Symbio Energy feedback

CRISPIANNE3

Tafrock said:

How long before your green tariff goes live 

I go live on the 26 February.  

Tafrock

I'm sure they won't object. You clearly don't owe that money anyway   have they acknowledged the switch yet. Mine was acknowledged via email and I had a telephone call though I didn't answer that as I didn't know it was them until I searched the strange number that rang 

tk47

Swipe said:

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

Received mine this evening.

Last month, after complaint over the original uplift, they applied a reduced 25% uplift which remains the subject of complaint.

This month, because they were forced to reconcile that over-estimation once they had the actual meter readings, they applied an almost 40% uplift presumably to satisfy their cash-flow requirements.

Dispute of this months bill already filed. Now to see if they will collect it regardless.

I'll be booking another breakfast appointment with my local bank manager tomorrow morning for the day they intend to collect. - the bill was sent to late this evening to make that booking.

tk47

Looks like when they made over their website, they used the original version of their complaints procedure, so it's got the email contacts included again
Not sure they work, though - the postal address certainly doesn't

So interesting that the complaints procedure included on this month's bill which is with their latest branding is different again, and different to what was in last month's bill - which was the previous design.

As another alternative, you could always try the version of their complaints procedure in their T&Cs. At least Symbio give you lots of options on how to raise a complaint, even if none of them probably work.
Be interesting which version the ombudsman will expect customers to follow.
I think I've covered them all just to be on the safe side.

Boohoo

tk47 said:

Looks like when they made over their website, they used the original version of their complaints procedure, so it's got the email contacts included again
Not sure they work, though - the postal address certainly doesn't

So interesting that the complaints procedure included on this month's bill which is with their latest branding is different again, and different to what was in last month's bill - which was the previous design.

As another alternative, you could always try the version of their complaints procedure in their T&Cs. At least Symbio give you lots of options on how to raise a complaint, even if none of them probably work.
Be interesting which version the ombudsman will expect customers to follow.
I think I've covered them all just to be on the safe side.

I have made a comment about no bills being able to download in this thread.
Can/has anybody download their past bills on the new website as when I click on the view bill button a window pops up with details but for me it will not give me the option to download any bills.
I have the bills that Symbio send by email but I think they used to have available to download on the Symbio web portal.

Tafrock

I'm not sure they ever were available to download from the website. I've always kept a copy of the emailed ones myself so can't be 100% positive on that but I don't recall that option myself.

I just looked at their online bills. They don't really tell you anything. Used to show a proper bill. Now they are next to no use at all 
But if you really need to keep a copy of that brief information an easy option would be to screenshot what is displayed and copy the pic to your chosen destination

Myself id make sure I kept the email bill as its a proper bill 

CRISPIANNE3

Tafrock said:

How long before your green tariff goes live 

Trying to avoid further issues I have spoken to Green online and they will delay my application a few days so the switch takes place on the 1st March.  Also my next task is to go down Symbio's official complaints route and see what happens. I have cancelled the dd for Symbio. I am advising them I will pay for this months estimated usage by bank transfer today but dispute the outstanding amount now standing at £27.00. Give them 8 weeks to resolve and if not Ombudsman.  Feeling more positive today!

UnclaimedEnergy

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 

Had a quick look, they've literally just priced themselves £6 cheaper than Green. in every region...

Trust me, they don't put a lot of time and effort into their pricing.

tk47

Boohoo said:

tk47 said:

Looks like when they made over their website, they used the original version of their complaints procedure, so it's got the email contacts included again
Not sure they work, though - the postal address certainly doesn't

So interesting that the complaints procedure included on this month's bill which is with their latest branding is different again, and different to what was in last month's bill - which was the previous design.

As another alternative, you could always try the version of their complaints procedure in their T&Cs. At least Symbio give you lots of options on how to raise a complaint, even if none of them probably work.
Be interesting which version the ombudsman will expect customers to follow.
I think I've covered them all just to be on the safe side.

I have made a comment about no bills being able to download in this thread.
Can/has anybody download their past bills on the new website as when I click on the view bill button a window pops up with details but for me it will not give me the option to download any bills.
I have the bills that Symbio send by email but I think they used to have available to download on the Symbio web portal.

I have also previously that comment about bills having been removed from customer's online accounts.

Unfortunately, it seems Symbio have elected to remove that from their website, and provide you only a bill summary online.

As per the terms and conditions you agreed to abide by, you agreed to receive bills by email. What makes you think they have to also be available online?

tk47

Tafrock said:

I'm not sure they ever were available to download from the website. I've always kept a copy of the emailed ones myself so can't be 100% positive on that but I don't recall that option myself. ...

Yes they were, but that facility has now been removed by Symbio