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Reviews 770
brian earnshaw
Sep 09,2020The worst customer service I have ever experienced, even allowing for the coronavirus disruption. Despite being with Tonik for less than 3 months I was nearly 3 months in credit (!) MANY phone calls and emails have been made and sent trying to get a portion of this back. Even after switching supplier, solely due to this poor service, 4 months later I am still waiting for the final balance to be refunded. Avoid at all costs.
Itsgp
Sep 09,2020Managed to mess my switch up first time around, then (when they did manage to do it) treated it as a renewal and didn't put me on the best tariff. They also used the wrong meter readings at the start (so are overestimating my usage) There's now an MPAN issue on the electricity supply and I can't supply meter readings (even on the gas supply!) either online or via email, I send them in but Tonik don't update the account (but still send an email every month asking for them!). I've raised queries with them which they say they're progressing (honestly most of the folks in the call centre haven't got a clue) and tried to submit a complaint but (guess what) the system won't let you. It's going to be Ofgem next and an early termination without penalty for me. Seriously go anywhere else for your supply but don't use these guys
emma bennett
Sep 09,2020I agree with ALL the bad reviews. I've only just switched to them and the problems have already started one month in. Changed DD date which was confirmed in writing by Tonik only to be debited again today on the wrong date. I've now cancelled my DD and will not be reinstating it. As others have said Customer Service is appalling and a bunch of liars when they decide to finally answer an email. I keep trails of everything - never ring always have it in writing to back up the bad service you receive!!
Sara Smith
Sep 09,2020AVOID AVOID AVOID!!! if you want to over pay on your energy bills deal with incompetent delinquents that have no customer service skills then this Tonik energy is for you.
Ziyad Thomas
Sep 09,2020Like many of the other reviewers on here, I had issues with Tonik metering and billing me correctly. After months of trying to get their customer service team to rectify the issues I was forced to take the matter to the Ombudsman who decided in my favor. It took nearly 7 months and the intervention of the Ombudsman to get an accurate bill! One of the resolutions agreed was the payment of a small 'goodwill gesture' which Tonik have dishonestly tried to avoid paying by juggling non-existent balance sheets. The fine was pathetically low and by looking to avoid it, it just demonstrates the level of contempt this Company has for its customers and former customers.
Customer
Sep 09,2020This company should have it’s license revoked. They don’t send bills, they don’t respond to emails and I gave up waiting for the phone to be answered. I don’t think any humans work here and the computers are running the show unchecked. I was switched in February and moved in March because their web site wouldn’t accept meter readings and I wasn’t getting any bills... they kept asking for meter readings until August. I Checked the portal and was still £155 in credit. I emailed them every time to let them know I was no longer with them.... I wisely cancelled my Direct Debit as soon as I switched as I am sure they would have continued taking payments. They even emailed me to tell me that my tariff had increased because I was no longer on direct debit (even though I had already switched to Igloo) Eventually (September) they prepared the final bill. This was the only bill I ever received from them and included all gas and electricity from my initial meter readings to my final departing meter readings. I paid it by credit card on their portal and hope I never have to deal with this terrible company again.
Edyta
Sep 09,2020I was left tonic February 2020 and then send me bill from April till July gas and electricity but my gas never by supply with tonic there is totally different company and from the beginning never by with them but the charge me for both . I try to contact with them but is not easy finally someone pick up the phone and the still tell me about gas. Haw the can by like that try to take it money without nothing and this people is so rude
Andy Cas
Sep 09,2020AVOID AT ALL COSTS! Incompetence in all departments. Inaccurate billing, appalling customer service. Keep records of everything. You've been warned.
OliverW
Sep 09,2020Seem to be a good company. Good prices and good on sustainable commitments.
Paul G.
Sep 08,2020Terrible service. Decided to move companies. Final reading from Tonik totally wrong. They wanted £3000 or so! That was for six months in a small terraced house! Don't touch them
Mark Ritchie
Sep 08,2020First year with Tonik were great, so much so we renewed our tariff with them. That's when it all went downhill. Stopped taking direct debits on the agreed date, spoke to them and they said it would be sorted. Then 2 months later they'd randomly try and take a massive bill weeks from the agreed direct debit date. Switched supplier and they sent us a final bill. Paid it and they said we still owed them £32. Despite questioning them we paid it again just to get them away. Now they are saying we owe a further £102 despite being told on the phone that when the £32 was paid off our account would be completely clear. Despicable company that should be avoided at all costs
Sniper PD
Sep 08,2020Review: 08 Sept 2020 I was supposed to have my electricity meter changed last year but it did not happen. This year following a few misreads of the dials style meter I was given a meter change date of 30 March. This was cancelled due to Covid-19 regulations. In mid June I was given an appointment for 30 June. The appointment went ahead and the meter was changed. I took a photo of the old meter just before it was disconnected and new meter reading shortly after the engineer departed. I posted both photos in a private message to Tonik Energy and a customer services assistant acknowledged the receipt of the photos as follows. "If your meter has recently been updated then we should received a job report from the engineers who completed the exchange for you. This will have the closing meter readings from your old meter and the opening meter readings for your new meter and these will be added to your account for you. Following this your bills should be produced as normal" The closing meter reading was entered and the bill for June was prepared on 08 July. Since then a statement has not been prepared despite my numerous requests. Despite assurances on your system obtaining the meter reading for the newly installed meter you have not been able to supply it nor have you accepted the reading photo I supplied on the morning the meter was installed. I also provided meter readings for the past two months but statements have not been prepared. How much longer do I have to wait for the bills for the months of July and August. Are you reverting to your no bills practice we all suffered in the first quarter of this year. My review rating is for the service I have suffered as a Tonik customer in 2020. ________________________________________________ Update: 09 Sept 2020 Today someone at Tonik has entered my start meter reading for the new meter under the description Customer. So have they given up on getting the Industry reading?? They have also entered three estimated readings to replace my actual readings provided on the dashboard and confirmed by photos at the time the readings were requested. Needless to say the last estimated reading is much higher than the actual reading. What clowns are running this business.
