Symbio Energy feedback

CRISPIANNE3

I see from a financial website they have between 10 to 50 employees. That probably explains why they are unable to answer emails in a timely fashion. 

Swipe

I finally got my February bill and their estimate was spot on.

tk47

CRISPIANNE3 said:

I see from a financial website they have between 10 to 50 employees. That probably explains why they are unable to answer emails in a timely fashion. 

They seem able to respond to posts on a well known review site promptly.

Just wish they would respond to complaints logged according to their complaint procedure (all/any version of them) in a timely manner

tk47

brewerdave said:

tk47 said:

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

Seems that they paid the £602k+ today!!

Indeed. Storm in a teacup. Ofgem posting defamatory remarks about OFTM

"In response to the provisional order, Outfox the Market criticised Ofgem for making a public statement about their likelihood to pay before the deadline had passed. "

Hope OFTM now sue Ofgem for libel.

"What made this public statement more controversial was the fact that other suppliers had outstanding payments but they were not publicly named as they were deemed to be able to pay by the late payment deadline "

CRISPIANNE3

tk47 said:

CRISPIANNE3 said:

I see from a financial website they have between 10 to 50 employees. That probably explains why they are unable to answer emails in a timely fashion. 

They seem able to respond to posts on a well known review site promptly.

Just wish they would respond to complaints logged according to their complaint procedure (all/any version of them) in a timely manner

UPDATE.

I sent an email to their Quality Assurance dept about 2 or 3 days ago outlining my complaint and to my total surprise they replied this am and advised the matter is being looked into and reply in 72 to 96 hours.  At least by emailing that dept you do get some response. 

UnclaimedEnergy

Should be easy enough for Outfox to hit the Direct Debit button to collect some extra cash? 

tk47

CRISPIANNE3 said:

tk47 said:

CRISPIANNE3 said:

I see from a financial website they have between 10 to 50 employees. That probably explains why they are unable to answer emails in a timely fashion. 

They seem able to respond to posts on a well known review site promptly.

Just wish they would respond to complaints logged according to their complaint procedure (all/any version of them) in a timely manner

UPDATE.

I sent an email to their Quality Assurance dept about 2 or 3 days ago outlining my complaint and to my total surprise they replied this am and advised the matter is being looked into and reply in 72 to 96 hours.  At least by emailing that dept you do get some response. 

CRISPIANNE3 said:

tk47 said:

CRISPIANNE3 said:

I see from a financial website they have between 10 to 50 employees. That probably explains why they are unable to answer emails in a timely fashion. 

They seem able to respond to posts on a well known review site promptly.

Just wish they would respond to complaints logged according to their complaint procedure (all/any version of them) in a timely manner

UPDATE.

I sent an email to their Quality Assurance dept about 2 or 3 days ago outlining my complaint and to my total surprise they replied this am and advised the matter is being looked into and reply in 72 to 96 hours.  At least by emailing that dept you do get some response. 

Was that the 'qualityassurance' address or the 'qualityassuarance' address?

I've been using the former from the outset, but it's good to hear that the email address is actively receiving mail as anti-spam measures this end mean I do not receive bounce notifications. I've not used the latter email address yet, but will include it from now on.

Having said that, the reply you received appears to be a standard copy and paste, delay response which I'm more than happy to do without. The proof will be in (a) whether they do follow up in the promised 72 - 96 hours and (b) if such a reply is received, whether it actually addresses your complaint.

CRISPIANNE3

tk47 said:

CRISPIANNE3 said:

tk47 said:

CRISPIANNE3 said:

I see from a financial website they have between 10 to 50 employees. That probably explains why they are unable to answer emails in a timely fashion. 

They seem able to respond to posts on a well known review site promptly.

Just wish they would respond to complaints logged according to their complaint procedure (all/any version of them) in a timely manner

UPDATE.

I sent an email to their Quality Assurance dept about 2 or 3 days ago outlining my complaint and to my total surprise they replied this am and advised the matter is being looked into and reply in 72 to 96 hours.  At least by emailing that dept you do get some response. 

CRISPIANNE3 said:

tk47 said:

CRISPIANNE3 said:

I see from a financial website they have between 10 to 50 employees. That probably explains why they are unable to answer emails in a timely fashion. 

