Symbio Energy feedback

merchcon55

I kind of get what they are doing on the bills - it's just so convoluted. So I got 329KW deducted for the over-estimate in January, but they have overestimated around 200KW for February. I wanted them to adjust the over-estimated reading, so sent message on Facebook. Actually got a reply that they would call me back and I replied they could call me in 10 minutes. They agreed, but sadly, never got their call. I figure with the fixed DD they will take out in February, my bill is out by around £25 - not a total disaster, and will eventually sort itself out with their billing madness.

Streaky_Bacon

Just one bill for me today.

Still using an estimate which is 30% over my actual usage for the previous month, but I suppose that is better than 100% over.

If they continue at that rate I should never be more than £20 in credit, which suits me fine.

Tafrock

For those thinking of switching green. Have launched a new fixed rate tariff called ampere 

For me it's cheaper than the variable oak rate and even cheaper by a mere 4 pounds a year then symbios current cheapest winter monthly plan February 20v1

Rates are 11.202 per kWh and 20p per day standing charge

griffb

Tafrock said:

For those thinking of switching green. Have launched a new fixed rate tariff called ampere 

For me it's cheaper than the variable oak rate and even cheaper by a mere 4 pounds a year then symbios current cheapest winter monthly plan February 20v1

I saw that on the MSE comparison tool, but when I went to the green. website it did not offer me Ampere. There’s also a £36 exit fee which is a bit of a downer

Tafrock

Ampere comes up on the green website for me. Yes the exit fee is a downer but sadly standard practice for fixed energy tariffs. I may wait until my first bill from green and then switch tariffs.

Everything has been fine so far with them but I'm still awaiting initial bill. Only been with them just over 2 weeks so that's not an issue 

As for symbio I haven't received my final bill yet. I know they have 6 weeks to produce it or compensation will be due
But they did promise it first week of February and thats passed (well the email actually said first week of January!!). They sent it on 30th January. 

Glad to be away from such a shoddy company myself 

CRISPIANNE3

Tafrock said:

Ampere comes up on the green website for me. Yes the exit fee is a downer but sadly standard practice for fixed energy tariffs. I may wait until my first bill from green and then switch tariffs.

Everything has been fine so far with them but I'm still awaiting initial bill. Only been with them just over 2 weeks so that's not an issue 

As for symbio I haven't received my final bill yet. I know they have 6 weeks to produce it or compensation will be due
But they did promise it first week of February and thats passed (well the email actually said first week of January!!). They sent it on 30th January. 

Glad to be away from such a shoddy company myself 

After the continued shambles with Symbio I went on a comparison site yesterday and their new 12 month tariff came up. It works out cheaper than Symbio but will need to pay them £25.00 exit fee. However Symbio's fix would have finished in November but with Green it would be fixed until 24 Feb. I therefore taking the plunge and decided to jump ship so to speak.

I would have stayed with Symbio but I'm so fed up with their erratic billing system and in particular trying to charge me twice for the same period. However concerned what my final bill will end up looking like. Fingers crossed I do not need to involve the Ombudsman.

griffb

OK the ampere tariff is appearing for me now. In theory a £30 saving, but Symbio are charging less than the quoted rate for the tariff so it’s almost all square again. Plus they still haven’t wised up to the free units giveaway, apart from which my billing is spot on. 

Tafrock

I'll keep you informed crispianne

The switch to green itself went superbly 

Account number and app log in up front before switch completion (unlike symbio) 

First payment in advance on completion date but you can change the date to suit you after the first payment (I've yet to do this) 

As for symbio I received an email informing me they had received a switch request. That was less than 48 hours after id started the process (surely a record in response times by symbio) 

I received a telephone call 5 days later which I didn't answer but I assume it was usual please stay call that you get. That was 11 days before transfer 

Then nothing!! 
I enquired as to whereabouts of final bill two days after transfer completed 

4 days later on 30th January I received this 
'We apologise for the inconvenience caused to you.

