Add your feedback on energy supplier Tonik

Kat78MFW

I have been with Tonik for about 3yrs now and, like others, all seemed good until end of the 2019. The billing issues on my account were resolved around the end of March, showing that we were leaving the winter with a large credit balance. I emailed them on 4th April requesting a refund of the credit balance and a reduced DD. I have previously been happy leaving a large credit balance on my account for the 3% interest but I have been increasingly nervous about this given the comments on here.
I had an email reply from them on 17th April and, after some toing and froing, where they had a far higher prediction of our annual electricity use than my records would predict, they agreed to reduce my direct debit and refund a significant amount of my credit balance. To my surprise, the refund arrived in my account today!

JenniS

I was with Tonik for about 2 years and in general was happy with their service. 

However I switched away from them for a better deal elsewhere, leaving in mid December 2019. I contacted them in late January as I hadn't received a final bill. Like others have said I was told this was due to the change in billing system and my final meter reads hadn't been put in the new system. After multiple phone calls getting nowhere, I raised a complaint with them in mid March. 

I heard from a complaints manager at the start of April who provided a manual calculation of my final bill and agreed I was about £140 in credit. Her calculation used the wrong starting meter reads. I pointed this out, but accepted an initial partial refund whilst awaiting my final bill of £130, which I have now received into my bank account. 

At the end of April she is now suggesting I should accept her revised manual calculations, accept not receiving a final bill, close the complaint and she will refund the outstanding amount. However this doesn't take into account the interest on my credit balance since December (I'm aware this is probably about £1.60 but it's the principle, and is more than I'd get from a bank). I can't decide whether to ask for the interest to be added to the calculation and then accept her offer; or to say I'd like to wait for an official final bill. The cynical side of me thinks she's just trying to close the complaint. 

They are trying to resolve my problems, but there must be some major problems at the moment in this company. Hopefully they will improve again as I do like the principles they have of 100% renewable electricity and until December I had no problems with them.

Ken68

Back to normal with me, other than having to log on to see the statement rather than have it e-mailed.

grumpycrab

Wow - statement produced - first for 4 months; is this now a manual process?

maborouk

Latest for me is that I got an email asking for readings but no email saying that Bill was ready. This used to happen within minutes of me confirming actual readings online. I now find the Bill is in my online account five days after my readings have been entered. 

Telegraph_Sam

Email received stating that my final setlement bill could be viewed from the website - but I am still having the "There appears to be an error with your account" block when I try to log in, which I have been experiencing for months now. I wonder if the system has lost my log in details.

inspectorperez

Telegraph_Sam said:

Email received stating that my final setlement bill could be viewed from the website - but I am still having the "There appears to be an error with your account" block when I try to log in, which I have been experiencing for months now. I wonder if the system has lost my log in details.

Left in February, received final bill and refund of credit balance.

Funny thing is, I can still log in and see dashboard, all archived bills etc when I drill down. I'm still recorded as a customer and my next bill is due sometime this month!!!

Wonder if you might have more success trying to log in using another browser?

I suspect that this company's customer accounts are now in quite a mess following their well publicised and I guess still ongoing computer system migration. Even with a large population of customer accounts though, you would think this is a task for a small dedicated team to validate all customer records and purge where necessary.

Telegraph_Sam

Yea, I could change browser (Chrome), ID, password ... you name it. But I have brought the problem to their notice more than once by email and until / unless they reply then I think it is down to your "small dedicated team" to sort out, particularly if they are looking for some £££'s from me ..

Gandru

I used them several years ago and they were fine. 

I've recently left them after 2 years, mainly for price reasons, but the billing has been obtuse and erratic in that time.  Several times they refunded and re-charged (once for a whole year) on a statement, for no obvious reason.  It often took an hour of interpretation with the spreadsheet to understand the figures (though never why), because some things like the dual fuel discount had to be inferred as they were not explicitly stated.  Ultimately, I never felt that I had been over-charged, so didn't contact them. 

I've been able to log into my account throughout their system changes/problems, and mostly been able to view statements, but with some delays. 

I have been charged for gas since 23/03/20 by them and the new supplier, but I don't know yet whose fault that is, or to what extent the lock-down is causing problems/delays at all links in the chain. 

MallorcaMike

Currently on our second tariff with Tonik. Apart from wide variations on the DD, things went well until early this year when they seemed to be having computer system issues. The system would not accept that we were even a customer and would not take our meter readings. On the plus side (perhaps!), they also stopped taking DD payments.  Attempts to contact them were totally frustrating and when we finally did get in contact, they promised a lot but did very little. After 4 months, we have finally got the meter readings up to date, but payments have still not been taken, no updated statements have appeared, and the balance showing in their system is completely wrong.  Recent attempts to get them to get their collective fingers out have produced no action at all.  We are working on switching away, but wonder what will happen when we press that button.