They seem able to respond to posts on a well known review site promptly.

Just wish they would respond to complaints logged according to their complaint procedure (all/any version of them) in a timely manner

UPDATE.

I sent an email to their Quality Assurance dept about 2 or 3 days ago outlining my complaint and to my total surprise they replied this am and advised the matter is being looked into and reply in 72 to 96 hours.  At least by emailing that dept you do get some response. 

Was that the 'qualityassurance' address or the 'qualityassuarance' address?

I've been using the former from the outset, but it's good to hear that the email address is actively receiving mail as anti-spam measures this end mean I do not receive bounce notifications. I've not used the latter email address yet, but will include it from now on.

Having said that, the reply you received appears to be a standard copy and paste, delay response which I'm more than happy to do without. The proof will be in (a) whether they do follow up in the promised 72 - 96 hours and (b) if such a reply is received, whether it actually addresses your complaint.

Spelling mistake on their part qualityassuarance. I corrected it and sent to qualityassurance.  Also I have opened up a case with Resolver Group so attacking them on all fronts. The email I sent to QA was sent two days ago.

If you leave a post on Trust Pilot they do not bother reading it properly and come up with some stock reply which has no bearing on your issues.  I have given up phoning them because you really do not get anywhere. The are all very sweet and friendly but I want the matter sorted not more apologies. 

tk47

CRISPIANNE3 said:

I see from a financial website they have between 10 to 50 employees. That probably explains why they are unable to answer emails in a timely fashion. 

I'm not sure of the provenance of that claim, but it may well be that is 8-48 more employees than Bulb have, and neither of those Bulb employees are paid by Bulb.

The difficulty is that many of these new energy providers hide behind another company. There is a hint to that with regards to Symbio Energy in the OP of this thread but I believe that detail has changed since that post was originally made.

At least with Bulb, it's quite easy to follow. They have an associated/group member company that all the employees work for and that company provides a service to Bulb. It means Bulb then just have a simple expense to include on their accounts.

In the case of Symbio, I've not looked into who works for what company, nor indeed if the parent company provides any service to Symbio. To complicate matters further, I believe most of the work is actually being carried out in India so I have no idea currently who those people work for; is it an associated company or an independant third party company that simply provides a service to Symbio?
The copy & paste responses provide me a good indication. It reminds me of many telesales operations where the instructing client often demands the telesales person keeps strictly to the script provided by them.

CRISPIANNE3

tk47 said:

CRISPIANNE3 said:

I see from a financial website they have between 10 to 50 employees. That probably explains why they are unable to answer emails in a timely fashion. 

I'm not sure of the provenance of that claim, but it may well be that is 8-48 more employees than Bulb have, and neither of those Bulb employees are paid by Bulb.

The difficulty is that many of these new energy providers hide behind another company. There is a hint to that with regards to Symbio Energy in the OP of this thread but I believe that detail has changed since that post was originally made.

At least with Bulb, it's quite easy to follow. They have an associated/group member company that all the employees work for and that company provides a service to Bulb. It means Bulb then just have a simple expense to include on their accounts.

In the case of Symbio, I've not looked into who works for what company, nor indeed if the parent company provides any service to Symbio. To complicate matters further, I believe most of the work is actually being carried out in India so I have no idea currently who those people work for; is it an associated company or an independant third party company that simply provides a service to Symbio?
The copy & paste responses provide me a good indication. It reminds me of many telesales operations where the instructing client often demands the telesales person keeps strictly to the script provided by them.

tk47 said:

I read way back that Symbio was 100 percent owned by another company they went out of business. There was a director who was involved with that company and Symbio called Sam Budheo and he was brilliant for sorting out issues. However I see he has now resigned.  I had an issue last year and  I posted on another site and got a reply from him an hour after posting and he sorted everything out for me but now all you get are stock replies.  Also one thing I have noticed some of the advisors now answer with an English name rather than their own name. I have recently spoken to a Valerie and Ron but they are clearly not English.  Based on the fact part of their address is Room103 would no doubt support your theory.

 I am now in the process of leaving this company and I am going to Green whereby the rates for me are even cheaper.  I am certainly not going through all this again.