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  • FIRST POST
    • mr_accountant
    • By mr_accountant 4th Dec 17, 10:40 AM
    • 636Posts
    • 161Thanks
    mr_accountant
    Toto energy massive price increase
    • #1
    • 4th Dec 17, 10:40 AM
    Toto energy massive price increase 4th Dec 17 at 10:40 AM
    MoneySavingExpert.com Update 13 December 17:

    Thank you for your posts everyone. We've updated our news story:


    Back to mr_accountant's original post...

    ----

    received email this morning regarding Toto Energy price increase, for me from £954 to £1170, thats £216 increase. im already moving as the customer services is pants (thats being very kind). for everyone else check your prices
    Last edited by MSE Andrea; 13-12-2017 at 12:00 PM.
Page 4
    • Hengus
    • By Hengus 10th Dec 17, 11:08 AM
    • 4,805 Posts
    • 2,947 Thanks
    Hengus
    Toto,

    Your customer service line is appalling, i could never get through first time and when i received a call back it was 4 hours later and i didn't have the details i wanted to discuss. Total waste of time!

    I applied to switch to your company from BG on the 23 Aug 2017, my electricity changed over in Sept (happy) however my gas didn't switch over until 26 November. During the gas switch i was paying BG and Toto at the same time! Seriously not good, AVOID at all costs!

    To top it off, Toto hike their prices without real justification, for that reason "I'm out!

    I have informed Toto that i will be switching, a condition you must do before before 03 Jan 18 if you wish to avoid exit fees.

    Breeze energy, here i come!
    Originally posted by Laugh & Be Happy
    For those thinking about switching, there is no requirement to inform the losing supplier that you intend to switch. This notification is given to the losing supplier via industry procedures once you have signed up to a new supplier.
    • Theta101
    • By Theta101 10th Dec 17, 11:37 AM
    • 90 Posts
    • 13 Thanks
    Theta101
    In my email informing me of the price increases...

    Your rights as a consumer

    You have a right to end your contract because of the
    charge increase. There will be no exit fee for ending your
    contract if you tell us you want to do this by 04 Jan 2018.
    Just e-mail us secondthoughts@totoenergy.com
    • Forumbod
    • By Forumbod 11th Dec 17, 11:52 AM
    • 1 Posts
    • 2 Thanks
    Forumbod
    ToTo energy is utter pants!
    I agree totally with other posters, ToTo energy is utter pants, a complete nightmare. Their support staff are kids on work experience I'm sure, they do not know their own product or company. Trying to get through to them is nigh impossible, when you finally do they promise this and promise that but never do they fulfill their promises. Emails remain unanswered - forever! Never had a bill (despite repeated requests) so I don't know if I'm in credit or debit.

    And yes, although called a Variable Discount Saver in the welcome pack it says, quite clearly, the price is guaranteed until . . . lying so and so's!
    • Firepig
    • By Firepig 11th Dec 17, 8:24 PM
    • 1 Posts
    • 1 Thanks
    Firepig
    Same for me
    I'm having the same experience. Switched to Toto through Energy Club where it was listed under fixed price deals, in April 2017. I thought it was odd that it was described as "TOTO Discount Variable Saver" in the welcome email so I checked it carefully, and sure enough, it included a price guaranteed until 28 April 2018:
    Unit rate 12.76 p/kWh
    Standing charge 20.00 p/day
    Tariff ends on 28 April 2018
    Price guaranteed until 28 April 2018
    Exit fees (if you switch before
    the end date) £10.00 per fuel (inc VAT)
    Gas was as above with
    Unit rate 2.40 p/kWh
    Standing charge 23.00 p/day
    Now had an email (4 December) telling me prices are going up on 2 January. It's very naughty in that it quotes the new prices ex VAT - adding the VAT shows that the gas unit price is going up a massive 48%, from 2.4p to 3.55p.
    TOTO's phone system promises a callback but no call comes. Their online chat says their advisers are busy and tells you to look at their help pages. No reply to an email as yet.

