Tonik Energy

Bark01

I've had my final bill from SP today. Everything looks good. My credit from Tonik is showing and my account has closed in credit. I don't have my credit back yet but SP are legal required to do this within 2 weeks and I'm not at all worried they won't do this.

To mitigate the excessive SP tariff, when it came to submitting reads I took my closing read From Tonik and my actual read from the day I left SP and halved the difference.  The next read I supply to my new supplier in 6 months time will be at the correct amount. 

My timeline is:

14th October - SP emailed me to ask for reads and bank details as they would be taking over supply on the 10th October

22nd October - Email from SP confirming they have my details and readings and requesting not to cancel my DD

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

9th November - the national database shows me as a SP customer

10th November - I started my switch away

23rd November - SP email to confirm my credit has been transferred from Tonik to to my SP account and will show on my next bill as a credit, but they are still "busy" setting up my account...

26th November Confirmation from my new supplier that my account goes live on the 1st December (3 weeks after starting the switch)

30th November - Welcome pack from SP

1st December - Email from PFP saying I'm now live with them and asking for meter reads

15th December - email from SP with final bill

[Deleted User]

Bark01 said:

I've had my final bill from SP today. Everything looks good. My credit from Tonik is showing and my account has closed in credit. I don't have my credit back yet but SP are legal required to do this within 2 weeks and I'm not at all worried they won't do this.

To mitigate the excessive SP tariff, when it came to submitting reads I took my closing read From Tonik and my actual read from the day I left SP and halved the difference.  The next read I supply to my new supplier in 6 months time will be at the correct amount. 

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

9th November - the national database shows me as a SP customer

10th November - I started my switch away

23rd November - SP email to confirm my credit has been transferred from Tonik to to my SP account and will show on my next bill as a credit, but they are still "busy" setting up my account...

26th November Confirmation from my new supplier that my account goes live on the 1st December (3 weeks after starting the switch)

30th November - Welcome pack from SP

1st December - Email from PFP saying I'm now live with them and asking for meter reads

15th December - email from SP with final bill

Just one question about your timeline - how did SP know that they were taking over in September? or do you mean 22nd October in the highlighted section as that would make much more sense.  

superM

 I have just spoken to ScottishPower again regarding the credit balance I had on my tonik energy account.  They could not provide me any timescale when the account information will be transferred over to Scottish power and when the credit balance will be issued to me.
 has anyone received a credit back from Scottish Power when they left tonik energy before the 10th of October

2020Craig

I’m still waiting for my Tonik credit balance and I left in September. All I get from S.P. is a stock answer saying they’ll get in touch when they receive communication from Tonik. Can’t get any sense out of Tonik administrators either.

dazzh

Finally got my credit back by doing a Direct Debit Indemnity claim.
Every week I emailed Tonik and it was always the same answer "As your account is in credit, Scottish Power will use this towards your future usage. All information will be with them by the end of next week, Scottish Power will then add this to their account which can take another week for the credit to show". This went on for weeks with the same reply. Scottishpower were no help at all.
My Final Bill was produced 3 November 2020 and they made no effort to pass this onto Scottishpower.
OFGEM should really look at who they appoint as Administrators because the ones dealing with Tonik are a shambles.

masonic

dazzh said:

OFGEM should really look at who they appoint as Administrators because the ones dealing with Tonik are a shambles.

Under insolvency law the primary responsibility of administrators is to the creditors of the firm in administration, and they have a duty to minimise their costs. So under the present regime you are never going to get a high level of customer service from a firm in administration. To change that, you'd need to lobby your MP to get the law changed.

The response from the Tonik administrators would appear to be correct. If the final bill shows a credit balance, this should be applied to your SP account, and if it isn't, your complaint is with SP. Should SP not resolve your complaint then it could be escalated to the Energy Ombudsman in due course. I made a similar complaint a couple of years ago and received the credit plus additional compensation for the inconvenience.

Annieddiva

Having written to Ofgem CEO about improving things for future customers after our experience, Ofgem are seriously not interested in hearing from the customer - which leads me to believe they are happy to remain in collusion with energy providers, after writing on 20 Nov, told expect a reply with 10 workings days, hear on 17 Dec & I've just sent the following reply -
Dear Mr Brearley

I am very disappointed in your nameless team member's reply - it has completely failed to address my reason for emailing - improving things for the future for other customers - completely ignored!  Instead I've received the below reply all about Tonik/Scottish Power - which was covered by your previous FAQS and has told me nothing new - especially since I left Scottish Power back on 4 December - so it's all highly irrelevant having waited since 20 November for a reply, after being led to believe it would be only 10 working days to hear.

I used to draft customer replies for a Transport CEO and feedback was always considered a golden opportunity - via your office I note you're not even interested in listening to customers.   There is no need to reply as I'm going to be incredibly angry to receive a further appallingly dreadful bog standard reply.

Considering you allow the SOLR to recoup their customer facing costs - you should really factor in some customer satisfaction factors into these being recoverable.  So my lasting impression of Ofgem will remain no matter what - the energy supplier wins & customers continue to lose!!

A very disappointed Ofgem customer!

JustAnotherSaver

I've absolutely no clue where I'm at with this Tonik mess. 

I contacted them asking for an explanation on this offset payment. They said their administrators were on to it and would be in touch. That was probably a month ago now.

Then their administrators got in touch the other day to say they were in touch last week and want paying, basically.

Well no you weren't in touch last week because what you said was a generic template email that answered absolutely zero of my questioning and until you can satisfy me that YOU are right and >I< am wrong, which I am more than willing to hold my hand up to if that's the case, then we'll be going nowhere and if we have to go to court then so be it. I've got the emails that show me trying to come to an understanding and absolutely zip from you.

I've applied to switch away from Scottish Power. I've opted to go to Shell Energy in the end.

Some may warn against it but to be honest i got sick of reading negative about this company, negative about that company, high prices on this company that gets ok reviews, high prices on that company. Shell Energy seemed to cut a middle ground for me so i went for it.

They claim they will take over the supply on 31-Dec. Let's hope Scottish Power don't mess up.

Annieddiva

@JustAnotherSaver - I've still had no explanation of my offset payment either - that's reminded I was going to keep emailing on a monthly basis which means chase again today.... It usually takes 12 months to wind up a company - so Tonik shouldn't be in a rush for payment until they explain what we don't understand!  All the best with the move from SP, mine went smoothly....

Bark01

I just checked my bank and have been credited with all money owed. The money was credit 2 days after I received my final SP bill. I'm now an ex customer of SP and no money is owed by wither party.

My timeline is:

14th October - SP emailed me to ask for reads and bank details as they would be taking over supply on the 10th October

22nd October - Email from SP confirming they have my details and readings and requesting not to cancel my DD

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

9th November - the national database shows me as a SP customer

10th November - I started my switch away

23rd November - SP email to confirm my credit has been transferred from Tonik to to my SP account and will show on my next bill as a credit, but they are still "busy" setting up my account...

26th November Confirmation from my new supplier that my account goes live on the 1st December (3 weeks after starting the switch)

30th November - Welcome pack from SP

1st December - Email from PFP saying I'm now live with them and asking for meter reads

15th December - email from SP with final bill

17th December - Credit from SP appeared in my bank account.