Problems with TOTO Energy

dogshome

Well, well wavelets, I'm glad you have so much faith in the 'system'


I suspect that those Customers who have in-credit Final Bills from Toto and are still waiting payment months later take a different view - at least if they waste their time on a letter they will establish a firm paper trail for the debt that the administrators cannot deny.



The customers with the biggest problems are those to whom the administrators will issue a Final Bill - Read the posts - God help them

Mrbigfeet

I left Toto in January 2018. They took a payment from my direct debit in Feb so I cancelled it. They have since been trying to final bill me for over £300 based on estimated gas readings from the previous meter they removed in Nov 2017 when they fitted their own "smart" meter. It seems they were not "smart" enough to record readings from the new meter until after I had left them. They are still disregarding this reading and claim that I gave them their last reading, from a meter that was removed two months earlier? Despite promises of resolving the matter nothing has changed for nearly a year.
Can anyone suggest what I can do? I need to finalise this as I am about to change supplier again, if they will let me.

System

Mrbigfeet wrote: »

I left Toto in January 2018. They took a payment from my direct debit in Feb so I cancelled it. They have since been trying to final bill me for over £300 based on estimated gas readings from the previous meter they removed in Nov 2017 when they fitted their own "smart" meter. It seems they were not "smart" enough to record readings from the new meter until after I had left them. They are still disregarding this reading and claim that I gave them their last reading, from a meter that was removed two months earlier? Despite promises of resolving the matter nothing has changed for nearly a year.
Can anyone suggest what I can do? I need to finalise this as I am about to change supplier again, if they will let me.

Hi - welcome to the forum. Have you actually raised a formal complaint against the supplier or just left it to run? If you were providing your supplier with actual meter readings then the Data Collectors will hold all the historical data. What you do next depends on whether a complaint has been made - and when?

Mrbigfeet

How do you raise a formal complaint? They wrte smart meters so I thought (silly me) that I did not need to submit readings!

System

Mrbigfeet wrote: »

How do you raise a formal complaint? They wrte smart meters so I thought (silly me) that I did not need to submit readings!

You follow the supplier’s complaints’ procedure which you should find on the supplier’s website. They have up to 8 weeks to respond to your complaint. If you are not happy with their response, you can escalate your complaint to The Energy Ombudsman for review/resolution. The reason that I asked whether you had already made a complaint is because the opportunity to escalate a complaint is time limited. You have to refer a complaint to The Energy Ombudsman within 9 months of the original complaint, or no later than 6 months of receiving a deadlock letter from the supplier.

Everton1961

I finished my contract with them in November 2018 and provided my final readings in good time. It took weeks before the final bill arrived showing I was owed over £360. Expecting this to come by return I received nothing so tried to contact them by phone. no reply just endless ringing. I then contacted them by email on the 4th Jan and got a holding response to say they would respond within 5 working days. Today, 23rd Jan I had a reply saying as I hadn't requested a refund it wasn't going to be made but now that they had received my email a refund would be made but would take up to 28 days!. I replied querying this and they said it would be in my account 28 days from now, three months after I ceased to use their services. I would add that the refund was made bigger by them taking £160 out of my account a few days before the contract expired funny that!!!!

brookheather

Toto Energy were due to file their annual accounts by this week but today have filed an extension of their accounting period by an extra 6 months. This seems to be a desperate measure by the company to avoid reporting a massive loss and negative capital position. How long before Ofgem step in? The negative reviews and reports of non payment of credit balances are piling up on Trust Pilot.

PeteX

:(:( Overall my experience with Toto was poor. Over the first year they so overcharged that I was approx £300 (approx 4 months payments) in credit. I therefore decided to move to another supplier.
Despite getting confirmation from Toto in mid-October that they were no longer my electricity supplier they still took two more payments from my account.
I therefore complained and they confirmed that they owed me £340 and that payment would be made within 28 working days. Despite numerous emails (to which I simply got 'apology for late payment' replies) I was getting nowhere so I finally went to the Energy Ombudsman to get the refund - which I got within 7 days. I honestly think that if I hadn't involved the Ombudman then I would still be waiting

Garnett_F

An interest development for any customers of Toto.

By way of background, I changed suppliers away from toto last year after they were utterly shambolic and threatening me with debt collectors for money I didn't owe them. I followed MSE to go to the Ombudsman and eventually got the matter resolved and compensation of £200.

Fast forward to a month ago, and out of the blue Toto start emailing me saying I've signed up to a new contract with them. A week later I got a bill for nearly £1000 of energy consumption for the period since I left! This is obviously bull****, but also breaches the terms of the settlement agreed with the ombudsman. While I'm getting that investigation reopened, I have now had a letter from Toto threatening to pass my "debt" to debt collectors who, the letter says, could visit my home and start legal proceedings.

These guys are dangerously shambolic.

Anyway - while I'm still waiting (a month on) for any sort of substantive engagement from Toto, - I did a bit of looking around and found this:-

https://www.ofgem.gov.uk/publications-and-updates/toto-energy-limited-final-order

Toto are being chased by Ofgem for an overdue payment of £4.5M.

As mentioned by Brook Heather above, their accounts appear overdue, and the last set appear to show (I'm not an accountant) a massive drop in equity from nearly £1M to a negative position in the year to April 2017.

If I were still a customer of Toto and if I'd built up a credit on my account over the summer, I'd be very wary of paying them any more money for the time being.

FreeBear

Sounds like they will be calling in the receivers before too long. The Solarplicity customers that they took on will have to suffer once again !

Hopefully, I will be well out of the way before they go bust.