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    • MSE Andrew
      Verified User verified user
    • By MSE Andrew Verified User verified user 1st Feb 17, 12:03 PM
    • 82Posts
    • 21Thanks
    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 9
    • tghe-retford
    • By tghe-retford 27th Mar 18, 7:33 PM
    • 366 Posts
    • 4,164 Thanks
    tghe-retford
    Just got this email:



    I'm rather annoyed as Toto was the cheapest Pre-Pay with no Standing charge around!! (total combined bill of £490 a year!)

    Now i'm left waiting to find out if I'll get dumped on Utilita's tariffs and a massive hike in my bills(£100 extra a year!!), or be kept on the TOTO's rates!

    But as soon as the move me I'll be looking to switch away from pre pay and Utilita...
    Originally posted by S0litaire
    I've already had the email welcoming me to Utilita and it states in the email:

    "Rest assured, we will honour your current tariff – including unit rate and standing charge – until at least June 30".

    So I guess those who are being moved have two months of the current tariff at least until they move to an far more expensive tariff - regardless of who you go with - pay around £100 a year extra or slightly less and take a gamble with lower customer rated energy firms. Everyone looks to be enforcing standing charges or a much higher price for the first x amount of usage which is bad news for pre-pay low energy users.

    At least we're not tied in from what I can see.
    • Hengus
    • By Hengus 27th Mar 18, 9:34 PM
    • 6,084 Posts
    • 3,871 Thanks
    Hengus
    It would seem that Ofgem has indeed had a busy day (from the Daily Telegraph website):

    Meanwhile, the regulator confirmed that it is in talks with a further two energy minnows after Toto Energy sparked fresh customer outrage by arranging to hand over around 16,000 of its customers on pre-payment meters to Utilita Energy, without offering them a choice to be included in the transfer.

    In a letter to customers over the weekend, seen by The Daily Telegraph, Toto said it had decided !!!8220;to specialise in the things we do well for a smaller number of customers!!!8221; and would move some to Utilita from April 10.

    Victoria MacGregor, of Citizens Advice, branded Toto!!!8217;s handling of the transfer !!!8220;appalling!!!8221;.

    !!!8220;We think customers should have been given advance notice of the transfer, giving them the choice to transfer automatically to Utilita or switch to another supplier. Toto!!!8217;s customer service in this instance has fallen well below what we would expect of a responsible energy supplier,!!!8221; she said.
    • S0litaire
    • By S0litaire 28th Mar 18, 3:54 PM
    • 3,434 Posts
    • 2,168 Thanks
    S0litaire
    I've already had the email welcoming me to Utilita and it states in the email:

    "Rest assured, we will honour your current tariff – including unit rate and standing charge – until at least June 30".

    So I guess those who are being moved have two months of the current tariff at least until they move to an far more expensive tariff - regardless of who you go with - pay around £100 a year extra or slightly less and take a gamble with lower customer rated energy firms. Everyone looks to be enforcing standing charges or a much higher price for the first x amount of usage which is bad news for pre-pay low energy users.

    At least we're not tied in from what I can see.
    Originally posted by tghe-retford
    We're you on pre-paid or monthly plans?

    I'm on pre-pay,
    I've sent an email to TOTO informing them of my "displeasure" about the move and the way they handled this, and enquiring if my TOTO tariff will be honoured by Utilita

    But I'll be trying to change to a monthly provider and get out of pre-payment system ASAP!
    Laters

    Sol

    "Have you found the secrets of the universe? Asked Zebade "I'm sure I left them here somewhere"
    • PennineAcute
    • By PennineAcute 28th Mar 18, 6:03 PM
    • 154 Posts
    • 71 Thanks
    PennineAcute
    From the info floating around the NET, Toto have said that Utilitia will honour your tariff rates until 30 June, at the earliest.

    Whether they do, is another thing.
    • tghe-retford
    • By tghe-retford 28th Mar 18, 6:42 PM
    • 366 Posts
    • 4,164 Thanks
    tghe-retford
    We're you on pre-paid or monthly plans?

