Any Solarplicity customers managed to switch from TOTO yet ?

FreeBear

Some 43,000 (ex) Solarplicity customers were switched to TOTO just before they called in the receivers. I was one of them

Once I saw the tariff TOTO were going to charge (Aug 15th), I decided to switch to another (cheaper) supplier, and then the fun started. Despite several attempts by the new supplier to initiate a transfer, TOTO have consistently raised an objection. Each time, I make contact to find out why, and get a range of puerile excuses and lies ranging from "it is against OFGEM rules" to "we don't have your meter details". The latest is "we don't have all the financial information from Solarplicity yet".... It is one pathetic excuse after another with this bunch of clowns.

Have been assured that measures will be taken by the end of the week to allow a switch to progress - Not that I believe them for a minute, but at least I have this lie in writing from an online chat session.

Has anyone been successful in switching from TOTO yet ?

Delburn

No success yet. First switch attempt blocked in breach of OFGEM regulations.

Six days into second switch attempt, not blocked yet.

Jakubk

Total CON by Toto, I am getting out, but need OFGEM to clear up some issues with Toto not crediting my £160 payment on account.

keletkezes

Trying, my gas has sort-of switched but not my electricity and I'm in total limbo! Don't know how to proceed, but my preferred supplier is trying to help.

FreeBear

Had an email from Toto allegedly confirming that no objection would be raised in respect to switching supplier. Only time will tell if this is another lie. So with fingers crossed, a new supplier was contacted last week, and a switch initiated.

Another email from Toto saying "we are sorry you are leaving". So it looks like the switch may be successful this time. It has only taken three months to get to this stage.

Superscrooge

Don't assume the switch will be successful! I'm also an ex Solarplicity customer who had the misfortune to be transferred to TOTO and am now trying to transfer to Eon

I got the 'Sorry you are leaving' email from Toto. But two days later I got the 'You need to pay off your balance before you can switch' email.

I pay by monthly DD. So sometimes I'm slightly in credit and sometimes slightly in debt. But because my account prior to them taking the next monthly payment was £67 in debt, they decided to stop the transfer.

When I contacted Eon to tell them I have now cleared the debt and the transfer should go through. The Eon rep told me they are having loads of problems with TOTO blocking transfers for spurious reasons and not to be surprised if TOTO raise further objections

Gerry1

Superscrooge wrote: »

I pay by monthly DD. So sometimes I'm slightly in credit and sometimes slightly in debt. But because my account prior to them taking the next monthly payment was £67 in debt, they decided to stop the transfer.

You're not in debt, it's just that your account happened to be in debit, which is quite normal from time to time with Fixed Direct Debits. It's an important distinction because it means that Toto have breached Supplier Licence Condition 14 by trying to block your transfer.

But Toto may not be around for much longer...

FreeBear

Superscrooge wrote: »

I got the 'Sorry you are leaving' email from Toto. But two days later I got the 'You need to pay off your balance before you can switch' email.

Well... Had an email from Toto "confirming your switch will take place in three weeks' time" on Tuesday. Today, I get an email from my chosen supplier saying "we have received an objection to the switch from your current supplier". Tomorrow, I will be telephoning the Energy Ombudsman and seeing what pressure they can apply. In the meantime, I'm logging an official complaint with the E.O.

Toto are really a bunch of f*sking idiots. I really do hope they go out of business very, very soon. The market does not need muppets like this.

FreeBear

Today's little exchange....


T - Yes, you can switch when we have your latest meter readings...
Me - OK. Gas is <xxx> and Electricity is <xxx>
...
...
T - Electricity reading has been entered, but we need the closing reading for gas from your new supplier.
Me - How <expletive> do you expect a new supplier to provide a reading when you are blocking the transfer ?
T - ...
...
...
T - You can switch once your account has been paid, so please set up a direct debit by ringing our debt management team
Me - Issue me an invoice using the correct tariff, and I'll pay it - This is the agreement I had with Solarplicity.
T - But we will still need the closing readings from your new supplier before we can issue an invoice.

!!!!!! !

Edit - Just had a closer look at the "bill" Toto sent me last month. They have billed me using Cubic Feet for gas. The meter (brand new smart jobbie) measures gas in Cubic Metres. So Toto are overcharging by 283%.


Double !!!!!! !!

Delburn

Things appear to be going a little better on my switch now.

No objection to the second switch attempt after 21 days.
New supplier says they are now supplying both fuels.
Toto website still shows them supplying one fuel.

Hopefully the final bill will not be the next problem. Toto have already honoured a small credit they agreed to make in lieu of double charging and missing dual fuel discount. I think I will owe them a couple of pounds which means I can control when and what I pay. This should make it easy to force them to honour the new suppliers tariff during the period the switch was delayed.

I think I was fortunate to be in a reasonable position when the transfer from Solarplicity occurred, because only a couple of days previously they had partially implemented an Ombudsman resolution, so I had a reasonably accurate, up to date bill.

FreeBear

It appears that my switch away from these clowns has been partially successful - Gas has been transfered (no emails from either side to confirm), but Toto are still hanging on to the electricity.

No further forward with getting an accurate bill using the right tariff. Toto are saying I was switched to a "Solarplicity 12 Month Fixed SMART September 2018" as of 02/08/2019.... I never had any emails advising of the change, and the IHD is saying a different tariff.