Toto Energy reviews: add your feedback

rmt299

Firstly your point about the meter readings requested from my new supplier: they requested readings and received the electric meter reading (which was incorrect on the TOTO final bill),
but TOTO could not supply gas readings as they had not entered the meter in their system. I would expect this request would make them aware they were not collecting readings from my gas meter!!
Secondly the change of supply was instigated on the 3rd Dec 2017???

colderuk

I was told my my final bill refund would be in my account in 10-14 working days.
This has now passed and I have yet to recieve the money, I guess I will be chasing them for a while now.

System

rmt299 wrote: »

Firstly your point about the meter readings requested from my new supplier: they requested readings and received the electric meter reading (which was incorrect on the TOTO final bill),
but TOTO could not supply gas readings as they had not entered the meter in their system. I would expect this request would make them aware they were not collecting readings from my gas meter!!
Secondly the change of supply was instigated on the 3rd Dec 2017???

You have misunderstood the point that I was trying to make. The independent third-party that verifies meter readings on a transfer of a supply does not have to agree with the meter reading that you provided. It may well decide to change it. The changed meter reading will appear on your Final Bill and new account with an 'E' annotation. The important thing to check is that the two suppliers have used the same reading to open and close your accounts.

Why are meter readings verified on a transfer?

1. People misread the meter; particularly, some of the older dial meters.

2. People are away or just do not bother to supply a meter reading.

3. When people switch to a higher priced tariff, they are often lie to save a few pence.

I do not understand your point about Toto and gas readings. Your new supplier should have asked you to take a manual meter reading. For what it is worth, a supplier reading your smart gas meter has nothing to do with meter registration per se. I suspect that it is down to the fact that until the meter is showing on the National database they do not upload the meter details to their billing system. They should though still be able to access a reading.

pocketslint

I just had a guy cold calling in the Glasgow area, trying to tell me that Toto were the company installing smart meters and that Toto would not charge me for this, the inference being that another company would.

Regardless of which company you wish to switch to, you would be advised to wait for the new generation of meters as the 1st gen meters do not allow you to switch and retain the full usage of the smart meter. It will need to be 'dumbed down' thus requiring meter readings etc.

jackywacky

polymaff wrote: »

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

As I've not had problems with previous switches with other companies yes I left the DD active.
Seemed like a good idea at the time as I thought they'd use my bank details to refund me, obviously not!
Lesson learned.

I'vebeenconned

AVOID, AVOID, AVOID THIS DREADFUL COMPANY.

You will very likely find that the switch goes well but after that it is downhill all the way. I forgot, they also appear to be good at collecting your money and increasing your direct debits in a very short time, despite the fact that you have paid them a month in advance. I nearly forgot, likewise they also seem good at finding ways to hold onto your money after you leave them, as reviews have shown, there are lots of people waiting for refunds.

A word of warning if you have just switched:

1. Check your tariff in the welcome pack and make sure it is the same as the one you applied for. (I found out too late mine was different and not fixed as I thought with free exit fees!)

2. VERY IMPORTANT. If you are having a smart meter fitted, photograph the reading on your old meter before they take it out. They are trying to say I used nearly 12 months KWh electricity in the 7 weeks between them taking over my supply and having the smart meter fitted! It has caused a lot of problems and they are doing nothing about it other than sending me brief emails to say it is being looked into. When I had the smart meter fitted the engineer told me he was taking a photograph of the reading but despite asking them to send it to me by attachment more than once they are ignoring my request. Better still if you have any sense don't have one of their smart meters, the daily amount registered on mine was more than I ever paid British Gas.

3. Make sure your smart meter records the history of what you have used and whether you are in credit or debit. Mine only recorded daily use and went back to zero at the end of the month.

4. Be aware that if you switch again your new energy company may not be able to read your smart meter. Now I have switched I am having to get on my knees in a small dark space to manually read the meter. Not easy when you are in your seventies with poor mobility!

5. Keep an eye on your account and make sure they keep an up to date record of your usage and bills. I had no bills in the 7 months I was with them and no record of whether I was in credit or debit. I still have not had any bills despite asking for them weeks ago. I have had to work my own bills out to get an idea of how much they owe me. I cancelled my direct debit as they owe me over £100 and I could not afford to pay two suppliers while they take their time to sort things out.

6. Keep an eye on your online account after you have switched to another company. They are now recording my usage daily even though I switched to another company a month ago. They did not record it when they were my supplier so why record it now I have left them? Are they doing it so they can charge me I wonder. Luckily I have learned my lesson and have photographs of my meter readings when I handed over to the new company.

