Add your feedback on energy supplier Tonik

namb

Switched end of February, no final statement no refund. Their excuse is computer issues. Luckily cancelled DD. Will register with Ombudsman when 8 weeks up. May try Resolver.

Ginger123456789

They were ( past tense) very good. I just don’t see the positives in their current strategy: no public statement on their billing issue - no response to emails - poor customer service in general. They have gone from a score of 5 out of 5 to 1 out of 5. Why? 

ColinB

The billing system seems to be getting back to normal, I now have up-to-date statements. They've used the meter readings submitted during the hiatus (without being prompted) although the most recent one is estimated because they're still not sending reminders and I forgot. Bizarrely, the latest statements include only charges and interest credit, they do not include the regular DD payments. This has obviously been included in the calculations because my Live Balance looks about right so I'm not concerned, it's just not itemised on the statements. I've asked why, but I don't anticipate getting an early answer. 

grumpycrab

Ginger123456789 said:I just don’t see the positives in their current strategy: no public statement on their billing issue

No bill for a quarter of a year.  Guessing.... they've had an equipment or service provider failure of some kind and situation is irretrievable (data loss or hack which they've declined to pay off).  Looks like bills are being generated manually.

firsttimebuyer2017

Stopped receiving statements in late December 2019. Emails were not replied to when we raised it.  Looking at Trustpilot reviews there are numerous 1 stars with significant billing issues. It is obvious the company is posting fake reviews to try and maintain its rating. 

Switched to another supplier on April 3rd. Zero communication from Tonik since then including no final bill.  sent an email informing them of our switch and our expectation that £142 credit (according to their system which cannot be trusted) should be refunded within the 8 week period or it will be raised with the Energy Ombudsman. Again, we got no reply. 

How there hasn't been an intervention by Ofgem at this stage is beyond me. 

inspectorperez

firsttimebuyer2017 said:

Stopped receiving statements in late December 2019. Emails were not replied to when we raised it.  Looking at Trustpilot reviews there are numerous 1 stars with significant billing issues. It is obvious the company is posting fake reviews to try and maintain its rating. 

Switched to another supplier on April 3rd. Zero communication from Tonik since then including no final bill.  sent an email informing them of our switch and our expectation that £142 credit (according to their system which cannot be trusted) should be refunded within the 8 week period or it will be raised with the Energy Ombudsman. Again, we got no reply. 

How there hasn't been an intervention by Ofgem at this stage is beyond me. 

Here is OFGEM's standard form of response.
"We note and appreciate your concerns regarding financial stability of suppliers in the market.
You may be aware that in October last year Ofgem published its Supplier Licensing Review,
to ensure that appropriate protections are in place against poor customer service and
financial instability. You can find more information about this consultation, which closed in
December, on our website here ."

What better form of reassurance could a customer have

"lip service", "not fit for purpose", "not proactive enough", only interested in Big 6", "useless". Take your pick!!

nergelag

My account information contains nothing other than saying I'm massively in credit (nice if it was true) - no statements, no information.  It won't accept meter readings but they e-mail me saying I haven't submitted any readings.  I've e-mailed, messaged from their website and tweeted but no replies from any of these sources after nearly 30 days or trying.  Customer service seems to be non-existent.  Tariff is due for renewal - ironically it won't even let me do that - says it can't retrieve data!!!   Have better things to do with my time - I'm moving to another supplier.  Liked them when I first moved, but I'd advise to steer well clear.

Alison_Cross

Hi, just thought I'd add my voice to the current criticism.  We were with Tonik for 2 years and had no problems - good customer service contact when we needed it.  Moved from Tonik to People's Energy on 17th of February and am still waiting for final bill and refund of over £350 sitting in credit in my account.  I know that the billing system was being replaced, but this is now getting ridiculous - and at a time when we all need to be getting as much money back in our pockets as possible.  They promised to sort it out for us 'within 14 working days' over 20 days ago.  Am so disappointed as they had been really good - clearly not coping at the moment  

linniestorm

Ugh, I've also had some credit refund issues.  Left them last Sept to move to another supplier and all seemed well.  I logged in to my account in Dec to make sure all closed down and noticed a credit balance of about £90 so got in touch to request refund.  Was told that the verified readings at the end of my account provided by my new supplier were wrong (gas) and missing (electric), so I'd have to go through an 8 week dispute process. 
I've had problems getting a large credit balance back from tonik before (it took 2 months and 15 emails) so I gave up with it being christmas. 

Checked with my new supplier beginning of Feb and they had those opening readings written on my account, which didn't match tonik's info, so how they received the initial wrong info in the first place I have no clue!   Asked my new supplier to send the details to tonik which they said they already have, so prompted tonik that they should now be able to produce my final bill and provide the refund, cause let's face it, who doesn't need the cash right now, I know i do!), that was about four weeks ago, no response from tonik.  So that's my feedback, relieved I left when I did from other's experiences.

Smokieno1

linniestorm said:

Ugh, I've also had some credit refund issues.  Left them last Sept to move to another supplier and all seemed well.  I logged in to my account in Dec to make sure all closed down and noticed a credit balance of about £90 so got in touch to request refund.  Was told that the verified readings at the end of my account provided by my new supplier were wrong (gas) and missing (electric), so I'd have to go through an 8 week dispute process. 
I've had problems getting a large credit balance back from tonik before (it took 2 months and 15 emails) so I gave up with it being christmas. 

Checked with my new supplier beginning of Feb and they had those opening readings written on my account, which didn't match tonik's info, so how they received the initial wrong info in the first place I have no clue!   Asked my new supplier to send the details to tonik which they said they already have, so prompted tonik that they should now be able to produce my final bill and provide the refund, cause let's face it, who doesn't need the cash right now, I know i do!), that was about four weeks ago, no response from tonik.  So that's my feedback, relieved I left when I did from other's experiences.

Energy Ombudsman is only way...