Tonik Energy

AndrewJB

Parking_Trouble said:

Malchester said:

Parking_Trouble said:

UnclaimedEnergy said:

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

I didn't switch because I was still on a really good deal and I thought switching whilst they are having major system problems was likely to end in tears.
I take it ex-Tonik customers are moving away from SP.
Octopus seems to get mentioned a lot. Where else are people going?

Already gone to British Gas Evolve. Very impressed with their customer service. Not the cheapest tariff but not far from the top

Thanks.
 British Gas Energy Plus Protection Jan 2022v8 coming out as the top pick on Cheap Energy Club.
Includes 1 year of heating insurance. 
Tempted.

Beware of the Cheap Energy Club as it doesn't seem to be up to date. For example, Britsh Gas Evolve is not listed as a supplier and I've seen other people mentioning similar issues.

You could try Citizens Advice Energy Comparison -
https://energycompare.citizensadvice.org.uk

Annieddiva

If helpful to anyone -  SP also asked me to submit my meter readings provided to my new supplier (despite CEO office saying it was only needed from new provider) and the link didn't work for 2 days (with this error message [SAP Error(Z_RCC_FETCH_METER_READ_DETAILS): Not able to retrieve Meter Info.] , on day 3 it finally worked.  Plus if you're still in credit & owed a refund by SP - if your Direct Debit has not been cancelled, payment will go straight to your bank account. Otherwise we'll send you a cheque.

Mabel2012

I emailed a couple of the Scottish Power senior members. The CEO and the head of Retail. I only did that because the Administrator was promising soon, shortly, not much longer. All promises, no results.  Of course Scottish Power can rightly say they can't do anything until Tonik Administration finalise my account.  I emailed the Ofgem CEO and the Director of Retail a few days ago but have only had a 'I have asked ...... to look into it". I also emailed and phoned Tonik Administration several times getting no results.

I was at the end of my tether with Tonik, trying to get them to produce monthly bills based on my meter readings instead of the bulk bills as I didn't want to switch until my account was in order. Eventually, I gave up and switched after I submitted a complaint to the Ombudsman.  That died with Tonik. The Ombudsman is failing us. They think adding a further 74,000 Yorkshire Energy customers to Scottish Power is acceptable shortly after transferring 130,000 Tonik customers when SP can't provide a good level of service to their existing customers.

I spoke to Citizens Advice consumer helpline on 0808 223 1133 this afternoon and was told it could take up to 6 MONTHS to get my final bill and my credit refunded.  The Administrators didn't tell me that. To the people who have hundreds of pounds credit with Tonik I hope you don't have to wait that long. I explained who I had contacted to date without success and she said I had done everything that she would suggest. I pointed out it hadn't had any results and said I wasn't satisfied. She said as a final resort I could contact the Parliamentary & Health Service Ombudsman on 0345 015 4033.  I queried the Health Service bit a few times and asked if she didn't mean Energy and she said no,  It seems they investigate complaints against public service organisations including the NHS.

The Parliamentary & Health Service Ombudsman is the last step in my complaint process. Has anyone else escalated a complain to them?

Switching is easy - until your supplier goes into Administration. Then the hell begins!

Annieddiva

@mabel2012 - having read the Parliamentary & Health Service ombudsman page it would have to be a complaint about Ofgem? (due Ofgem approved Ombudsman Services to operate in the energy sector under the 2015 Alternative Dispute Resolution Regulation) as I could see no energy ombudsman services listed. 
https://www.ombudsman.org.uk/making-complaint/what-we-can-and-cant-help
I really hate it when companies over promise & under deliver!  Sorry - I don't know anyone who has followed this route.

Malchester

Great news (at least for me) I have now been totally set free from SP as I have now received a refund of all my energy charges whilst with SP between 10/10 and 27/11 as a gesture of goodwill. Hope the battles everyone else are having sort themselves out. Thanks for all your comments etc 

worrywart_3

Well I’m losing the will to live with sp supposed to recieve a call
back Monday hasn’t happened their call centre is useless and all the promises made to me haven’t materialised i
cancelled my switch and now wish I hadn’t I will not give up have emailed the ceo again 

Annieddiva

@worrywart_3 - at least they record their calls - so will be able to verify said conversation, you go for it!!  Scottish Pants inaction!  You could always say as the switch hasn't materialised, due you still remain on Basic energy V2 online - which is only available to former Tonik customers & has no exit fees - you're moving elsewhere, unless you're happy for them to still honour the original deal you were given...

Mabel2012

Your Final Energy Statement

Thanks for your email.

Your final bill has been issued today and is available online for you.   It really is there!

As your account is in credit, ScottishPower will be in touch to send you a cheque refund.

This feels like Independence Day.

In my last email to both Tonik Administration & Ofgem I asked them to explain the criteria used to determine the order for finalising customer accounts. I pointed out I had left before Tonik went bust and was still waiting whilst many who were transferred to Scottish Power had their final statements, credits refunded and some (lucky ones) had also transferred to their chosen supplier.I was also going to ask the Parliamentary Ombudsman Service about that and the logic of Ofgem appointing Scottish Power as SOLR for Yorkshire  Energy so soon after they took on Tonik customers.

Annieddiva. I did a bit of checking this morning (before the final bill email) on the Parliamentary & Health Service ombudsman and it seems people refer their complaints to their MPs - after they exhaust the complaints system of a Gov.uk department - who then refer it to the Parliamentary Ombudsman. I gather it's used more for complaints against the NHS and Government Departments but it can also be used for Ofgem.  I'm pleased I don't have to worry about this now. I can delete all the Tonik related emails and files. My computer should be a wee bit faster.

I hope everyone who is still waiting does not have to wait much longer to receive their final bill and their credit refunded. 

Annieddiva

@Mabel2012 - it sounds like a celebratory drink is now seriously overdue - whoop whoop - it must feel like such a huge relief!!  I'm still waiting to hear from Ofgem - on 23 Nov was advised 'We aim to respond to enquiries within ten working days.' 12 working days later & no reply, although I did advise them to read this thread from pg4 onwards....  

fly-catchers

What happens if you start a switch and the credit from Tonik still hasn't appeared in your SP account? They have already taken one DD payment but that is the only credit showing in my SP account!