Tomato Energy Omdömen 1 813

Good customer service. Really easy to deal with

Spoke to Emma today from customer service was brilliant and as soon as I asked the question she answered it and explained what was happening with my June bill and the export situation from when I first joined so hopefully it will get sorted soon.
To be fair all of the customer service team have been good with me trying to resolve any issues I have had since joining in February and since then it is getting better week by week.
Anyone thinking of moving to Tomato energy I would definitely recommend as long as you are patient as they are sorting all the issues out and you will save a fortune on your bills

Instant response today despite all the 'negativity' on Social Media
MyWatts and Bright correspond well within a 1% tolerance which was reflected in my May Bill.
Conversation this morning with Anika was positive and reassuring.

Good customer service and friendly but forgot the name of the guy I was talking to otherwise I would've mentioned him as well. But overall, brilliant! And got the issue sorted.

The customer service is wonderful, high quality, open and honest, kind friendly yet highly respectful and non judgmental. So helpful and able to get through easily. Thank you.

I have been waiting for your response since June 26th. You previously stated that I would receive a reply within 7–10 business days. While you encouraged me not to hesitate to ask questions, unfortunately, you have not responded.

It has now been over two months, and I am still waiting for accurate billing information. I have received another bill, which I cannot pay until the following issues are addressed:

Please explain why £500 was withdrawn from my account all at once, especially considering that recent bills were delayed.

Provide a clear breakdown of how this bill was calculated according to my tariff plan. Specifically, where are the details of my three daily tariffs?

If you are unable to provide a satisfactory explanation for the inaccurate figures, I will expect:

Compensation for the delay in issuing bills,

Reimbursement for the £500 withdrawn without prior notice (despite my previous communication that such a payment is unaffordable),

And compensation for the continued billing inaccuracies.

Great pricing, hit and miss customer service.

We experienced serious meter issues after joining and it took six months to sort out with long gaps in communication.

However it has now been resolved and I must mention Naveed in customer services who has really come through and got things back on track. He followed up to check as well, something many companies promise but very few manage to deliver!

Pargat was helpful and prompt with my queries, I didn't have to wait to be connected and everything dealt with promptly.

I signed up to TE and the app MY WATTS never worked, i did not receive any bills , when i queried they told me that they have a problem getting reading s from the first version of smart meters, they assured me if i dint get a accurate bill within 3 month of signing up i would get 15% off if after 6 month i would be charged 50% if 12 month passed i wont be charged! after being with them for 6 month i switched to a different company as i got very nervous when regulator barred them taking on new customers, last week, i received bills with 1 having 15% off and the other 50% off but it was an estimated amount which is more then double then what i actually used as i tracked my usage on bright app , i enquired and was told you have to pay ,and we would refund you when we get the readings, which in my opinion means never for 2 reasons 1] i do not believe they would be round to long 2] as the only company which can read the old smart meters is octopus and they hire it to the other major companies but they would not support TE ,so i informed them that until they get accurate meter readings they would not be able to charge me ,i cancelled the direct debit and i await there response

THIS COMPANY IS USELESS. WE CHANGED OUR FLAT BLOCK MANAGEMENT COMPANY TO A NEW ONE AND TOMATO ENERGY MESSED UP ALL THE CHANGE OF TENANCY FORMS AND WITHDRAW OVER £6,000 OUT OF OUR FLAT BLOCK BANK ACCOUNT THE MANAGEMENT COMPANY HAD TO CONTACT THE BANK TO REQUEST THE FUNDS BACK AND TOMATO ENERGY HASNT ANSWERED THE COMPLAINTS EMAIL ALTHOUGH IT HAS BEEN OVER 2 MONTHS SINCE THEN. AWFUL COMPANY.

AVOID AVOID AVOID.

Sadly, cannot rate lower than one-star . . .
Individual so-called customer service reps go out of their way to try and help. This is absolutely not about them, they must have a horrible job.
Where to start?
Threatening emails just received for a bill paid 3 weeks ago - note: they did not invoice it, I had to calculate based on actual readings taken, and accurate amount calculated, in order to pay in time.
Have suggested before that I will start charging Tomato for accounting services.
This time has probably long passed!
Begin to lose the will to live, having to field this company's rank incompetence.

