I switched to toto at the end of November when receiving a marketing call on my mobile, by mid December alarm bells started to ring when I had no communication from them since signing me up, no welcome pack, no email nothing I didn't even have a number for them, I wasn't even sure I'd got the name correctly as I tried to google there number and no one had heard of them. I phoned my current supplier and asked if they had heard anything from them, what they were called, and if they could give me a number they kindly obliged.
Having the number I gave them a call and asked what was happening, they said they had already started supplying my electricity but not my gas which was fustrating because I'd still been topping up with my old supplier only to be told my meter was in credit mode, I asked if they could let me know when it had all gone through and when I could start paying them. The very next day my electricity was cut off I phoned toto up they to ask why they had not informed me and how to top up as I'd not received a card or key for either meters after a frantic hour of finding there website and doing instant bank transfers and resetting the meter I was back on. This really annoyed me so I called my old supplier and asked if they still had control of my gas they said they had and toto hadn't requested to take over the gas this was a relief so asked them not to let toto under any circumstances get hold of my gas. Two days later my gas was cut off, I phoned my old supplier and they said the same day I called they had already got a hold of it and I was now a toto customer.....arrrrr!
So I tried to top up my gas 10, nothing another 5 still nothing, the meters were not showing a balance, I couldn't phone toto it was out of hours, this was a few days before Xmas it was bitterly cold in the house I had no hot water and three children to bath, I have never been more stressed and upset in my life, I felt completely helpless and a bad mother, the kids were sat around a fan heater I dug out from the shed in there coats for two hours, after fiddling with the meter which was outside for a good half hour I pressed all the buttons at once this was my last ditched desperate attempt, I went back inside and tried the hob it worked thankfully. The next day I called toto after explaining what happened and nearly breaking down on the phone I asked how much credit there was on the meter I was in emergency credit but I'd topped up 15 they said I needed to top up by another 10 to get me out of emergency credit so I topped up 20 so I was out of emergency and had ten. The next day I got in from work I phoned just in time before they knocked off for the day and asked how much credit was on both meters so as to not run out and have all that trauma again my gas was in credit by 35 i was never in emergency so had been told wrong and kept topping up for no reason and they couldn't tell me why my meter delayed to top up.
These are just a few of the problems I've had with toto, so after six weeks and a spoiled stressful Xmas because of them I immediately switched I asked toto to put my meters into credit mode and asked how much they then owed me , they said when the switch had gone through I would receive the money back. It's now the end of February and yet again after a wasted phone call no one knows anything about my owed money..... Please if your thinking of switching do your research first, I wish I had and I will be advising anyone I know to steer well clear of Toto.