Tonik Energy Transfer

DianeA

My energy account was transferred to Scottish Power when Tonik energy ceased trading. At that time my account was £390 in credit. When the account was transferred Scottish Power said it was £290 and they would carry it over to my new account. I have tried numerous times to access my account and was unable to sign in. I managed to do so at 4am this morning and found that my account is now £192 in credit. It also informed me that I should be submitting my own meter readings. There is no choice of tarif and I would like to transfer to another provider. When can I do this?

[Deleted User]

Now as you appear to have been a SP customer for over 28 days.

Ginger123456789

Scottish Power were repeatedly asking for my final meter readings and I was sending them as requested. I joined Octopus on the 13th December: Scottish Power again asked me today for final meter readings. I contacted customer services and gave the the previous readings which I had already provided. I was told that I would only be charged up to the 12th December and that my account was £14 in credit and they would send this to me along with my final bill. I pointed out that my Tonik account had been £168 in credit and when would I get this money? I was told that the £168 had not been transferred over from Tonik to Scottish Power yet and they could not tell me when that would happen. When the money is transferred over from Tonik Scottish Power said they would transfer that money over to me.  Any thoughts on when this might happen? If ever. 

DianeA

Thanks Derwent Mailman. I rang Scottish Power yesterday and was told the same as you Ginger. They couldn't tell me when the money would be transferred over. I had the feeling that the money would be from Scottish Power as Tonik didn't have any.

JanTheGran

I have the same problem. I had £240 in credit but it has not yet been added to my account. I wanted that sorted before transferring to another company. Is it safe to do a transfer before the amount has been credited or is it going to disappear down a big hole?

dosh37

ditto - I am also still waiting for Tonik credit payment from SP.

I switched to Avro Energy in December. I paid my final SP bill and the account is now shown as closed.

The final SP bill did not include my Tonik credit.

An email from SP said they were 'waiting for the credit to be transferred from Tonik' and would send me a cheque when it arrived. There was no indication of how long this would take.

My understanding is that SP were appointed SoLR (Supplier of Last Resort) by Ofgem and therefore SP are responsible for repaying credit to Tonik customers. I can see no valid reason for them to delay. I sent my final Tonik bill as an email attachment, so they know the credit due.

I have told SP that if I don't receive payment within 30 days I will be complaining to Ofgem.

Phones4Chris

Payments of any Credit is guaranteed by OFGEM. The Administrators or Tonik have to produce final bills before SP can do anything. So if that hasn't been done complaining to SP probably won't help. Complaining to OFGEM will probably be a waste of time as you'll get a standard response, unless you want to complain to OFGEM that their SoLR procedures are somewhat lacking!

masonic

Ginger123456789 said:

I was told that the £168 had not been transferred over from Tonik to Scottish Power yet and they could not tell me when that would happen. When the money is transferred over from Tonik Scottish Power said they would transfer that money over to me.  Any thoughts on when this might happen? If ever. 

It might never happen and it is not necessary for it to happen. If Tonik could pay all of the credit balances of its customers it likely wouldn't have gone bust. It seems several customers have been told this. Suggest you initiate a formal complaint if you have a final statement from Tonik and the amount of the credit balance is known.

Agree with Phones4Chris, complaining to Ofgem is not going to be productive to your individual case. Once the complaints process is exhausted, then it would appear the Energy Ombudsman will hear complaints about SP - there is some confusion about this owing to SP being registered in Scotland, but several sources suggest they will. See the following for more details: https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/complain-about-your-gas-or-electricity-bill-or-supplier

dosh37

There is an Ofgem leaflet that explains the complaint procedure.

https://www.ofgem.gov.uk/sites/default/files/docs/2014/08/ofg538_web_how_to_leaflet_5.pdf

If that fails the next stage is the Small Claims Court.

I have the final statement from Tonik showing the credit due, so I think should have a good case.

worrywart_3

I’m still waiting as well Scottish power have said the same I said I could forward my final bill from tonik but they said they have to hear it from tonik I did hear that some
Extra energy customers are still waiting years down the line 

applemad_2

I have been given an email today that you should apparently send your details and request to Deloitte who I'm assuming are the administrators for Tonik, the Scottish Power representative said to email the following, I've added spaces in between it to stop it being excluded from the post tonikadministration @ deloitte.co.uk 

I don't know if this will help anyone, I did get an autoresponder back through confirming they received my email and would look into it so here's hoping ?!