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    • MSE Andrew
      Verified User verified user
    • By MSE Andrew Verified User verified user 1st Feb 17, 12:03 PM
    • 38Posts
    • 3Thanks
    MSE Andrew
    Add your feedback on energy supplier Toto Energy
    • #1
    • 1st Feb 17, 12:03 PM
    Add your feedback on energy supplier Toto Energy 1st Feb 17 at 12:03 PM
    This is a feedback thread on energy supplier

    Toto Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, watch our New to Forum? Intro Guide.
Page 2
    • JustCheckingItOut
    • By JustCheckingItOut 23rd Sep 17, 10:45 AM
    • 4 Posts
    • 0 Thanks
    JustCheckingItOut
    Response to footyguy
    Hi Footyguy, Toto told me over the phone that the Smart Meter Tariff is only available for dual fuel contracts and not electricity only. When I queried why MSE showed it as being available for electricity only they explained that this was out of their control and was up to MSETowers to correct

    I have seen comments above re sales staff there, I would add that the phone was answered quickly, staff were helpful and did not try to sell any other products and apologized for what they say is an MSE data error.
    • Anne M.
    • By Anne M. 28th Sep 17, 12:49 PM
    • 2 Posts
    • 2 Thanks
    Anne M.
    Toto not for me
    Toto Smart Meter Saver came up as cheapest for me on Cheap Energy Club so I phoned. Joined a queue waiting for a ring back on 0333 103 5855, couldn't make the live chat work but did get a speedy reply when I rang the number off the web site 0333 210 7070. The Smart Meter Saver isn't available in my area and is actually a variable tariff that you sign up for for a year, with a £50 exit fee. I'm not sure why anyone would want to do that. The advisor did his best to convince me that the tariff was just as likely to go down, and offered me an alternative ( at a higher rate) with a £20 exit fee instead - a tariff he says he recommends to customers. I was cut off as I was speaking - he obviously decided he was wasting his time.
    • ecoten
    • By ecoten 29th Sep 17, 1:13 PM
    • 7 Posts
    • 2 Thanks
    ecoten
    Matches my experience
    Toto Smart Meter Saver came up as cheapest for me on Cheap Energy Club so I phoned. Joined a queue waiting for a ring back on 0333 103 5855, couldn't make the live chat work but did get a speedy reply when I rang the number off the web site 0333 210 7070. The Smart Meter Saver isn't available in my area and is actually a variable tariff that you sign up for for a year, with a £50 exit fee. I'm not sure why anyone would want to do that. The advisor did his best to convince me that the tariff was just as likely to go down, and offered me an alternative ( at a higher rate) with a £20 exit fee instead - a tariff he says he recommends to customers. I was cut off as I was speaking - he obviously decided he was wasting his time.
    Originally posted by Anne M.
    I had the same experience. Looks like the smart meter saver is just a ploy to appear high up on the comparison site and then convince people to take their more expensive tariff. They tried very hard to talk me into going onto another tariff. I stood my ground and the eventually agreed to put me on the cheaper tariff for electricity only.

    Lets see how long it takes them to send me a welcome pack with a switching date.
    • markgorick
    • By markgorick 3rd Oct 17, 9:54 AM
    • 1 Posts
    • 1 Thanks
    markgorick
    Simply The Worst
    Why would a company ask new customers for reviews before they are even connected - BECAUSE IT'S ALL DOWNHILL FROM THEN ON.
    This company is fine if everything goes right as THEY DO NOTHING BUT TAKE YOUR MONEY.
    If you choose to leave because they are so useless, THEY MAKE YOU WAIT WEEKS TO GET YOUR MONEY BACK.
    This post is a protest as they have kept over £200 of my money for 23 days now and despite a smart meter I have no final bill.
    • blueben
    • By blueben 3rd Oct 17, 10:17 AM
    • 6 Posts
    • 0 Thanks
    blueben
    Almost identical to the experience I had.
    • Lilian1744
    • By Lilian1744 3rd Oct 17, 11:40 AM
    • 1 Posts
    • 1 Thanks
    Lilian1744
    This is horrifying. I am in the process of switching to Toto but have run into small problems which are impossible to sort out without customer services. And that is where it becomes really difficult. I have emailed the help centre twice with no response. I have tried Live Chat twice but it was not operating. I have tried calling three times. Each time I have been held in an endless queue. Twice I have taken up the offer for someone to ring me back. Once I did get a callback but so long after the event, that I had gone out. The second time I had no response. I am now trying again. I have been waiting in a queue for an hour and twenty minutes. I have even emailed one of the managers and have had no response. I am shocked by the inadequacy of the help centre and will cancel tomorrow unless I get a straightforward answer - or indeed any answer - to a simple question.
    • chris.meadows
    • By chris.meadows 3rd Oct 17, 2:15 PM
    • 3 Posts
    • 2 Thanks
    chris.meadows
    Awful customer service (office based in Brighton). No response from ringing customer service until phone actually cuts out because it's been going so long. No ring back as promised by automated system. No live chat on their website despite voicemail offering this. No response to emails. Dual fuel switch has gone badly - they've only switched the electricity not the gas, despite an automated 'thanks for joining' letter confirming both.
    One can get through to their sales department in a heartbeat (based in Swansea) but other than selling deals they cannot (and will not) help. It's easy to see where this company is putting their investment.
    I feel totally misled by MSF's Energy Club comparisons which still has TOTO listed as a company with excellent feedback - having now read this thread I can see there have been serious problems going back at least 6 months. Brilliant, thanks for the switching tip Martin... not!
    • johnnyskylab
    • By johnnyskylab 3rd Oct 17, 7:31 PM
    • 3 Posts
    • 2 Thanks
    johnnyskylab
    Hi, do you have the customer number. I can't get through and the ring back service is rubbish. Thanks.
    • johnnyskylab
    • By johnnyskylab 3rd Oct 17, 7:37 PM
    • 3 Posts
    • 2 Thanks
    johnnyskylab
    Stay well away.
    Customer service is rubbish. I have sent emails without reply. Been on the phone forever. The ring back service is useless. I went on to the website to put both gas and electric reading in but can only put electric in. British Gas is still waiting for them to send them meter reading I have gave them ( by email ). But to top it all off I rang tonight and selected the new customer option. Would you believe it. i got straight through.