Just spoke to Anika at tomato energy about options available to me as a current import customer whose tariff is coming up for renewal but whose solar generation goes to another supplier. Anika outlined what could and couldn’t be done at this time and promised to send me details of what could be. An email arrived shortly after with everything I could possibly want to know in order to make an informed decision. Excellent customer service and hopefully a sign that things are being put right through focussed recruitment and training.

Update 24/07/2025: Thankfully after leaving this review Deshawn from the welcome team followed up with me about it and urgently escalated my refund, which I finally received today, just over 8 weeks after it should have been paid.
--
After leaving my last review about trying to extract the £80 I am owed by Tomato Energy, I received a very nice apologetic email accepting they owed me the money and promising to pay it within 10 working days. I thought maybe I'd be coming on here around now with some more positive news that everything was finally resolved.
Unfortunately not, it seems these were just delaying tactics and another 3 weeks on, they've gone back to not responding to emails.

Called about some late bills, customer service was good.

Called them, had no hold, and the guy (Pargat) was able to get it fixed quick, offered a discount for the trouble.

Overall, while I was hesitant to go with such a new company, and felt a bit off when I had Tomato Energy sales people at the door, I'm glad I went with them. They have a nice dashboard for monitoring energy usage (better than other providers), and the prices seem better.

IF you value your sanity and your finances DO NOT sign up to TE, oh silly me you CANT -look up the suspension. My experience of incompetence at the hands of these people has been utterly exhausting & worse as I'm currently recovering from a Cancer biopsy operation. Thanks TE.
From the very start there were problems as my opening MR given by the equally useless British Gas was made up and didn't tally with my final bill from them or any of my given MR. Nobody at TE realised any of this. Basically I paid twice for the same energy use, around £80 worth, as BG had given a lower MR out by 191 units.
Did not get a bill from TE for 3 months, NONE of my accurate MR have EVER been used resulting in over estimated usage and bizarre amounts of money taken out of my account when they feel like it, some 2 weeks apart! Aren't they supposed to pay you compensation for late bills??
Complained repeatedly and BG told me that had sent a revised and accurate D0086 (final MR) and was expecting a revised bill plus a refund for the £80 incorrectly issued at the start plus a refund for over estimating ALL my bills.
What do I get instead? Finally some bright spark decided today to issue me with a new bill for £720 dating back to January, which I've already paid for via my DD.
In summary I should be receiving a £145 REFUND, instead they are looking to get another £721 which I DO NOT OWE THEM.
Someone in the billing department clearly cannot do basic maths. Energy used + DSC + Vat @ 5% MINUS money on account paid via DD = CORRECT BILL being issued. How hard can it be?? Clearly TOO hard for staff at TE.
Unbelievable incompetence -ZERO stars and I'm off to the Ombudsman.
As previously said "you" cant thank goodness sign up to TE anymore -you're lucky because I really wish I never had!

I am deeply frustrated with Tomato Energy's billing accuracy. My July 2025 bill for the period of 1 June 2025 to 30 June 2025 was calculated using an estimated meter reading, despite my submission of actual meter readings on 29 June 2025 and 30 June 2025. This resulted in a discrepancy of 158 kWh. For context, my usage last month was less than 100 kWh, making the estimate over 1.5 times my typical consumption.This inaccurate estimate has led to a potentially inflated bill, which is completely unacceptable. I urge Tomato Energy to correct the bill using my submitted readings and overhaul their billing process to prevent such errors. This experience has completely eroded my trust in their service, and I highly NOT recommend Tomato Energy as a service provider. Once my contract term ends, I will switch to another provider and advise all my friends to avoid using Tomato Energy.

Our sincere appreciation for a member of your team, Taylor, who provided exceptional support during a recent interaction.
Despite the frustrating nature of the issue we were facing, Taylor remained consistently respectful, patient and professional throughout our conversation. He took the time to listen to our concerns, but also went above and beyond in attempt to resolve the issue.
Taylor’s professionalism and solution focused approach truly stood out and reflects the values any organisation should be proud of.

I made a mistake on a payment reference so rang to inform them. Emma Moore was very helpful, and a pleasure to speak to.

Spoke to pargat could not help me enough

Telephoned Tomato and spoke to Emma Moore who was extremely helpful with my query and explained things really well. Very happy with the company's customer service and happy to leave a positive review