Symbio Energy feedback

DawnCrush

CRISPIANNE3 said:

Tafrock said:

Symbio comes up cheapest for me too but only by a fiver. My green ampere tariff was the cheapest but symbio did the only thing they appear to be good at and launched a tariff slightly cheaper 

Factor in the hassle and its just not worth it. Very surprised Symbio has been dropped from MSE comparison site. On the other hand perhaps not. 

They are still appearing for me on the MSE Cheap Energy Club


I wonder, as Symbio only supply electricity, did you remember to set your filter in the CEC to look at electricity only?

CRISPIANNE3

They had definitely disappeared for a few days perhaps CEG were updating the latest tariff information for Symbio. I had one of my lengthy conversation with Symbio yesterday and they now assure me everything is in order. Despite all my negative ramblings I have agreed to cancel my transfer and give them another chance. It's not a big deal but if I had left I would have had to pay an exit fee. I'll see what March brings. 

Tafrock

Quite suprised you decided to stay crispianne. Hope they start behaving for you. They were indeed not listed on cec for several days over weekend

It's not the most reliable comparison site nowadays though

allison445

Moved over a month ago and still awaiting final bill from previous address when I received the bill for this month I was assured over the phone that the payment would not be taken as due to the over inflated January bill I am in credit the payment was taken been trying to sort it out since been told 3-4 days on more than one occasion cheap price but the customer service is shocking I will not be shocked when a bill for march arrives in my inbox even though I am no longer a customer 

tk47

allison445 said:

Moved over a month ago and still awaiting final bill from previous address when I received the bill for this month I was assured over the phone that the payment would not be taken as due to the over inflated January bill I am in credit the payment was taken been trying to sort it out since been told 3-4 days on more than one occasion cheap price but the customer service is shocking I will not be shocked when a bill for march arrives in my inbox even though I am no longer a customer 

You'll have to explain that one to me a little more, please.

I always understood it that even using Symbio's own arguments, customers cannot accrue a large credit or debit, as each month the account is reconciled.

If you paid significantly more in Jnauary than you used (e.g. because you moved mid month, or you paid the hugely over-inflated bill they estimated), then surely that was reconciled on February's bill.
If Symbio had alread ceased supplying you in January, then surely they could not bill you at all for February's estimated usage, as even they will surely understand it would be zero.

The bill bottom line should therefore be February's bill for you should only have shown the amount you say the account is in credit by after taking into account all your consumption supplied by Symbio.

Tafrock has previouly stated in this thread that when you leave Symbio, the billing stops until they produce the final bill

tk47

As for my current situation, unfortunately (or maybe fortunately?), I've never been graced with any phone calls from Symbio Energy.

In fact, apart from auto reply messages (please send us your meter readings, meter readings received, meter readings sent for validation, etc) and this month's bill (which I contested), they have not contacted me now for 4 weeks.

Tafrock

Left symbio 24th Jan following excessive bill received on 3rd Jan. Received final bill on 11th February. No further communication since

Of course symbio aren't particularly consistent in how they deal with customers 

tk47

Just to clarify, I'm still supplied by Symbio and intend for that to continue for another 6 months as the fixed deal I'm on is at least 10% cheaper than anything else currently availble. (Of course, if something cheaper comes along, then that position may well change, but I doubt anything cheaper will come along)

Live compaint ongoing.
Will Symbio remember to advise my of my right to take the matter to the ombudsman at the appropriate time?
Will I take up such an opportunity whether it is offered or not? At present, I am thinking I will await a proposed resolution from Symbio themselves first (which I had hoped to have received by now) before deciding the best way forward.
The longer they take, the longer their bills remain unpaid.

allison445

tk47 said:

You'll have to explain that one to me a little more, please.

I always understood it that even using Symbio's own arguments, customers cannot accrue a large credit or debit, as each month the account is reconciled.

If you paid significantly more in Jnauary than you used (e.g. because you moved mid month, or you paid the hugely over-inflated bill they estimated), then surely that was reconciled on February's bill.
If Symbio had alread ceased supplying you in January, then surely they could not bill you at all for February's estimated usage, as even they will surely understand it would be zero.

The bill bottom line should therefore be February's bill for you should only have shown the amount you say the account is in credit by after taking into account all your consumption supplied by Symbio.

Tafrock has previouly stated in this thread that when you leave Symbio, the billing stops until they produce the final bill

I moved property it wasn't a simple switch over and this seems to be were there system falls short as they can't seem to understand I am no longer responsible for the electricity being used even though I informed them a month before I moved then again 2 weeks before I moved they are still billing me for a property I no longer live in even though I supplied them all the information they asked for pictures of the meter with date the letting agents details and other information 
A credit was left over from the January bill which should have been returned in final bill but a bill for February was still issued and money taken for this via direct debit was only for £25 but in my calculation they owe me £69 
They have told me via phone email and facebook messages at various time the final bill will be with me in 4-5 days last time being over a week ago 

tk47

allison445 said:

tk47 said:

You'll have to explain that one to me a little more, please.

I always understood it that even using Symbio's own arguments, customers cannot accrue a large credit or debit, as each month the account is reconciled.

If you paid significantly more in Jnauary than you used (e.g. because you moved mid month, or you paid the hugely over-inflated bill they estimated), then surely that was reconciled on February's bill.
If Symbio had alread ceased supplying you in January, then surely they could not bill you at all for February's estimated usage, as even they will surely understand it would be zero.

The bill bottom line should therefore be February's bill for you should only have shown the amount you say the account is in credit by after taking into account all your consumption supplied by Symbio.

Tafrock has previouly stated in this thread that when you leave Symbio, the billing stops until they produce the final bill

I moved property it wasn't a simple switch over and this seems to be were there system falls short as they can't seem to understand I am no longer responsible for the electricity being used even though I informed them a month before I moved then again 2 weeks before I moved they are still billing me for a property I no longer live in even though I supplied them all the information they asked for pictures of the meter with date the letting agents details and other information 
A credit was left over from the January bill which should have been returned in final bill but a bill for February was still issued and money taken for this via direct debit was only for £25 but in my calculation they owe me £69 
They have told me via phone email and facebook messages at various time the final bill will be with me in 4-5 days last time being over a week ago 

Thank you for the fuller explanation. I think I understand now.

Surely if you left them in January, having provided notice, meter readings and indeed photos of those closinhg meter reads, then as you know you pay in advance with Symbio (if you are paying them) then they cannot bill you for February.

Have you disputed the bill direct with the supplier?
Did you dispute the advance notice of the intention to take money from your account in February (being an incorrect amount as you were no longer supplied by Symbio then)?
Did you reclaim the disputed amount direct from your bank under the terms of the Direct Debit Guarantee? (if you had done, your bank would have immediately refunded you in full)

As for timing for replies, I know. Symbio promised me a response within 24/48/72/96 hours (take your pick) - that was 28 days ago!