    I'm on pre-pay,
    I've sent an email to TOTO informing them of my "displeasure" about the move and the way they handled this, and enquiring if my TOTO tariff will be honoured by Utilita

    But I'll be trying to change to a monthly provider and get out of pre-payment system ASAP!
    Originally posted by S0litaire
    Pre-payment.

    Doing a comparison of the prices, there isn't much between the suppliers now for pre-payment customers. The advice for people to switch to a credit meter if they can is becoming more pressing by the day.
    • Tutti
    • By Tutti 30th Mar 18, 5:42 PM
    • 3 Posts
    • 2 Thanks
    Tutti
    OMG !!!55357;!!!56878; just had an email from Toto, didn!!!8217;t switch with the price hike reversal. Was happy enough to deal with the seasonal DD which saw me paying £159.00 during the winter and £59 during the summer but have just received an email stating that due to energy hikes my summer DD will be £159.00
    • bobby_davro
    • By bobby_davro 5th Apr 18, 6:50 AM
    • 1 Posts
    • 1 Thanks
    bobby_davro
    Received an email from Toto on Good Friday zero working days before the Direct Debit was due to be taken that the DD was suddenly going to be £134 "winter" level instead of the expected £49 despite being £165 in credit over winter. The Direct Debit guarantee is that any price changes should be communicated at least 10 working days before the DD is taken out. Sounds like a desperate cashflow situation to unexpectedly change the DD at such short notice.

    As the winter payment seems to be vastly over my actual energy use especially with winter being over and my lack of success in getting them to even refund £100 requested over a month ago, I think it's just a money grabbing exercise so that I build up a massive credit with them which is then almost impossible to get back.

    Would not recommend. I'm a newbie to energy switching and should havre done more due diligence but thought that OfGem regulated the sector effectively which they don't seem to.
    • SurreyUser
    • By SurreyUser 8th Apr 18, 10:20 AM
    • 1 Posts
    • 2 Thanks
    SurreyUser
    If you are thinking of joining TOTO Energy then my advice is -
    DON'T! In my experience they never ever respond to emails or letters. You can have an online chat if you wait long enough but make sure that you take a copy of the 'conversation' because this too can be very inconclusive.
    • theenforcer22
    • By theenforcer22 9th Apr 18, 1:50 PM
    • 1 Posts
    • 2 Thanks
    theenforcer22
    Badly Organised
    I left Toto Energy in January 2018. They took a payment of £90 that they shouldn't of as I'd left, and due to errors and staffing disorganisation I am still waiting to be reimbursed for this as at April 2018.
    • S0litaire
    • By S0litaire 10th Apr 18, 12:34 PM
    • 3,434 Posts
    • 2,168 Thanks
    S0litaire
    Soooo..... ( looks around..) I was one of the people who got the email about being dumped from toto onto Utilita.


    It's now the 10th and no switchover from Toto to Utilita looks to be happening.

    Not even a "welcome to Utilita" email ( Unless it went directly into my spam folder!!) Or a reply to the email I sent toto 2 weeks ago!!

