Tomato Energy: Complaints / Customer Support and CEO Complete Lack of Response

bearsfan

I have found Emailing Tomato Energy to be a completely pointless waste of time, as No Response whatsoever is received in a timely manner, however I have very recently started to receive inappropriately untimely and frustrating responses that just don’t answer my concerns and questions

 

My last email conversation with a representative of the company, who I was discussing my issues with, has just been completely ignored

 

Contacting Tomato Energy by Phone, is just as painful, after long waits getting to talk to a customer service agent, I still never got any of the answers I asked for, and quite often got put on hold, then just cut off by Tomato Energy, I raised this with the next agent I spoke to, who advised they would investigate my issues and phone me back the following day……….I’m still awaiting the phone call

 

I have been a Customer of Tomato Energy since 1Dec24, so I have recently received my 1st Months Bill (1Dec24 – 31Dec24)

 

My Bill just told me I had used 105.75kwh in Dec24, without any Meter Readings on the Bill to show me Start / End Readings / how this has been calculated, how can Tomato Energy just do this?, it’s like going to the Supermarket and just being told you owe then £x without any kind of itemized receipt !!

 

I have asked for a confirmed Contract Start Meter Reading, which Tomato Energy have failed to provide. I was out of the country when my transfer to Tomato Energy occurred, so I couldn’t take a meter reading myself, so I immediately responded to Tomato Energy's email to advise so, however never got a response, until a few days ago (too untimely and still no Start Meter Reading provided by Tomato Energy)

 

I have asked for the following, which I would expect to see on my Bill each month: Can these Start and End Meter Readings be entered onto all of my Bill going forward please, so that I can see exactly what I am being charged for?

 

 

My complaint as per above is based on:

 

1. Appalling Customer Service (Phone and Email) and
2. I want to see Meter Readings on my Bill, so I can see and understand what I am being charged for, which you are failing to provide

 

I requested a response and complete closure to this by No Later than Close of Business on Friday 24Jan25, especially to ensure my Jan25 Bill has the Meter Reading details on it, that I need to see (and provision of my Start Date Reading and 31Dec, 1st month Billing Reading), failure to do so, I advised I would immediately escalate this by email to the CEO Mr Alhassan, which I did: farouk.alhassan@tomato.energy

No Response from Complaints Department over a long period of time and likewise, No Response from my multiple emails to the CEO, Mr Alhassan farouk.alhassan@tomato.energy

How can a company operate like this, Ombudsmen is my next step, just appalling Tomato Energy

 

QrizB

There's a long thread on Tomato Energy, including some thoughts on the public statements made by their CEO. You might like to read it.

https://forums.moneysavingexpert.com/discussion/6549717/tomato-energy-electric-only-supplier-too-good-to-be-true

wakeupalarm

Also watch out for being double charged for units by your old supplier and Tomato Energy on the switchover, Octopus Energy in my case appear to have just invented a reading in order to issue a bill to avoid paying £40 compensation for late billing.  This is probably to do with Tomato Energy failing to provide meter readings.

masonic

bearsfan said:

My Bill just told me I had used 105.75kwh in Dec24, without any Meter Readings on the Bill to show me Start / End Readings / how this has been calculated, how can Tomato Energy just do this?, it’s like going to the Supermarket and just being told you owe then £x without any kind of itemized receipt !!

They bill most people using half hourly consumption data, not meter readings. This is fairly normal practice for time of use tariffs. They provide this as a separate file accompanying the bill, which you can download and scrutinise from MyWatts. The bill itself shows a bar graph of daily totals and some quite unhelpful tiny line plots for each day.

I don't believe they have the capability to take meter readings as opposed to collecting the half hourly consumption data, so any meter readings will probably have to be provided by you.

Alnat1

masonic said:

bearsfan said:

My Bill just told me I had used 105.75kwh in Dec24, without any Meter Readings on the Bill to show me Start / End Readings / how this has been calculated, how can Tomato Energy just do this?, it’s like going to the Supermarket and just being told you owe then £x without any kind of itemized receipt !!

They bill most people using half hourly consumption data, not meter readings. This is fairly normal practice for time of use tariffs. They provide this as a separate file accompanying the bill, which you can download and scrutinise from MyWatts. The bill itself shows a bar graph of daily totals and some quite unhelpful tiny line plots for each day.

I don't believe they have the capability to take meter readings as opposed to collecting the half hourly consumption data, so any meter readings will probably have to be provided by you.

But shouldn't the gaining supplier give a reading to the old supplier so they know the "takeover" point for billing?

Chrysalis

The readings on the mywatts I think are just validated readings, whats used for the bill is conumption measurements, I think you can download the CSV for the bill from the mywatts page?

Also TE barely monitor the email, I had an agent tell me she would wait for an email she wanted me to send, and to be fair she responded quickly on it, but she said its not routinely checked, so phone is best way at the moment for TE, my experience with phone has been excellent, but obviously thats just me.
I think the bills should be broken down, but that isnt there on the current implementation, so you need to fetch the CSV from mywatts.
This link to fetch the usage breakdown.  https://www.mywatts.co.uk/billing