TotalEnergies Gas & Power (UK only) Avis 

Melanie helped me a lot when I was in need to speak to someone. I could not thank her enough

James was extremely helpful and friendly, and he dealt with my queries very quickly.

EXCELLENT CUSTOMER SERVICE FROM JAMES
GUIDED ME PERFECTLY FROM THE QUOTATION RENEWAL THROUGH TO THE RENEWAL PROCESS

Nightmarish team on the phone lines.
I’m a London LEVC black taxi driver and have used most charging energy companies in London and never have I been so misadvised on the phone.

Have just been charged an idil fee of £49.00 on one of this companies new charging points, even though I called the company at the time of charging and making it totally clear that my call was to find out the rules around how their fees work with leaving my cab to charge overnight. That was the sole reason I called them and the phone rep ducked and dived and misadvised and as a result I’ve incurred this charge!

This is a new charging point that had literally been installed about a week before I parked there and at the time I was delighted to see there was finally a charging point on this road where my Mother lives as I regularly visit and stay over.
There are minimal charging points in this area for the amount of electric car owners and this I thought was good news! Minimal signage on usage rules, which I assumed was because it’s just been installed - which was another reason I phoned them to check their rules!

On noticing this whopping £49.00 charge called and asked this company to listen to the call I made the evening on using, at 9pm, when it is free parking on the road my cab was charging on. I have now been sent what appears to be a generic email stating the charge was made within their terms and conditions (a bit like all the response emails from them on here - very generic)…

They state on thoroughly investigating my case the charge was implemented correctly.

So why did you put the incorrect location on where I was parked along with the incorrect time?
I was parked around three miles away from the location the company stated and I plugged my cab into the charger and around four hours after the time the company stated. So what is going on here? How thoroughly have you looked into this to responded or have you just copied and pasted from another email to respond?

I’ve coped the details provided in the email sent to me based on the company’s ‘thorough investigation’.

⬇️ all details the company emailed state incorrect location and time.
This location is over three miles from where I was charging and the time is out by over four hours!

Date: 26/04/2024 4:40PM-7:44PM
ChargePoint: TotalEnergies/Hammersmith & Fulham Peterborough

Which reinforces my views on the rubbish their representative spouted to me when I called to have the usage rules explained to me.
I did not have time to go online and read through a long package of terms and conditions and that’s why I phoned. I made it crystal clear I was enquiring as to whether there was a time limit on the stay and how the Charging works and the payment!!!!

Have just phoned them on receiving the rejection email and have been told it is being escalated to the next level and for me to email in again.. Will see what they come back with and just pass onto my union if they don’t do the right thing!

The road I parked on is free overnight parking and the charges are minimal when they kick in in the day. Why on earth would I leave my cab on a charger deliberately overnight to incur a £49.00 fee when it’s basically as low as free parking for the couple of hours I was there in the morning. Why didn’t the operative just state it’s a 22kw or 55kw charger and will have the vehicle charged roughly within a couple of hours and for me to move it later that night or risk being charged £49.00?!?
Why couldn’t he just answer my question?

As stated it feels scammish.

I’ll update trustpilot with the outcome but based on the initial experience with the call centre I would never recommended this company.

Shameeg is always so helpful! :)

Harry was very helpful and went above and beyond to answer all my questions and secure the best rates possible.

you dont respond to emails and action them. been 7 months. and multiple emails.

Qyaam Clark was very efficient and helpful.

Qyaam was a big help, he was efficient and clear in his communication and resolved my issue quickly

TotalEnergies charged me extortionate business rates for my home for well over a year, despite me providing council tax evidence proving it was a domestic property and emailing them repeatedly asking them to correct their error. I still paid every bill in full on the same day it was received, in the hope my emails to them would result in a rightful refund. This was not forthcoming. When I told them well in advance that I was moving out, and submitted the change-of-address information, they failed completely to process it, sending me many threatening demands for money I didn't owe them covering time periods months after I'd left the property - and they're still doing so.

Because of this disgraceful conduct, I went to the Energy Ombudsman. The Ombudsman upheld my complaint and ordered TotalEnergies to rebill and refund my account at the correct domestic rate for the entire fifteen months I was there, close the account from the date I moved out, apologise in writing, and pay me £150 compensation for their appalling failures. Three and a half weeks after the Ombudsman's decision, they have failed to action even one of these things, saying only that it's "under review". Staggeringly, the spurious bills and unjustified, intimidating demands for payment keep arriving, despite them having told me in writing they would stop. This is a company that cannot be trusted.

This isn't just poor customer service - it's a toxic culture of corporate neglect, obstruction, deliberate delay, indifference, systematic avoidance, and an indefensible failure to put obvious mistakes right. If a company still won't act after an Ombudsman has ruled against it, that tells you everything you need to know.

This manifestly unethical company, with such little regard for its customers, or for the findings of the independent Ombudsman, is one I would very strongly advise avoiding.

UPDATE: TotalEnergies' response below is a textbook example of the obstruction I have faced throughout this entire affair. They know precisely who I am - my name's at the top of this review! They have my account details, my correspondence, the evidence I supplied, and the Energy Ombudsman's ruling against them. Asking me to provide my details so they can "raise a complaint" is extraordinarily disingenuous, breathtakingly dishonest and deceitfully evasive - my complaint has already been investigated, upheld, and resulted in four compulsory, non-negotiable orders. That's already done - there is nothing left to investigate. There's simply a legally-binding Ombudsman's decision that they have brazenly still failed to implement. Their response gives the illusion of action while avoiding the one thing they should already have done: comply with the Ombudsman's ruling. What a shameful company!

I’ve not had any acknowledgment from you about my enquiry

We took over a block of flats, it was with total energy, we had tenants move in, and they asked to move suppliers. Every time they kept rejecting moving the meter because they had all the wrong readings and the customer service is not responding to emails, it's all over the place.

Qyaam Clark dealt with my request and I had the information sent over before the end of the chat

Sorted out my issue no problem, was a pleasure to talk to

Qyaam Clark help quicky and efficiently and was very polite