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Reviews 770
Sheena Vannan
Sep 01,2020Tonic failed to change my gas over only moved electricity and then almost totally failed to engage in any communication. Took four and a half months to get my money back. A very stressful experience and the worst customer service ever. This in contrast to my previous supplier who couldn't have been more helpful. As Tonic ignored my pleas to change gas supply I returned to my previous supplier. As a regular switcher I have been totally put off by my experience with Tonic.
A Ruane
Aug 31,2020Have never had any issues with Tonik, they just get on and do the job, no fuss. I find their website easy to use and their tariffs competitive. I have had previous problems with some of the bigger well known names so I am pleased to support a smaller company, especially with their 100% renewable energy. I have a smart meter which they read automatically; one less thing to do!
Drew B
Aug 31,2020Messed up my transfer for months and still hold an excess of my money in their account which I cannot access. Awful customer service- cannot get through on the phone for months without taking over 20 minutes each time. When I was with Ovo, I always got through within a minute or two. Sorry I left my last provider. Savings not worth the hassle. I’ll be voting with my feet. Would not recommend.
Shantanu
Aug 31,2020Long time Tonik customer (almost 2 years). Has massive billing issues in 2019 but stayed with the company. Decided to switch earlier this year. Since then have been in protracted correspondence with the company re. final bill. Customer service appears to have significantly deteriorated. 2 formal complains made but both have gone unresponded.
Pamela
Aug 31,2020I have been with Tonik for 3 years, first 2 years were great, regular bills & good customer service. However from January this year, bills became sporadic, I started getting estimated bills despite being on smart meters. Bill inaccuracies, including a missing direct debit payment. I emailed twice, but got no reply, I phoned & asked for an account review & was promised an explanation of inaccuracies, but it never came. So now that customer communication is appalling, I am just about to leave for a company with better customer service.
Sp Rax
Aug 30,2020Had problems switching to them as they were adamant my previous supplier was blocking the switch of my gas supply (the electricity switched with no problems and my previous supplier said they hadn't blocked anything). I switched away from them this year, paid my final bill via their website, then received a threatening email saying i hadn't paid my final bill and debt collectors could get involved. They took a week to reply to my email telling them i had paid it and my card transaction showed i had. They didn't apologise but acknowledged they had received the payment. Now, having read all the negative reviews about Tonik, i definitely won't be going back to them.
Steven
Aug 30,2020Been with Tonik Energy for over 4 months now no statements so don't know how much energy I am using. And no replies to emails at the moment.
Steve Bowman
Aug 29,2020Transferred to Tonik 2 years ago and all seemed good. 3 months ago I contacted them to ask a very simple question. No reply. 2 months ago I raised the issue again and was again given a case number but no contact. My son, who works in the energy business, then sent an email and again no reply. I gave up and changed to SSE. The phone contact number is not answered.
Nick Betts
Aug 29,2020Truly shocking company. Not just poor customer service - there is NO customer service. I have been trying to contact them for over six months to sort out a meter reading error which was admitted by the previous energy provider which left me £600 in debt before I'd ever had any energy from Tonik. They have massively increased my monthly payments to recover this money from me rather than the previous energy supplier and despite numerous emails (all unanswered) and phone call (all unanswered) there is absolutely no response. I am now following the advice of other on Trust Pilit and seeking recourse through the Energy Regulator but I wanted to let people know as soon as possible that if you ever consider signing up to this company - PLEASE DON'T - they are terrible.
Bernard
Aug 29,2020I broke free of Tonik a couple of months ago by going to the Energy Ombudsman (just do a search). A final bill was prepared very quickly once the Ombudsman became involved and I was offered and accepted £60 compensation. Tonik used to be good but something went completely awry last winter. Interestingly the email that came from Tonik offering settlement didn't actually come from Tonik but from an American company called Zendesk based in San Francisco. It appears that Tonik have outsourced part or all of their customer services. The people answering our emails and phone calls are located possibly thousands of miles away and perhaps being paid minimum wage hence their lack of interest in our complaints. To repeat: make a formal complaint in writing to Tonik and then go through the Energy Ombudsman for resolution. To anybody thinking of joining Tonik just don't until they have their act together. It's highly likely that most of the five star reviews you see are not authentic.
