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Reviews 770
mick
Sep 02,2020Left Tonik March this year after terrible service had to go to the Ombudsman to get final bill sorted out managed to get final bill in June and hoped my problems were over untill these jokers sent me another final bill today and threating letter and said I owed them money which I do not. How can you have two final bills these jokers have no idea the company is finished they should not be allowed to take on new customers and should be shut down. Another complaint raised today by myself with the Ombudsmen have much better things to do what a terrible company to deal with avoid if you want to keep your sanity.
Unhappy camper
Sep 02,2020Pretty dire. Signed up mid-August, due to cheap standing charges and renewable energy. Didn't hear anything, so sent two emails, no replies. Less than a week before I'm due to switch to Tonik, I phoned (on hold 15 minutes before being put through). Apparently, I cancelled my account. Um, no I didn't. Couldn't offer original tariff - new tariff offered nearly double the monthly direct debit. No thanks. Waste of time.
Customer
Sep 02,2020Would never use Tonik again. I started to use tonik because they were one of the top 3 cheapest energy providers for my house plus they were 100% sustainable. They contacted me about installing smart meters which was fine and I had them installed them both for gas and electric. When it cam to leave tonik, they slammed me with a bill of three hundred and seventy five pounds. I asked them why my payments didn't reflect the meter readings they received everyday (all meter reading are available your My Account) to which I got no answer. It seems they have meter reading but don't want to use them. Had I known that at the start, I wouldn't have wasted my time taking the day off to get them installed. Not had this problem with my new providers, they take the readings and adjust my payment to suit.
Chloe
Sep 02,2020They refuse to let you change direct debit. When you ask to close your account they wont do it until another provider is listed, even if I moved out already. Then customer support mutes you and ignore you until you hang up. They are just rude. Raising a formal complaint, and escalating to Ombudsman.
Bingo Pablo
Sep 02,2020I would not trust this company to run a bath. Incompetent is not a strong enough work to describe this shambolic company. Customer service is pathetic. My mother is on pension credit and has now received a bill for £12,000 pounds for her energy in a two bedroom house for the month of August. They promise to revise statements and send nothing to you. A company full of broken promises. Thank god my contract ends today. If you don't suffer from anxiety you soon will as this company will make your stress levels reach boiling point ! Be wise and choose another provider even if it is more expensive. It's worth paying extra. I have written to the MD today. Try Chris dot russell at tonikenergy dot com.
Danielle Hogg
Sep 02,20201 star is to good for them avoid at all costs they up your bill even tho you are out most the day they install smart meter which you still have to send meter readings then when the year is up you ring to cancel which they treble your bill you cant log into your account and they dont reply to emails would not recommend this place to anyone
T Taylor
Sep 02,2020Was with Tonik for one year. Ended the contract early in the year in credit. When I called tonik for a reimbursement, I was told "your final bill has yet to be produced as we are changing our systems". 6 months later, Tonik took an "estimated" final bill (even though the final reads were provided). Considered that the end of the matter. Tonik then contacted me again 2 months later (8 months since leaving them!) after more money. 3 hours of trying to speak to customer service, being passed from pillar to post and promised it would be resolved. No contact from Tonik regarding the resolution, only threatening bill reminders. Ended up paying bill, which I'm sure is incorrect to avoid more emails. Conclusion- 1.Terrible systems when monitoring energy usage. 2. Poor customer service, nothing followed through, no return contact. Seems Tonik have much to learn if they want to contend with the big names in the market. Fine when you are with them, nightmare when you wish to leave. Wont be using or recommending again.
Mrs Julie Finch
Sep 02,2020Does anyone else have a problem with Tonik replying to emails and letters sent to Managing Directors? Regarding estimated readings when infact you have sent readings every month? Because I am? Does anyone else have problems sending emails to Tonik trying to get a response to your estimated bill each month because I do? Would love to know if I am the ONLY customer having problems????
Anonymous
Sep 02,2020Never use these guys. Terrible, cold customer service, incorrect advice and adjustment on bills which left me with a large bill to pay out when I was changing providers. Be very wary and my advice - choose somebody else.
Jessica Hall
Sep 01,2020They have made no attempt to bill us, which means all our payments are not allocated in their useless system. So they have hugely increased our direct debit WITHOUT CONSENT and despite the fact all bills are paid and up to date. Criminals. Avoid.
Mrs Joanna Seymour
Sep 01,2020I have been with Tonik for 2 years and have just renewed for another 2 years. I particularly like the Zero carbon tariffs. The only communication I've had with Tonik during this time has been regarding alterations to my Direct Debit due to usage. I queried the first and it was agreed that my DD should continue as before because I was so much in credit. It query was resolved very quickly and I've had no other reason to contact customer service since.
Hannah Field
Sep 01,2020Have been a customer with Tonik since June 2017. Initially had major issues with an incorrect direct debit due to a problem with the third party that passes on the old meter readings having not done so, meaning despite regular meter readings and a credit balance my direct debit was still massively inflated. Once that was sorted my direct debit was adjusted, but then similarly wasn't re-adjusted to reflect the credit balance had come down, leading to £300 debit balance. After several months of higher payments to clear this, I then changed suppliers. I have been with my new supplier for over a month now, yet my £100 direct debits are still being taken, in spit of my account being sat with a £120 credit balance (which hasn't changed in atleast two months... So must be wildly inaccurate as they've taken £200 from my bank account since they stopped supplying me). Contact customer services to be told I need to wait for a statement, point out that despite having made numerous requests they haven't produced a statement for me since January - infact my whole 2.5 years has only seen 3 statements. Repeatedly told it's being passed on to the relevant department, who after months of requesting statement updates are seemingly fictional. Will be requesting my money back from my direct debits via my bank, Tonik are presumably incapable of rectifying this issue if it's continued for over two years. I change suppliers every 1-2 years typically to follow the best deals, this is by far the worst company I have ever dealt with.