    STAY WELL AWAY.STAY WELL AWAY.STAY WELL AWAY.STAY WELL AWAY.STAY WELL AWAY.STAY WELL AWAY.STAY WELL AWAY.
    • bobben
    • By bobben 4th Oct 17, 2:25 PM
    • 2 Posts
    • 0 Thanks
    bobben
    Frustrated New Toto customer
    I changed to Toto 5 September and despite numerous emails (not one single reply) and numerous phone calls and requests for call backs I have not been able to enter into any dialogue either written or verbal. It appears the only efficient area of there operation is transferring funds from my bank to theres. I feel the level of customer satisfaction on your MSE energy club for toto needs to be reviewed as I see other customers are experiencing similar problems.
    I have changed energy supplier using your site for several years and have always been highly satisfied bot not on this Occasion .My advice is steer clear of Toto Energy
    • PaulJM
    • By PaulJM 10th Oct 17, 9:45 AM
    • 509 Posts
    • 350 Thanks
    PaulJM
    Unable to contact by any method!
    I literally can't get through to ask them any questions!

    Their phone rings out for over ten minutes (I gave up) nothing from my email in 3 days, FB messenger told me they were growing very quickly and had "challenges)" (so pause a minute and catch up, instead of continuing to grow beyond your means)

    A very frustrating experience.
    • mr_accountant
    • By mr_accountant 10th Oct 17, 5:08 PM
    • 624 Posts
    • 152 Thanks
    mr_accountant
    Impossible to get through on the phone first time had to wait 75 minutes then was cut off, next day finally answered after 75 minutes, still watiting for call back to resolve issue, they never answer emails even ones to complaints. They virtually never call back either. The time waiting on the phone used to be around 45 minutes but the last couple of weeks is become around 80 minutes which is appalling. Absolute horrid horrid company.

    Re. bills when they finally send one after 4 months and lots of complaining and wasting time on the phone, they put the wrong figures on the bill despite me sending monthly readings (after waiting an hour on the phone of course) because their online website doesnt accept the gas reading. As of today still does not work.

    Website is terrible.

    Only thing they have done correctly is take the monthly direct debit, even that somehow they managed to set the wrong sort code at the start, luckily I sorted it before they took the first payment otherwise I would have been in arrears due to their error.

    I'm amazed Ofgem have actually giving them a licence and I would not recommend them to anyone at all no matter how cheap as they take 60 plus minutes to answer the phone and cannot resolve any issues when one can speak to them.

    PS. look at all the one star ratings on trustpilot, all say the same thing, virtually impossible to speak with them and regarding the high ratings, Toto ask the customer to submit a review before they've started the contract or within the first couple of days which will we all know we can never gauge how a company performs in that short period of time
    Last edited by mr_accountant; 10-10-2017 at 6:05 PM. Reason: _
    • PaulJM
    • By PaulJM 10th Oct 17, 5:12 PM
    • 509 Posts
    • 350 Thanks
    PaulJM
    I've contacted MSE and asked them to reflect this feedback on their search, there's a lot of people about to be in a very bad place with this lot, and all because their club is flagging it up as so cheap.

    I didn't go with them because it's so hard to get through, but I very nearly did.

    I can only imagine those MSE club search results are making the problem a million times better.
    • mr_accountant
    • By mr_accountant 10th Oct 17, 6:10 PM
    • 624 Posts
    • 152 Thanks
    mr_accountant
    I've contacted MSE and asked them to reflect this feedback on their search, there's a lot of people about to be in a very bad place with this lot, and all because their club is flagging it up as so cheap.

