Symbio Energy feedback

CRISPIANNE3

Tafrock said:

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 

Yes I was with Zog and only left on price. Never any issues. The only other company I had problems with was Extra Energy who went as far as debt collectors for a non existent debt. Thankfully they are no more.  

BTW Green work out cheaper for me over Symbio and happy to pay £25.00 exit fee just for a peace of mind.

Swipe

Still yet to receive my bill. Anyone else not had theirs yet?

SuiDreams

No response to me querying my February bill, but my DD for February has been cancelled.

CRISPIANNE3

CRISPIANNE3 said:

 

. 

CRISPIANNE3 said:

. 

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.

And this is a reply received after reading my post on another site

quote

Reply from Symbio Energy

2 hours ago

Dear Customer,

We value all our customers and do our best endeavour to respond within a reasonable time. 

We understand that you are not content with your recent bill. Please note that the energy industry is based on estimates and hence there will be a variation in the billing for each month (there is a larger variation in your bill during the winter period). However, customers which provides monthly meter reads are less likely to have a variation in their monthly direct debit. 

Please accept our apologies if you query has not yet been attended, one of our agents will be looking into your query shortly.

Symbio Energy has been the cheapest supplier in the industry for the past 7 months and our aim is to ensure that customer services remains the core of our business.

Thank you

unquote.

The obviously have not read the content of my post properly and for their information I do give them reads at the end of the month except for December when it was the 30th.  I am talking about an outstanding balance that was never outstanding.  

Also received a message today saying they will be taking an amount by dd in 3 days time which includes the outstanding amount. However I have never done this before but will cancel the dd and pay them for the estimated usage for this month only by bank transfer. 

Swipe

Still no February bill for me

Tafrock

They also are not the cheapest anymore. I also got a reply to my where is my final bill. Apologising for the  January instead of February typo and saying my bill will be reconciled as promised in first week of February. It's now the second week 

CRISPIANNE3

Tafrock said:

They also are not the cheapest anymore. I also got a reply to my where is my final bill. Apologising for the  January instead of February typo and saying my bill will be reconciled as promised in first week of February. It's now the second week 

I can't help thinking to move on from this company I will just have to pay a non existent outstanding debt other wise my transfer to Green could be blocked.

Tafrock

I'm not so sure. They are so disorganised they probably won't notice it. 

Tafrock

How long before your green tariff goes live 

Tafrock

Seems symbios efforts always gravitate towards being the cheapest. They are once again the cheapest by a fiver following today's launch of symbio winter monthly  plan February 20 v2

11.067p per kWh v 11.202 green
19.5p standing charge v 20p green 

If only they put as much effort into supplying accurate bills and responding to emails