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    • MSE Andrew
      Verified User verified user
    • By MSE Andrew Verified User verified user 1st Feb 17, 12:03 PM
    • 72Posts
    • 7Thanks
    MSE Andrew
    Toto Energy reviews: add your feedback
    • #1
    • 1st Feb 17, 12:03 PM
    Toto Energy reviews: add your feedback 1st Feb 17 at 12:03 PM
    This is a feedback thread on energy supplier

    Toto Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven!!!8217;t already, join the forum to reply.
    Last edited by MSE Andrea; 13-12-2017 at 12:22 PM.
Page 7
    • grai
    • By grai 16th Jan 18, 4:15 PM
    • 254 Posts
    • 106 Thanks
    grai
    I have a prepayment meter
    do I have to pay money to ToTo to switch from them?
    I've been with them 2 weeks and read this thread too late so I want to get rid of them (the name"ToTo" should have been a clue)

    also should I ditch the energy club on MSE as that was what got me into this mess? I assumed they knew all the companies they were recommending, obviously not
    • Hengus
    • By Hengus 16th Jan 18, 5:03 PM
    • 5,933 Posts
    • 3,652 Thanks
    Hengus

    also should I ditch the energy club on MSE as that was what got me into this mess? I assumed they knew all the companies they were recommending, obviously not
    Originally posted by grai
    Price comparison websites do not have the time; people or the money to carry out due diligence checks on 50 or so energy suppliers - even if the suppliers would give them the time and access. Remember, many of the small start ups are little more than a person with a laptop. Ofgem has also publicly stated that it is not in the business of checking that the person or persons it awards a Supply Licence to are ‘fit and proper’ persons to run a business. When you choose a supplier it is a case of Caveat Emptor - buyer beware. In addition to what is posted about individual suppliers on this website have a look at Trustpilot and Facebook. Citizens Advice also publishes Complaints’ Tables.
    • neo1607
    • By neo1607 17th Jan 18, 10:23 AM
    • 91 Posts
    • 108 Thanks
    neo1607
    I swapped both me and my mum to Toto back in October (2 seperate properties), I moved out of my house on the 27th of November and it has taken until now to get a final bill off them, almost 7 full weeks of chasing them up once/twice a week each time being promised that "i would receive it within 2 to 3 days"

    Appalling customer service from them, I've now moved my mum away from them as well as I did not like the attitude I was getting from their customer services
    • grai
    • By grai 21st Jan 18, 12:27 AM
    • 254 Posts
    • 106 Thanks
    grai
    I'm so disillusioned by this - basically this MSE website is useless! Here's me thinking it was some kind of authority with a hotline to every energy company warning people of rip offs - it's really no wiser than you or me
    • Hengus
    • By Hengus 21st Jan 18, 9:13 AM
    • 5,933 Posts
    • 3,652 Thanks
    Hengus
    I'm so disillusioned by this - basically this MSE website is useless! Here's me thinking it was some kind of authority with a hotline to every energy company warning people of rip offs - it's really no wiser than you or me
    Originally posted by grai
    What made you think that MSE 'was some kind of Authority"? Suppliers are not going to give the many price comparison websites full access to their business. Indeed, Ofgem itself has said that when it awards a Supply Licence it is not making any judgement on whether the people running the business are fit and proper persons.

    I have never understood the criteria that MSE CEC uses to decide on its 'top picks'. I have also long believed that choosing an energy supplier is a case of Caveat Emptor. If things go wrong, then I just 'ditch and switch'.
    • IvanD
    • By IvanD 24th Jan 18, 8:13 AM
    • 1 Posts
    • 3 Thanks
    IvanD
    Toto rip-off
    I selected Toto Energy in Oct 17 via the switching app Volt. The switch went to plan but one month later I received a price increase email which implied a 50% uplift in my cost of gas and a 10% increas in electrify. I contacted Toto to understand their grotesque increase but they offered no plausible explanation, so I switched immediately. A month after switching they debited an unauthorised payment from my account that was 50% larger than the previously agreed direct debit, despite having moved to a new supplier. I immediately cancelled my DD and subsequently contacted Toto who agreed that they shouldn’t have processed the debit and committed to return the money (£312) within 14 days. At no time during the two months I was with Toto did they provide a statement but worse stil, they were constantly in breach of the Direct Debit rules by not providing any notice of a planned debit, I contacted my bank to complain about Toto’s breach of the Direct Debit scheme rules and they immediately reversed the transaction. Toto appears to be run by people with extremely poor judgement and an inadequate grasp or regard for the rules that apply to DD payments. I pity those that put their trust in this morally bereft cowboy outfit, as unless they keep a very close watch on their email inbox and bank account they’re very likely to become victims of their sharp and ill-conceived practices. Don’t be lured by disingenuous prices - AVOID Toto and always seek a 12 month fixed-price deal.
    • colderuk
    • By colderuk 24th Jan 18, 4:32 PM
    • 217 Posts
    • 56 Thanks
    colderuk
    I joined in November 2017 and cancelled in December 2017 when they increased their prices to more than I was paying before.
    In that short period while I was waiting to move they increased my direct debit by 50% without informing me.