    Anyone else get the email but has not been transferred yet?
    Laters

    Sol

    "Have you found the secrets of the universe? Asked Zebade "I'm sure I left them here somewhere"
    • PJKZDK
    • By PJKZDK 16th Apr 18, 10:48 AM
    • 2 Posts
    • 1 Thanks
    PJKZDK
    I am now an ex-Toto customer having switched to Bulb in January however, due to some incorrect meter readings we mistakenly gave to Toto last year they will now not accept our final, correct readings for the account and claim that we owe a further £170. My new supplier has tried to resolve the issue with them and i have sent them chapter and verse with as much suporting evidence as i can to prove to them that i am not lying. They will not accept this from me and tell me that it must come from Bulb but, when they raise a complaint Toto reject it.
    I am at a loss. They have been a problem from the day we started to use them, i've experienced all the issues other members have described, wrong DD, no customer service response, sudden unexplained price hike at the end of last year for 'winter fuel costs'; they are just a pain. Now i see they are off loading customers, thank goodness we had already moved.
    I don't know how to resolve my problem now other than complaining to the ombudsman as it appears that Toto will not accept any evidence i try to give them.
    I would seriously urge everyone to avoid this lot like the plague, they are really not worth the stress and also they lie about their pricing.
    • ashtonwn4
    • By ashtonwn4 16th Apr 18, 11:20 AM
    • 30 Posts
    • 9 Thanks
    ashtonwn4
    Toto to utilita. Would have been nice to have been asked.
    I was with TOTO, joined them in the end of Feb '18 then I get email saying I'm being pushed onto Utilita. No questions. Wouldn't mind so much if I'd been given the option to decline or change but 'No', just an email saying 'you're changing'. I'll keep an open mind but if OFGEN are involved then......well maybe it's not all good. Shame really as I tend to support the little guys.
    • jackywacky
    • By jackywacky 16th Apr 18, 12:28 PM
    • 69 Posts
    • 15 Thanks
    jackywacky
    I am now an ex-Toto customer having switched to Bulb in January however, due to some incorrect meter readings we mistakenly gave to Toto last year they will now not accept our final, correct readings for the account and claim that we owe a further £170. My new supplier has tried to resolve the issue with them and i have sent them chapter and verse with as much suporting evidence as i can to prove to them that i am not lying. They will not accept this from me and tell me that it must come from Bulb but, when they raise a complaint Toto reject it.
    I am at a loss. They have been a problem from the day we started to use them, i've experienced all the issues other members have described, wrong DD, no customer service response, sudden unexplained price hike at the end of last year for 'winter fuel costs'; they are just a pain. Now i see they are off loading customers, thank goodness we had already moved.
    I don't know how to resolve my problem now other than complaining to the ombudsman as it appears that Toto will not accept any evidence i try to give them.
    I would seriously urge everyone to avoid this lot like the plague, they are really not worth the stress and also they lie about their pricing.
    Originally posted by PJKZDK

    You could try...........
    https://www.resolver.co.uk/
    • PJKZDK
    • By PJKZDK 16th Apr 18, 12:48 PM
    • 2 Posts
    • 1 Thanks
    PJKZDK
    Thanks Jackywacky I will give this a try, much appreciated.
    • Hengus
    • By Hengus 16th Apr 18, 1:59 PM
    • 6,084 Posts
    • 3,871 Thanks
    Hengus
    I am now an ex-Toto customer having switched to Bulb in January however, due to some incorrect meter readings we mistakenly gave to Toto last year they will now not accept our final, correct readings for the account and claim that we owe a further £170. My new supplier has tried to resolve the issue with them and i have sent them chapter and verse with as much suporting evidence as i can to prove to them that i am not lying. They will not accept this from me and tell me that it must come from Bulb but, when they raise a complaint Toto reject it.
    I am at a loss. They have been a problem from the day we started to use them, i've experienced all the issues other members have described, wrong DD, no customer service response, sudden unexplained price hike at the end of last year for 'winter fuel costs'; they are just a pain. Now i see they are off loading customers, thank goodness we had already moved.
    I don't know how to resolve my problem now other than complaining to the ombudsman as it appears that Toto will not accept any evidence i try to give them.
    I would seriously urge everyone to avoid this lot like the plague, they are really not worth the stress and also they lie about their pricing.
    Originally posted by PJKZDK
    The gaining supplier has the Standard Licence obligation placed on it to manage all aspects of a transfer of supply. This includes getting the readings that you provided through the verification process. The verified readings are then passed back to the two suppliers to open and close your accounts. You should only be dealing with your new supplier.

