Symbio Energy feedback

thozza

Received another ridiculous inflated bill & advised of excessive DD for March based on estimated usage 60% higher than I ever use. Rang this morning (answered within thirty seconds), very helpful, agreed that it was far too high, they have now put me on a fixed DD at the amount I calculated it should be.

If you are fed up with the inflated DD, they do have the option of a fixed DD, although they don't seem to shout about it. 

Talldave

Presumably the "increased winter consumption" argument is going to fall a bit flat soon? What excuse can they possibly come up with for spring/summer over-estimating?!

Boohoo

Talldave said:

Presumably the "increased winter consumption" argument is going to fall a bit flat soon? What excuse can they possibly come up with for spring/summer over-estimating?!

Over using the air-con or fans when it's a heatwave?

CRISPIANNE3

Latest information still showing meter read from 31.1. 

My Payments

Direct Debit Actions

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>You currently do not have any pending actions on your DD

In my estimates only they  have gone from being inefficient to grossly inefficient. 

Kayster

Talldave said:

Kayster said:

Variance Units 17.56

Variance Night Units Total Night Units Consumed -123.38

That's how it works - the books are balanced on what you've used and you're charged for the coming month's estimate.
If you'd given you meter reads on 29 Feb they wouldn't have had to estimate your actual usage after your readings on 27 Feb.

I do follow how it should work, If you look at my figures
Dec to end feb meter reading 775kw
dec to end feb bills 1238 kw. 
So you might expect March bill to be based on meter reading dec to end feb of 775 plus say another 350 for march total 1125kw but as they have already had payment for 1238kw they should be refunding 113kw but instead i have  a bill for ANOTHER 535kw. It is getting worse and no explanation from Symbio. 
Is there anything wrong with the above simplification of billing?

Talldave

Kayster said:

Talldave said:

Kayster said:

Variance Units 17.56

Variance Night Units Total Night Units Consumed -123.38

That's how it works - the books are balanced on what you've used and you're charged for the coming month's estimate.
If you'd given you meter reads on 29 Feb they wouldn't have had to estimate your actual usage after your readings on 27 Feb.

I do follow how it should work, If you look at my figures
Dec to end feb meter reading 775kw
dec to end feb bills 1238 kw. 
So you might expect March bill to be based on meter reading dec to end feb of 775 plus say another 350 for march total 1125kw but as they have already had payment for 1238kw they should be refunding 113kw but instead i have  a bill for ANOTHER 535kw. It is getting worse and no explanation from Symbio. 
Is there anything wrong with the above simplification of billing?

I see what you're saying, but are you overlooking their consolidation calculations in the Charges in this period section of the bill or are they actually not there?  There should be a £negative amount that credits you for the 123.38 night units they over-estimated for.  At a guess this would be around -£13.40.  Similarly, I'd expect to see a figure of around £1.90 added for the under-estimate on the day units.
It's a bit difficult to analyse copy/paste style on here, but if you want to stick your bills on a dropbox link and DM me the link I'm happy to take a look and see if they're consolidating the over/under estimating each month.

Kayster

Talldave said:

Kayster said:

Talldave said:

Kayster said:

Variance Units 17.56

Variance Night Units Total Night Units Consumed -123.38

That's how it works - the books are balanced on what you've used and you're charged for the coming month's estimate.
If you'd given you meter reads on 29 Feb they wouldn't have had to estimate your actual usage after your readings on 27 Feb.

I do follow how it should work, If you look at my figures
Dec to end feb meter reading 775kw
dec to end feb bills 1238 kw. 
So you might expect March bill to be based on meter reading dec to end feb of 775 plus say another 350 for march total 1125kw but as they have already had payment for 1238kw they should be refunding 113kw but instead i have  a bill for ANOTHER 535kw. It is getting worse and no explanation from Symbio. 
Is there anything wrong with the above simplification of billing?

I see what you're saying, but are you overlooking their consolidation calculations in the Charges in this period section of the bill or are they actually not there?  There should be a £negative amount that credits you for the 123.38 night units they over-estimated for.  At a guess this would be around -£13.40.  Similarly, I'd expect to see a figure of around £1.90 added for the under-estimate on the day units.
It's a bit difficult to analyse copy/paste style on here, but if you want to stick your bills on a dropbox link and DM me the link I'm happy to take a look and see if they're consolidating the over/under estimating each month.

Thats very kind of you to spend the time. I have opened a dropbox and uploaded the 4 files. I will send you a DM about access to them.

Gerry1

Kayster said:

Is there anything wrong with the above simplification of billing?

Yes, you seem to have muddled up kW with kWh.  kW is a power rating, e.g. a three bar electric fire uses 3kW.  kWh is a unit of energy, e.g. a three bar electric fire used for 3 hours will consume 9kWh.

barbar

I have a mixed view of Symbio Energy
On one hand the price is very good.  They are flexible in terms of charging for a dual rate meter as a single rate. which I prefer and have found that some others cannot accommodate.  In general they answer the phone quickly and do tend to listen and attempt to put things right.  My view is that their systems and processes are in a right state but they are not trying to pull the wool over my eyes.

