Toto Energy reviews: add your feedback

FreeBear

https://www.ofgem.gov.uk/publications-and-updates/compliance-note-toto-energy - An early indicator that this shower of a company might be going the same way as Solarplicity ?

brewerdave

FreeBear wrote: »

https://www.ofgem.gov.uk/publications-and-updates/compliance-note-toto-energy - An early indicator that this shower of a company might be going the same way as Solarplicity ?

That was 15 months ago??

FreeBear

brewerdave wrote: »

That was 15 months ago??

Damit... Didn't notice the date.

But why let an inconvenient detail get in the way.... Toto customer (dis)service sucks, and I have just had another chat session where they rolled out the same excuse. Namely, "We don't have all the information from Solarplicity, but will have it at the end of the week". Heard that three weeks ago....

EnergyRookie

FreeBear wrote: »

Toto is turning out to be an absolute shower of a company. I had that "Welcome to Toto" email and promising that my Solarplicity tariff would remain unchanged. The minute I found the unit & standing charges would see my annual bill increase by 50%, I initiated a switch.

New supplier has attempted to take over three times so far, each time Toto has raised an "objection". Each time I have had to ring Muppet Central in Brighton (a.k.a. Customer (dis)services) and have been given an assortment of excuses.
Excuse No.1 - OFGEM rules say you can not switch for 21 days. Crap, no such rule.
Excuse No.2 - We don't have all the meter details from Solarplicity yet - Not my problem, get it sorted.
Excuse No.3 - Our system automatically raises an objection and we can not override it - bølløcks. Every system can be overridden. Fix it.

Fortunately, I never had a DD set up with Solarplicity, so if Toto somehow manage to dip in to my account, I will take it up with the fraud dept. at my bank. Haven't had a bill from either Solarplicity or Toto in the last two months, so just waiting to see what ballsup they make of billing.

According to the MSE article written when news of this first broke,:

If your account's being moved to Toto Energy, you'll become a Toto customer between 2 August and 9 August – you'll be told the exact date of your switch in your email from Toto.

and

A Toto Energy spokesperson said: "We want to assure the customers who are moving to Toto that their energy supply is secure and we are protecting their credit balances. Their current tariff and terms and conditions will not change as a result of the move."

But if you do want to switch, then:

If you're being moved over to Toto Energy but you don't want to become a Toto customer, you CAN leave penalty-free, even if you're on a fixed deal.


Toto says it's waived exit fees for former Solarplicity customers on fixed tariffs – and if you're on a standard variable tariff, you'd be able to leave penalty-free anyway.

If you are being blocked from switching for reasons other than permitted by Ofgem (usually because you are in debt to your supplier) then I suggest in the first instance you follow the suppliers complaint procedure, and demand compensation if the delay means you end up seriously out of pocket (e.g. because a tariff you apply for is from a new potential supplier is withdrawn whilst a switch request is being unreasonably blocked by your current supplier)

FreeBear

Not in debt to Solarplicity - When they email an invoice, it is paid within days.
Having read SLC 14, I do not meet any of the exemptions or conditions preventing a transfer. If anything, it confirms my stance that Toto is unreasonably blocking a transfer.

OFGEM stipulates that a supplier must not unreasonably delay a switch and the process must be completed within 21 days of a request being made.

PublicVoidMain

I have had exactly the same issue as several have described above.

I was on the variable rate tariff at Solarplicity and was involuntarily moved across to TOTO.

They sent an email reassuring me that the tariff at TOTO would match that at Solarplicity. However, that is not true.

Solarplicity:
Standing charge - £0.1293/day - electricity
Standing charge - £0.069/day - gas

TOTO:
Standing charge - £0.236 / day - electricity
Standing charge - £0.258 / day - gas

I contacted them to try to rectify this but got nowhere.

Even worse, their Sunderland (I think) call centre repeatedly called me and tried pressure sales tactics to get me to accept one of their lock-in tariffs.

I explained the situation to them, and they variously claimed:

* They "could not" honour the deal as they had promised, because it was too cheap and that's why Solarplicity had gone under "to be honest, mate".
* The promise was only that you would be transferred onto an equivalent tariff, variable onto variable. Not that the price would be honoured in the strict sense of the word.

Multiple times that they called me and I said I was busy, they tried to keep me on the phone; I just had to hang up to get rid of them. Very annoying, hectoring and passive-aggressive sales staff.

I had to wait a while before leaving because my credit was lost in the ether somewhere for a month or two. Their website still doesn't acknowledge my credit, but one of their customer service reps did, and I'm praying I manage to exit the company without further hassle and nonsense.

I would suggest people avoid this company.

FreeBear

PublicVoidMain wrote: »

They sent an email reassuring me that the tariff at TOTO would match that at Solarplicity. However, that is not true.

* They "could not" honour the deal as they had promised, because it was too cheap and that's why Solarplicity had gone under "to be honest, mate".
* The promise was only that you would be transferred onto an equivalent tariff, variable onto variable. Not that the price would be honoured in the strict sense of the word.

I too have this price "promise" in a welcome email. I fully expect them to honour it once they produce an invoice using the correct tariff. If they persist in issuing inflated bills, I'll file a complaint with OFGEM and wait for TOTO to take me to court. If they want to go down that route, I'll file a counter claim for compensation over them frustrating & blocking a switch.

Also busy leaving negative reviews on sites like TrustPilot, and elsewhere.

nlurkin

We have been bought by Toto Energy from Solarplicity beginning of August. They informed us of this only 3 days before the switch (on Friday, with the switch on Monday) in such a way that we could not object (in their "Welcome" email they anyways say that if we're not happy with that, we only have to put up with it as there is nothing we could do to prevent the switch).

We have been trying since then to switch to another provider without any success. When calling them they keep lying to us, saying that we are free to change provider whenever we want. But this is obviously not true as they keep objecting to the switch. Their reason vary depending on the operator we reach on the phone, and most of the time they claim it's not their fault.
Now we are trying simply to terminate our contract with them but they request a tenancy agreement to do so (which we don't have since we are the owner). I think they are just trying to do whatever is in their power with unreasonable requests to prevent us from switching.
In addition they owe us more than 200£ and we are not able to make them refund it. When we call them they claim it's not the right service and redirect us to another service, which claims it's the first service that deals with refund.

So in clear, if you want to avoid problems, stay away from this company at all price! They make it impossible for you to switch to another company afterwards. Very dishonest. I'm really !!!!ed at them and there is nothing I seem to be able to do to get rid of those thieves.

bristolleedsfan

https://www.scottishhousingnews.com/article/ofgem-orders-four-suppliers-to-pay-14-7m-in-renewables-obligations

FreeBear

nlurkin wrote: »

I'm really !!!!ed at them and there is nothing I seem to be able to do to get rid of those thieves.

I'm going to make a complaint to the Energy Ombudsman later this week after having yet another switch blocked by these clowns. On top of their objections to a switch and using the incorrect tariff, I note that they've been trying to charge me for cubic feet gas consumption when the meter reads in cubic metres - Nearly three times the cost !