Toto Energy reviews: add your feedback

System

Overthetop wrote: »

Moved to them from B. gas. When I bought the place.
I was aware that the house had a smart meter but was told by an engineer these often don't work with other companies. I was away when I went across to Toto so could not give meter readings.
Got the email stating that I would pay more during winter months, this didn't bother me.
However last week got an email requesting I take a meter reading. I did not know how to do this as it has the smart thing on the front.
I phoned Toto and they said no worry we will fit a new meter on Monday and take your meter readin then.
I stayed in Monday from 1-5pm no one arrived to fit new meter or to read the meter. On Tuesday I received a bill via email which did not state whether it was an estimate or a meter reading.
I will loose money but today I decided to leave a company that blatantly lies

I would never allow any supplier to remove a meter without having first checked the meter reading on the meter that is being removed and, for that matter, checking the opening meter reading on the new meter immediately after it has been installed. Without those two readings, the consumer has no way of disputing any future bills.

colderuk

A quick update to my original post. They have sent through my final bill and it looks fine.I've have sent back what they requested and will wait to see if the money is refunded.

I just want it all over and done with.

Stephen_Grimm

Quite honestly this is a cheap and nasty company. Our advice would be to keep well clear.

We joined Toto a year ago and had to wait until we decided to leave before they paid the joining bonus. We were told towards the end of last year that they were going to charge more during the winter months and less in the summer. When there was a strong response from customers they backed down and said they had cancelled the plan, only to charge us the new high winter rate. This was at the point when we had switched and we are expecting it to be returned, however they have taken a further payment despite having left them with no refund as yet. They say it is because they have not recieved our final meter reading, clearly they do not need 2 payments from us to cover possible slight adjustments! Their staff are pompous and rude and customer service is the worst we have experienced.

polymaff

I finished with Toto in mid-January. Looking back, I saved a bit of money on what was a competitive tariff. I spent more time than I should have on the phone - but probably no more than I've spent sorting out Scottish Power et al in the past.

As for a recommendation, I think Toto have saved me the time and effort required. Their current offerings are so far down the CEC listings that you're at significant risk of RSI just scrolling down screen after screen to find them.

Incidentally, I never had much trouble getting through - never more than 8 minutes - or spoke to other than competent staff. This covers the six calls I had to make after giving notice of leaving. True, they never rendered a final bill I agreed with - and only issued them when requested by me - but each call did result in timely responses.

Worse things happen. Maybe my new supplier will be better - or worse.

jackywacky

colderuk wrote: »

A quick update to my original post. They have sent through my final bill and it looks fine.I've have sent back what they requested and will wait to see if the money is refunded.

I just want it all over and done with.

I finished with Toto on 28th December and started to pay my new supplier.
Toto took further payments on 2nd Jan and today 2nd Feb.
Just had a quick look at my final energy bill and immediately spotted they've charge me for exit fees even though they said they wouldn't. It says I should contact them for a refund.
Before I do that I shall certainly scrutinise the bill for other errors.
Awful company

jackywacky

jackywacky wrote: »

I finished with Toto on 28th December and started to pay my new supplier.
Toto took further payments on 2nd Jan and today 2nd Feb.
Just had a quick look at my final energy bill and immediately spotted they've charge me for exit fees even though they said they wouldn't. It says I should contact them for a refund.
Before I do that I shall certainly scrutinise the bill for other errors.
Awful company

I've just checked my final bill and the gas/electric and standing charges are correct. However they've charged me 2 exit payments totalling £20 that I shall ask to be removed.
Also they've taken another monthly payment not included in the bill so I shall ask for that back as well.
Are they incompetent or hoping I wouldn't notice?

polymaff

jackywacky wrote: »

I've just checked my final bill and the gas/electric and standing charges are correct. However they've charged me 2 exit payments totalling £20 that I shall ask to be removed.
Also they've taken another monthly payment not included in the bill so I shall ask for that back as well.
Are they incompetent or hoping I wouldn't notice?

You left the DD active after your switch date???

mr_accountant

From my experience they are totally incompetent so i don't thick there are clever enough to hope you don't notice

ive recievd a final bill (after complaining on trustpilot) and sure enough the bill they sent includes £20 of exit fees which should not be there.

i cancelled my direct debit after leaving (i don't trust this lot) and i have been proved correct as they appear to keep taking the money post exit from other customers

they only owed my £33 so not the end of the world but i have contacted them to refund the £20 exit fees and send the money via bank transfer or cheque.

i will see if they reply, BTW if they never reply (very common) leave a 1 star review on trustpilot, they reply very quickly to that.

rmt299

I did exactly the same once they announced the increase. Switch date 4th Jan 18.
DDfrom Toto and new supplier taken from account in Jan and Feb. I contacted my new supplier regarding the lack of a first bill (to check opening readings) and they did not have a gas meter reading? As TOTO installed a smart meter in July this seemed unacceptable.
My gas meter was not registered on the system at change-over so TOTO estimated the final bill. ESTIMATE A FINAL BILL??? which had me £124 in credit. A lot of people would have accepted this, especially the Elderly who wouldn't understand the bill.
After 2 days discussing the matter, TOTO finally logged my gas onto their system and came up with the actual reading!! I calculated my final bill and after speaking to a TOTO rep he eventually agreed with my calculations. He actually had to hand work the calculation. My final bill was actually £246 in credit which was immediately paid into my account,(the only thing TOTO got right). How can a company get their calculation so WRONG and how can someone enter ESTIMATED READING into a final bill??? I am still awaiting the call back from a TOTO senior manager regarding the matter, I suppose it will never come! To add insult to injury the gas meter has still not been added to the national data base so my new supplier still cannot find the opening readings to calculate my bill!!

System

rmt299 wrote: »

I did exactly the same once they announced the increase. Switch date 4th Jan 18.
DDfrom Toto and new supplier taken from account in Jan and Feb. I contacted my new supplier regarding the lack of a first bill (to check opening readings) and they did not have a gas meter reading? As TOTO installed a smart meter in July this seemed unacceptable.
My gas meter was not registered on the system at change-over so TOTO estimated the final bill. ESTIMATE A FINAL BILL??? which had me £124 in credit. A lot of people would have accepted this, especially the Elderly who wouldn't understand the bill.
After 2 days discussing the matter, TOTO finally logged my gas onto their system and came up with the actual reading!! I calculated my final bill and after speaking to a TOTO rep he eventually agreed with my calculations. He actually had to hand work the calculation. My final bill was actually £246 in credit which was immediately paid into my account,(the only thing TOTO got right). How can a company get their calculation so WRONG and how can someone enter ESTIMATED READING into a final bill??? I am still awaiting the call back from a TOTO senior manager regarding the matter, I suppose it will never come! To add insult to injury the gas meter has still not been added to the national data base so my new supplier still cannot find the opening readings to calculate my bill!!

Hi - welcome to the forum. A few points on your post if I may. Firstly, under the terms of its Licence, the gaining supplier manages all aspects a transfer of supply. Part of the transfer process is to ask you for meter readings which then go to an independent industry partner for verification. Once verified, these meter readings are passed back to both suppliers to open and close your accounts. It is not unusual to see a Final Bill with a meter reading with an annotation of 'E'. Secondly, as a transfer of supply can take up to 35 days from the application to switch it is pretty normal to end up paying two suppliers for a month. Any overpayments will be included in the Final Bill credit.

Clearly, the meter reading verification process may change once meters are no longer supplier dependent and there are more of them deployed.