Tomato Energy (Electric Only Supplier) - Too Good To Be True ?

SJMALBA

MWT said:

SJMALBA said:

MWT said:

SJMALBA said:

runsonair said:

SJMALBA said:

Scrounger said:

Scrounger said:

nikkijayne28 said:

I meant to update you guys with my complaint about my delayed switch - TE responded to me really promptly to say they’d pay my £80 into my bank account which is good news!

@nikkijayne28, your positive update has prompted me to raise a complaint with TE for a delayed switch last month (welcome email, contract received etc).  

http://www.ofgem.gov.uk/information-consumers/energy-advice-households/get-compensation-problems-switching-energy-suppliers

Good to know they are finally dishing out this free cash. 

Update:

Good news - £80 paid into my Santander Lite account today from Tomato.

Bit of a wait but worth it. 


Scrounger

£80 arrived in my account this morning, too.

Nothing here, are you waiting to be switched or have you both been switched ?

I don't know - TE and Octopus said that the switch did take place (supposed to have been early February), but DNO still said that I was with Octopus; TE finally changed their mind a couple of weeks ago, and said that I am with my previous suppler; Octopus still say they are not my supplier, and, most recently, that the switch did take place, but shouldn't have...

I emailed the Energy Ombudsman over a week ago (I couldn't follow the online process as I don't know who my supplier is, and I haven't had any bills); to date, there has been no response from them...

I would suggest asking your DNO who they consider to be your supplier?

You might be one of those who had their switch blocked by the DNO due to non-payment by Tomato, I'm nit sure there is an industry flow for that so Octopus may be correct in that they completed your switch away from them, but if the DNO blocked the switch to Tomato, Octopus may not be aware of that.

I have, and the DNO say it's Octopus (having banned TE) - Octopus are aware of this, yet still say what I've outlined in my previous post; I'm in limbo, with the various parties supposedly working on it, but weeks after the DNO ban etc. came to light, still no resolution...

I would focus your attention on Octopus, raise this as a complaint and restate that the DNO has confirmed that they are your supplier.

I'd suggest using a DM to their social media team rather than email.

I have been back and forth with Octopus since TE finally said that I'm with Octopus - their most recent replies said: 

'I have spoken with our industry team who have contacted the relevant 3rd parties in an attempt to bring the supply back over to us. However they are unable to action this, their response "supply should have remained with the previous supplier however CSS/DCC processed all the changes and never revoked them, we can not help'
We are continuing to look for a resolution however we do not yet know if this needs to be resolved on our side or Tomato energies side, as above the relevant switching data was processed when it shouldn't have been.'

and

'As for the current status of your supply, this is due to failings on Tomato Energy's part however, we are doing all we can to try and get you out of limbo however we are limited as we technically do not own the supply and their are 3rd parties involved preventing it from moving back or forward. I have been assured by one of the Industry leads that they will provide me with an update on this case as soon as possible.'


The last reply was 19.4.25.

As mentioned, I contacted the Energy Ombudsman over a week ago, with no reply; I've emailed them again today.

MWT

SJMALBA said:

MWT said:

SJMALBA said:

MWT said:

SJMALBA said:

runsonair said:

SJMALBA said:

Scrounger said:

Scrounger said:

nikkijayne28 said:

I meant to update you guys with my complaint about my delayed switch - TE responded to me really promptly to say they’d pay my £80 into my bank account which is good news!

@nikkijayne28, your positive update has prompted me to raise a complaint with TE for a delayed switch last month (welcome email, contract received etc).  

http://www.ofgem.gov.uk/information-consumers/energy-advice-households/get-compensation-problems-switching-energy-suppliers

Good to know they are finally dishing out this free cash. 

Update:

Good news - £80 paid into my Santander Lite account today from Tomato.

Bit of a wait but worth it. 


Scrounger

£80 arrived in my account this morning, too.

Nothing here, are you waiting to be switched or have you both been switched ?

I don't know - TE and Octopus said that the switch did take place (supposed to have been early February), but DNO still said that I was with Octopus; TE finally changed their mind a couple of weeks ago, and said that I am with my previous suppler; Octopus still say they are not my supplier, and, most recently, that the switch did take place, but shouldn't have...