    When trying to get answers as why I have found that they never answer their phones, never reply to emails and they cut you off on their live chat when you ask questions about your account.

    I am now waiting on a final bill which they said would take 5 to 10 days but I don't expect to receive anything from them any time soon.

    My advice would be to steer well clear of them.
    Last edited by colderuk; 24-01-2018 at 4:51 PM.
    • jammeister
    • By jammeister 24th Jan 18, 6:59 PM
    • 9 Posts
    • 10 Thanks
    jammeister
    Scam Artists
    I joined in November 2017 and cancelled in December 2017 when they increased their prices to more than I was paying before.
    In that short period while I was waiting to move they increased my direct debit by 50% without informing me.

    When trying to get answers as why I have found that they never answer their phones, never reply to emails and they cut you off on their live chat when you ask questions about your account.

    I am now waiting on a final bill which they said would take 5 to 10 days but I don't expect to receive anything from them any time soon.

    My advice would be to steer well clear of them.
    Originally posted by colderuk

    Suggest you check your final bill very carefully when it does arrive : they are becoming well-known for sending incorrect statements and bills. If they don't send you a final statement / bill [and a refund if you have a credit balance] within ten days, then I suggest you send an official complaint to the Energy Ombudsman. The Ombudsman has already made at least one ruling against TOTO for their dreadful behaviour.
    • Hengus
    • By Hengus 24th Jan 18, 7:37 PM
    • 5,933 Posts
    • 3,652 Thanks
    Hengus
    Suggest you check your final bill very carefully when it does arrive : they are becoming well-known for sending incorrect statements and bills. If they don't send you a final statement / bill [and a refund if you have a credit balance] within ten days, then I suggest you send an official complaint to the Energy Ombudsman. The Ombudsman has already made at least one ruling against TOTO for their dreadful behaviour.
    Originally posted by jammeister
    Under EU law and under the terms of their Supply Licence, suppliers have to use REASONABLE endeavours to issue a Final Bill no later than 6 weeks after the actual transfer of supply. There are no rules on how soon a credit balance has to be repaid. A complaint to The Energy Ombudsman will only be considered after a complainant has followed the supplier!!!8217;s complaints procedure and 8 weeks has elapsed since the complaint was made.

    I am not defending the system, and I am aware from posts on this forum that some suppliers are playing the 6 week card to the day.
    • Cornish Dave
    • By Cornish Dave 25th Jan 18, 12:18 PM
    • 14 Posts
    • 12 Thanks
    Cornish Dave
    Toto Energy a Disaster
    Do not under any circumstances get involved with this disaster of an organisation. I switched to them in the summer of last year from Sainsbury's Energy my first mistake! They wrote to me in December telling me about their significant increases and saying I could switch without penalty if I wished to. This was interesting as I had it in writing from them that my account was "fixed". Yep it was a fixed variable account according to them. As we all know their customer service is appalling but after an hour waiting on the phone a guy said he had no idea why my fixed account was increasing. I decided to leave and moved to Breeze Energy on the the 26th December. On 27th December Toto debited my bank account with an unusual amount of £121.89, I assumed this was because I was in debt and wrote to them asking for clarification.