7. Don't recommend them to people until you have been with them at least 6 months and are happy with everything.

8. If they treat you badly go to the C.A.B., complain to the Ombudsman. Let everyone know what kind of company they are. There are plenty of places to leave reviews. Write to the newspapers and your M.P. Tell people on social media how they have treated you. They don't seem to care, why should we care. I have read reviews where they left a family with children freezing on Christmas day with no power! I read one review last week where a lady said she had no power for days and felt like killing herself. She followed it up by saying 'honestly'. How can this be allowed to happen? I have read one today from a lady who was very concerned about her 85 year old Dad, who has heart trouble and he was getting very stressed because of the way he has been treated.

9. If you need to contact them, email rather than write. You will have a record of any correspondence should you need to go to the Ombudsman. Also you will not be left sitting holding your phone for an hour waiting to get through or even three hours as one lady recently wrote.

10. Be prepared for sudden increases with your Direct Debit. A few months after they took over my gas and electricity they put my direct debit up by £30 a month despite having taken a months payment in advance, but as there was nothing on my online account to say whether I was in debit or credit I did not know why. Very soon after that they wanted to start taking winter fuel payments, which would have been another big increase, then very soon after they hiked their gas and electricity prices.

11. Read all of the reviews you can if you are thinking of switching to them. Don't be misled by the star rating of a large popular review company like I was. If you look closer you will see that people who have only just switched are being asked to give reviews by Toto. They give five stars because Toto seems to make sure the switch goes well. PLEASE READ THE REVIEWS OF PEOPLE WHO HAVE BEEN WITH THEM A FEW MONTHS.

I hope you find this advice useful. It is the first time I have switched energy company for twenty years and dearly wish I had not done it as I am financially worse off rather than saving money. I am now with Octopus who have been brilliant so far. They answer emails promptly and explain everything clearly in a friendly way. My online account is clear and kept up to date. I have yet to find out if I am saving any money with them but if I am happy with the service and they do not put the new tariff too high at the end of my contract I will be staying with them and not switching again. My experience with Toto has completely put me off ever switching again unless I have a bad experience with the one I have now. I think it must have made many people feel the same. If I have to switch again it will be back to British Gas for me. The experience I have had with Toto has opened my eyes so much and made me lose trust with all companies associated with energy.

It has taken a block out of my time and caused me a lot of stress. I have put in an official complaint and will be taking the matter to the Ombudsman in a few weeks if they don't give me accurate bills and sort out the meter reading on my old meter. I will be finding out if I can obtain interest on the money they are holding onto. Good luck if you switch to them.

x194

I am saddened to see that I am not alone in waiting for my refund.

Like others, Toto Energy incorrectly charged me a fine for leaving. Whilst they have now updated my final bill, it is now more than three months since I cancelled the service and they still owe me a substantial amount of money.

I have launched a formal complaint and will be going to the energy ombudsman if I don't get my money back.

talynxia

TL-DR - Cheaper than most, but their abysmal customer service, response times and lack of actioning meter installations and sending out final bills isn't worth it.

Switch-over was smooth enough; no issues, gave them readings and started saving.

First irk came when not even a week after we switched, we were informed of the price hike. Still, it was still much cheaper than others, so we stuck with it.

Called in November to request Smart Meters, was told it would be a week before I heard back. It wasn't until February (a week before we were moving out and AFTER I'd already called twice to close the account) that we heard back asking if we still wanted them.

Had to close account due to moving out. Could not get through to their agents over a week to pay the remaining £15.00, with no online payment options. Wait times in excess of over 45 minutes with only Toto: Africa as the hold music...

Overall, a nice idea and very promising, but left very disappointed. I would rather pay a little more and be with a great-service company.

polymaff

talynxia wrote: »

... First irk came when not even a week after we switched, we were informed of the price hike. Still, it was still much cheaper than others, so we stuck with it.

Could not get through to their agents over a week to pay the remaining £15.00, with no online payment options. Wait times in excess of over 45 minutes with only Toto: Africa as the hold music...

Really? The price hike here took Toto from best to 82nd place on the CEC comparison site.

Never had any problems getting through - but you need to choose the right telephone option - and there is, well was in January, an online final payment option. (allpay)

jackywacky

polymaff wrote: »

you need to choose the right telephone option - and there is, well was in January, an online final payment option. (allpay)

I've been following all the TOTO threads and don't remember reading about this before.
Wish I'd known as its been 3 months and I've still not received my refund.