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Reviews 770
Donna
Aug 26,2020Still no improvement from when I was with them previously. I was with Tonik from 2017-18 but the service was absolutely awful. I put this down to it being a fairly new company with teething issues. After a year with another company I returned to Tonik from 2019-20 as they offered the cheapest environmentally friendly options but service had not improved and I had no access to my online Tonik account for almost a year! Whenever I phoned and finally got through to customer support it wasn't exactly helpful and their computer systems never seemed to work - they always seem to be down and my account inaccessible! Don't think I'll be giving Tonik another chance,it's not worth the hassle.
Miss Evans
Aug 26,2020Update: Tonik screwed up returning my electricity supply to my current supplier. Long story short, waited five months with zero response from them despite it being their error with them Holding on to my supply. I eventually escalated my case to the Energy ombudsman a couple of months back. So far that’s got the situation shifting already, supply is back with Octopus who are a shining beacon of light in comparison and that’s without the EOS providing their final decision. I can not believe that seemingly there isn’t closer scrutiny on this company from a regulator perspective. Some of the customer experiences I’ve heard about are shocking!
George
Aug 26,2020My Dual Fuel switch from Scottish Power (SP) to Tonik Energy was scheduled for 30 April 2020 and the Electricity supply transfer was completed on that date. But when, a month later, I queried why only the Electricity meter reading was requested I was told that the Gas supply transfer had not been initiated and that would take 21 days. This was eventually achieved on 7 July. Consequently, from 30 April to 7 July my Gas was supplied on the very expensive SP Standard Tariff. Disappointingly Tonik Energy made no reference to this when billing me so on 14 August I requested that they reimburse me for the extra cost of this Gas. As of today (25 August) I HAVE RECEIVED NO RESPONSE apart from a machine generated acknowledgement. I hope that I will not have to spend too much more time chasing a satisfactory conclusion to this Switch.
J M Carter
Aug 26,2020I had been with Tonik for a few years. I had terrible problems with the smart meters. Took a year to resolve. When I finally switched in April 2020, it took 4 months to get a final statement which they wanted me to pay in 2 weeks to avoid possible recovery action. They have now closed my online link so I have no way of knowing what my ac number is or how much my final bill is.
David
Aug 26,2020Below is a copy of an email I have just sent to tonik`s complaints dept, and the MD of tonikenergy. Mr Russell. I request that you investigate the vagaries and failings of your company`s system, which to both a casual or educated observer would be classed as incompetent. I refer you to the two emails attached along with the copy of a threatening letter sent by your company demanding an undisclosed sum of money from the "occupier" of my home. To reiterate, my wife and I are NOT tonik customers, and will NOT pay your company a single penny. We also do NOT appreciate or stand for threats sent to our home, from ANYBODY, not even those that are addressed to the "occupier". To add insult to injury, upon receipt of this letter, I tried to contact your payments dept on the phone, I was kept on hold for thirty minutes and was then cut off. I then sent an email (attached) asking for an explanation of your company`s demand and stipulating that any further threatening communications would result in our lodging a complaint with the energy regulator and ombudsman. I have received NO reply !!. Yet, yet again yesterday morning another letter was received, this time threatening that you would put the matter into the hands of a debt collection agency and that the power to our home would be cut off !!. Again, I tried to contact your payments dept on the phone, with the same results, put on hold for thirty minutes and then cut off !!!. NOT acceptable !!!!!!. Just how do you propose to issue a debt collection court order against the "occupier" ?, and just HOW do you propose to cut off the power to the home of someone whom you do NOT supply power to ?. This has now gone beyond the measure of my patience, and if a satisfactory reply from yourself is not received by noon August 31st, a complaint WILL be lodged with the energy regulator and ombudsman.
Georgina
Aug 26,2020We are getting mysterious 'demands' from this company, addressed to 'the Occupier', demanding settlement of a supposed debt - no amount, no dates, no details ... threatening all sorts of punishments, including cutting off an imaginary supply - We are NOT Tonik customers, thank goodness!!. Phone calls and emails not answered - what a bunch of clowns!!. But this harassment is not funny, so we will be pressing a complaint to the Energy Ombudsman in due course. Be warned, Beware!!
K Wardle
Aug 25,2020By far the worse energy company I have ever been with. Changed to a new supplier back in March & Tonik still owe me over £160 that I'd built up in credit. Tonik acknowledged they owed the money & promised it would be refunded promptly months ago, but 5 months later I'm still waiting. Every time I email (at least 8 times so far) they respond with a "no reply" email so the complaint never gets followed up by the same person, it gets pushed back to the start of the procedure again. I could also list a lot more negative aspects to this company, STEER WELL CLEAR OF TONIK.
T
Aug 25,2020We asked Tonik multiple times for a final bill. They never sent one. We asked them to ensure they were sending it to our new address, because we’d moved. They refused, saying they will only send the bill to the address where service was. I genuinely believe this is a money-making scheme for them, and highly successful from the looks of things! When we couldn’t get a final bill, they sent it to collections. It was then taken to a court in the North, at the height of the pandemic. They gave us less than a week’s notice, DURING A NATIONWIDE LOCKDOWN. We found out they chose that court because that particular court ALWAYS sides with the company collecting the debt. So now not only have we been court ordered to pay the money, they’ve added more than 2x the costs on and sent Marstons out to collect. That’s another review for a horrible company. Do not go with Tonik, unless you enjoy paying court fees, being told to just randomly stump up money for a bill they refuse to prove you owe, and being taken to court during a lockdown to ensure they win. Shady business, shady customer service.