    Now it always takes them two weeks to answer an e-mail, and they did as usual and I received a final account from them saying I was £131.56 in credit and guess what they deucted two termination fees of £10 as I cancelled early. I send another e-mail about this and my credit but hey that was only seven days ago so no reply yet. I checked my bank account today and yes you guessed it they have taken another £121.89 today even though they have confirmed my account is cancelled. My bank has today taken back both direct debits and I have written to them again saying I calculate they now owe me £29.67 but I do not expect to see that anytime soon.

    I think MSE should remove this appalling organisation from their lists, their customer service is a disgrace to say the very least! My advice to anyone is to steer well clear of this awful company!
    • Overthetop
    • By Overthetop 25th Jan 18, 12:21 PM
    • 206 Posts
    • 322 Thanks
    Overthetop
    Toto
    Moved to them from B. gas. When I bought the place.
    I was aware that the house had a smart meter but was told by an engineer these often don't work with other companies. I was away when I went across to Toto so could not give meter readings.
    Got the email stating that I would pay more during winter months, this didn't bother me.
    However last week got an email requesting I take a meter reading. I did not know how to do this as it has the smart thing on the front.
    I phoned Toto and they said no worry we will fit a new meter on Monday and take your meter readin then.
    I stayed in Monday from 1-5pm no one arrived to fit new meter or to read the meter. On Tuesday I received a bill via email which did not state whether it was an estimate or a meter reading.
    I will loose money but today I decided to leave a company that blatantly lies
    • Hengus
    • By Hengus 25th Jan 18, 2:09 PM
    • 5,933 Posts
    • 3,652 Thanks
    Hengus
    Moved to them from B. gas. When I bought the place.
    I was aware that the house had a smart meter but was told by an engineer these often don't work with other companies. I was away when I went across to Toto so could not give meter readings.
    Got the email stating that I would pay more during winter months, this didn't bother me.
    However last week got an email requesting I take a meter reading. I did not know how to do this as it has the smart thing on the front.
    I phoned Toto and they said no worry we will fit a new meter on Monday and take your meter readin then.
    I stayed in Monday from 1-5pm no one arrived to fit new meter or to read the meter. On Tuesday I received a bill via email which did not state whether it was an estimate or a meter reading.
    I will loose money but today I decided to leave a company that blatantly lies
    Originally posted by Overthetop
    I would never allow any supplier to remove a meter without having first checked the meter reading on the meter that is being removed and, for that matter, checking the opening meter reading on the new meter immediately after it has been installed. Without those two readings, the consumer has no way of disputing any future bills.
    • colderuk
    • By colderuk 25th Jan 18, 6:43 PM
    • 217 Posts
    • 56 Thanks
    colderuk
    A quick update to my original post. They have sent through my final bill and it looks fine.I've have sent back what they requested and will wait to see if the money is refunded.

    I just want it all over and done with.
    • Stephen Grimm
    • By Stephen Grimm 2nd Feb 18, 1:38 PM
    • 2 Posts
    • 2 Thanks
    Stephen Grimm
    Cheap and nasty Toto
    Quite honestly this is a cheap and nasty company. Our advice would be to keep well clear.

    We joined Toto a year ago and had to wait until we decided to leave before they paid the joining bonus. We were told towards the end of last year that they were going to charge more during the winter months and less in the summer. When there was a strong response from customers they backed down and said they had cancelled the plan, only to charge us the new high winter rate. This was at the point when we had switched and we are expecting it to be returned, however they have taken a further payment despite having left them with no refund as yet. They say it is because they have not recieved our final meter reading, clearly they do not need 2 payments from us to cover possible slight adjustments! Their staff are pompous and rude and customer service is the worst we have experienced.
    • polymaff
    • By polymaff 2nd Feb 18, 5:16 PM
    • 2,122 Posts
    • 921 Thanks
    polymaff
    I finished with Toto in mid-January. Looking back, I saved a bit of money on what was a competitive tariff. I spent more time than I should have on the phone - but probably no more than I've spent sorting out Scottish Power et al in the past.

    As for a recommendation, I think Toto have saved me the time and effort required. Their current offerings are so far down the CEC listings that you're at significant risk of RSI just scrolling down screen after screen to find them.

    Incidentally, I never had much trouble getting through - never more than 8 minutes - or spoke to other than competent staff. This covers the six calls I had to make after giving notice of leaving. True, they never rendered a final bill I agreed with - and only issued them when requested by me - but each call did result in timely responses.

