Add your feedback on energy supplier Tonik

krish

Rainy1420 said:

Unfortunately I’ve had a pretty shocking experience with Tonik. Started back in January when I was going to switch to them but decided during the cooling off
period that I’d changed my mind. Let them know in good time but they didn’t action my request correctly (they fully acknowledged their mistake) and took over the electricity account whilst the gas was returned to my previous supplier. Long story short I’ve chased and chased to get the electricity raised as an erroneous transfer request, promised it’d be actioned but it hasn’t been to date. Complained formally and got a generic response and nothing since. I’ve now escalated to the Energy Ombudsman who are looking into it. I’ve not paid for any electricity in five months, I’ve tried to engage with Tonik but they just won’t action it. A very stressful experience that’s taken hours of phone calls now and chase emails. I would not encourage anyone to go with them, what a shambles! 

Had a virtually identical situation, except it was gas which didn't revert back to my previous supplier OVO along with electricity. I had cancelled with Tonik just 72 hours after signing up. I found telephone calls and email a complete waste of time. Publicly shaming them on both Twitter and Facebook led to action on their part, everything else ended up with lies/broken promises.

A couple of my public tweets, which led to private DMs (and, ... shock ... horror, a phone call from Tonik!!) and Tonik actually doing what they were supposed to ...

https://twitter.com/krish72/status/1260497634718031872

https://twitter.com/krish72/status/1275723820201136131

Dual fuel supply fully reverted back to OVO and I've finally been able to make a switch, to a reliable supplier this time!!

Rainy1420

Krishna great approach there, it’s been a painful experience and tonight I’ve heard from my current supplier that Tonik have lifted their objection and are releasing my supply back to Octopus. I’ve given the Ombudsman so much evidence, I get the feeling the heat from them has got things moving. Let’s see if it actually happens! I’ve read some people haven’t even been asked for final bills. Who knows what’s going on with Tonik but they are, by far, the most inefficient and deficient energy company I’ve ever dealt with! 

Rainy1420

Apologies Krish, my phone autocorrected to Krishna  😁

reefer37

Tonik just keep getting better.hahahahahaha
so left tonik on (27th jan) due to poor rates and poor customer services.
took them 3 months to send what I thought was final bill in April. All paid up. Wrong final readings but assume because there billing system is beyond a joke.
the today’s see £25 taken out of my account from tonik. Turns out they have I hope this is a final final bill (says closing reading) on bill. No email no info they sent or where taking this payment or been told of final bill. Logged onto tonik and there it was 6 months after I left a final bill. Find this very poor as don’t log into there website as not been with them for 6 months.
very poor customer service again from tonik. Lucky it was not a big payment

Mabel2012

reefer37 said:

Tonik just keep getting better.hahahahahaha
so left tonik on (27th jan) due to poor rates and poor customer services.
took them 3 months to send what I thought was final bill in April. All paid up. Wrong final readings but assume because there billing system is beyond a joke.
the today’s see £25 taken out of my account from tonik. Turns out they have I hope this is a final final bill (says closing reading) on bill. No email no info they sent or where taking this payment or been told of final bill. Logged onto tonik and there it was 6 months after I left a final bill. Find this very poor as don’t log into there website as not been with them for 6 months.
very poor customer service again from tonik. Lucky it was not a big payment

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier/

"You should get your final bill from your old supplier within 6 weeks. If it takes longer than 6 weeks, you’ll automatically get £30 in compensation from them"

6 Months is an unreasonable time for a final bill. Call the ombudsman to find out what you should do.

You can contact the Energy Ombudsman by calling 0330 440 1624 or visiting their website www.ombudsman-services.org  or www.citizensadvice.org.uk/consumer/energy/energy-supply.