On the negative side
I never agreed to have variable direct debits, I know my annual consumption and I prefer to have a standard cost especially as I don't use more in the winter.  Mot of the suppliers who have tried this trick of charging more in the winter have done more harm than good.

I am yet to receive a correct bill first time.  They had my readings from myself and previous supplier, which I eventually got them to accept and use on bills.  Last month was an over estimate which I was happy to go with as I assumed that it would be sorted this month.  This month I was totally unable to reconcile the bill in any way as it appeared to be about 63% over the original estimate of my usage and indeed what I have used since being with them but worse it had opening readings of 0 and closing readings of 0 so there was no baseline to work from  and no way to know how my previous over payment based on a high estimate had been dealt with.  It was simply a charge for a number of units plucked out of the air.  It was along the lines of opening reading 0, closing reading 0, total units used 836!!!!!

This was despite a reading being submitted on time in line with previous readings.
Because there were no readings there was also no variance unit calculation.
I am meticulous in my record of readings submitted and am very numerate, yet never have I felt so helpless in terms of understanding a bill and being able to assess whether I am being overcharged.

Now I have dealt with devious companies in the past who have a slick marketing machine to appear whiter than white (Bulb I am talking about you!) but I don't feel that Symbio have tried to kid me as they have always listened and acted on what I have said.  But there is a limit and I would like to see an accurate bill with proper opening and closing readings with estimates that reflect reality.  I don't like the idea of estimating for the coming month as I think it is this that has caused the issues but accept that that is the way you operate.  As this is imposed on your customers you need to get it right.

I have now gone to a fixed direct debit, but that only helps in terms of shock direct debits it does not help in terms of inaccurate bills.

Lastly things that needs sorting but are not a deal breaker.  Your website really lacks functionality, for example I now can't see or download previous bills, just summaries of bills.  Under meter readings it only shows the last reading I submitted with no dates so there is no context to this at all.

I have deliberately posted here and not gone down the Trustpilot route for a review to just add another 1 star and make your job even harder in terms of trying to get your credibility back but offer this is an insight into what your customer must be thinking.

I have my eye on another supplier and will move next month if this does not get better, so Symbio, please sort the issue as I for one would like to see you survive and prosper as an alternative to the other big players.  

CRISPIANNE3

barbar said:

I have a mixed view of Symbio Energy
On one hand the price is very good.  They are flexible in terms of charging for a dual rate meter as a single rate. which I prefer and have found that some others cannot accommodate.  In general they answer the phone quickly and do tend to listen and attempt to put things right.  My view is that their systems and processes are in a right state but they are not trying to pull the wool over my eyes.

On the negative side
I never agreed to have variable direct debits, I know my annual consumption and I prefer to have a standard cost especially as I don't use more in the winter.  Mot of the suppliers who have tried this trick of charging more in the winter have done more harm than good.

I am yet to receive a correct bill first time.  They had my readings from myself and previous supplier, which I eventually got them to accept and use on bills.  Last month was an over estimate which I was happy to go with as I assumed that it would be sorted this month.  This month I was totally unable to reconcile the bill in any way as it appeared to be about 63% over the original estimate of my usage and indeed what I have used since being with them but worse it had opening readings of 0 and closing readings of 0 so there was no baseline to work from  and no way to know how my previous over payment based on a high estimate had been dealt with.  It was simply a charge for a number of units plucked out of the air.  It was along the lines of opening reading 0, closing reading 0, total units used 836!!!!!

This was despite a reading being submitted on time in line with previous readings.
Because there were no readings there was also no variance unit calculation.
I am meticulous in my record of readings submitted and am very numerate, yet never have I felt so helpless in terms of understanding a bill and being able to assess whether I am being overcharged.

Now I have dealt with devious companies in the past who have a slick marketing machine to appear whiter than white (Bulb I am talking about you!) but I don't feel that Symbio have tried to kid me as they have always listened and acted on what I have said.  But there is a limit and I would like to see an accurate bill with proper opening and closing readings with estimates that reflect reality.  I don't like the idea of estimating for the coming month as I think it is this that has caused the issues but accept that that is the way you operate.  As this is imposed on your customers you need to get it right.

I have now gone to a fixed direct debit, but that only helps in terms of shock direct debits it does not help in terms of inaccurate bills.

Lastly things that needs sorting but are not a deal breaker.  Your website really lacks functionality, for example I now can't see or download previous bills, just summaries of bills.  Under meter readings it only shows the last reading I submitted with no dates so there is no context to this at all.

I have deliberately posted here and not gone down the Trustpilot route for a review to just add another 1 star and make your job even harder in terms of trying to get your credibility back but offer this is an insight into what your customer must be thinking.

I have my eye on another supplier and will move next month if this does not get better, so Symbio, please sort the issue as I for one would like to see you survive and prosper as an alternative to the other big players.  

 Where else would I get free electricity. They have stopped sending me a bill and not even updating my latest read. I'm not going anywhere!  However I am putting the money a side  in case they may notice one day.