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Tonik Energy - what a disaster. Avoid them.
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I re-joined Tonik in April 2019 after my previous provider OneSelect went bust in December 2018 and I was migrated to TogetherEnergy. I have a dual fuel tariff which also includes cheaper off-peak electricity.
All was well until February 2020 when I stopped receiving the monthly email to submit readings and no bills were received. In April 2020 I received an email asking for a meter reading but when I tried to submit the figures online I encountered an error. I reported it via their website and within a couple of days I was asked various other information, all of which could have been established if their online form was better designed and they actually read the information I'd originally submitted. I was told my issue would be dealt with, and that I'd be updated. Well I was not updated, the issue remained, and despite subsequent emails and phone calls nothing changed, many promises were made but not met, no updates were provided but my account balance was rising due to the monthly DD. I spoke to or had replies from four customer service people, all of which said they would do this, that and the other to fix my issue but then they all went silent on me which then promoted me to raise another ticket, and so on. During this time I attempted to enter new readings from time to time. Sometime in May I was able to submit just the two electricity readings but not gas, and so it went on.
I lodged a compliant via their equally awful online complaint process in May, and after nearly 3 weeks my complaint was acknowledged on 11th June via an automated email saying it would be investigated and replied to within 10 working days.
That time expired last Thursday 25th June but no further updates had been received, so today I checked my account and attempted to submit a gas reading. This time it appeared to work, so I shall wait and see if a bill materialises. Tomorrow I plan to take new readings and submit them all at the same time and see what happens.
However, my tariff expires in August 2020, when I shall be moving my business from Tonik and will never return.
All was well until February 2020 when I stopped receiving the monthly email to submit readings and no bills were received. In April 2020 I received an email asking for a meter reading but when I tried to submit the figures online I encountered an error. I reported it via their website and within a couple of days I was asked various other information, all of which could have been established if their online form was better designed and they actually read the information I'd originally submitted. I was told my issue would be dealt with, and that I'd be updated. Well I was not updated, the issue remained, and despite subsequent emails and phone calls nothing changed, many promises were made but not met, no updates were provided but my account balance was rising due to the monthly DD. I spoke to or had replies from four customer service people, all of which said they would do this, that and the other to fix my issue but then they all went silent on me which then promoted me to raise another ticket, and so on. During this time I attempted to enter new readings from time to time. Sometime in May I was able to submit just the two electricity readings but not gas, and so it went on.
I lodged a compliant via their equally awful online complaint process in May, and after nearly 3 weeks my complaint was acknowledged on 11th June via an automated email saying it would be investigated and replied to within 10 working days.
That time expired last Thursday 25th June but no further updates had been received, so today I checked my account and attempted to submit a gas reading. This time it appeared to work, so I shall wait and see if a bill materialises. Tomorrow I plan to take new readings and submit them all at the same time and see what happens.
However, my tariff expires in August 2020, when I shall be moving my business from Tonik and will never return.
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