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Tonik Energy issue - how should I resolve?

Posts: 26 Forumite
Hi,

I'd really appreciate advice on what to do next as I'm not sure how to proceed:

This is my second year as a Tonik duel fuel customer. The first went without issue so I stayed with them.

However, during this second year I emailed Tonik asking to explain the big swings in my account balance: it went from £253 credit to £660 debit. They replied back stating it was due to inconsistent meter readings and for me to send up to date readings.

I started sending regular meter readings but the Balance issue was not resolved. So I emailed again as my Balance was growing every month £1.1k, £1.2k, £1.5k owed - I have a direct debit setup based on my annual usage so I dont understand the large increasing balance.

Tonik looked into my account and advised the Gas usage looked exceptionally high and most likely causing the high balance. Given there has been no change in the way we use Gas, he suggested the Gas Meter may be faulty and therefore I should provide 7 days of meter readings so you can assess whether or not to send an engineer out to fix the Gas Meter.

I provided 7 day readings which showed nothing abnormal: it increased 1 or 2 units daily.

Tonik said they will pass onto Metering Team who will investigate and let me know within 10 working days. That was in June. I have never heard back of the Metering Team despite chasing several times.

Since then, my contract has finished with Tonik - but I dont know I can move with a such a large balance on my account?

They have also increased my direct debit by 150% to reflect the outstanding balance.

I'm not sure how to proceed?

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Comments

  • Posts: 18 Forumite
    10 Posts Name Dropper First Anniversary
    msnau wrote: »
    Hi,

    I'd really appreciate advice on what to do next as I'm not sure how to proceed:

    This is my second year as a Tonik duel fuel customer. The first went without issue so I stayed with them.

    However, during this second year I emailed Tonik asking to explain the big swings in my account balance: it went from £253 credit to £660 debit. They replied back stating it was due to inconsistent meter readings and for me to send up to date readings.

    I started sending regular meter readings but the Balance issue was not resolved. So I emailed again as my Balance was growing every month £1.1k, £1.2k, £1.5k owed - I have a direct debit setup based on my annual usage so I dont understand the large increasing balance.

    Tonik looked into my account and advised the Gas usage looked exceptionally high and most likely causing the high balance. Given there has been no change in the way we use Gas, he suggested the Gas Meter may be faulty and therefore I should provide 7 days of meter readings so you can assess whether or not to send an engineer out to fix the Gas Meter.

    I provided 7 day readings which showed nothing abnormal: it increased 1 or 2 units daily.

    Tonik said they will pass onto Metering Team who will investigate and let me know within 10 working days. That was in June. I have never heard back of the Metering Team despite chasing several times.

    Since then, my contract has finished with Tonik - but I dont know I can move with a such a large balance on my account?

    They have also increased my direct debit by 150% to reflect the outstanding balance.

    I'm not sure how to proceed?

    Please post up a copy of your monthly statement where your blance went from £1200 debit to £1500 debit, and I'm sure someone here will be able to explain :)
  • Posts: 26 Forumite
    Thanks for reply. How do I post a pic of the monthly statement? (sorry, I'm fairly new to posting)
  • Posts: 10,357 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    edited 9 October 2019 at 1:38PM
    Find the changeover readings from when you started with Tonik. Subtract those readings from those shown on the meter readings today. Convert the gas volume to kilowatt hours here, checking whether the meter is metric or imperial.

    Multiply the kWh by the unit rates, add the standing charges, and don't forget VAT: it's all quite straightforward. What is the cost of the energy you have used compared to what you have paid?

    Always think in terms of annual kWh and annual cost, and never rely on estimated readings, monthly direct debit amounts or claimed savings. You can get some idea of expected consumption here.

    Check for the usual suspects, e.g. imperial meter billed as metric, meter number on the bill is not really your meter etc.

    Unless there's good evidence of something wrong, you'll just have to pay up. If you can't do that in one go and they won't let you switch, make sure you haven't been rolled on to an expensive tariff.
  • Posts: 26 Forumite
    Thanks Gerry1 - thats very helpful. I'll dig out my old meter readings and do the maths.

    Thanks again.
  • Posts: 26 Forumite
    Just to close the loop on this thread, the Metering Team finally got in touch with me.

    According to them I have used 71k kWh of gas over 2 years, which was high (even according to them), and so they asked for a picture of my meter that includes serial number and meter reading.

    In response, I sent the meter pic, and also a detailed write-up on how I have calculated my kWh to be 26k.
    **I could not have done this without the help of Gerry1's post above - thank you! **

    They replied back apologising - they were basing their calculations on my meter being imperial. Now they realise I actually have a metric meter.

    They will update their records and send revised bill.

    Not completely closed yet - waiting to see resulting bill - but on the right path now.

    Thanks to all the advice provided on this thread.
  • Well your 26kwh if it had been calculated as an imperial meter would be about 73 kWh, ie 2.83 more.
    So 26kwh looks realistic and your problems may well be over.
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