MSE News: Anger as Toto Energy customers plagued with 'nightmare service'

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in Energy
Scores of customers of Toto Energy have vented their anger over its 'hopeless service' with many reporting serious failings by the small energy supplier...
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'Anger as Toto Energy customers plagued with 'nightmare service''

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'Anger as Toto Energy customers plagued with 'nightmare service''

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With a then prepayment meter and now smart meters showing similar malfunctioning traits service is top priority.The meter replaced and the supply back on!
I'm a vulnerable person, and I wasn't quite 'with it' that day, which he knew as we talked about it.
Anyway, he talked about the rates i would pay in comparison with my last supplier, which seemed good.
He stated they were a wholesaler, so they could give these great rates. You can tell that I wasn't ion a good mental state, because I believed such a stupid lie!!
So, I signed up.
I got the welcome pack in an email later that day, the rates weren't the rates he said, and the amount and date of first Direct debit weren't what he said they'd be. It was 3-4 days before i was 'aware' enough to question it. But I had a rep from MoneyExpert (yes I know they are not the same) that week. He told me that Toto don't do the Warm Home discount! Which of course the Toto rep would have known i would have been eligible for it as he knew I was disabled.
From this I panicked about what I had signed up for. I asked the MoneyExpert rep if I could still switch even though i was still in the process of a switch, he said yes! He told me that the new energy supplier would contact Toto and my previous supplier about the switch. Being still not quite 'with it' and getting worried i signed up to Spark.
I also contacted Toto, which took me almost an hour to actually get to speak to someone, to cancel my switch. I was within 7 days, so well within the 14 day cooling off period.
So, I contacted Spark on the 15th, and they said the switch had been rejected. Wish I'd been told earlier. I have contacted money expert, and they say they can't help me with contacting the suppliers, I didn't need their help, I wanted to complain about the rep... they seem to be ignoring me now.
Sorry, I was going off topic.
Back to Toto... I cancelled my direct debit before they could take the 1st payment (just in case) which was on the 15th, they didn't have the supply until the 20th.
After cancelling the DD I was being called up to 20 times a day demanding the missed payment. Then after that it for the first payment AND the next months payment! When I did answer the phone, it was an automated service, telling me to pay and press this number to pay over the phone! Not even a person...what a cheek!! LOL
I did contact them again, saying I'd rang to cancel, but they said they have no record of it. Then told me the exit fee total. £50...for nothing! I hung up, i was really distressed.
My dad has helped me switch again... all seems to be going well this time around.
Not sure what to do really. Contacting Toto seems impossible. Should I use resolver or just leave it and hope they change their minds about exit fees? Anyone know where I stand on this? I have no proof of anything that happened.
My mental health hasn't been to good these last few weeks, and I've barely slept since all this happened. I haven't the strength to jump all these hoops on my own.
Thanks for reading my essay! :-D
Hope I made sense. If this post isn't appropriate for this thread, delete it if you need to. :-(
Their customer service was literally non existent and I have heard a lot of bad stories about them.
I then managed to get switched to Tonik Energy who I absolutely cannot fault! they have been amazing in comparison.
I hope people considering switching to TOTO see this and stay away from them, they caused me nothing but hassle and have zero customer service.
Like many others, I switched to Toto through MSE's energy saving club in September 2017. However, no sooner had I joined than they jacked their prices up by 45% and doubled my direct debit for the winter months.
As quick as you could say "There's no place like home" I switched my account to another provider and so began my 6 month journey down the Yellow Brick Road to get the credit on my account back.
After chasing Toto throughout January and February 2018 I was told that the money would be credited to my nominated bank account. I chased again in March and was told it would be in my account in 10-14 working days. In May, having still not received my credit I changed tact and took to Twitter. Again I confirmed my account details, again I was told I would receive the payment in 10-14 working days and again I received nothing. In June I was told that the payment had been made and, because obviously I'm trying to rip them off, I had to send them a copy of my bank statement to prove that I had not received the payment.
Fast forward to July and still no payment. Now they are asking me to check my partner's account to see if the payment went there. It has taken them more than 7 months to realise this! In all the time this has been going on, despite numerous requests from myself, no-one from Toto has had the decency to call me. Just for comparison BT refunded the credit on my account 4 days after I changed supplier.
If I had a pair of Ruby Slippers, I'd click my heels together and wish that I had never had to deal with a company that is as cowardly as the Lion, as heartless as the Tin Woodman and as brainless as The Scarecrow. Avoid like a swarm of Winged Monkeys!
As for the future I'm going to see what the Wizard of Offgem think about how Toto treat their customers.
Good to her this issue has been resolved.
I see you are now complaining about too much contact from Toto :cool:
I agreed to pay by direct debit monthly as I am a pensioner. Payments were taken as agreed and suddenly I found that one payment had been taken which was four times the agreed amount.
My bank, NatWest, were very helpful and consoling and refunded the payment under the Direct Debit agreement. I have advised Toto that I will be cancelling the Direct Debit and arranging a Standing Order over which I will have control.
I have now changed suppliers on four occasions as advised by Energy Club. On each occasion I have found that a large sum was owing. In the case of E-On that was over £400. I've discovered that I have a debit balance of over £170 with my current supplier.
I strongly advise forum members to check statements frequently and question why large debits accrue.