Toto Energy reviews: add your feedback

JulieDurrell

Was happy at first -seemed very friendly and efficient. But then the day to switch passed and nothing. I rang them and was told my switch had been cancelled. Said that a whole batch had been cancelled. Then a manager said that me and another customer had been accidentally cancelled and blamed human error. He said I would have to wait another 21 days to switch and when I complained said I would be compensated for the higher charge British Gas would now put me on in the meantime. I asked him to put this in writing. No emails or confirmation of switch were received two days later. I rang to cancel and complain. The guy I spoke to cancelled my switch but refused to look into what had happened, other than saying sometimes there’s a backlog with emails. I asked him to look into it. So he put me on hold for 5 minutes then when he came back just said that’s your switch cancelled. I said look I’m going to give Toto a bad review and I’m giving you the opportunity to defend the company and ultimately your job. I can see MSE are warning people about this company now so if I worked there I’d want to do my best to make sure the company keeps going. He just said nothing!!!!!! I was calm/not ranting but he just completely ignored me!!! 😂 Such a shame - back to one of the big six again now ☹️.

Marigold's_Daughter

Oh dear! - Your other posts mirror my own frustrating experiences with this dreadful company: electricity switched but not gas; direct debit details recorded incorrectly; impossible to contact the company by phone and emails ignored; several months down the line and no sign of a bill, etc.,etc. Thankfully my prevous supplier (OVO) went beyond the call of duty to sort out the gas switch and they used my smart meter readings in order to issue me with a refund because they've still not had the necessary information from Toto and can't, therefore, issue a final bill. Until this is sorted I won't, presumably, see the £35 cashback that was offered at the time that I applied to Toto - I'm not sure that I'll ever see it. Can't wait to leave them when my 12 months is up! I'll be straight back to OVO.

SheilaTheKat

I joined TOTO Energy just over a month ago and right from the beginning nothing went right. I used Money Saving Expert`s Energy Club to switch from my old provider. When I rang TOTO for the first time to check on the progress of the switch the man in customer service asked to confirm my details which I did and we agreed that I needed a smart meter for the tariff I wanted. I was in work at the time and arranged to ring back later to arrange an appointment for this. When I did I spoke to a lady and we discovered that the first guy I spoke to had taken all my details down wrong .. my name my phone number there were several errors. we corrected them and I arranged an appointment to have a smart meter fitted.

When the day came I had ran out of gas and electricity the night before and had tried to charge both with my TOTO top up cards the previous evening in several outlets without success. I wasn`t overly concerned about it because I expected my smart meter to be fitted that day but then the engineer cancelled. All day I tried to get through to TOTO waiting up to an hour on hold then being cut off without anyone calling me back. It was a nightmare thinking that I had no electricity or gas at that time, not even a way to charge my phone. When I finally did get through to someone I was told my top up cards were faulty and that I would be send some new ones and that the earliest opportunity to have another smart meter appointment would be in 3 months time. I was annoyed that would mean paying extra for another 3 months on a more expensive tariff just because the engineer canceled today, which had already cost me in lost working hours...

After a lot of pleading and explaining that I was without gas and electricity, the girl on the phone told me to ring a different extension ( which was another hour on hold) to try and get an emergency engineer out that night, to put emergency credit on my meter bear in mind it was coming up to 5pm and I was starting to panic. When I finally did get through on the extension I was given I spoke to a man who was friendly and helpful and told me he`ll send an engineer out within 3 hours to fit me a smart meter as an emergency tonight. That was a huge relief but in complete contradiction to what his colleague had told me would happen earlier.

The engineer came out and fitted the smart meter in the end, but he also told me that I still needed the top up cards and that the TOTO cards I was originally sent only work on the new meter not my old one which I was told they would. Not faulty after all then.

I had hoped that this was the end of my ordeal, however apparently I was never transferred to my new tariff so I was still on prepaid cards instead of the cheap tariff I originally signed up for with the Energy club. I spoke to someone in the live chat about this who said she had no record of a cheaper tariff for me and couldn`t put me on the tariff I requested. She also said she`d set up a direct debit for my prepaid cards until I speak to someone in the call centre about this, but she never did and to be honest some of her responses in the live chat were quite rude especially when they were written in capital letters.

So I rang customer service again and after a long wait I finally got through to someone who checked on her system and found no record of my application from the Energy club and the cheap tariff I requested. She tried to get me on a more expensive tariff but I insisted to be put on the tariff I initially signed up for. She said she could not authorise that and had to get a manager to ring me back. In the end it got all okayed, but there was really no need for the stress and worry I had to endure to get to this point.

PaulJM

What's really sad about this, and shows the consequences of these little companies setting up and not being able cope, is that people are being left without gas and electricity now.
I keep getting alerts from google, and it's from the reviews on Google for Toto.. A woman has posted on there, obviously thinking she's able to communicate with Toto, saying that she has no gas and electricity and is unable to get through to them, she says she has kids, and it was bloody cold last night.

Maybe it's her fault, but if that's true, she must be very desperate.. Personally I think we're creating a lot of potential issues here with these new companies doing it on the cheap.

Nick.F

I tried to switch to Toto, but I was told that they could not supply me with energy because my smart meter was installed by British Gas. British Gas told me that Toto was talking nonsense; Toto insisted that they could not supply me, so I went elsewhere for my energy although it was approx £100 per annum more expensive.

x194

Tread with care...

Initial problems:
They got my email address wrong
They registered a random house address to my account

Ongoing:
No smart meters available in my area. They advised I try again in "a few months"!!!
Online account features NO payment history

Maudysetter

I changed to TOTO Energy in September and everything went like clockwork. I receive a text each month advising me of my payment just before it is due to go out. However, the latest taxt informs me that the price has doubled. I only use electricity as we live in the countryside and my other fuel is domestic heating oil. I have been shocked to say the least as they are no longer cheaper then I was paying previously.

polymaff

Take care about that web address, you might get confused

http://www.toto.com/en/wtjapan/

or, maybe, not

Jack_-_TOTO_energy

Hello,

We at TOTO work hard to provide the best possible experience for all our customers. We're a fast growing company that prides itself on providing industry leading customer service and experience.

To keep on improving, we need the help of all our customers. We understand we don’t always get it right but are committed to continuously improve the level of service we provide.

We're currently fitting 10% of all the Smart Meters in the UK. Our ambition is to provide smart energy at smart prices through a simple switching experience. We're working hard to change and improve the way we look after our customers which we can only do with your help and feedback.

Our online Help & Support has the answers to a lot of questions you may have. Contact us via Livechat, Webform, Facebook, e-mail us at Customersupport@totoenergy.com or call us on 03332107070.

Should you want to make a complaint, e-mail us at Complaints@totoenergy.com, we’re always happy to help.

Thanks,

Jack – TOTO Customer Care Team

Marigold's_Daughter

Dreadful company to deal with. The switch did not go smoothly as they moved my electricity account on 12 June 2017 but not my gas one until I chased them up. They did nothing to help, told me to contact my previous supplier and eventually the switch was made on 7 July 2017 but my previous supplier has still not received the necessary data files from Toto to enable them to close my account so I am now registered with 2 gas suppliers! Impossible to contact them as they don't answer emails and they don't ring back as promised. It's now 29 Nov 2017 and I've still not had a bill from them, despite my requests for one. Their website is very basic and gives almost no useful information. This has been incredibly stressful and I really wish I'd not bothered to make the change. Will leave as soon as I can.