    Firepig
    • h1ubs
    • By h1ubs 11th Dec 17, 9:03 PM
    • 18 Posts
    • 7 Thanks
    h1ubs
    I'm having the same experience. Switched to Toto through Energy Club where it was listed under fixed price deals, in April 2017. I thought it was odd that it was described as "TOTO Discount Variable Saver" in the welcome email so I checked it carefully, and sure enough, it included a price guaranteed until 28 April 2018:

    Firepig
    Originally posted by Firepig
    There are now several people on this thread who have a clear recollection that the TOTO deal was promoted by MSE Cheap Energy Club as a fixed deal when they switched. It would be nice to have confirmation or denial by MSE CEC whilst we await clarification still sadly lacking from TOTO.
    • Theta101
    • By Theta101 11th Dec 17, 11:51 PM
    • 90 Posts
    • 13 Thanks
    Theta101
    Firepig

    Well spotted about the VAT so my real increase is even larger!
    • jrh2254
    • By jrh2254 12th Dec 17, 7:51 AM
    • 35 Posts
    • 9 Thanks
    jrh2254
    I have not had a response yet to the email I sent to TOTO regarding the price guarantee.
    However I received a generic email about moving to some new seasonal direct debit plan. Buried half way down was :
    What’s a price guarantee and exit fees?
    A variable tariff terms and conditions means the price could be subject to change. Unfortunately, some welcome packs may have mistakenly included a reference to a “price guarantee”. We’re very sorry, this was a misprint.

    So what should be our next move?
    • Hengus
    • By Hengus 12th Dec 17, 8:28 AM
    • 4,805 Posts
    • 2,947 Thanks
    Hengus
    I have not had a response yet to the email I sent to TOTO regarding the price guarantee.
    However I received a generic email about moving to some new seasonal direct debit plan. Buried half way down was :
    What’s a price guarantee and exit fees?
    A variable tariff terms and conditions means the price could be subject to change. Unfortunately, some welcome packs may have mistakenly included a reference to a “price guarantee”. We’re very sorry, this was a misprint.

    So what should be our next move?
    Originally posted by jrh2254
    Report them to consumeraffairs@ofgem.gov.uk with copies of all paperwork etc. Bear in mind that at this point of time there has been no breach of contract; ie, you are still paying the original variable tariff prices. The more people who complain the quicker that Ofgem will take note.
    • Gart100
    • By Gart100 12th Dec 17, 9:41 AM
    • 1 Posts
    • 2 Thanks
    Gart100
    Angry toto energy customer
    Toto have informed me this morning (in the lead up to Xmas) that they intend to increase my direct debit by 50% for the winter months (to £165) and reduce it 50% in the summer (£55) starting immediately.

    What happens if Toto Energy go out of business before my direct debit goes back to the summer rate? I'm not confident to be honest.

    Their customer service has been rank awful so far. I've been with them since April and I still haven't been able to access an online statement on my account and all they want to do is flog me a smart meter!

    I understood my tariff to be a fixed rate. But Toto have now informed me that "Unfortunately, some welcome packs may have mistakenly included a reference to a “price guarantee”. We’re very sorry, this was a misprint"

    I've had enough, so I'm changing. Its going to cost me a £20 release fee though. I'd love to know what MoneySavingExpert has to say on this though. Seems a bit shocking.
    • Hengus
    • By Hengus 12th Dec 17, 10:00 AM
    • 4,805 Posts
    • 2,947 Thanks
    Hengus
    Toto have informed me this morning (in the lead up to Xmas) that they intend to increase my direct debit by 50% for the winter months (to £165) and reduce it 50% in the summer (£55) starting immediately.

    What happens if Toto Energy go out of business before my direct debit goes back to the summer rate? I'm not confident to be honest.