Derek Carpenter
Sep 08,2020Having changed supplier on January 18th this year I was sent an email in early April to tell me Tonik was debiting my account for a final bill. So far fine. What they didn't tell me was that they issued a second bill on the same day for £89. Thinking my time was through with Tonik I didn't think any more about them until June when they sent me a red, final bill reminder I emailed numerous times, wrote to the CEO with no response at all. I then phoned Tonik about 5 times (all lengthy and frustrating experiences) and managed to speak to an 'advisor' on two of those calls. Both felt there was something wrong and promised contact within 10 days, first from the accounts department and the second time from the metering department. No contacts were ever made. The final statements came in regularly with threats of legal action. In the end I was so harassed by them I simply paid the £89. A month later I then got a bill to say that I now had a credit of £23. What an absolute mess. Be very careful if choosing this supplier, their customer support/service is terrible and I now doubt the accuracy of any of the bills they sent me.
Matt Beresford
Sep 08,2020Truly, woefully appalling service. A broken electricity meter they have still not fixed after 9 months and an Ombudsman finding in my favour. They copied another customer on communication with me, for which the Ombudsman made them pay me a goodwill gesture. Now they have sent me a hopelessly confused bill (the 3rd in August) which I can't make head nor tail of. Just spent a further 40 minutes on the phone to them to try and resolve. I am promised a resolution in the next 24 hours. I hold out little hope. I cannot advise anyone enough not to use this company.
Peter Davies
Sep 08,2020When this company set up in business things seemed above board and easy.NOT anymore public.Join this outfit at your own risk. If you want stress in your life sign up. Yes cheap tariff but you wait until they bump up direct debits unannounced.THEN the fun begins.You will not get through EVER to their non existent customer service...JOKE Email them and then get a pathetic response which leaves you getting more hacked off and constantly spending your life emailing and getting nowhere.I,m out thank god Pay little extra and join likes of Octopus Wow what a professional company My life is now stress free YOU HAVE BEEN WARNED
JH2STIX
Sep 08,2020Update 14/9/30 I have received no response to any of my emails sent on the 6th. Those on here that have rated at 4 star and above have yet to experience the stress caused by Tonik and their woeful service. I pray that you never have to undergo the anxiety felt due to their incompetence at issuing a final bill, before sending threats of debt collectors due to the unacceptable amount of time to do so. ......................................................... Original edit: Okay, so following an unessesary DD increase by tonik (I was always in credit, have a solar panel array and Summer was looming) I closed my account in January and switched to Octopus. Emails from tonik in January confirmed that no further payments would be taken and the account was closed. September arrives and I receive an email this morning advising of an overdue payment, threatening further action from a debt collector if the amount is not payed within seven days! After logging in to what should be a closed account it became evident that despite many months passing, with no correspondence, a final bill had been issued in August with an amount owing. According to the account closure confirmation from tonik back in January, no action would be required by me and they would automatically cancel the direct debit. Not so it would appear! Beware, go elsewhere.
Barry C
Sep 08,2020Probably the worst energy company I have ever used and Ive had some clangers! Basically moved out of a property and a year later I am notified that they got the bill wrong and I need pay the outstanding balance. They sent a letter with someone else's name on saying to send payment or else (hello data protection) but with no amount. When I call them to pay they tell me they cant tell me the amount due to data protection....but they captured the wrong name on this letter and data protection didnt matter then! Absolutely useless company. Avoid at all costs.
M Gibbes
Sep 08,2020Totally unacceptable customer service - called 6 times re same issue, always long wait to get through, explaining over & over as the issue was never adequately logged. Each time told a supervisor would get back to me.. nothing. Finally told there were serious computer issues but no-one had bothered to take on my case & make a single call to inform me & resolve what was a simple issue that dragged on 3 months. And no respect for my wasted hours & frustration at being ignored over & over.
Stella Harvey
Sep 08,2020Excellent company to be with. Good value for money.
Tom McLean
Sep 09,2020Renewal Fiasco. I wanted to renew but the process would not allow me to select cheapest tariff - in spite of promises that they offered existing clients the best rates. Customer support initially sounded helpful but their system didn't allow them to offer me the cheapest tariff! Customer services then promised to call me back after they had found a way to access this tariff for me. They never did call me back! Meanwhile, in frustration I researched other suppliers, found a better rate and signed up - whole search and sign up took less than. 20 minutes. Sorry TONIK, I would have renewed but now glad I didn't.