Add your feedback on energy supplier Tonik

inspectorperez

Brian88839 said:

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

In a word "yes".

I moved to Octopus for a more competitive tariff at about the same time as Tonik started to fall apart with customer service and accounting. I calculated my own final bill which confirmed I was in credit and then awaited confirmation from the new supplier that I was on board as their customer. As soon as this was received, I cancelled my direct debit.The reason I cancelled my direct debit was because I was confident that Tonik would take another payment. Reading much anecdotal evidence from other ex customers, this is precisely what they do!

Tonik did "try it on", by sending me an email informing me that as I had breached the conditions of my tariff, they would be transferring me on to their variable tariff. I pointed out that the contract had in fact terminated before any alleged breach had occurred and requested my final bill and refund. A final bill was eventually received and it was indeed correct (that in itself is worth something from this organisation).

Weeks later and after a "campaign" on my part in publicising their pathetic (IMO) administration verging on deliberate maladministration, I received my refund by means of direct payment into my bank account. You do not need a direct debit mandate in place for such a refund payment to be facilitated.

I did not use OFGEM or Resolver.

Word of warning though, my tale has been criticised by other forum members because it did not follow the industry protocol of working towards a solution with OFGEM and receiving compensation. All I can say is, it worked for me and it hastened my solution, as well as relieving the stress despite not receiving any compensation

Hope this helps!

Geoff_W

Brian88839 said:

One more question...

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

After my switch, Tonik did not close my account. I have always been able to access it and see the balance. So when the final statement arrived 6 weeks after switch, I knew what my final balance was.  That was how I knew they had repaid the outstanding balance because it went to zero. Evan now, I can still access the account. 

ColinB

I thought they were slowly getting back to normal, having had reminders about meter readings and been able to submit them. But this morning: "Error with your account. There seems to be an issue with your account and you are not able to log into My Tonik Space."
Just me?

inspectorperez

The last half a dozen or so reviews made on Trustpilot in the last few hours give a reasonable clue about the current state of play with Tonik.

Brian88839

ColinB said:

I thought they were slowly getting back to normal, having had reminders about meter readings and been able to submit them. But this morning: "Error with your account. There seems to be an issue with your account and you are not able to log into My Tonik Space."
Just me?

I'm getting that same message. Perhaps it is coincidental that it happened at the time of my switch.

Brian88839

inspectorperez said:

The last half a dozen or so reviews made on Trustpilot in the last few hours give a reasonable clue about the current state of play with Tonik.

As do many of the recent negative employee reviews on glassdoor

https://www.glassdoor.co.uk/Reviews/Tonik-Energy-Reviews-E1934601.htm

Brian88839

inspectorperez said:

In a word "yes".

I moved to Octopus for a more competitive tariff at about the same time as Tonik started to fall apart with customer service and accounting. I calculated my own final bill which confirmed I was in credit and then awaited confirmation from the new supplier that I was on board as their customer. As soon as this was received, I cancelled my direct debit.The reason I cancelled my direct debit was because I was confident that Tonik would take another payment. Reading much anecdotal evidence from other ex customers, this is precisely what they do!

Tonik did "try it on", by sending me an email informing me that as I had breached the conditions of my tariff, they would be transferring me on to their variable tariff. I pointed out that the contract had in fact terminated before any alleged breach had occurred and requested my final bill and refund. A final bill was eventually received and it was indeed correct (that in itself is worth something from this organisation).

Weeks later and after a "campaign" on my part in publicising their pathetic (IMO) administration verging on deliberate maladministration, I received my refund by means of direct payment into my bank account. You do not need a direct debit mandate in place for such a refund payment to be facilitated.

I did not use OFGEM or Resolver.

Word of warning though, my tale has been criticised by other forum members because it did not follow the industry protocol of working towards a solution with OFGEM and receiving compensation. All I can say is, it worked for me and it hastened my solution, as well as relieving the stress despite not receiving any compensation

Hope this helps!

I've cancelled my DD and I expect them to owe me only ~£15 on the final bill, however long they take to get that out. It's good to know in advance what sort of response I can expect from them, so thank you!

It's great that ofgem have brought in compensation for late refunds, but it is a bit meaningless when suppliers are free to take months to produce a final bill. Hopefully ofgem will eventually bring in a required time-frame for providing final bills.

Gerry1

Brian88839 said:

It's great that ofgem have brought in compensation for late refunds, but it is a bit meaningless when suppliers are free to take months to produce a final bill. Hopefully ofgem will eventually bring in a required time-frame for providing final bills.

They have.  It's now six weeks, with £30 compensation if they fail.

BHILLARY54

I was with Tonik for 3 years but when I left 6 months ago they owed me quite a bit of money and I still haven't got it back. Nor would they give me a final statement for Jan 2020. You can no longer ring them unless its an emergency, so they are using the  pandemic as an excuse not to provide customer service it seems. Am taking it up with the Ombudsman, since I get no response from Tonik. It's put me off switching energy companies tbh.

Ginger123456789

ColinB said:

I thought they were slowly getting back to normal, having had reminders about meter readings and been able to submit them. But this morning: "Error with your account. There seems to be an issue with your account and you are not able to log into My Tonik Space."
Just me?

Nope not just you. I have been able to access my account up until today and now I am getting the Error With Account message. I have a Smart Meter and I did think that this was why I could access my account. ( no evidence for this thought just a thought). I have been able to print off my monthly meter readings.