    Worse things happen. Maybe my new supplier will be better - or worse.
    Last edited by polymaff; 02-02-2018 at 5:19 PM.
    • jackywacky
    • By jackywacky 2nd Feb 18, 8:47 PM
    • 69 Posts
    • 15 Thanks
    jackywacky
    A quick update to my original post. They have sent through my final bill and it looks fine.I've have sent back what they requested and will wait to see if the money is refunded.

    I just want it all over and done with.
    Originally posted by colderuk

    I finished with Toto on 28th December and started to pay my new supplier.
    Toto took further payments on 2nd Jan and today 2nd Feb.
    Just had a quick look at my final energy bill and immediately spotted they've charge me for exit fees even though they said they wouldn't. It says I should contact them for a refund.
    Before I do that I shall certainly scrutinise the bill for other errors.
    Awful company
    • jackywacky
    • By jackywacky 2nd Feb 18, 10:18 PM
    • 69 Posts
    • 15 Thanks
    jackywacky
    Ex Toto customer please check your bills
    I finished with Toto on 28th December and started to pay my new supplier.
    Toto took further payments on 2nd Jan and today 2nd Feb.
    Just had a quick look at my final energy bill and immediately spotted they've charge me for exit fees even though they said they wouldn't. It says I should contact them for a refund.
    Before I do that I shall certainly scrutinise the bill for other errors.
    Awful company
    Originally posted by jackywacky

    I've just checked my final bill and the gas/electric and standing charges are correct. However they've charged me 2 exit payments totalling £20 that I shall ask to be removed.
    Also they've taken another monthly payment not included in the bill so I shall ask for that back as well.
    Are they incompetent or hoping I wouldn't notice?
    • polymaff
    • By polymaff 11th Feb 18, 5:44 PM
    • 2,122 Posts
    • 921 Thanks
    polymaff
    I've just checked my final bill and the gas/electric and standing charges are correct. However they've charged me 2 exit payments totalling £20 that I shall ask to be removed.
    Also they've taken another monthly payment not included in the bill so I shall ask for that back as well.
    Are they incompetent or hoping I wouldn't notice?
    Originally posted by jackywacky
    You left the DD active after your switch date???
    • mr_accountant
    • By mr_accountant 12th Feb 18, 12:34 AM
    • 645 Posts
    • 163 Thanks
    mr_accountant
    From my experience they are totally incompetent so i don't thick there are clever enough to hope you don't notice

    ive recievd a final bill (after complaining on trustpilot) and sure enough the bill they sent includes £20 of exit fees which should not be there.

    i cancelled my direct debit after leaving (i don't trust this lot) and i have been proved correct as they appear to keep taking the money post exit from other customers

    they only owed my £33 so not the end of the world but i have contacted them to refund the £20 exit fees and send the money via bank transfer or cheque.

    i will see if they reply, BTW if they never reply (very common) leave a 1 star review on trustpilot, they reply very quickly to that.
    • rmt299
    • By rmt299 14th Feb 18, 1:07 PM
    • 2 Posts
    • 2 Thanks
    rmt299
    Same experience
    I did exactly the same once they announced the increase. Switch date 4th Jan 18.
    DDfrom Toto and new supplier taken from account in Jan and Feb. I contacted my new supplier regarding the lack of a first bill (to check opening readings) and they did not have a gas meter reading? As TOTO installed a smart meter in July this seemed unacceptable.
    My gas meter was not registered on the system at change-over so TOTO estimated the final bill. ESTIMATE A FINAL BILL??? which had me £124 in credit. A lot of people would have accepted this, especially the Elderly who wouldn't understand the bill.
    After 2 days discussing the matter, TOTO finally logged my gas onto their system and came up with the actual reading!! I calculated my final bill and after speaking to a TOTO rep he eventually agreed with my calculations. He actually had to hand work the calculation. My final bill was actually £246 in credit which was immediately paid into my account,(the only thing TOTO got right). How can a company get their calculation so WRONG and how can someone enter ESTIMATED READING into a final bill??? I am still awaiting the call back from a TOTO senior manager regarding the matter, I suppose it will never come! To add insult to injury the gas meter has still not been added to the national data base so my new supplier still cannot find the opening readings to calculate my bill!!
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