Toto Energy reviews: add your feedback

ashtonwn4

I was with TOTO, joined them in the end of Feb '18 then I get email saying I'm being pushed onto Utilita. No questions. Wouldn't mind so much if I'd been given the option to decline or change but 'No', just an email saying 'you're changing'. I'll keep an open mind but if OFGEN are involved then......well maybe it's not all good. Shame really as I tend to support the little guys.

jackywacky

PJKZDK wrote: »

I am now an ex-Toto customer having switched to Bulb in January however, due to some incorrect meter readings we mistakenly gave to Toto last year they will now not accept our final, correct readings for the account and claim that we owe a further £170. My new supplier has tried to resolve the issue with them and i have sent them chapter and verse with as much suporting evidence as i can to prove to them that i am not lying. They will not accept this from me and tell me that it must come from Bulb but, when they raise a complaint Toto reject it.
I am at a loss. They have been a problem from the day we started to use them, i've experienced all the issues other members have described, wrong DD, no customer service response, sudden unexplained price hike at the end of last year for 'winter fuel costs'; they are just a pain. Now i see they are off loading customers, thank goodness we had already moved.
I don't know how to resolve my problem now other than complaining to the ombudsman as it appears that Toto will not accept any evidence i try to give them.
I would seriously urge everyone to avoid this lot like the plague, they are really not worth the stress and also they lie about their pricing.

You could try...........
https://www.resolver.co.uk/

PJKZDK

Thanks Jackywacky I will give this a try, much appreciated.

System

PJKZDK wrote: »

I am now an ex-Toto customer having switched to Bulb in January however, due to some incorrect meter readings we mistakenly gave to Toto last year they will now not accept our final, correct readings for the account and claim that we owe a further £170. My new supplier has tried to resolve the issue with them and i have sent them chapter and verse with as much suporting evidence as i can to prove to them that i am not lying. They will not accept this from me and tell me that it must come from Bulb but, when they raise a complaint Toto reject it.
I am at a loss. They have been a problem from the day we started to use them, i've experienced all the issues other members have described, wrong DD, no customer service response, sudden unexplained price hike at the end of last year for 'winter fuel costs'; they are just a pain. Now i see they are off loading customers, thank goodness we had already moved.
I don't know how to resolve my problem now other than complaining to the ombudsman as it appears that Toto will not accept any evidence i try to give them.
I would seriously urge everyone to avoid this lot like the plague, they are really not worth the stress and also they lie about their pricing.

The gaining supplier has the Standard Licence obligation placed on it to manage all aspects of a transfer of supply. This includes getting the readings that you provided through the verification process. The verified readings are then passed back to the two suppliers to open and close your accounts. You should only be dealing with your new supplier.

If Toto believes that the verified readings are incorrect then provided the verified readings are outside given limits (1200kWhs for gas and 250kWhs for electricity), the losing supplier can initiate what is known as an Agreed Readings Dispute with the new supplier. However, if the verified reading for electricity is, say, 10000 and the losing supplier believes based on what it has on its database that the reading should be 10200 then that's just tough. The losing supplier HAS to accept the verified reading.

Why might the losing supplier be playing 'hard ball'? I will leave you to work that out for yourself.

My advice. raise a complaint against Bulb and remind them that they have a SLC which requires them to agree verified meter readings with the losing supplier. Knowing Bulb, they will be want to get this resolved. Similarly, if you have not had a Final Bill from Toto within the period up to 6 weeks from the date of transfer, then raise a written complaint against them for a breach of SLCs relating to Final Billing.

iwork4utilita

be aware that a lot of toto pre pay customers will be switched to utilita, possibly toto cant handle the amount of customers they have. if anyone is switched from toto to utilita and utilita ask them to have a utilita meter fitted, the price of their gas and electricity will go to utilita tariff which is higher

RuthieW

I was briefly a Toto customer but ended my contract early when they hiked the prices. I received no communication as to when my account would be closed so left my direct debit in place for a couple of months to ensure I did not owe anything. Unfortunately I eventually realised that Toto continued taking payments for 3 months after the contract should have ended as they did not close my account. I notified them of this in March and was advised that although it normally takes 28 days to process a refund, this would be escalated due the large sum involved. To date I have not received my money. I have been told by two separate advisers that my claim has been escalated but this has made no difference. Avoid this company as customer service is appalling and there appears to be no way of reclaiming any over payments!

televisionsover

Dire.

They have been an absolute nightmare to deal from from delays in setting up account access, to unavailable bills, unreadable 'smart' meters to the latest round of atrocious 'customer care' when I'd had enough and left them and wanted to leave. They didn't take my Direct Debit and then started threatening me! Needless to say, no written apology as promised...

Avoid!

Avoid!

Avoid!

televisionsover

Toto are DIRE!

They have been an absolute nightmare to deal from from delays in setting up account access, to unavailable bills, unreadable 'smart' meters to the latest round of atrocious 'customer care' when I'd had enough and left them they didn't take my Direct Debit and threatened me with all sorts of horrible consequences. They admitted that this was their fault, but needless to say, the promised written apology and confirmation of this never materialized...

AVOID!

AVOID!

AVOID!

DG_300

I have fallen victim to TOTO Energy, having now been waiting 5 months to resolve a switch issue with them. Looking into their methods (on here and Trust Pilot) they appear to follow a similar Modus Operandi. After signing up to what appears to be a good deal and recommended by MSE I stayed a year before switching (large price hike loomed) and the following actions commenced: Immediate increase to the DD by 50%. despite my having switched they took payment. (Their excuse was it was the bank not them, not my understanding of how a DD works). They deny having received a gas meter reading despite my new provider stating the contrary. This went on for several months. They now confirm receipt of this and claim the matter is now with the accounts dept. (Has been for weeks). Many others appear to be in a similar situation having hundreds of pounds owing to them. Given TOTO's actions appear to be on an industrial scale I have written to OFGEM to advise them of the conduct . There are no doubt many elderly and vulnerable people affected by this cynical behaviour. If anyone from the MSE site reads this would you kindly help us? I think we might need it..

veryangrywithTOTO

Have been trying for almost 12 months to get refund from TOTO - promised critical refund then changed their mind - they say they have gone to National Database (FEBRUARY , still waiting!!) - can't get thru on phone - get no call back - they refuse to supply hard copies of bills. Complained to Ombudsman -TOTO ignoring them so ombudsman asked me to deal with it!!!!!