    Their customer service has been rank awful so far. I've been with them since April and I still haven't been able to access an online statement on my account and all they want to do is flog me a smart meter!

    I understood my tariff to be a fixed rate. But Toto have now informed me that "Unfortunately, some welcome packs may have mistakenly included a reference to a “price guarantee”. We’re very sorry, this was a misprint"

    I've had enough, so I'm changing. Its going to cost me a £20 release fee though. I'd love to know what MoneySavingExpert has to say on this though. Seems a bit shocking.
    Originally posted by Gart100
    All consumer credits are now fully protected by Ofgem's Supplier of Last Resort procedures. This protection came into effect a year ago.
    • kookyforcake
    • By kookyforcake 12th Dec 17, 11:01 AM
    • 1 Posts
    • 1 Thanks
    kookyforcake
    Gart100,


    Got the same email this morning, too.
    Shocking.
    I've sent all my correspondance to MSE energy club, hopefully they'll remove Toto from their switch options. Will definitley be switching. Will stick to Big6 next time, methinks. . .
    • Hengus
    • By Hengus 12th Dec 17, 11:07 AM
    • 4,805 Posts
    • 2,947 Thanks
    Hengus
    Gart100,


    Got the same email this morning, too.
    Shocking.
    I've sent all my correspondance to MSE energy club, hopefully they'll remove Toto from their switch options. Will definitley be switching. Will stick to Big6 next time, methinks. . .
    Originally posted by kookyforcake
    You would be silly to do so. There are some very good small suppliers in the market. Look carefully at separate suppliers: Zog, for example, is an excellent supplier for gas and, hopefully, for electricity in the not too distant future. Bulb also has excellent reviews. There are £50 referral fees to be had and Bulb will also cover the cost of any exit fees if you switch to them.
    • victor2
    • By victor2 12th Dec 17, 11:15 AM
    • 4,739 Posts
    • 3,162 Thanks
    victor2
    Report them to consumeraffairs@ofgem.gov.uk with copies of all paperwork etc. Bear in mind that at this point of time there has been no breach of contract; ie, you are still paying the original variable tariff prices. The more people who complain the quicker that Ofgem will take note.
    Originally posted by Hengus
    Sounds like Toto will be on shaky ground if they do increase the rates for any customers they "mistakenly" told have a price guarantee. Could take OFGEM quite some time to react, so the customer's dilemma now is whether to leave and pay the exit penalty, or stay and ride out the storm in the hope that Toto will refund any increased rates charged, if OFGEM get involved and/or they come to their senses.
    • h1ubs
    • By h1ubs 12th Dec 17, 12:26 PM
    • 18 Posts
    • 7 Thanks
    h1ubs
    Well finally TOTO have emailed to clarify the situation. The mention of a 'Price Guarantee' in some customer's welcome pack was a misprint.
    .
    Byebye TOTO !
    .
    Dear Ofgem ..
    • D & G Hilton
    • By D & G Hilton 12th Dec 17, 1:06 PM
    • 6 Posts
    • 11 Thanks
    D & G Hilton
    "What’s a price guarantee and exit fees?
    A variable tariff terms and conditions means the price could be subject to change. Unfortunately, some welcome packs may have mistakenly included a reference to a “price guarantee”. We’re very sorry, this was a misprint." (Text removed by MSE Forum Team) CEO by email 12 December.


