Switched suppliers, charged by both for gas

Gandru

02/03/20 Started process of dual fuel switch from Tonik to Outfox the Market

23/03/20 Electricity switch completed okay, but charged by both suppliers for gas from this date, and the Tonik account page shows a new ongoing supply from 28/03/20 (though the account balance has remained static since the most recent bill, which it doesn't usually do). 

25/04/20 Emailed both, automated reply (no problem with that) only from Tonik. 

09/05/20 Considered sending a nudge to both as its been 14 days, but wondering whether to let final billing take its course, what with the lockdown and all. 

Next Tonik direct debit due on 18/05/20 so feeling inclined to change/cancel that in the next few days.  I have a credit balance with them and don't want to prevent them repaying me, but nor do I want/need to pay them anymore!

Any pointers/experience would be welcome. 

Gerry1

Find out who really supplies you at https://www.findmysupplier.energy/webapp/index.html

If it's OTM, hassle Tonik and cancel their DD.

Gandru

Gerry1 said:

Find out who really supplies you at
If it's OTM, hassle Tonik and cancel their DD.

Apparently its Foxlove Energy Supply Limited!  I don't recall seeing that name before, either in comparison results or any of the few that I asked for quotes directly from.  That's muddied the water somewhat ...

Gerry1

OTM is a trading name of Foxglove, so hassle Tonik.

Gandru

Gerry1 said:

Foxglove is effectively OTM, so hassle Tonik.

I wondered because of the fox element of the name, but couldn't find a company link apart from address, though I now see they share some directors.  Very helpful, thank you, I shall do that. 

Gerry1

Gandru said:

02/03/20 Started process of dual fuel switch from Tonik to Outfox the Market
23/03/20 Electricity switch completed okay, but charged by both suppliers for gas from this date, and the Tonik account page shows a new ongoing supply from 28/03/20 (though the account balance has remained static since the most recent bill, which it doesn't usually do).

Seems a bit confusing: have they really charged you, e.g. by taking another DD or are they just being slow to generate the final bill?  Under the old rules (before 1 May 2020) there was no time limit for generating the final bill, so it's still early days.  The 'new ongoing supply' may be just a dummy account until the final bill has been issued and the credit refunded.  Tonik certainly haven't had a great reputation recently, but coronavirus won't have helped.

If they've broken the DD rules you could ask the bank for an immediate refund, cancel the DD, do the sums and send them a one-off payment to settle the account if there's then a balance owing.  But it might be better to wait a bit longer, perhaps just cancelling the DD if you're sure you'll still be in credit.

Gandru

Tonik have charged me up to 12/04/20, OTM started charging from 23/03/20. 

I think it is just slowness for the various reasons.  By my reckoning it is now 7 weeks since OTM started to charge. 

I doubt Tonik have broken DD rules yet (my guess at what is reasonable, nothing substantial).  Whilst I had a small credit opening balance, there was still some genuine supply on the most recent bill (25/04/20, not 'Final'). 

There were also charges that duplicate OTM period, and new rates from 28/03/20 (that would have come into affect at the end of the fixed term contract, had I not switched). 

The bill shows next DD to be taken as usual.  There's no option in Tonik account to vary the amount, and with my bank only to cancel not amend. 

I tried calling Tonik but not even a ring, the call failed each time, so I've sent them a follow-up email. 

I'll probably cancel DD in the next couple of days.  It's for £105 and I reckon they already owe me £70+