Tonik Energy

Malchester

Shellbell107 said:

I had an email from Scottish Power on 22nd Oct saying they would send me details on my tariff and online account soon. Nothing since then! And I cancelled my Tonik DD as was almost £300 in credit so wasn’t paying anymore to them incase it’s hassle to get it back. I don’t know what to do as would have thought I’d have Scottish power details by now. Is it better to contact them or wait until they contact me? And if I start a switch right away will that make it harder to get my credit balance back?

Hi. You can go onto SP website and register with your details (I did ages ago) and then, when logged in you can se your new tariff (sit down before you read it!!!). If you haven't entered all your details you can do so, including current Tonik DD. SP will take the same amount initially. They gave me 5 Nov as switch date, but later moved it to 10 Nov.

I cancelled my DD to Tonik as I am in credit. SP say don't do it but Ofgem say it is OK to do so.

I also tried to switch but, even though SP say you can switch, they recommend not to. I tried to switch to British Gas Evolve but SP blocked it. BG Evolve have been great and have agreed to put the switch on hold until SP sort themselves out.

I am currently in dispute with SP over their appalling customer service, incompetence, inconsistent and false info, and an awful customer service advisor who told me in one sentence I was in debt to Tonik, hence the block on switching. When I challenged her she said she had no access to my Tonik account or info!. Lots more problems. 

johnmat

I have been waiting for 7 weeks and lots of people longer than me also.

dazzh

I managed to go into my ScottishPower account and see the electricity meter read that they are using.(The gas one is not there yet).
However it's the one from 7 Sept they have used and not the one from 10 Oct which Tonik billed me for and was paid. I'm in credit with Tonik.

Bark01

Just had one of the most awful phone conversations with a customer service bods I can remember. Fairly sure it was off shore and the first 5 mis we're pretty much read from a script.

I was told Tonik customers would be activated by Scottish Power at the end of November and I would be free to swap to another supplier at that point. I complained about being forced into a 25% increase and held there for 6 weeks. They said it was Toniks fault for not producing final bills and there was nothing they could do. I said I'd already had my final bill, the SP person seemed surprised and went to check the national database, 10 mins on hold later... she came back and said my supply would transfer on the 9th Nov.

SP also told me they had set up my DD with them; surprise, surprise its exactly the same as my Tonik DD despite my personal projection on the new tariff being 25% higher. How many people is this going to fool into thinking they are on a SP tariff that is comparable to their Tonik one, very naughty! Also bare in mind that I only know my new prices from researching them, Scottish power haven't told me in writing what tariff I'd be on or what my DD would be. I only got confirmation by calling them myself.

My timeline is:
22nd Sept - Email from SP confirming they have my details and readings and they will be taking over supply from the 10th Oct.
3rd Nov -Tonik emailed to say they produced a final bill and it was available at their portal. I checked and everything's in order credit balance in place contract ended on the 10th
My guess is you'll swap to SP 7 days after you receive your Tonik energy final bill.

No Idea how long it will take to get my credit back though!

Malchester

Bark01 - I have had exactly the same issues as you. I am now live on the SP my account but it is very confusing with contradictory information. No-one at SP answers questions, or lies. Never met such incompetence. I have escalated it now to Chief Executive. 

Did Tonik email you with the final bill?

worrywart_3

I have recieved my final tonik bill and I’m £250 in credit , I don’t want to be stuck with Scottish power I’m also eligible for the warm front grant but need to apply for it now, I’ve researched the best deal and green is the best deal (they don’t offer warm front but still cheaper) I’m nervous about losing my £250 credit when should I swap any clue when we will get our credit balances ?

funkyfin2000

Well I entered all the details for SP a while back and heard nothing since, apart from a very apologetic email saying that they had set up numerous DD on my bank account and they would be rectifying. I took a look and there was about 17 instructions! Left them and they have all now dissapeared!
Just going to wait and see what the next comms is I guess!

funkyfin2000

funkyfin2000 said:

Well I entered all the details for SP a while back and heard nothing since, apart from a very apologetic email saying that they had set up numerous DD on my bank account and they would be rectifying. I took a look and there was about 17 instructions! Left them and they have all now dissapeared!
Just going to wait and see what the next comms is I guess!

Nope just checked, still have another 7 Direct Debits on my bank account from Scottish Power! Absolute shower of!

Bark01

Malchester said:

Bark01 - I have had exactly the same issues as you. 
Did Tonik email you with the final bill?

They emailed to tell me my final bill was ready, but to view it I had to go onto the online portal
https://my.tonikenergy.com/
My understanding is that you wouldn't have been transferred to SP without a final bill. Had you signed up to an online account with Tonik? If not they may have had to print a final bill one and send it to you. That could easily take a week a more.

Bark01

worrywart_3 said:

I have recieved my final tonik bill and I’m £250 in credit , I don’t want to be stuck with Scottish power. I’m nervous about losing my £250 credit when should I swap any clue when we will get our credit balances ?

You can swap straight away, you won't lose the £250, its completely safe. If Scottish power don't pay you in a reasonable time frame raise a complaint and take it to the ombudsman. If they haven't paid you within 6 weeks of contacting the ombudsman you will likely be awarded more money. Usually £50. 
I'm not a serial complainer, i work in the industry, I know how complex the back end can be, but complaining is dead easy especially with something as cut and dry as this.
I'm starting my switch on the 9th, I'll give them to the end of the month to credit me. Suppliers have to get money back to you with in 2 weeks of a switch, whether that's 2 weeks from the switch to SP or the switch away from SP is open to debate (probably the later in SLOR)