Symbio Energy feedback

tk47

CRISPIANNE3 said:

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. 

Good spot! I hadn't noticed that.
I'll add that one to my ever expanding list of symbio email addresses. Hopefully one of the email addy's workls, and I wouldn't want to allow Symbio the chance to suggest to the ombudsman that I have not followed thir complaint procedure properly - whichever version they choose.

tk47

brewerdave said:

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.

Whilst there is no automatic penalty for not producing a final bill within 6 weeks, 6 weeks remains the acceptable period according to Ofgem to produce such a final bill.

So if one has not been produced within that time, then I would say there are good grounds to then raise a complaint.

tk47

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

If you have a bill from Symbio Energy, it's on there along with all other acceptable methods of payment.
(although the terms say you have to pay via DD usually, but as they have already messed that up, I think you would have good grounds to pay a different way)

CRISPIANNE3

tk47 said:

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

If you have a bill from Symbio Energy, it's on there along with all other acceptable methods of payment.
(although the terms say you have to pay via DD usually, but as they have already messed that up, I think you would have good grounds to pay a different way)

Because of issues I am having the advisor in customer service told me to cancel the dd and only pay for the amount for this months. consumption.  They say all calls are recorded so they. should be able to check.  I did it by bacs and sent them via email the remittance advice as per their instructions for paying that way. 

Tafrock

Final bill has arrived in all its redesigned new colours glory. Symbio owe me £26.98

Oddly enough the email from them states this 
"
Your account is in credit with us for £-26.98, which will be carried forward to the next invoice." 

What next invoice!!! You owe me and I've left. No more invoices are necessary 

The clock is now officially ticking. I'll be happy if you take longer than 6 weeks to refund me symbio. In that case you will owe me £56.98

CRISPIANNE3

Tafrock said:

Final bill has arrived in all its redesigned new colours glory. Symbio owe me £26.98

Oddly enough the email from them states this 
"
Your account is in credit with us for £-26.98, which will be carried forward to the next invoice." 

What next invoice!!! You owe me and I've left. No more invoices are necessary 

The clock is now officially ticking. I'll be happy if you take longer than 6 weeks to refund me symbio. In that case you will owe me £56.98

You really could not make this up. This company seems to believe their own propaganda. 

Swipe

Still no February bill for me. If they don't want my money, I'm fine with that. At least I won't be in credit when they go under.

[Deleted User]

Well guys, paid symbio for January bill using the online bill attached to their email asking for money (sorry crispianne3 misunderstood where to look) my only worry was they ask for the remittance advice which my bank, same as theirs, doesn't seem to do this. So a bit fingers crossed. Didn't pay February bill, best I owe them when we part!

Tafrock

I forgot to add. Now my final bill has arrived symbio have denied me access immediately to my account. Therefore I could not check my meter readings i sent to them. Fortunately I'm no fool and keep a record of all readings in my android app. They have used their estimated reading on December 31 instead of my true reading which was slightly higher. Therefore according to them the credit they owe me is slightly less than what it really should be

However I'm not about to dispute it as its less than 2 pounds and I just want my credit back. Unsure if they will go under but if ofgem have any teeth I'm sure they will be looking into them.. 

I see outfox were given until today to cough up feed in tariff payments or have their licence revoked 
Wonder if they've paid up

They have them 24 hours to pay up £602,930.63. Seems they have teeth after all 

tk47

Tafrock said:

...
I see outfox were given until today to cough up feed in tariff payments or have their licence revoked 
Wonder if they've paid up

They have them 24 hours to pay up £602,930.63. Seems they have teeth after all 

I think OFTM have given the proverbial 2 fingers to Ofgem

"Outfox the Market has told Ofgem that it will not make its upcoming FIT payment by 12 February 2020 for Year 10, Quarter 3 of the scheme. "

Also, from Ofgem:

"This provisional order will cease to have effect on 11 May 2020 unless confirmed by the Authority on or before that date."

So I guess not a lot will happen until at least then