MWT

Mabel2012 said:

reefer37 said:

Tonik just keep getting better.hahahahahaha
so left tonik on (27th jan) due to poor rates and poor customer services.
took them 3 months to send what I thought was final bill in April. All paid up. Wrong final readings but assume because there billing system is beyond a joke.
the today’s see £25 taken out of my account from tonik. Turns out they have I hope this is a final final bill (says closing reading) on bill. No email no info they sent or where taking this payment or been told of final bill. Logged onto tonik and there it was 6 months after I left a final bill. Find this very poor as don’t log into there website as not been with them for 6 months.
very poor customer service again from tonik. Lucky it was not a big payment

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier/

"You should get your final bill from your old supplier within 6 weeks. If it takes longer than 6 weeks, you’ll automatically get £30 in compensation from them"

That part doesn't apply to switches that happened before 1st May...

Mabel2012

MWT said:

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier/

"You should get your final bill from your old supplier within 6 weeks. If it takes longer than 6 weeks, you’ll automatically get £30 in compensation from them"

That part doesn't apply to switches that happened before 1st May...

Sorry, I didn't realise. Was there a time limit before May this year. 6 months is a very long time. I think he should contact the Ombudsman or Citizens Advice.

marts_

Awful customer experience - really regret switching to this company.
Started a dual fuel switch on 13th April and it's still not complete (4th Aug). Tonik first took just the Electricity and not the gas, thus loosing us our dual fuel discount and tariff benefits at both ends. After waiting hold on for a long time on hold they said they didn't know why that had happened and that I should contact my old supplier instead. The old supplier said they hadn't received the switch request. At this point I raised a formal complaint and a request for compensation - which has been completing ignored.

After a further four phone calls and now nearly four months since the start of the switch they are due to take over the gas today.... but.. lone behold they put us on a more expensive tariff than we signed up. Looks like I'll be back on hold for a while this morning.

ppppenguin

I started a switch to Tonik earlier this year via MSE cheap energy club. Tonik had been one of the better regarded small suppliers so I had no worries. If I'd done more research I would have found they were rapidly going up **** creek without a paddle.

Similar experience to @marts_ Electricity switched, but gas never did. Several attempts to contact and complain but basically Tonik was in meltdown as far as I could see. Possibly on the verge of going bust. As a precaution I suspended my direct debit and told Tonik why I was doing so. I don't want to be owed money under these conditions. I needed to get away from the expensive gas tariff that I was left with after the expiryof a fixed term deal with EDF and transferred to So Energy who were giving me the best decent deal at the time. I received an automatically generated "56 day" email from Tonik (surprised that their systems are working well enough to do this) and launched an Ombudsman complaint. The process is very simple. So far I have given my evidence and Tonik have added theirs. Basically all they've said is that they were having system problems. Understatement! I've asked the ombudsman to rule that Tonik should allow me to leave without fees or hindrance and pay me £100 compensation. So far Tonik have offered £50, no hindrance and an apology. I should get the adjudication sometime this month.

Switching is portrayed as easy and convenient. I've done it many times (MSE tart that I am) and found problems more than once. We all know what happened to Iresa. I've also had my readings mysteriously altered by the "data collector" who operates in a totally unaccountable way. I now photograph the meters for each reading so I have evidence in case of dispute.

Good luck to all those having grief with Tonik. Another energy company that will probably join Iresa and a couple of others  and be history by the end ofthe year.

krish

Guys, as I posted earlier, just shame them on Facebook and Twitter, it really works
 - the best use of social media imho, as the consumer's best friend!

You've realised by now that phone calls and emails do not work with these liars. They only took any notable action when I made an issue out of it with public tweets and Facebook posts (just one of each - I didn't go all crazy stalker). When they didn't respond to a later private twitter DM in a timely manner, I publicly tweeted again and they were most apologetic, phoned me and were back on the case (half a day of Tonik blanking me was enough, especially as they'd previously replied to DMs in minutes at the time of the earlier public tweet). I'm now free of them.

You can keep phoning and emailing
 - but you know that (totally made up) quote of Einstein's on the definition of insanity