I emailed the Energy Ombudsman over a week ago (I couldn't follow the online process as I don't know who my supplier is, and I haven't had any bills); to date, there has been no response from them...

I would suggest asking your DNO who they consider to be your supplier?

You might be one of those who had their switch blocked by the DNO due to non-payment by Tomato, I'm nit sure there is an industry flow for that so Octopus may be correct in that they completed your switch away from them, but if the DNO blocked the switch to Tomato, Octopus may not be aware of that.

I have, and the DNO say it's Octopus (having banned TE) - Octopus are aware of this, yet still say what I've outlined in my previous post; I'm in limbo, with the various parties supposedly working on it, but weeks after the DNO ban etc. came to light, still no resolution...

I would focus your attention on Octopus, raise this as a complaint and restate that the DNO has confirmed that they are your supplier.

I'd suggest using a DM to their social media team rather than email.

I have been back and forth with Octopus since TE finally said that I'm with Octopus - their most recent replies said: 

'I have spoken with our industry team who have contacted the relevant 3rd parties in an attempt to bring the supply back over to us. However they are unable to action this, their response "supply should have remained with the previous supplier however CSS/DCC processed all the changes and never revoked them, we can not help'
We are continuing to look for a resolution however we do not yet know if this needs to be resolved on our side or Tomato energies side, as above the relevant switching data was processed when it shouldn't have been.'

and

'As for the current status of your supply, this is due to failings on Tomato Energy's part however, we are doing all we can to try and get you out of limbo however we are limited as we technically do not own the supply and their are 3rd parties involved preventing it from moving back or forward. I have been assured by one of the Industry leads that they will provide me with an update on this case as soon as possible.'


The last reply was 19.4.25.

As mentioned, I contacted the Energy Ombudsman over a week ago, with no reply; I've emailed them again today.

So as I suspected this is a problem with the way the flows have been processed and stalled, with no standard solution.

For now, keep reading your meter and calculate your own bill based on the worst case scenario which is probably Octopus's SVT. Set that money aside so you are covered whatever eventually happens.

Once it is resolved I'm sure there will be some debate around which tariff you actually would have been on if you are reverted to Octopus, but now is not the moment for that.

Not sure there is much more that Octopus or Tomato can do and I doubt the Ombudsman can add much either.

SJMALBA

MWT said:

SJMALBA said:

MWT said:

SJMALBA said:

MWT said:

SJMALBA said:

runsonair said:

SJMALBA said:

Scrounger said:

Scrounger said:

nikkijayne28 said:

I meant to update you guys with my complaint about my delayed switch - TE responded to me really promptly to say they’d pay my £80 into my bank account which is good news!

@nikkijayne28, your positive update has prompted me to raise a complaint with TE for a delayed switch last month (welcome email, contract received etc).  

http://www.ofgem.gov.uk/information-consumers/energy-advice-households/get-compensation-problems-switching-energy-suppliers

Good to know they are finally dishing out this free cash. 

Update:

Good news - £80 paid into my Santander Lite account today from Tomato.

Bit of a wait but worth it. 


Scrounger

£80 arrived in my account this morning, too.

Nothing here, are you waiting to be switched or have you both been switched ?

I don't know - TE and Octopus said that the switch did take place (supposed to have been early February), but DNO still said that I was with Octopus; TE finally changed their mind a couple of weeks ago, and said that I am with my previous suppler; Octopus still say they are not my supplier, and, most recently, that the switch did take place, but shouldn't have...

I emailed the Energy Ombudsman over a week ago (I couldn't follow the online process as I don't know who my supplier is, and I haven't had any bills); to date, there has been no response from them...

I would suggest asking your DNO who they consider to be your supplier?

You might be one of those who had their switch blocked by the DNO due to non-payment by Tomato, I'm nit sure there is an industry flow for that so Octopus may be correct in that they completed your switch away from them, but if the DNO blocked the switch to Tomato, Octopus may not be aware of that.

I have, and the DNO say it's Octopus (having banned TE) - Octopus are aware of this, yet still say what I've outlined in my previous post; I'm in limbo, with the various parties supposedly working on it, but weeks after the DNO ban etc. came to light, still no resolution...

