1) Weekly (weekly payments starting on the enrollment date)-The next step was to put my address in where I want the services and did that and then on the the next step which was when you want your services to start. I pick March 4, 2022 which is the day after I get paid. -I get a email on March 7, 2022 which says there have received my data and using your historic usage and my weekly payments will be $65.00. That's $260.00/month, well that's not a flat month rate as I pick at $125.00/month. Now is it -So I email back telling them to go with the application due to I need power and gas and then I get an email back on March 7, 2022 and letting me know the dates of my payments for the next 4 weeks which are as folowing 1) March 9, 2022 $62.80 2) March 16, 2022 $62.80 3) March 23, 2022 $62.80 -March 8, 2022 my power and gas was flowing. -Sent a email back on March 12, 2022 asking to change the March 16, 2022 payment to the March 24, 2022 due to only working part time and that's a lot of month for someone who only works part time to come out. Thy email back on March 14,2022 (2 days later) saying they can not. -I always say that companies don't know peoples finances, so I put a stop payment on it so I would costs me more then it's worth -Email about the payment and trying talking to them about it and they don't care. They de-rolled me and are still taking payments when I do not have services. Still a lot to say please call ************ or ********************

  

  Business response

  18/04/2022

  Mr. *********** was a client of Sponsor Energy from March 09, 2022 to March 27, 2022.  He was signed up under our weekly budget plan.  This is a plan for individuals who are working to improve their credit score, and would otherwise require a deposit.  Under this plan, the client is required to make a payment equivalent to 1/4 of the estimated invoice each week.  The client receives an email from us once each month outlining the next four payments - amount and date of payment. It is very important that weekly payments are adhered to as the amount of time between payments is very short.When a client misses a payment, they have no more than ************************* their site(s) are automatically dropped.
  
  This is communicated to our customers who choose the weekly budget plan. Unfortunately, given Mr. *********** was under the weekly budget plan, we provided all of the flexibility we could, within the constraints of this plan. We communicated numerous times with Mr. *********** explaining that we required a payment for him to remain a client under this plan. We did not receive a payment. His commitment to pay was well outside the boundaries of the requirements for this budget plan.
  
  We dropped Mr. ***********'s sites on March 23, **** (electricity) and March 27, **** (natural gas) and informed him that once he managed to overcome his financial challenges, we would look forward to his payment to clear his account. In dropping his sites, Mr. *********** returns to the default supplier for his area, and his energy will continue to be supplied unimpeded. We did not request de-energization or limitation of the energy to his sites.
  
  We regret that Mr. *********** was dissatisfied with his experience with Sponsor Energy. We know that times are tough and wish we could do more. We are a small company that donates half our profits to charity, and as such, we cannot extend credit terms beyond the rules of our products.

  Customer response

  18/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: They are the type of business that will not lisen to there customers. The make the payments when they wanted them to come out and did not care what the customers want. 
  
  Sincerely,
  
  ***** ***********

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