    If Toto believes that the verified readings are incorrect then provided the verified readings are outside given limits (1200kWhs for gas and 250kWhs for electricity), the losing supplier can initiate what is known as an Agreed Readings Dispute with the new supplier. However, if the verified reading for electricity is, say, 10000 and the losing supplier believes based on what it has on its database that the reading should be 10200 then that's just tough. The losing supplier HAS to accept the verified reading.

    Why might the losing supplier be playing 'hard ball'? I will leave you to work that out for yourself.

    My advice. raise a complaint against Bulb and remind them that they have a SLC which requires them to agree verified meter readings with the losing supplier. Knowing Bulb, they will be want to get this resolved. Similarly, if you have not had a Final Bill from Toto within the period up to 6 weeks from the date of transfer, then raise a written complaint against them for a breach of SLCs relating to Final Billing.
    • iwork4utilita
    • By iwork4utilita 26th Apr 18, 5:29 PM
    • 3 Posts
    • 0 Thanks
    iwork4utilita
    be aware that a lot of toto pre pay customers will be switched to utilita, possibly toto cant handle the amount of customers they have. if anyone is switched from toto to utilita and utilita ask them to have a utilita meter fitted, the price of their gas and electricity will go to utilita tariff which is higher
    • RuthieW
    • By RuthieW 30th Apr 18, 9:57 PM
    • 3 Posts
    • 1 Thanks
    RuthieW
    Avoid!!
    I was briefly a Toto customer but ended my contract early when they hiked the prices. I received no communication as to when my account would be closed so left my direct debit in place for a couple of months to ensure I did not owe anything. Unfortunately I eventually realised that Toto continued taking payments for 3 months after the contract should have ended as they did not close my account. I notified them of this in March and was advised that although it normally takes 28 days to process a refund, this would be escalated due the large sum involved. To date I have not received my money. I have been told by two separate advisers that my claim has been escalated but this has made no difference. Avoid this company as customer service is appalling and there appears to be no way of reclaiming any over payments!
    • televisionsover
    • By televisionsover 24th May 18, 8:59 PM
    • 6 Posts
    • 4 Thanks
    televisionsover
    Dire.

    They have been an absolute nightmare to deal from from delays in setting up account access, to unavailable bills, unreadable 'smart' meters to the latest round of atrocious 'customer care' when I'd had enough and left them and wanted to leave. They didn't take my Direct Debit and then started threatening me! Needless to say, no written apology as promised...

    Avoid!

    Avoid!

    Avoid!
    • televisionsover
    • By televisionsover 24th May 18, 9:02 PM
    • 6 Posts
    • 4 Thanks
    televisionsover
    Toto are DIRE!

    They have been an absolute nightmare to deal from from delays in setting up account access, to unavailable bills, unreadable 'smart' meters to the latest round of atrocious 'customer care' when I'd had enough and left them they didn't take my Direct Debit and threatened me with all sorts of horrible consequences. They admitted that this was their fault, but needless to say, the promised written apology and confirmation of this never materialized...

    AVOID!

    AVOID!

    AVOID!
    • DG 300
    • By DG 300 26th May 18, 10:01 PM
    • 1 Posts
    • 2 Thanks
    DG 300
    I have fallen victim to TOTO Energy, having now been waiting 5 months to resolve a switch issue with them. Looking into their methods (on here and Trust Pilot) they appear to follow a similar Modus Operandi. After signing up to what appears to be a good deal and recommended by MSE I stayed a year before switching (large price hike loomed) and the following actions commenced: Immediate increase to the DD by 50%. despite my having switched they took payment. (Their excuse was it was the bank not them, not my understanding of how a DD works). They deny having received a gas meter reading despite my new provider stating the contrary. This went on for several months. They now confirm receipt of this and claim the matter is now with the accounts dept. (Has been for weeks). Many others appear to be in a similar situation having hundreds of pounds owing to them. Given TOTO's actions appear to be on an industrial scale I have written to OFGEM to advise them of the conduct . There are no doubt many elderly and vulnerable people affected by this cynical behaviour. If anyone from the MSE site reads this would you kindly help us? I think we might need it..
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