Add your feedback on energy supplier Tonik

Geoff_W

Update to my post on 13 April...
After much badgering I got a final bill on 23 April showing I was £209 in credit. I have been trying to get that back since, with numerous emails and even a 'Signed For' letter to the MD. None of this elicited a response. Eventually I had to resort to raising a complaint with OFGEM which, to their credit, started the case on 27 May. On 2 June, Tonik refunded the £209 back to my current account. Result!

bagand96

Geoff_W said:

Update to my post on 13 April...
After much badgering I got a final bill on 23 April showing I was £209 in credit. I have been trying to get that back since, with numerous emails and even a 'Signed For' letter to the MD. None of this elicited a response. Eventually I had to resort to raising a complaint with OFGEM which, to their credit, started the case on 27 May. On 2 June, Tonik refunded the £209 back to my current account. Result!

Are you not entitled to £30 compensation too? https://www.ofgem.gov.uk/publications-and-updates/customers-entitled-automatic-compensation-switching-problems-1-may

Mabel2012

Geoff_W said:

Update to my post on 13 April...
After much badgering I got a final bill on 23 April showing I was £209 in credit. I have been trying to get that back since, with numerous emails and even a 'Signed For' letter to the MD. None of this elicited a response. Eventually I had to resort to raising a complaint with OFGEM which, to their credit, started the case on 27 May. On 2 June, Tonik refunded the £209 back to my current account. Result!

Well done. I'm very jealous.

I'm still fighting my Tonik battle that started with my one incorrect electric dials meter reading in the middle of their billing system upgrade and was compounded by the lack of statements for three months and topped off by six wildly different statements, Three in April and three in May. You wait three months for a statement and then six come along. At one point their experts read the meter the same as me (photos supplied for their interpretation) and told me it was going backwards. They arranged to have the meter replaced but lockdown stopped that.  A month later I supplied a further photo of the meter and it had advanced.  They now say it's correct but have not corrected the statements and expect me to continue providing photos. The expenditure/charges range from £14 to £350 and my direct debit was only £45 - this was the projection when I joined them from Bristol Energy and was a bit less than I had been paying. They recently told me my direct debit was increasing to £85. I warned them not to amend the DD until the billing is sorted to my satisfaction. I am now in credit by £75, that was once a massive debit. On my last email communication I asked them to prepare new statements using the photos supplied of the now 'not faulty' meter.  I supplied the last photos and entered the readings on my account on 31 May but a statement has not yet been prepared. 

I have changed tariff twice since I joined them over a year ago and I don't know how to start calculating the charges. I don't trust Tonik to do it accurately and wonder if there is an energy watchdog that would be prepared to help.

Annie32162

Been with Tonik for almost 2 years and up to now no complaints. But they have recently emailed me to say they are increasing my dual fuel monthly payments even though my account is in credit. I have tried to contact them about this, and about the fact that the cheapest alternative tariff shown on my recent statements doesn't appear to be listed among their available tariffs, but I've received no response. Not happy and would switch provider if it weren't for the £60 exit fee.

MojoRising

I started a switch with to Tonik on 17 March via MSE Energy Saving Club & here I am live with Tonik but still being supplied out of contract for 2 months by my old utility company who are as baffled as me.  My switch has gone through according to Tonik & MSE & I have an online account with Tonik but I am billed and pay my previous supplier.  3 emails and 2 phone calls to Tonik & I am at a loss as to what to do.  All in all I've had nothing but stress, no communication of any value from Tonik & unnecessary costs because of being on the standard tariff while I'm in limbo.  I have never had a problem before and Tonik have been nothing but problems, the information given over the phone doesn't match with what's happened or I'm told they will put that through for me now and nothing happens.  Appalling service that I now need to try to escape by bringing in another supplier and trying to switch over to them.  Wish me luck and please save yourself a lot of hassle and go elsewhere, Tonik are anything but a tonic; they are more a headache.

Gerry1

Check who is really supplying you.  For gas, it's https://www.findmysupplier.energy/webapp/index.html

For electricity, use https://www.powercut105.com/findoperator to find out who is your DNO, then go to your DNO's website to find out who is your electricity supplier.

If neither is Tonik, cancel the DD and switch to the new supplier(s) of your choice, noting that separate suppliers may be cheaper than dual fuel.

Geoff_W

bagand96 said:

Geoff_W said:

Update to my post on 13 April...
After much badgering I got a final bill on 23 April showing I was £209 in credit. I have been trying to get that back since, with numerous emails and even a 'Signed For' letter to the MD. None of this elicited a response. Eventually I had to resort to raising a complaint with OFGEM which, to their credit, started the case on 27 May. On 2 June, Tonik refunded the £209 back to my current account. Result!

Are you not entitled to £30 compensation too? https://www.ofgem.gov.uk/publications-and-updates/customers-entitled-automatic-compensation-switching-problems-1-may

Very probably, but after getting back the outstanding credit, I'm not sure I can be bothered with the extra hassle. 

Brian88839

I've just switched from Tonik to Octopus (effective from tomorrow). I was going to switch to another tariff with Tonik, but they never replied to my queries and then I read all the back feedback here!

I am in credit with them, and I'm sure they'll take another payment from me this month anyway unless I cancel the DD.

Just wondering if anyone here cancelled their DD and was able to arrange their refund through other means? Has anyone had a refund from them recently without going through ofgem?

Thanks

Brian

Brian88839

One more question...

Tonik have already locked out my online account. How have other people who have switched away received their final statement?

Telegraph_Sam

I cancelled, temporarily, my D/D before the credit went ballistic and it came back into balance.  I suspect there was something owing to them when I switched to Octopus, but because I have been unable to log into my Tonik Space, there is no way of knowing! To those who have been hard done by I would say take action via the Citizens Advice Bureau (reference earlier in this thread) and / or Birmingham Trading Standards office. There is always the Resolve service as someone suggested earlier.