I would focus your attention on Octopus, raise this as a complaint and restate that the DNO has confirmed that they are your supplier.

I'd suggest using a DM to their social media team rather than email.

I have been back and forth with Octopus since TE finally said that I'm with Octopus - their most recent replies said: 

'I have spoken with our industry team who have contacted the relevant 3rd parties in an attempt to bring the supply back over to us. However they are unable to action this, their response "supply should have remained with the previous supplier however CSS/DCC processed all the changes and never revoked them, we can not help'
We are continuing to look for a resolution however we do not yet know if this needs to be resolved on our side or Tomato energies side, as above the relevant switching data was processed when it shouldn't have been.'

and

'As for the current status of your supply, this is due to failings on Tomato Energy's part however, we are doing all we can to try and get you out of limbo however we are limited as we technically do not own the supply and their are 3rd parties involved preventing it from moving back or forward. I have been assured by one of the Industry leads that they will provide me with an update on this case as soon as possible.'


The last reply was 19.4.25.

As mentioned, I contacted the Energy Ombudsman over a week ago, with no reply; I've emailed them again today.

So as I suspected this is a problem with the way the flows have been processed and stalled, with no standard solution.

For now, keep reading your meter and calculate your own bill based on the worst case scenario which is probably Octopus's SVT. Set that money aside so you are covered whatever eventually happens.

Once it is resolved I'm sure there will be some debate around which tariff you actually would have been on if you are reverted to Octopus, but now is not the moment for that.

Not sure there is much more that Octopus or Tomato can do and I doubt the Ombudsman can add much either.

Yes, presumably it's down to the CSS to resolve, and they don't appear to know what to do... or agreement between all the relevant parties cannot be reached?

Luckily, I kept my Tracker spreadsheet updated on an ongoing basis, alongside a sheet for TE Lifestyle, and to date (touch wood) there hasn't been any problem with smart meter data via bright/glowmarkt, so I know the exact costs for both; I have also continued supplying manual meter reads to myWatts (which reminds me, latest due 1st of May...). My Tracker end date was/is late June. SVT will be easy to calculate, if it comes to that.

However, not knowing who your suppler is, which tariff you're on (and therefore how to load shift), is, to be euphemistic about it, less than ideal!

MWT

SJMALBA said:

However, not knowing who your suppler is, which tariff you'e on (and therefore how to load shift), is, to be euphemistic about it, less than ideal!

Agreed.

Although Octopus do not seem to be at fault here I suspect they are going to be left on the hook to sort this out eventually.

Hope it gets resolved soon though...

HillStreetBlues

The deadline for the independent report has passed, wonder if it's been met.

tlcgrantham

April bill arrived promptly as usual this morning.                                                                                   

321kwh used at 15.17pkwh thus saving £30+ over SVT. 

Tomato billing has been clear informativeand accurate for me. Superior in many respects to Octopus.

WibbleBaaaaaa

^^^^I am really hoping they manage to get through this as that 40p sc a day made a big difference to me as did that 5p through the night for my storage heater, would have mean't i could have on some heating through the winter in at least 1 room.

Boohoo

All things Tomato Energy must be ok now as this thread is not updated every minute.

My Dad left Tomato Energy middle of April but has not had his last/final bill from them. He used to get a bill at the start of the month.

He's has got his bill from Octopus for the few days he was with them after switching from Tomato.

Maybe it takes longer for the final bill?

masonic

Boohoo said:

All things Tomato Energy must be ok now as this thread is not updated every minute.

Many have fled following the Ofgem Provisional Order. They have until Friday to get their finances in order and hopefully have already submitted an independent report to Ofgem by the deadline last Friday. We will likely not hear anything for a couple of months. Either they will be allowed to take on new customers again, or Ofgem will release a Final Order, revoking their licence.

Final bills generally take 4-6 weeks from switching as they are dependent on industry flows to agree the change of supply reading.

MWT

Boohoo said:

All things Tomato Energy must be ok now as this thread is not updated every minute.

They will only be 'OK' when Ofgem allow them to take on new customers and the DNO's have been paid and allow switching.

That has not happened yet...