Toto Energy reviews: add your feedback

Brigshaw

AVOID ToTo Energy at ALL costs!!!
I've just finished a nightmare 12 months with Toto, wrong meter readings, increased Direct Debits, difficulty in answering phone calls, emails NEVER replied to. TERRIBLE Company!!
I've just transferred to another supplier and had to take Toto to Court using the small Claims procedure to force them to reply and refund my overpayments.
And ...... when I transferred away guess what - they Overstated the closing reading despite me and the new company agreeing the actual with photos. Disgraceful.

Marshall_01

I joined toto energy oct.2017 both utilities i thought it wasnt until.i had unexpected bill from.eon that i realised after long time trying to contact them i got to speak to someone they said there was a problem with previous supplier yet they had taken the gas sane supplier.they took a full dd payment they did in dec give me half back.they sent me nail saying my dd was reducing in jan which appeared to be the summer payment anyway they then wanted more money so we settled for the same dd payment monthly.all was going well im in credit enough to cover at least 1 months dd.they sent me nail re price increase and there collections depmnt sent mail wanting an.extra months payment.i was i credit i tried to call them no answere.i had mail saying i was reaching 1st anniversary i had until date to change tarrif as it no longer existed.or swap supplier.i decided to change.i mailed them they mailed me back saying we know your leaving but dont cancel your direct debit it will adjusted for your final bill
I was in credit they took full payment not an adjusted 1 making me further in credit.my usage was less than my dd.so why did they take a payment i wonder.i called them i got through after long waits.i was told the payment was taken for winter payment boost.im not with them so why would they want it.ive tried to call them no answer re my credit refund my advice is stay well away

AJMurrayUK

Toto are an excellent example of how badly to run a challenger energy company. Summary below of the continuing saga:
- I sign up for the annual plan where I pay the full £1500 in advance.
- They take the £1500 payment
- Next month, they take another £1500 via direct debit
- After 35 mins waiting on phone I get through to them, they apologise but can't send money back so I have to phone bank and cancel
- During this process it transpires I received no welcome pack, and the website is broken so I for a good few weeks I cannot look up any details on tariff etc. on that. Another 25 mins waiting on phone.
- A few months later, out of the blue, I receive a demand for an overdue bill
- A few days later, I receive a reminder for a seriously overdue bill and threatening with referral to debt collection agency
- After another 20-30 mins waiting on the phone, they apologise again, apparently there were two accounts created under my customer number. They put the money in one and sent the bills to another.
- I received a bill today with 4 "actual" readings, none of which can be true. The gas reading is for one several hundred cubic metres too high (current reading is below both the actual reading).

I am going through their complaints process and will be escalating to the ombudsman. I am not sure if they are systematically trying to defraud me or just hopelessly incompetent.

Andrew

Joca316

Had similar issues to many other responders to this thread. This company is breathtakingly incompetent, and highly likely to be going under soon. Anyone who has access to basic company credit checking software (many options out there on the web, I think you can pay as little as £4.99 to check up on a companies public accounts) will be able to see that their latest filed set of accounts is massively worrying. I would guess that they will be the next supplier to go into administration.

I'd suggest anyone still waiting for a refund to really step up with their calls etc because once they go under we'll get nothing. I've filed a complaint with the ombudsman and requested a subject access record from Toto so I can evidence what info they have on my account but I am now convinced that they have purposely over debited customers and are withholding refunds for as long as possible to try and rectify their woeful cash flow issues.

Mister_G

Joca316 wrote: »

I'd suggest anyone still waiting for a refund to really step up with their calls etc because once they go under we'll get nothing.

Not true. Your money is protected by the OFGEM SoLR scheme.

Joca316

Mister_G wrote: »

Not true. Your money is protected by the OFGEM SoLR scheme.

Ok, well that's good news - I'll look up the SoLR scheme, but do you know if that definitely covers ex-customers who are trying to get a refund for a credit balance?

Mister_G

It certainly worked for me when GB Energy went under and recently Iresa. Co-op refunded my GB energy credit and Octopus refunded my Iresa credit.

twodogron

I was a customer with Scottish Power for over 14 years and never went into a debit situation with my Dual Gas and Electricity Account.
Foolishly in October I changed supplier to ToTo Energy as a result of a persuasive cold caller at the doorstep.
After a lengthy discussion he assured me that since I was currently over £200 in credit with Scottish Power my monthly DD would be the same (£78/mth) with ToTo Energy.
We have a smart meter fitted and closely monitor our consumption and have not yet exceeded our monthly DD payments and are currently over £100 in credit with ToTo Energy, yet, today have received an email from them after only two months supply advising us that they want another £155 on or by the 17th Dec to avoid me going into a negative account situation.
I find this kind of behaviour from my Energy Supplier very patronising and offensive since I have never allowed myself to go into Debit situation with any Energy supplier.
I have today advised ToTo Energy if they take any extra charges from my Bank without my explicit authorisation whilst I am clearly in a credit situation I will take this very seriously and most likely switch..........rather than be dictated to over my ability to look after my own accounts.
Has anyone else received this email from ToTo Energy ?

Sharon_Thornton

quested a refund on 18 December from TOTO and was told it would take 28 working days. Still no refund and after three phone calls (where I waited 45 mins each time to get through to an advisor) they are still not able to tell me when I will get my refund. I am owed £726 And they don't seem concerned this has caused me extreme financial hardship.
The reason I stopped my direct debit and switch to payment after billing was even though they were informed I was massively in credit they still kept taking direct debit amounts that increased the amount they owed. Even after converting to payment on billing and being assured no further direct debits would be taken they still took another payment again adding to the money they owed me. Also even with smart meters installed they still kept estimating my bills. I keep hearing my refund has been escalated including that it has been given to management to resolve. God knows when I'll get my refund. Dreadful experience.

Steve_Jesic

Toto should be closed down ASAP, the more of us who complain to switching sites demanding that they do not promote toto on their sites, the less new customers toto will have to rip off and hopefully will go out of business