Tonik Energy

Annieddiva

Well done @Malchester & it's good to know our DD will be coming out on 20th as originally comm'd instead of 1 Dec which website account had said.   @funkyfin2000 I've just heard today on day 8 from CEO office team - so hopefully soon for you!  

funkyfin2000

Thanks Guys and girls. Yes @Malchester thats good news......
Fingers crossed, I kinda just want the welcome pack and get my switch moving. 
Martin money tips email said last night that other providers are getting in on the price wars as well.....so more choice potentially rather than just Shell Energy.
Just had a twitter response as well, but just said, we are still looking into this for you.
I also email tonik adminstrators, asking when my final bill will be calculated, but nothing either!

worrywart_3

That sounds like an amazing result Malchester.
wny one has their tonik refund ?

JustAnotherSaver

Annieddiva said:

@JustAnotherSaver - Tonik's email appears to say you haven't missed any payments?  What is showing in your Tonik online account - under My Spend & view previous payments - are March & Sept showing there?  If at all helpful, in the bills - my Sept payment is only showing in my final bill & not end of Sept bill.  Plus, yes my Oct DD was not taken.  Plus my bills have also changed to leap from Feb to July, rather than the monthly bills that used to appear.  If Tonik still say you missed some payments share your bank statements with them.

My head is absolutely banging so i don't really have the concentration to go through taking screenshots and uploading at the moment but i want to reply to this before i go to bed.

It seems I was wrong about September but not October. Looking again at the bill it is done in a strange way. At the top it says payments made - £0.00 and then as you scroll down it mentions between 1st Sept & 1st Oct and details the energy you used.

So to me i thought that meant no payment between those dates.

Yet when i open up the next bill, for from 2nd October onwards, i've literally just seen the payment for September listed there. I don't know how i missed it.

Nevertheless, looking at it all again, it details absolutely no payment for October.

There is a mention of a November payment although nothing actually left my bank in November. The November payment is listed as so:

"Payment on 3 November 2020 (Offset Bill #########) - £24.13".

My direct debit was £80.05.

So ok i was wrong about September but the bills do not list an October payment of £80.05 which i did make.

I contacted Scottish Power who basically said take it up with Tonik. Obviously i'm trying to do that and they're not interested.

And i read here that the ombudsman isn't interested either.

So where on earth do you go?

I'll try and post with screenshots tomorrow so it makes more sense but for now i'm heading to bed.

Malchester

Justanothersaver - it is so easy to get confused with all this, at times I have wondered whether I am in a bad dream. Nothing to apologise for. Tonik and SP have not made it easy for any of us. When you have a clearer head is the time to sit down and go through things logically, calmly and objectively and confront Tonik with the documented evidence. There are other means to take things further if you don't get any joy such as Resolver

Annieddiva

@JustAnotherSaver - it is in Tonik's best interests to resolve any issues with you & I think you should persevere with them & tell them so.  Provide them with your phone number & say you'd prefer to talk it through with them - only if you'd prefer this option, as you're struggling to reconcile your final bill & you want to resolve this matter asap, as you found their original reply confusing & it hasn't helped at all, & please could they explain in detail in reply to your comments you make.  Otherwise you could ask to escalate it to some other Tonik administrator to review for you. As Tonik's website says "If you have any queries in relation to your final bill, please contact us at help@tonikenergy.com."  Resolver won't be able to help with Tonik as it refers to the ombudsman, which doesn't apply to Tonik. 
I agree about the billing being confusing, you don't expect Sept payment to be in your final bill.    Under My Spend & view previous payments - is Oct payment showing in your payment history? If this is not appearing documented here, I would provide my bank statement showing proof of DD.   My DD goes out on 27th but is recorded in Tonik as being received on 30th - so is Payment on 3 Nov a few days after your DD?  I've got nothing showing as offset on my bill.  Since your DD was £80.05 - is there anything showing on your bill for the difference of £55.92 to explain the offset amount - £24.13? 

JustAnotherSaver

No, nothing at all. I have searched well before and beyond the usual dates too for any entry saying Tonik and there's absolutely nothing at all. I used the search function and typed in Tonik. My October DD of £80.05 that they say hasn't been made is the final payment I made to them. 
This makes sense as they went under around this time and I immediately cancelled my DD despite SP saying not to. My theory was its easier to give them the correct amount than to try and claw back what they owe you. 

Annieddiva

@JustAnotherSaver - then I would provide the bank evidence of your Oct direct debit to Tonik - mention what you don't understand about your bill, & how you want to get this resolved - you need a detailed reply to your response & not a non specific reply like previously as it did not help matters.  If you're not happy with what they then reply, then you'll have to involve the Citizens Advice consumer helpline - as they do help you if you think an administrator has treated you unfairly or aggressively.  Consumer helpline: 0808 223 1133 - Lines are open Monday to Friday, 9am to 5pm.   Sorry they've also got an online chat too - https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

JustAnotherSaver

I'll try and post back tonight in case I've missed something tgat some other eagle eyed member can spot with my bill. 
I'm hoping to avoid CAB. I don't rate them very highly after they nearly cost me £700 with incorrect advice. 

JustAnotherSaver

Just wondered if anyone else has successfully disputed directly with Tonik?