Lisa Tague
Aug 29,2020When we first joined Tonik all seemed to be good. Had no issues or problems. As we hit the start of summer this year we were in credit with our account as we normally are as we expect to pay more in the summer to pay for extra use in the winter. Then, Tonik increased our direct debit, without telling us by over £30 a month. We tried to contact them by email multiple times and no one ever responded. They kept the next months payment the same. We are now over £200 in Credit and decided to leave Tonik as we still haven’t ever had a response. It’s now 12 weeks later and we still haven’t been issued with a refund for our overpayments. They haven’t responded to single email either. Avoid!!
Jasmine Sperring
Aug 29,2020The absolute worst. Please do not use this company. They are absolutely awful and have given me so much grief over the last couple of months. I've realised I've probably lost all my money that I have given them and will probably not receive the compensation owed for an erroneous transfer. Please do not use them.
Bethany Cobb
Aug 28,2020If I could give no stars I would. Tonik has been by far the worst business I have ever dealt with. They have some of the worst customer service I have dealt with, phone waiting times of an hour, people who don’t know the business or it’s figures and when they can’t deal with it any more they have up. I have paid my bill for a one bed for which gets about three hours of use every single day my bill being 40-70 a month, depending on what they chose to bill me. My meter was broken when I moved in so I organised an engineer to come out 3 times... each time they cancelled, my meter magically started working, I provided readings for a whole week and got a bill of £500. I repeat I live in a one bed flat, have paid my direct debit every single month for a year and I have been billed £500 on top of that. They will not discuss the matter with me as from what I can gather they don’t understand why either and to cancel I would need to pay £500. I’m just so stuck and have never felt so helpless before. Worst company I have ever dealt with and I hope I can tell inform as many people as possible so they never have to go through this.
IAN DAVIDSON
Aug 28,2020No issues whatsoever, was seemless to join and Tonik keep me informed well in advance of yearly renewal. Their green energy options are great and what made me join. Thanks.
Moira McIntyre
Aug 28,2020So helpful and efficient. This is trouble free utilities at its best and for the 2nd year came out on top on a comparison website. Well done Tonik
mwende11
Aug 28,2020Is there an overseeing body for power companies? I would like to get back my credit of more than £700 which for 3 months now am just being taken around in circles. Its just terrible to be a good customer only to be treated this way!
Aidan Walsh
Aug 28,2020Switch to a great deal in the 4th of all confirmed and was great, 6 weeks later d company still sending me bills for gas as well as tonik, after hours on hold they co firm they did not request my gas but will again, another month passes now paying loads to my old gas supplier, 5 emails no response from tonik call up again after 30 minutes on hold (ok I get this with corona virus and can accept it) get through speak to someone for 5 minutes details all confirmed discuss my account briefly put on hold for 5 minutes then cut off, no call back despite having my details. The service has been terrible to physical calling and email, I had to give them a 1 star, but wanted to leave none. Maybe I was unlucky so go ahead and risk it but My advice would be to avoid them with everything.
Donna Birch
Aug 28,2020Would leave no stars if I cd. Debt emails constantly phoned constantly never had energy from you all I did was compared prices next min your supplying my energy which I cancelled you are fraudsters next email you send me will be going to my solicitor
A Basson
Aug 28,2020Hi. This is my 3rd review and my problems have still not been addressed. No surprise there. I would beg anyone who is thinking of changing to Tonik to click into detailed overview and then under review sources click organic on the Trustpilot site. These are reviews from people who have not been invited to leave a review and I believe give you a better idea of the true ratings for that company. In this section Tonik are currently rated 84% for bad reviews. I am dreading leaving this company when I reach the date I do not have to pay a penalty for doing so as it appears from reviews that people are having problems with this. No doubt this will be another saga and hassle. Please do not join Tonik !
Mike Whelan
Sep 01,2020Recently left Tonik after losing confidence in them due to the lack of communication when the billing system was upgraded, They failed to sort out the gas side and so I made repeated calls (with 20 - 30 min wait) and got promises that it would be sorted. A few of the promises broken but after a lot of effort on my part I got the money I had overpaid back. However, at no point have Tonik updated me and have now failed to repond (other than automated mail) to the complaint I raised over 4 weeks ago.