Eva K
Sep 01,2020AVOID! It started so well and the great prices and green energy roped me in. According to U-Switch I could save a lot of money, so I switched to Tonik. This went very well for about 4 months, when they informed me that my usage had gone up (which is correct) and they had to nearly doubled my gas/energy costs (WHY!?)! After a few months I decided that this couldn't be right, so I switched again and based on my actual readings my energy consumption hadn't gone up by 50% as Tonik stated, but by the equivalent of £2.00 for combined Gas / Electricity! The switch went smoothly until... I suddenly started to receive emails for an outstanding balance on my Tonik account. My Two emails were never answered, instead, I received another email threatening with 3rd party actions and extra costs if I didn't settle the account. So I paid the outstanding final balance without ever having had received an explanation how they calculated this sum. I thought the matter was settled - until I started to receive the dunning letters. Another phone call was needed and I was told their system is slow.... So slow that they sent another running letter by post. When I logged on to my account I could see that it took them 2 weeks to clear my balance but the account is back to £0.00 now. In my experience they start with a great offer and then try to double your price. Better go elsewhere to a better-known provider with responsive customer service and decent systems in place.
Eddie8888
Sep 01,2020As others said, bad customer service. I moved into property where Tonik is gas and energy supplier. Their online system will not let me open new customer account, because property is tied to existing account of previous occupier. They don't have option to pay the bills online unless you have an account. After I got first bill, I had to call and wait for over half an hour to get someone, and then another half hour to pay first bill and to get the link for online payment, so I don't have to do the same call in one month. I have immediately switched to other supplier. Tonik prices are not that bad, but they need to massively improve on their procedures, allow online account registration to any new customer, and shorten call waiting times, especially since call center is not UK based.
Lilly
Sep 01,2020Absolutely shockingly bad service. Unfortunately been a customer for over 2 years as they will not let us leave - they refused our switch request despite paying bill in full. No statement sent for over 7 months and now we get threatening letters demanding payment, where our account shows we are in credit as despite providing monthly meter readings we have not received a statement since January. Raised numerous complaints about this and also when we finally got a statement after the first complaint, it was incorrect (dates and rates). Do not use this company. New complaints raised this year in January and March and still no response apart from threatening letters - still without telling us how much we owe so it is not possible for us to pay. They ignore our contact via their contact form and email.
Emily
Sep 01,2020Trying to contact Tonik over multiple issues I've had over the last year whilst one of their customers has been extremely hard. Their responses to queries are extremely slow. Issue that I have had to solve over the phone haven't been communicated to their support team who then contact me months later, trying to solve an already fixed problem. I wasn't able to receive statements for about 4 months.
Chris O'Leary
Sep 01,2020Zero customer service. Repeatedly fails to deal wit anything or respond to emails. Phone calls lead to the same run around and get nowhere. Then to top it off, switched away from them and they screwed that up too. Ombudsman complaint now submitted. Do yourself a favour and avoid this company.
Alice
Sep 01,2020Do not sign up with company. Just check the "organic" reviews against the invited ones... look at the susipicous August influx of Excellent invited reviews following 3 months of Terrible organic ones! We all have the exact same story here... there is something very wrong at Tonik. I've been with Tonik for nearly a year, I immediately made them aware of an issue with my meter readings - the Industry reading they had on my account was from my upstairs flat neighbour's gas meter not mine so my estimated readings have never been correct and I could not give them the true ones without going through support due to the error stuck on my account. I've repeatedly provided them details to get it corrected but this has never been addressed fully. They did at least use to respond to emails reasonably quickly but now you have to use a form, good luck if you try the phone... obviously poorly trained staff never fixed the root of the issue.. and now as others note over the last couple of months you get absolutely no reasponse from customer service. I am now in a situation where they still have not corrected my billing and usage history (which clearly has an incorrect gas meter serial number on it) and are claiming I owe them nearly £1000 in gas I have definitely not used in a 1 bed flat, with an electric hob and where I've not had any heating on for 5 months! I've used 1 unit a month for the last 4 months - literally just for doing washing up! They've ignored all my attempts to contact their billing (South African call center with staff who can't actually do anything to help but refer you to the black hole of "billing" who will never get back to you). Its so obvious where this error has come from and should be easy to resolve. This should not be this difficult! I'm going to have to cancel my DD to stop them stealing my money! I need to switch my tarrif but won't be able to with such an error on my account, even worse I will be moving house within the next couple of months so I need this urgently resolving! I've never dealt with a company this bad before. The stress its causing me is unbelivable. I've made a complaint, next step will be the Ombudsman.
Mr N H
Sep 01,2020After a good first year with Tonik I decided to stay with them - I like their use of renewable energy. Oh dear! What a mistake! I have been trying to get a statement from them as I have not had one since April 2020. My account shows a huge surplus, but I've no idea if I am in credit or owe them money. I have been in regular contact with them for some months now and did receive a promise to resolve my problem, but I'm now asking for a deadlock statement so I can take this to OFGEM. I've asked for this repeatedly, but don't get a response. How can you solve a problem when the company has so little regard for customers and doesn't respond to emails?
Allan
Sep 02,2020Recently renewed for second year. Very smooth experience and great price this time also. Originally joined as they were able to use my installed smart meters from another supplier, and this has worked very well. Only needed to call once outside renewal and they were excellent. Thankyou!