    Replied 12 Dec, with cc to (Text removed by MSE Forum Team), who is listed as the Managing Director (text removed by MSE Forum Team)) and also to complaints@totoenergy.com


    F.A.O. (Text removed by MSE Forum Team), CEO TOTO Energy Lockview, (text removed by MSE Forum Team)
    Please note:
    (1) I have already given notice of intention to switch to Breeze Energy.
    (2) That switch is in process and the expected completion date is 29th December 2017.
    (3) NO FURTHER PAYMENTS will be made to TOTO Energy - you have already been notified of this - there is already a credit balance to be refunded to me once the final statement has been issued.
    (4) The explanation of a 'misprint' is not legally acceptable, the statement of tariff formed the clear basis of the contract between us i.e. the stated prices were GUARANTEED until 02 May 2018.
    The definition of the word TOTO used... 'guaranteed' is clear, and you are contractually bound by it:
    "provide a formal assurance, especially that certain conditions will be fulfilled relating to a product, service, or transaction. promise with certainty. "
    A formal complaint will, therefore, be lodged this week with Ofgem, to which, no doubt, you will submit your attempted justification, and we shall await their ruling in due course.
    (Text removed by MSE Forum Team) LL.B. (Hons) (London)
    Solicitor (retired)


    Last edited by MSE ForumTeam3; 27-12-2017 at 10:56 AM. Reason: Personal details
    • victor2
    • By victor2 12th Dec 17, 1:22 PM
    • 4,739 Posts
    • 3,162 Thanks
    victor2
    Look at the CEO's experience on LinkedIn. 14 years at nPower, so quite used to shafting people.
    Last edited by MSE ForumTeam3; 27-12-2017 at 10:57 AM. Reason: Quoting edited post
    • Theta101
    • By Theta101 12th Dec 17, 1:58 PM
    • 90 Posts
    • 13 Thanks
    Theta101
    "misprint"

    LMFSO!
    • jammeister
    • By jammeister 12th Dec 17, 2:25 PM
    • 8 Posts
    • 7 Thanks
    jammeister
    These jokers deserve to go out of business and I hope they do so in the near future, so that no-one else is conned by their so-called "guarantee" --- or has to experience their simply dreadful "customer service". I shall be switching, too, in the near future. When I (finally) managed to speak with TOTO the other day (after endless waits for a call-back) I received confirmation that I would not have to pay any Exit Fees since they had increased the price of the Tariff. As with so many other Sufferers who have posted on this Forum, I switched to TOTO because the MSE Cheap Energy Club website said it was a Fixed Price tariff. Clearly TOTO's idea of a Fixed Price and our idea of what that means are somewhat different. I would suggest that Ms Hooligan should be barred from acting as a Company Director for a good ten years -- she clearly presides over a company that uses what could be described, at best, as being highly misleading sales & marketing material. Perhaps the relevant Regulator should also penalise her and the company, too, under the applicable Consumer Protection provisions ?


    Oh, yes, and by the way the Letter I had from TOTO showed that my price increase will be OVER 30% !!
    Last edited by jammeister; 12-12-2017 at 2:30 PM. Reason: Additional info
    • Theta101
    • By Theta101 12th Dec 17, 2:40 PM
    • 90 Posts
    • 13 Thanks
    Theta101
    (Text removed by MSE Forum Team)
    is also ex nPower.
    And Spark Energy
    And Octopus Energy.
    Last edited by MSE ForumTeam3; 27-12-2017 at 10:58 AM. Reason: Personal details
    • D & G Hilton
    • By D & G Hilton 12th Dec 17, 4:43 PM
    • 6 Posts
    • 11 Thanks
    D & G Hilton
    ... flog me a smart meter!
    "...all they want to do is flog me a smart meter" - interesting, as we have had the same experience, so much harassment by repeated telephone calls, telling us it was to be compulsory (a lie), then we finally had a TOTO rep turning up at the house, uninvited, saying he had come to 'install your smart meter'. We had already served a legal notice on TOTO to stop pressuring us to have a smart meter (for valid health and privacy reasons), but they carried on regardless. Digging a little deeper today into the background of TOTO MD. Chris Allen, I see that his main business interest is 'Magnum Utilities', who 'specialises in the installation of smart meters in domestic premises across the UK' So now all this 'push' begins to make sense!
    The Energy Ombudsman is currently investigating our complaint about TOTO's improper pressure to have a smart meter, against our clearly stated preference.
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