Symbio Energy feedback

tk47

CRISPIANNE3 said:

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!

Which version of their complaints procedure will you be using?

Remember the freepost address given on their website is not recognised. I'm not sure either of the two emails provided there work either.

But if you look back in this thread, you will find a list of emails addresses for symbio I posted. I would urge you to 'send to all' .

If not, following section W of their online terms and conditions should work - no guarantee of the timings they indicate though. Problem is, the ombudsman may ask you to prove you have followed their complaint procedure if you later ask them to assist. But which one?

CRISPIANNE3

tk47 said:

CRISPIANNE3 said:

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!

Which version of their complaints procedure will you be using?

Remember the freepost address given on their website is not recognised. I'm not sure either of the two emails provided there work either.

But if you look back in this thread, you will find a list of emails addresses for symbio I posted. I would urge you to 'send to all' .

If not, following section W of their online terms and conditions should work - no guarantee of the timings they indicate though. Problem is, the ombudsman may ask you to prove you have followed their complaint procedure if you later ask them to assist. But which one?

Looking at their latest bill first stage is customers service and if still not resolved quality assurance. However cannot get anything right the email address is spelt like this qualityassuarance@ etc etc. 

Talldave

CRISPIANNE3 said:

Looking at their latest bill first stage is customers service and if still not resolved quality assurance. However cannot get anything right the email address is spelt like this qualityassuarance@ etc etc. 

It does seem that whenever Symbio apply fingers to a keyboard utter rubbish comes out, from fundamental spelling errors to whole paragraphs of text that are just meaningless waffle.
Obviously at the miniscule profit margins they're working to, it's impossible to pay a decent enough salary to get employees with an IQ above 0 with an ability to spell and compose coherent English sentences! 

CRISPIANNE3

Talldave said:

CRISPIANNE3 said:

Looking at their latest bill first stage is customers service and if still not resolved quality assurance. However cannot get anything right the email address is spelt like this qualityassuarance@ etc etc. 

It does seem that whenever Symbio apply fingers to a keyboard utter rubbish comes out, from fundamental spelling errors to whole paragraphs of text that are just meaningless waffle.
Obviously at the miniscule profit margins they're working to, it's impossible to pay a decent enough salary to get employees with an IQ above 0 with an ability to spell and compose coherent English sentences! 

I found one of your email for the CSDirector and emailed that person today and got message back

Dear Sir/Madam,

Thank you for your email.

This is to confirm that we have received your email query and we will respond within 5 working days, depending on the nature of your query.

Our working hours are from Monday to Friday; between 09:00 am to 06:00 pm and on Saturdays from 09:00 am to 03:00 pm. Emails received thereafter would be attended on the next working day.

unquote
At least I know the message got through!

Tafrock

I may use that address myself when my final bill doesn't arrive within 6 weeks as anticipated. 6 weeks is the ofgem deadline before compensation becomes due

brewerdave

Tafrock said:

I may use that address myself when my final bill doesn't arrive within 6 weeks as anticipated. 6 weeks is the ofgem deadline before compensation becomes due

The OFGEM deadline applies to bill credits being repaid AFTER the final bill is received. They chickened out of penalising Utility Cos. for delaying the production of final bills, so some Companies take literally months to produce the "final" bill (which may or  may not be correct!!); I have received three final bills from Together Energy, who I left a year ago, and its still not sorted out.

[Deleted User]

I have had the same inflated bills from Symbio. Cancelled DD and awaited their response.... nothing!  I will be switching to another supplier but wonder if Symbio won't release my account. Have offered to pay them what I believe to be what I owe asking for their bank account details to allow bank transfer.... silence. Does anyone out there managed to pay them this way or have their details

CRISPIANNE3

helmsy157 said:

I have had the same inflated bills from Symbio. Cancelled DD and awaited their response.... nothing!  I will be switching to another supplier but wonder if Symbio won't release my account. Have offered to pay them what I believe to be what I owe asking for their bank account details to allow bank transfer.... silence. Does anyone out there managed to pay them this way or have their details

 The account details shown on your bill sort code 402313 and account no. 824530630 followed by our account no.

Not sure what happened yesterday but my email system got stuck and sent them the same message yesterday 200 times pointing out the issues. Perhaps my email system is as erratic as their billing system.  Must get it fixed!!!!!!!!!!!!!!!!!!

[Deleted User]

Thanks for that, went to their site and bills with account details not available anymore, so can I assume the sort code and account number are correct and followed by MY account number. Don't want to send money to someone else, so many scams about. Arthur E

CRISPIANNE3

helmsy157 said:

Thanks for that, went to their site and bills with account details not available anymore, so can I assume the sort code and account number are correct and followed by MY account number. Don't want to send money to someone else, so many scams about. Arthur E

Well hopefully it is but their terms and conditions are full of spelling mistakes. Hopefully the account number and sort code is correct.  Also I have set my payment   to go out to them on Thursday and that is when I believe the dd was due. Hate doing this but no other choice. Don't forget your account ref number on the remittance.