Tonik Energy - My Thoughts

Savvy_Sue

Savvy_Sue said:

I emailed them, heard nothing back beyond a bland acknowledgement. I went through Resolver, and within two days I have received the following:

 "I do apologize for the incontinence, I had a look into the account I escalated query for the refund on account a bill on the account." 

I'm hoping they mean 'inconvenience' and that the money will get back to me shortly ...

Well, it looks as if they meant incontinence, as my bills haven't been adjusted. I chase them about once a week to be told "your request has been updated" through Resolver. It's 8 days until I can escalate, and trust me, I shall! 

Savvy_Sue

This afternoon, finding myself at home with a little bit of time on my hands, I phoned Tonik rather than escalating through Resolver. 

The lady I was speaking to had good English, but it wasn't their first language and it took a while for her to grasp that they'd double billed me. After a while she said "How much would you like us to refund you?" Not having anticipated that question, I just said I thought they should refund my April bill, so she said they will. Of course that includes the standing charges, which weren't double billed. 

I also asked for an email to confirm this: that hasn't yet arrived. And the money will take 2-5 days to arrive, she said. Well, we'll see, won't we. 

Did anyone else get a 'result' from Tonik?

inspectorperez

It is difficult to establish whether they are just totally incompetent or wilfully dishonest!.

In my own experience I did eventually receive my refund, but not after making loud noises on social media. I took the view that Ombudsman and Resolver processes were a complete waste of time. Others will disagree, but I did get a result.

I also cancelled my direct debit after I had proof that my new supplier had taken both gas and electricity supplies on board. Again others disagree with this tactic, but it worked for me and prevented Tonik taking further DD's to which they were not entitled.

krish

Social media shaming all the way!! Don't waste your time and energy (no pun intended) or increase your stress with futile phone calls and emails. These lying AHs will only do anything if it stops you publicly posting. Am surprised they've not shut down their social media, since it's only full of angry customers, and the ship has sailed as regards reducing bad PR

Ginger123456789

I have been with Tonik 4 years? Maybe a bit more: up until January this year they were great, no problems at all. From January there has been billing problems however we are back on track now so all good. I have phoned customer service and my bill was reduced from £66 per month to £55 per month they could not have been more helpful. ( I don’t care about someones accent when I am speaking to them not sure why that is relevant: see comment above) anyway I am happy with the service I receive from them. I did get a smart meter installed about 3 years ago and Tonik do take readings every hour or so, ( I ticked the box to allow them to do so ) I can view daily readings on my accounts page on line, maybe that is why I have had a fairly trouble free time with them. And I get 3% interest on a positive balance which is more than the banks. 

However I do feel anxiety increase when I read the comments on this page as it feels like I am the only person in the world who is getting a good service from this company. So I say THANK YOU TONIK you are much appreciated (🤞behind my back) - oh the joy of social media. 

inspectorperez

For anyone interested in obtaining a flavour of Tonik's perception by ex and current customers, visit the Trustpilot website.

Trustpilot does have its critics in terms of true independence, but you can get a feel for a company's performance by reading a good sample of the posts, good and bad and drawing your own conclusions IMHO.

If you click on the link "see a detailed overview" you can filter out the reviews invited by the company, and I think you might find that the results are a shocking reflection on a company which is still being allowed to trade in this energy sector by a toothless Energy Ombudsman!

Savvy_Sue

Ginger123456789 said:

( I don’t care about someones accent when I am speaking to them not sure why that is relevant: see comment above) 

I don't care about someone's accent if it is understandable, and if their command of English is good. In this case, the accent was understandable, but the command of English seemed limited. Either that or a wilful refusal to understand what I was saying ... 

Having said that, it was better than my experience of placing a business order with Virgin Media ... 

And something has been refunded to my account. Too soon to say whether it's the right amount or not, my account isn't completely updated yet. 

rogertr7

Been with Tonik Energy for over 4 months now on a Money saving deal cant get an statement and no replies to email I wish I had never transferred. May even forfeit my £60 exit fee and move to another supplier.