Tonik Energy

Malchester

Just for information - had this back from Ofgem

Hi Malcom, sorry to hear about the issues you've been facing. While Ofgem itself has no role in dealing with individual complaints, we are responsible for making the rules of the energy market—and we do monitor very carefully the way in which suppliers treat their customers. 1/2 We're not able to comment in detail on any of Ofgem’s ongoing compliance work but we can assure you that we routinely monitor suppliers’ compliance with regulatory rules & will normally liaise directly with suppliers where there's evidence of potentially widespread/serious issues

Annieddiva

oh wow @Malchester - I should hopefully hear from Ofgem by Monday, & I wonder how they monitor the way in which suppliers treat their customers considering those of a bust supplier are excluded from their policies on switching issues??   I was tackling them on making improvements for future customers. Plus whoop whoop - au revoir Scottish Pants & hello OTM - I've just had my welcome email confirming the switch has completed as scheduled....

funkyfin2000

Here we go, this was nice from SP yesterday - I BLOODY know!!! They are SO slow!!

Your final bill from Tonik Energy

Since we took over your energy supply from Tonik Energy on 10th October, we've been working closely with them to ensure the smooth transition of your energy account to ScottishPower.

When we took over your supply, we promised to honour any outstanding credit balance you may have had with Tonik Energy and that this would be transferred to your new ScottishPower account or issued to you by cheque.

Before we can do this, Tonik Energy need to calculate your final bill for the period you were with them to work out if you are due money back in the form of a credit balance, or you need to pay an outstanding balance to them.

We've been advised that they are currently working on your final bill and will send it to you as soon as possible. They will also notify us if any credit balance is due to you which we'll then apply to your ScottishPower account.

You don't need to take any action. Please be assured we remain committed to honouring any outstanding credit balance due to you.

Lynda Clayton

UK Customer Services Director

Annieddiva

@funkyfin2000 - why can't they tell you something you don't already know?!!  What a kick in the teeth!!

funkyfin2000

knobssssssssssss

UnclaimedEnergy

Question - why did people stay with Tonik after their failed system migration which caused havoc to billing and account services?
The issues that Scottish Power have seem to stem from how poor the data is on Tonik's end yet they're getting all of the stick?

It didn't matter which supplier took on the Tonik customers, the same issues would still have happened due to Tonik needing to do the final billing under ownership of the administrators.

The only supplier that may have accelerated the process could have been Octopus Energy as they would have come up with a technical workaround to try and improve it all and speed it up.

Malchester

Unclaimed energy - the problems are only partly down to Tonik. That has been made far worse by incompetent, badly trained SP staff who give different answers to the same question, or no answer at all, do not keep promises of phone calls. In one exchange I got 4 different answers to the same question in one paragraph from a customer services person. Also I was told that my switch was blocked because I had a debit to Tonik (I was in credit), then in the same breath she said she no access to any info about Tonik at all so she gave me wring info based on data she didn't have and which was wrong anyway. If you read this thread you will see that SP have to take a large part of the blame. Also it is the Tonik administrators who are producing the final bill, not SP. I never had a problem with Tonik, my final bill was produced easily. It was when SP got involved that it all went pear shaped. Thankfully I have switched elsewhere

Mabel2012

UnclaimedEnergy said:

Question - why did people stay with Tonik after their failed system migration which caused havoc to billing and account service.

I joined Tonik in March 2019 and was happy with the service until January this year when their billing system fiasco started. Also, they agreed to change my dials style meter, appointment on 30 March but it was changed to 30 June because of Covid. I was then considering switching but I could not agree the bulk bills they provided and did not want to switch until my billing was up to date and understandable. In the meantime I started a complaint with the Ombudsman but it was very laborious and died with Tonik. With hindsight, I should have switched as soon as the meter was installed.

The only thing I blame Scottish Power for (so far) is the confusing and contradictory information provided by their customer services staff.  I attribute most of the blame on the Tonik billing system upgrade and on the Tonik Administration who seem to be incapable of producing our final bills, in my case, 56 days after I switched to Octopus.

This is the first time I have had a problem with a supplier and I will not be so tolerant or understand if it happens again. 

I still think Tonik used their billing system problems to hide the financial state of the company.

Malchester

Seems like SoLR for Yorshire Energy is ............ Scottish Power!!!!!!!!!

grumpycrab

Malchester said:

Seems like SoLR for Yorshire Energy is ............ Scottish Power!!!!!!!!!

oh b*m, when did that happen?