 

Please rest assured that we shall be sending you a reconciled bill within the first week of January any overestimation done on the January bill will accordingly be adjusted.

 

Kind regards,
Sapan N
Customer Service'

Ironically it states a final bill will arrive first week of January and email was sent January 30th

Since then no final bill or correspondence has been received 

I have enquired once more about the final bill and my refund of credit 

. 

CRISPIANNE3

Tafrock said:

I'll keep you informed crispianne

The switch to green itself went superbly 

Account number and app log in up front before switch completion (unlike symbio) 

First payment in advance on completion date but you can change the date to suit you after the first payment (I've yet to do this) 

As for symbio I received an email informing me they had received a switch request. That was less than 48 hours after id started the process (surely a record in response times by symbio) 

I received a telephone call 5 days later which I didn't answer but I assume it was usual please stay call that you get. That was 11 days before transfer 

Then nothing!! 
I enquired as to whereabouts of final bill two days after transfer completed 

4 days later on 30th January I received this 
'We apologise for the inconvenience caused to you.

 

Please rest assured that we shall be sending you a reconciled bill within the first week of January any overestimation done on the January bill will accordingly be adjusted.

 

Kind regards,
Sapan N
Customer Service'

Ironically it states a final bill will arrive first week of January and email was sent January 30th

Since then no final bill or correspondence has been received 

I have enquired once more about the final bill and my refund of credit 

. 

First of all the staff are very friendly and I feel sorry for them having to deal with complaints . Up until my January 2020 bill everything went really well apart from a few hiccups at the very beginning. They are one of the cheapest on the market and I am OR WAS happy to bear with them provided the bill is correct. However this is what happened to me yesterday and let you decide on well I have been treated.  This is a completely honest and truthful account of what has taken place and I am not after compensation and has nothing to do with cyber bullying. Anyway here goes:

Friday night I received my latest bill and found to my surprise I have an outstanding balance of £45.91 from the previous month. Now in January my original bill was for £91.48 which I paid by dd in two lots. So that cleared my account for January. However the same month they decided in their wisdom to the issue another bill for the same period and it was now for £45.91. 

It appears to me they are trying to double charge me for the same period. 

As I had paid the original bill in full they agreed to refund £36.48 of that amount and leave £55.00 on my account to cover the revised bill and a little over in credit. 

I rang them first thing on Friday and spoke to a very helpful member of staff. Explained everything to him and he said a new bill would be produced. 30 minutes later a new bill arrived but instead of £45.91 outstanding they decided it was now £66.00 outstanding.  

I rang them again. and spoke again to another person and explained what happened. The advisor said he would speak to accounts and get it checked. So shortly afterwards another bill appeared instead of £66.00 it now says £27.00 outstanding. So from the original bill its gone from £45.91 to £66.00 and down to £27.00 outstanding.

I rang back and asked to speak to a supervisor and they just put me through to a voicemail. 

So I rang them again and this time spoke to a lady and again nice and friendly. The lady said they would need to sit down with their accounts dept and find out what has happened and said they have 48 hours.  


However all they need to do is cancel the revised bill for £45.91 or credit it from the £55.00. What is so difficult about that and how on earth they came up with £66 and £27 outstanding as well just leaves me totally confused.



I always pay the amount requested by dd so am at a loss as to why they say there are outstanding amounts. As I said it seems to be they are double charging me for the same period. Also the bill for January got reissued because they estimated I would use 767 units for January when in fact I only use about 400 units.

My partner said just pay them what they say and move on but its not right because of total incompetency the customer should suffer this way.
I will update this post when any further information known.

Tafrock

Exactly they may be cheap but the hassle isn't worth it. Utility companies should be fit and forget until contract renewal. 
With zog for gas I have no issues and just check my monthly bill which is always as per readings I give them 
Most utility companies are like this. I had issues with symbio right from start with alteration from fixed payment to pay as you go (which if it's accurate I Have no problem with). Then double charging on my second bill where my first was marked unpaid even though I'd paid it 

Now this latest fiasco. They are unfit for purpose. Ofgem must investigate