Symbio Energy feedback

Stratus

tk47 wrote: »

Anyone else care to share their figures?

January estimate EAC/12 +89%
January actual EAC/12 -10%

I didn't ask for a revised bill.

I can't help thinking Symbio's effort to get more cash in has something to do with the extension of their accounting period from end of December to end of March.

https://beta.companieshouse.gov.uk/company/07999360/filing-history

tk47

tk47 wrote: »

Not mine, theirs! :mad:

A couple of weeks ago, I wrote to Symbio in line with their complaint procedure to ask that my complaint be escalated to stage 2 of the process.

Unfortunately, this request must now be made in writing, using the postal service, as Symbio have removed the email alternative.
(Don't worry, Symbio. I know you read this as you mentioned it elsewhere that you do, and I can confirm I have both versions of the your complaint procedure saved )

Your complaint procedure indicates that you aim to respond within 5 working days.

Even allowing for delivery time, I was getting anxious that no reply had been received.

But today, I did get a response. :T
Not from Symbio Energy, but from Royal Mail. :cool:

Royal Mail have indicated that the address you ask customers to contact you at is unknown to them.

Oh well, at least I tried, and I know have the evidence to prove it.

I wonder what the ombudsman will make of that when I will almost certainly be escalating the matter to them in just over a month's time. :huh:

Another visit from my postie today.
Another returned mail item addressed to Symbio Energy.

This was the original complaint I sent at the beginning of the month to the postal addresss specified in Step 1 of Symbio's complaint procedure.

As is the common advice on this board, I put the complaint in witing. I've also got a certificate of posting for this item, although not needed now the letter has been returned.

What this goes to show is that it was not a one off error by Royal Mail.
Two letters sent, both now returned as addressee unknown.

The issue appears to be that Symbio have not paid for (perhaps not even applied for?) the Freepost address that they advertise.

When you read this, Symbio, perhaps you can update your website to version 3 of your complaint procedure

tomthered

Strange my request for a meter reading was received at 21.02pm on 30 January 2020

Talldave

Stratus wrote: »

January estimate EAC/12 +89%
January actual EAC/12 -10%

I didn't ask for a revised bill.

I can't help thinking Symbio's effort to get more cash in has something to do with the extension of their accounting period from end of December to end of March.

https://beta.companieshouse.gov.uk/company/07999360/filing-history

I had to laugh at the fact that one of their directors is also a director of Do No Evil Ltd!!

molerat

tk47 wrote: »

Another visit from my postie today.
Another returned mail item addressed to Symbio Energy.

This was the original complaint I sent at the beginning of the month to the postal addresss specified in Step 1 of Symbio's complaint procedure.

As is the common advice on this board, I put the complaint in witing. I've also got a certificate of posting for this item, although not needed now the letter has been returned.

What this goes to show is that it was not a one off error by Royal Mail.
Two letters sent, both now returned as addressee unknown.

The issue appears to be that Symbio have not paid for (perhaps not even applied for?) the Freepost address that they advertise.

When you read this, Symbio, perhaps you can update your website to version 3 of your complaint procedure

Surely this should now go straight to the ombudsman, providing a non existent / undeliverable postal address for written complaints ends the 8 week timescale.

tk47

molerat wrote: »

Surely this should now go straight to the ombudsman, providing a non existent / undeliverable postal address for written complaints ends the 8 week timescale.

I will consider this, but suspect the ombudsman service would take a pragmatic position, as they often do, and simply provide their trading/registered office address to try instead.

It's a bit like when I contacted GoCardless, to inform them that the email address they provide to discuss any planned DD collection issue

i.e. [EMAIL="billing@symbioenergy.co.uk"]billing@symbioenergy.co.uk[/EMAIL]

no longer works, because Symbio have set up a filter to block all incoming messages to that address.

GoCardless suggested I try the Symbio website form to make contact instead.
https://symbioenergy.co.uk/contact/


Having said that, it's all part of the evidence that will be submitted to the ombudsman eventually, as I feel sure Symbio won't resolve the matter within the next month.

Talldave

You could try the registered address of: Room 103, Mansion House Bucknalls Lane Watford Hertfordshire WD25 9XX and as quoted in the T's & C's.

tomthered

Is it worth people contacting via Facebook Messenger?

tk47

Talldave wrote: »

You could try the registered address of: Room 103, Mansion House Bucknalls Lane Watford Hertfordshire WD25 9XX and as quoted in the T's & C's.

Actually, it may be I am down that way in the next couple of weeks.
I may try their option of

Visiting us at one of our business premises for a face-to-face discussion.

Might be interesting.
But I believe there are 9 companies registered to that particular room in the building (79 companies to the whole building) so it might be quite congested (if there is anyone there at all)

tk47

Who'd have thought this building had over 100 rooms in it?
They must be pretty pokey if it does.



Perhaps it's like some hotels where 1st floor rooms start from Room 101?

Or perhaps it's just a virtual mailing address.?
As I understand it, all the work by Symbio is actually carried out from Goa, India.

If there really are 79 different businesses in this property, and each one was just a one man band, that would need 10 people to each car.

Edit: The more I look into it, the more I'm tempted to make the effort to visit, just to see what really is going on there.