Tonik Energy - prices higher than estimated

hubb

Well I switched to Tonik a couple of months ago due to the good prices and reviews. The Amazon vouchers also came through as promised. So Far so good.

My only gripe is their very vague and quite frankly nonchalant customer service chat. 4 times I had to re-connect as I kept getting cut off during my very slow response from their agents. I queried my unusually high estimate from an online reading I gave, especially now I am using less energy with a recent thermostat, new rads fitted. The response (when it eventually came) was very vague as if they were unsure themselves. I was told they would raise a ticket to get my bill corrected but to me the service seems very ameateur. Even now after ending chat I am not confident of how accurate their billing system is. My live balance is showing I am in debt but I know my consumption and it is way off. The agent told me to give it a couple of months to see what is what (no idea what that means as I thought a meter reading would kind of give them an idea) Again, very vague.

I understand they are a new company but I do not feel confident I am getting an accurate estimated from my readings. In fact, I am considering switching again.

hubb

Just me then

System

hubb wrote: »

Well I switched to Tonik a couple of months ago due to the good prices and reviews. The Amazon vouchers also came through as promised. So Far so good.

My only gripe is their very vague and quite frankly nonchalant customer service chat. 4 times I had to re-connect as I kept getting cut off during my very slow response from their agents. I queried my unusually high estimate from an online reading I gave, especially now I am using less energy with a recent thermostat, new rads fitted. The response (when it eventually came) was very vague as if they were unsure themselves. I was told they would raise a ticket to get my bill corrected but to me the service seems very ameateur. Even now after ending chat I am not confident of how accurate their billing system is. My live balance is showing I am in debt but I know my consumption and it is way off. The agent told me to give it a couple of months to see what is what (no idea what that means as I thought a meter reading would kind of give them an idea) Again, very vague.

I understand they are a new company but I do not feel confident I am getting an accurate estimated from my readings. In fact, I am considering switching again.

How on earth do you expect your energy supplier to know that you have got a new thermostat and radiators (even if these were to make a significant difference)? Suppliers do not have a crystal ball and they base their estimated projections on past usage held by the Data Collectors based on actual meter readings.

I replaced an old boiler earlier this year and my usage has dropped considerably. I provide my supplier with a couple of actual meter readings per month and, as time passes, I can see the estimated annual consumption dropping on each monthly statement.

Does it matter? In truth, it doesn't. I will only pay for the energy that I use at the agreed tariff rate.

Switching suppliers is not going to change anything. What is needed are actual meter readings and the passage of time to update what are known as the Estimated Annual Consumption (electricity) and Annual Quantity (gas) figures held on file for your property.

All that said, most suppliers will revise your bill if you provide an actual meter reading.

Raxiel

Hengus wrote: »

Does it matter? In truth, it doesn't. I will only pay for the energy that I use at the agreed tariff rate.

[STRIKE]Given all the controversy about Tonik lately, I'm not sure that's a given for OP. That said, they're probably better off with Tonik overestimating consumption before the price goes up![/STRIKE]

Edit: Confused Tonik with Toto ignore me.

hubb

Raxiel wrote: »

Given all the controversy about Tonik lately, I'm not sure that's a given for OP. That said, they're probably better off with Tonik overestimating consumption before the price goes up!

I did say that I gave them an ACTUAL reading, it's not an estimate.

System

hubb wrote: »

I did say that I gave them an ACTUAL reading, it's not an estimate.

The piece of the jigsaw that you appear to be concerned about is Tonik’s estimates. As I said in my earlier post, their computer will use the EAC and AQ figures that industry provided them with on switch.

For example:

Quote: When you join OVO, we check your details on a central database that includes a list of energy records for every address in the UK. This database provides your Estimated Annual Consumption (EAC) for your electricity and Annual Quantity (AQ) for your gas.

It’s based on all the readings from your home over the past two years, so it gives us an accurate picture of how much energy you’re likely to use in a year. Unquote

You will be billed on your actual usage. Changes to the EAC and AQ take time to work through the system which is why most suppliers review your monthly DD payment at the 6 month point in a 12 month contract. Estimates are based on the AQ and EAC and the supplier’s monthly percentage usage algorithm.

I sense that you will struggle to get them to reduce your DD outwith the review date.

Should the supplier become insolvent, your credit balance is now fully protected.

Pier

Raxiel wrote: »

Given all the controversy about Tonik lately, I'm not sure that's a given for OP. That said, they're probably better off with Tonik overestimating consumption before the price goes up!

What is the controversy about Tonik Energy? I haven't heard any and a quick search on this board didn't find anything. Are you confusing them with TOTO Energy which was in MSE news yesterday?

hubb

Hengus wrote: »

The piece of the jigsaw that you appear to be concerned about is Tonik’s estimates. As I said in my earlier post, their computer will use the EAC and AQ figures that industry provided them with on switch.

For example:

Quote: When you join OVO, we check your details on a central database that includes a list of energy records for every address in the UK. This database provides your Estimated Annual Consumption (EAC) for your electricity and Annual Quantity (AQ) for your gas.

It’s based on all the readings from your home over the past two years, so it gives us an accurate picture of how much energy you’re likely to use in a year. Unquote

You will be billed on your actual usage. Changes to the EAC and AQ take time to work through the system which is why most suppliers review your monthly DD payment at the 6 month point in a 12 month contract. Estimates are based on the AQ and EAC and the supplier’s monthly percentage usage algorithm.

I sense that you will struggle to get them to reduce your DD outwith the review date.

Should the supplier become insolvent, your credit balance is now fully protected.

I don't mind overpaying DD as I get cashback in my Santander account.

Raxiel

Pier wrote: »

What is the controversy about Tonik Energy? I haven't heard any and a quick search on this board didn't find anything. Are you confusing them with TOTO Energy which was in MSE news yesterday?

Yes, yes I am.

That'll teach me for being a smart-!!!!!

NineDeuce

A tariff that comes through with Amazon vouchers is never the best tariff....