    I didn't go with them because it's so hard to get through, but I very nearly did.

    I can only imagine those MSE club search results are making the problem a million times better.
    Originally posted by PaulJM
    Totally agree, is there anyone we can complain to? eg Ofgem, I presume they are nor even aware that Toto are taking 80 minutes to answer the phone, maybe even ofgem would do something about that.
    • PaulJM
    • By PaulJM 10th Oct 17, 6:19 PM
    • 509 Posts
    • 350 Thanks
    PaulJM
    Totally agree, is there anyone we can complain to? eg Ofgem, I presume they are nor even aware that Toto are taking 80 minutes to answer the phone, maybe even ofgem would do something about that.
    Originally posted by mr_accountant


    Well they're probably not doing anything legally wrong, so maybe Ofgem couldn't be involved.

    I'm disappointed MSE haven't yet responded, I know they're only reflecting the facts, but in this case it could turn into a really bad situation.

    Obviously you can leave reviews at Trust pilot.
    • footyguy
    • By footyguy 10th Oct 17, 6:37 PM
    • 3,679 Posts
    • 1,462 Thanks
    footyguy
    Impossible to get through on the phone first time had to wait 75 minutes then was cut off, next day finally answered after 75 minutes, still watiting for call back to resolve issue, they never answer emails even ones to complaints. They virtually never call back either. The time waiting on the phone used to be around 45 minutes but the last couple of weeks is become around 80 minutes which is appalling. ...
    Originally posted by mr_accountant
    Last month you said the average waiting time on the phone was 35-45mins.

    My experience of Toto energy

    Signed up for switch on 12/5/17

    Rang up a couple of days before to check all OK for the switch, and found they had the wrong bank sort code ( I checked all details before submitting form)

    Still no bills, almost 4 months later, despite sending monthly meter readings

    Average time before phone answered: 30-45 mins

    Tried email, second one to complaints@totoenergy.com, still waiting for a reply on either

    Website designed by a 5-year old, maybe that’s being unkind to a 5 year old!

    Online meter readings don’t work

    Still not received cashback because Toto energy have not confirmed switch is complete to CEC

    Not recommended, no correct systems in place and very understaffed
    Originally posted by mr_accountant
    Having said that, I'm not sure I would have hung on that long just "to check all OK"

    How many times are you calling them?
    And why???
    • S0litaire
    • By S0litaire 10th Oct 17, 6:55 PM
    • 3,334 Posts
    • 2,107 Thanks
    S0litaire
    Been with them since march.
    Yup they take an age to reply to emails and calls, but, like most things, you get what you pay for.

    I'd rather have rubbish support I never need to use, than great support that's costing me a fortune...

    But that's just me.
    Laters

    Sol

    "Have you found the secrets of the universe? Asked Zebade "I'm sure I left them here somewhere"
    • mr_accountant
    • By mr_accountant 10th Oct 17, 7:01 PM
    • 624 Posts
    • 152 Thanks
    mr_accountant
    Last month you said the average waiting time on the phone was 35-45mins.



    Having said that, I'm not sure I would have hung on that long just "to check all OK"

    How many times are you calling them?
    And why???
    Originally posted by footyguy
    Actally take the time to read my post above correctly I clearly say it used to be 45 minutes, now it's taking over an hour, try for yourself see if you can speak to them quicker.

    Why am I calling because their stupid website does not work correctly therefore does not accept the metre readings therefore I have to ring them up to give them my metre readings, plus I'm still waiting some cash back which is I've not received due to them messing up. They are unable to resolve problems therefore I need to call not because I want to

    HAPPY NOW?
    Last edited by mr_accountant; 10-10-2017 at 7:04 PM. Reason: _
    • kevbev321
    • By kevbev321 11th Oct 17, 2:45 PM
    • 173 Posts
    • 541 Thanks
    kevbev321
    I switched back in September, and have also had a lot of problems getting in contact with them. When I finally got through to arrange my smart meter installation, they told me they do not have anyone in my area (Buckinghamshire) to do this and they are training more engineers! I'm still receiving bills from my old supplier too, not sure how this is going to end up. Thanks a million MSE.
    Comping on & off since 31/08/12
    I comp for fun... and to kill the boredom!
    • bobben
    • By bobben 13th Oct 17, 11:16 PM
    • 2 Posts
    • 0 Thanks
    bobben
    Still no contact from TOTO ENERGY
    To further compound my problem the energy provider I switched from now tell me that TOTO ENERGY will not confirm with them an opening meter read so they cannot issue me with a final bill. As my account with my previous supplier is in substantial credit they will not release this credit back to my bank account until the final read is agreed with TOTO ENERGY.
    I have used MSE energy club several times and have always found you excellent but as the saying goes “you’re only as good as your last game” and I’m afraid with including TOTO ENERGY YOU HAVE PLAYED A STINKER !!!
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