Tomato switch failed

Howzy64

I switched to Tomato energy online and the switch date came and went and nothing happened. Left it another couple of days and then called them. Was advised that many switches had not gone through due to a national database issue. They are contacting customers by phone to rectify, but couldn't rectify my switch at that time. It seems they are swamped. They did at least answer the call very quickly which is not something energy companies are famous for. It's a shame not more companies are doing 'time of use' tariffs. Anyone else had a switch fail as it's the first of many switches to fail for me.

kiwiinabd

I was supposed to have switched to Tomato Energy on Monday.  I heard nothing, sent them an email and got no reply !  I  telephoned them this morning and got the same story.

I was told she would send an email to the technical team and they would look into it.   It seems they are well aware of the issue but not proactively sorting it out but waiting for the new customers to contact them.

Not a very impressive start so far !  

Will see how long it takes them to sort out this mess ! 

Howzy64

My suspicion is that the tariffs will be pulled. 

kiwiinabd

I'm still waiting for the switch.

Telephoned twice now and just get we are working on it  !  

I have a contract for the current rates for the next 12 months so they are in breach of contract ! 

DisgruntledAgain

I was meant to have switched energy on 10 February. Just moved house to all electric and previous owner didn't have a very good tariff. Tomato looked good - great prices and quick to 'sign meup'. On their web MyWatts - I had no units being used but assumed it was just lagging behind. Then wrote to old supplier as they had sent a bill rrleating to the previous owner and was informed that I hadn't switched! Trtied to call Tomato. Five calls each listening to plonky music for 15 minues. 2 got cut off. Eventually when I did get through at 4.45pm was told about the National Database and the 'spreadsheet' that the  team are working through and she would add me to it! I was told it should be sorted next week (commencing 3rd March). I hope they sort it and don't pull the tariffs - an all electric house after having gas is leading to shocking (!) bills!!

kiwiinabd

They may pull the tariff for new people signing up now but if you were suppose to have switched in the last few weeks then you will have a contract with the current tariff so they cannot change your rates.

runsonair

Signed up early last week, still awaiting the switch which should have been 23rd, It didn't happen.

Phoned but very little help. MPAS Database problem, no timescale ??

Please be aware if you sign up with tomato energy, after the initial contract documents and the sign up to MyWatts website they use, you may not get any more updates on the switch even if it does not happen.

Scrounger

kiwiinabd said:

I was supposed to have switched to Tomato Energy on Monday.  I heard nothing, sent them an email and got no reply !  I  telephoned them this morning and got the same story.

I was told she would send an email to the technical team and they would look into it.   It seems they are well aware of the issue but not proactively sorting it out but waiting for the new customers to contact them.

Not a very impressive start so far !  

Will see how long it takes them to sort out this mess ! 

@kiwiinabd (and others), according to Ofgem rules you could be due £40 compensation payment for the delay in switching:

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

As highlighted by @Bendo in this TE thread: 

http://forums.moneysavingexpert.com/discussion/comment/81308112#Comment_81308112

It would be a shame to miss out on this free cash!


Scrounger

bristolleedsfan

Additional £40 if initial £40 is not paid within 10 working days of breach occurring.

michaels

bristolleedsfan said:

Additional £40 if initial £40 is not paid within 10 working days of breach occurring.

When this was mentioned on the TE facebook group the CEO gave a very tetchy reply - I wouldn't expect to see that money paid without going to the ombudsman. 

I abandoned my switch to TE because they failed to let me know the switch had failed and could give no ETA for when the situation might be resolved.

However it may only be some regions/DNOs that are impacted so it may still be fine for some.

runsonair

michaels said:

When this was mentioned on the TE facebook group the CEO gave a very tetchy reply - I wouldn't expect to see that money paid without going to the ombudsman.

What did he say, I don't do facebook ?