Benjamin Pascall
Aug 25,2020The WORST energy supplier I have ever used in my life. 3 engineer visits, not able to produce an accurate bill. Not able to fix a faulty smart meter meaning no readings from my gas meter for 12 months. On final bill, they refunded me nearly £600 and then send another final bill requesting £420 a few weeks later. Dozens of phone calls, lied to and misinformed by poorly trained staff. Don't know their backside from their elbow. The worst customer experience I have ever encountered in my 41 years on this planet. Avoid like the plague.
Charlton Man
Aug 25,2020COMPLAINT!!! What a joke Tonik are I left them on the 19th July yet today I have just received an estimated bill for the last months energy which isn't even with them! I spoke to someone last month who told me I would be refunded in 30 days well I am still waiting for my refund. I thought TUI was bad Tonik are worse!
Ivor Davies
Aug 25,2020I sent this email to 3 Tonic addresses on 27 May, there's been no reply. Dear Sirs, I refer to your 27 May email seeking our meter readings. I submitted these on the correct date of 23 May, without having your customary email request. Your shambolic behaviour since Dec. 2019 gives us no confidence in the efficiency of your business. In that c.6 month period you've made no attempt to explain why your online system failed & what you were doing to correct it. Your figures in our online statements over that period bear no relation to those now appearing on our account. A full, detailed explanation reconciling the two divergent accounting systems is required before our next reading is due on 23 June. I anticipate your early reply. (There was none) On 11-6-20 we spoke to Cedarl in S Africa. From 23-6-20 we’re on Tonik Green Super Power v5 1yr. Standing charge 21.83p/d E, 17.78 p/d G. On current use estimated annual cost E= 261.65, G=279.11 = DD 45.06pm from 2 July 20 (12-6 email confirms). She insisted there's No exit fee despite website saying it’s £30 each for E&G. Free boiler service. Apart from an email confirming new tariff & claiming there is an exit fee, we've heard nothing as to how we get the free boiler service. Tonik would have got 1 star but for their keen pricing raising it to 2 stars. It's surprising that the regulator hasn't investigated & remedied the now 8 months of non-accounting & non-communication from Tonik. Even Money Saving Expert hasn't offered any explanation of Tonik's (& their customers) problems.
Mr Johnston
Aug 25,2020My advice is to avoid Tonik! They are a complete mess, they have been sending me threatening letters in the post for non payment threatening third-party debt collection agencies despite my payments by direct debit monthly. I have been trying to speak to someone or get someone to respond to an email since May but have not had a response. I just want to leave them but am trapped.
Anon
Aug 25,2020I left in Tonik in March 2020 and still have no bill on my account since Dec 2019 and it's now end of August 2020 and I have heard nothing. I have £500 credit on my account, which i can only assume they are hoping i'll forget about, otherwise I can't see why they are not producing my final bill. I have contacted them multiple times by phone and their contact form, they have promised me a bill will be generated and still nothing. Absolutely useless company.
Mr Ray Warrington
Aug 25,2020This is an absolutely awful energy provider in terms of customer care. I have been trying to leave since January it is now August. Despite having paid final bills they reject companies taking over. I keep giving final readings and paying final bills. Awful!!!! It is in a right mess and not a sensible human being available to sort it out.
Suskinini
Aug 25,2020Terrible customer service. Never respond to emails, seem completely unable to get my contact details correct or to produce an accurate bill - we are now on the 5th attempt and they are threatening us with Debt collectors while we wait for them to get it right. It really shouldn't be this hard for customers. Never deal with complaints - just ask you to raise a new one - I am now on complaint no. 3 and haven't had any contact about the 1st one yet. Having spent hours on the phone to them over the last few months, they decided on Friday that I am not the account holder (i am) and they can't talk to me due to GDPR. Its farcical. Our tenants swapped the bills to Tonik and it has been a complete nightmare
Olive Lover
Aug 24,2020Been with Tonik a year. Should have known really they would turn out to be incompetent's as from the outset I had problems waiting for people to answer the phone up to 45 minutes only to be transferred again! Most of the year they were ok and their website is pretty good except when you can't change things you need to. The final straw is the fact I submitted my final reading (and to prospective company at the beginning of August) but am now waiting for over £400 refund - MY MONEY and they won't refund it! They have issued my final bill and taken payment 5th August. I have NEVER been in debit with them either. Just don't understand why loyal customers are treated this way :( 1 star for website. I will go back to British Gas next year and pay a bit more for efficient Customer Service.
Angela
Aug 24,2020Avoid. Really bad service. And poor customer service and lack of information. Complaints equally rubbish. Took months to get a final bill. Received 2 within a month of each other. 6 months after I left them. Then got threats about debt collectors, whilst waiting to contest the bills. . Caused me stress. I still think bill was totally wrong. But so fed up paid to be rid of them. So unprofessional.
Mike
Aug 24,2020Terrible customer service, by far the worst energy supplier I’ve ever had, avoid at all costs!!! I left Tonik due to being terrible & had to wait 8 months for a final bill, contacting them every couple of weeks. After a month they ignored everything, then 8 months later took a load of money out my account without notice. Once I got the bank to get it back, they sent multiple emails about debt collectors even though I’d been wanting a final bill & to settle my account all along (owed £20!). I still tried to contact them & get a final bill which took about a month. No apology or communication. Do not switch to them
Greg Blevings
Aug 24,2020Previously supplied my rented property, took 10 months to send a bill out (!!!) were completely useless at getting in touch. Avoid.
Taz
Aug 26,2020Do not go with this company. I closed my account in January, gave final metre readings, paid outstanding and amount and closed the account. They are now sending letters demanding money saying account was not closed. I have put in 2 complaints and have heard nothing other than getting threatening emails. Avoid at all costs.