Tomato Energy Credit Scam

PJ12

In July 2024 I left Tomato Energy to a new supplier, however I had a credit balance with them of £145. I wrote/complained to them but it took until October 2024 to get them to agree to credit my WattsApp on line account and issue a final bill, which they did. What they did not do is credit my Bank account. A month later they went bust. All customers at the time were transferred to British Gas. For some reason my details and the credit was not transferred to British Gas. I have been trying to get the money back ever since. British Gas are refusing to help as I am not on their system, The Energy ombudsman agree, so closed the case. I cannot do a Direct Debit Indemnity refund as my Bank says they cannot refund from a company in administration. My only option seems to register as an unsecured creditor and apply for the money via the Administrator, which is what I am doing, but expect to get sod all back. My understanding is that customers credits in Energy companies is protected by some OFGEM regulation, but I cannot find the legislation that states this or is this correct?. Does anyone else have any experience of this and how to go about getting my credit back. Is now clear that Tomato were just playing me along knowing they were going bust. Had I have applied for a indemnity refund before they went bust I would have had the money back but now it looks like the money will be lost.

born_again

Did you ever get your final bill?

As you left before they went bust, there is no credit protection.

Had you waited till You were transferred to BG, then you would have got your credit transferred as well.

DD indemnity would not have you got your money back, as it is not covered in guarantee.

https://www.directdebit.co.uk/direct-debit-guarantee/

PJ12

Yes I did get a final bill and it shows a £145 credit. I realise now that staying would have been the best thing to do, but….

Ayr_Rage

Once again, there is no "scam" just an unfortunate set of circumstance with a provider going out of business.

A_Geordie

https://forums.moneysavingexpert.com/discussion/comment/81991288#Comment_81991288

Is that correct? As I ready the supplier terms and conditions, it says they are required to ringfence credit balances, and there's nothing to indicate that if you leave as a customer you can't recover that back.

Can you point out the relevant conditions that back up what you're saying?

bristolleedsfan

O/P, Why did you have a credit balance with T.E when all posts on forum and T.E terms have only mentioned variable DD, full payment taken monthly after bill issued..?

born_again

https://forums.moneysavingexpert.com/discussion/comment/81991442#Comment_81991442

All I can find is not helpful at all.

Ofgem makes no mention of situation such as the OP's where they moved prior to going bust.

https://www.ofgem.gov.uk/what-happens-if-your-energy-supplier-goes-bust

Although Ai (Artifical Idiot) states "Question" engery co goes bust is credit balance protected

AI Overview If you move home or switch suppliers just before your energy company goes bust, your credit balance is still protected under Ofgem's safety net. The new supplier appointed by Ofgem (the "Supplier of Last Resort") is responsible for refunding any money you are owed, even if you are no longer a customer. [1, 2, 3, 4]

Citing CA Link adds

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/your-energy-supplier-has-gone-bust/

You’ll still move to the new supplier you chose. You won’t need to do anything.

The supplier that’s taken over your old supplier should pay you back any money you’re owed when you move.

Though it makes no mention of any time frame, OP left in July, so would already have been with new supplier for at least 3 months. Tomato went bust November.

So Op could contact Ofgem & see what they say 🤷‍♀️

QrizB

As I ready the supplier terms and conditions, it says they are required to ringfence credit balances,

They are not required to ringfence credit balances. Whatever you're reading, you've misunderstood.

Why did you have a credit balance with T.E when all posts on forum and T.E terms have only mentioned variable DD, full payment taken monthly after bill issued..?

Agreed, IIRC Tomato only offered variable monthly DD. There should be no credit balance to lose.

@PJ12 exactly how did you end up in credit with Tomato?

A_Geordie

https://forums.moneysavingexpert.com/discussion/comment/81991459#Comment_81991459

Can you please elaborate why they are not required to ringfence credit balances. According to the Ofgem Standard Licence Conditions, the conditions would contradict your views, if directed by Ofgem should the supplier's capital fall below the minimum amount, and if I recall this has happened since 2023 give or take.

A_Geordie

Nevermind, British Gas have already confirmed on their website: https://www.britishgas.co.uk/energy/supplier-of-last-resort

Under FAQ What happens to the credit I had with my previous supplier?

born_again

https://forums.moneysavingexpert.com/discussion/comment/81991507#Comment_81991507

Except OP is not part of a "Supplier of Last Resort", move, as they had moved to another supplier at least 3 months previously. So have had no dealing with BG.