Add your feedback on energy supplier Tonik

grumpycrab

I don't understand why Tonik get a 3.7 MSE Customer Service score

It's not unusual for mse feedback to lag behind reality for a few months. There are other things going on.  And you should always use more than one source of info when researching stuff with financial implications.

mcwebster

Honestly, I wish I'd read this rather than go on the MSE customer rating on its swapping service. My experience has been very poor, they haven't requested my gas be swapped over despite my receiving an email saying it has. Having held numerous times for over 10 minutes on the phone, I sent them two emails to which I haven't received a reply a week on. Yesterday, I held on the phone for 30 minutes and finally got an answer, the customer service operative didn't have the power to do anything to help me out, said she couldn't reverse the swap because it was outside of the 14 day cooling off period, I would argue it's not because you haven't swapped me, and their complaints department will take another fortnight to get back to me. In the meantime I'm paying a direct debit to both my previous supplier and Tonik, I'm just hoping this gets sorted out. In short, very poor, avoid Tonik at all costs

DW989

I switched from Tonik in March. Still waiting for a final bill. Reading the comments here, it could be some time before I get a final bill. They are sitting on about £100 from which the final bill of about £60 is due. 

maxreturns

Tonik - utter shambles.

I have been with them a number of years but since Dec 2019 something bad has clearly happened there. If you look at complaint statistics, they have sky rocketed. Customer support seems to have disappeared.

1) Their IT system has been in chaos since Dec 2019 so no statement now for 6 months. What would you do if your bank hadn't given you a statement for 6 months!??Totally unacceptable, about time the Government or regulator stepped in.

2) I am now £237 in credit so should really be getting my DD reduced. Despite it now being the summer when usage drops significantly, Tonik emailed me telling me they need to put my direct debit up by 60% from £45 to £73. They gave me 5 days notice they are doing this, which is too short notice, knowing full well there is no way I will be able to stop it in time because they don't answer phones and email support is non existent. So yes they've now taken the £73 from my account. Sharp practice to raise funds to stop them going under I assume. Totally unacceptable and no justification for raising my DD as they've tried the same thing for the last 4 years and I've stopped it. This time with only 5 days notice and no way of contacting them I couldn't! About time the Government or regulator stepped in.

3) They are meant to reply to complaints within 2 days. It's now been 6 days since I formally complained, no response at all. I have complained here, on Facebook, I have sent emails to the emails addresses they provide namely social.feedback, hello, member.feedback and payments - NO RESPONSE AT ALL. 

Sooo many people having the same issues as me. Tonik don't care.

Also look at the 370 + and rising comments on their 9th April 2020 post on their Facebook account - sooo many very angry people complaining.

Is this not something Martin can raise for us all as they don't seem to reply to their customers?

inspectorperez

There are some very serious allegations being made about this company on Trustpilot. It does not say much for the company's modus operandi or integrity that on the face of it, it appears not to insist that Trustpilot remove them particularly when it is a subscriber to the Trustpilot business service.

mpa91

My experience with Tonik - switched away from them in March 2020 and, whilst I eventually received a final bill and do not have an outstanding credit balance, I have no idea who is supplying my gas since the switch. I did a dual-fuel switch to Eon, and whilst the electricity is now on supply with them, gas isn’t. They have advised me that Tonik cancelled the switch. And yet Tonik show me as not being on supply with them, have issued me with a final bill, and have not responded in over a month now to any emails. Despite all of this I do still, for now at least, have an active gas supply!

bagand96

Nothing really to add other than I'm in the same boat as many here and on Facebook etc.

Switched to a new provider in January.  Tonik didn't produce a final bill until April (and I'm not actually sure it is a final bill) and haven't yet refunded my credit balance. Not replying to emails.  Just waiting now to take it to the Ombudsman.  Shame, they were a good provider with decent tariffs and service - but they screwed up their billing and accounts system in December/January and since then the wheels have well and truly come off.

Gerry1

mpa91 said:

I have no idea who is supplying my gas since the switch.

https://www.findmysupplier.energy/webapp/index.html

mpa91

Gerry1 said:

mpa91 said:

I have no idea who is supplying my gas since the switch

Thank you, I had tried this previously but my address could not be found. It has worked this evening however and shows my supply as being with Tonik. So to my understanding, I am still with Tonik but they have issued a final bill and are no longer billing me...

robbsafc

Well I attempted to switch to Tonik at the start of April 2020. Towards the end of April I received a confirmation stating that my energy was now being supplied by Tonik. However they had only transferred my Electricity, not my Gas supply despite signing up for a Dual Fuel account. I have emailed customer services without a single response other than an automated acknowledgement. I have subsequently emailed the CEO of Tonik as well regarding the matter. He is just as ignorant, not even acknowledging my communication. I had selected a read and delivery receipt for the emails sent, so I know they had them. After 5 weeks of trying to get Tonik to advise what is going on regarding the transfer of my Gas supply I've had enough. I have just initiated transfer to another supplier of my Gas and Electric. In my opinion they shouldn't be operating as they have no customer service in place

Avoid Tonik Energy at all costs, they cannot deliver a service.