Problems with Toto Energy

CaronLL

After leaving Toto energy on the 23rd Sept they are still withholding our credit - a substantial amount of cash I have been trying to get refunded since early October. Every time I call (5 times) they give me a date that the money will be in my account and it doesn't appear. Latest is that on the 14th Dec my refund was pushed back to make room for more urgent cases and now will be paid on the 21st Dec but no guarantees. Manager call back is a wait of up to 5 days and the call centre staff are obviously reading from a script Anyone any advice on what I can do - I'm at the end of my tether. Thanks

System

Hi - welcome to forum. This has worked for me in the past but you to be prepared to go to Court:

https://www.citizensadvice.org.uk/law-and-courts/legal-system/taking-legal-action/small-claims/making-a-small-claim/

diklet55

I left Toto Energy on 9th November 2018.

My account is in credit by more than £490 and they haven't refunded it yet.

I've emailed them to demand payment. Am I on a hiding to nothing?

dogshome

Already been several posts on this same problem with Toto


With Five, or is it Six, of the newer, smaller suppliers going under this year, Toto's excuse of "Refund has been pushed back to make room for more urgent cases" has the smell of dire financial straights.


Best to send a 'Letter before Action' - templates on this site - in the hope you can jump up the line

System

diklet55 wrote: »

I left Toto Energy on 9th November 2018.

My account is in credit by more than £490 and they haven't refunded it yet.

I've emailed them to demand payment. Am I on a hiding to nothing?

Suppliers have 6 weeks from the date of the actual transfer to raise a Final Bill. Have you had a Final Bill yet? To produce a Final Bill, the losing supplier needs to receive industry-validated meter readings from the gaining supplier.

slatermethuen

Toto Energy have been refusing to pay me a credit balance of over £700 since September. I have had to send them a 'letter before action' and will start the small claims court proceedings in January.

I just hope that this will be sorted before they inevitably go bust.

pcoombes1

Under Martin Lewis recommendation I changed to ToTo Energy through the Energy Club and ToTo Energy increased the monthly payments from £90 to £145 then after we complained to Martin Lewis Energy Club, ToTo Energy sent email to say they would not be taking the extra monies and it would remain the same payment, but they continued to take the £145 per month, in the meantime I was admitted to hospital with throat cancer and had to undertake radiotherapy treatment all my attempts to contact them failed so at the end of the energy term I moved supplier, Toto sent to me a Final Bill in October 2018 which showed they owed me a balance of £382.44 I finally managed to contacted them again in December and was told, with an email confirmation it would be returned within 28 days, it has still not been returned to date. I have tried to contact them via email and telephone but no response, so I have now reported them to the Energy Ombudsman to take the case up on my behalf. Would Martin Lewis who recommended them in the first instance not help us all who have had issues to find a resolve with this company or will this company be going into administration/bankruptcy in the meantime and get away with robbing all their customers again!!! The law always seems on the side of the company rather than the customer!!!

wavelets

pcoombes1 wrote: »

Under Martin Lewis recommendation I changed to ToTo Energy through the Energy Club and ToTo Energy increased the monthly payments from £90 to £145 then after we complained to Martin Lewis Energy Club, ToTo Energy sent email to say they would not be taking the extra monies and it would remain the same payment, but they continued to take the £145 per month, in the meantime I was admitted to hospital with throat cancer and had to undertake radiotherapy treatment all my attempts to contact them failed so at the end of the energy term I moved supplier, Toto sent to me a Final Bill in October 2018 which showed they owed me a balance of £382.44 I finally managed to contacted them again in December and was told, with an email confirmation it would be returned within 28 days, it has still not been returned to date. I have tried to contact them via email and telephone but no response, so I have now reported them to the Energy Ombudsman to take the case up on my behalf. Would Martin Lewis who recommended them in the first instance not help us all who have had issues to find a resolve with this company or will this company be going into administration/bankruptcy in the meantime and get away with robbing all their customers again!!! The law always seems on the side of the company rather than the customer!!!

Tweet him @MARTINSLEWIS, and demand your £382.44 - he's good for it
(He's not on twitter at weekends, so don't expect a [STRIKE]rebuke[/STRIKE] reply until Monday)

If/when he refuses you, follow the advice in post#2

gwokka

like many others I've also had issues with getting a refund from Toto. I left them mid October last year, had to wait until 9th Nov for my final bill which had a credit balance of £267.35. Despite numerous emails and using their online chat(I gave up trying to ring them as you just cant get through) I still have not received my money. with the first few emails they promised a refund within 28days but now they don't even bother to respond to them. their online chat was useless and couldn't give me a date when my refund would be paid but promised that someone would call me to sort out, but of course this didn't happen. I've had lots of other issues with them like initially putting me on the wrong tariff, trying to force me to have a smart metre and even making an appointment for someone to come round to fit one despite me telling them on numerous occasions I didn't want one, to excessive direct debit payments where I was always massively in credit to now not paying me my refund. I've changed supplier on numerous occasions in the past and this is by far the worst experience I've had with an energy supplier. Ive now contacted ofgem to see if they can resolve this

macman

Ofgem do not handle individual consumer complaints. The process is straightforward. Formal complaint to the supplier, wait 6 weeks, then go to the Energy Ombudsman.
Alternatively, send an LBA, give them 14 days, then start the small claims process.