Symbio Energy feedback

Lemonjuiced

They need to get this billing issue sorted out, it's been going on for far too long. My bills are roughly (I think) about right but the system is so convoluted it is very difficult to to work out.

So if you people at symbio are reading, your customers don't like your billing system, how many more will you have to loose before you change it.

Talldave

Kayster said:

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.

I'm sending you a spreadsheet printout of your Symbio figures analysed for the total period since you switched up to your latest bill.  Up to 27 Feb you'd used 781 kWh, and up to 29 Feb Symbio have charged you for 807.18 kWh - the small difference being that they had to estimate the consumption for the 28/29 February.  You've paid in advance for 535.67kWh for March, a lot of which will be credited back in your April bill going on your 300kWh ish per month consumption.

Given your 16% night time consumption, you'd pay less by switching to a non-E7 tariif.

Kayster

I'm sending you a spreadsheet printout of your Symbio figures analysed for the total period since you switched up to your latest bill.  Up to 27 Feb you'd used 781 kWh, and up to 29 Feb Symbio have charged you for 807.18 kWh - the small difference being that they had to estimate the consumption for the 28/29 February.  You've paid in advance for 535.67kWh for March, a lot of which will be credited back in your April bill going on your 300kWh ish per month consumption.

Thank you for doing this. 
When I look in "My Portal" on the symbio website I see a menu with a choice "my energy usage" clicking this shows a bar chart and a figure "consumed up to march". It was this figure i was using as energy consumption. I now see that this bar chart is not a useful record of actual energy consumption by month and total consumed figure but a record of symbios 180% overestimates month by month which they never update to show energy usage. This renders it useless. 
By now they can see what i use each month yet they continue with fantasy so they always have almost 1 month extra money paid in advance.
I also have noticed that my Santander 123 account no longer credits me with cashback as Santander do not recognise the payment going to Symbio as a payment to an energy company. 

Talldave

Kayster said:

I'm sending you a spreadsheet printout of your Symbio figures analysed for the total period since you switched up to your latest bill.  Up to 27 Feb you'd used 781 kWh, and up to 29 Feb Symbio have charged you for 807.18 kWh - the small difference being that they had to estimate the consumption for the 28/29 February.  You've paid in advance for 535.67kWh for March, a lot of which will be credited back in your April bill going on your 300kWh ish per month consumption.

Thank you for doing this. 
When I look in "My Portal" on the symbio website I see a menu with a choice "my energy usage" clicking this shows a bar chart and a figure "consumed up to march". It was this figure i was using as energy consumption. I now see that this bar chart is not a useful record of actual energy consumption by month and total consumed figure but a record of symbios 180% overestimates month by month which they never update to show energy usage. This renders it useless. 
By now they can see what i use each month yet they continue with fantasy so they always have almost 1 month extra money paid in advance.
I also have noticed that my Santander 123 account no longer credits me with cashback as Santander do not recognise the payment going to Symbio as a payment to an energy company. 

I've sent you the spreadsheet so you can enter your data and monitor from here onwards.  They do seem to be hitting you with a particularly high over-esimate at around 175%.  But I think that might be partly due to the fact that they can't get their head around your low night-rate usage.  Hopefully things will settle down once Symbio realise that winter has finished.

Tafrock

Hmm symbio seem to think they can disobey ofgems ruling and take on new customers still according to Facebook posts, trustpilot comments and a personal message to me - Dear Mr. Rock, Symbio Energy is appealing to the Order and would also be DCC complaint before the deadline date.

Taking in new registrations is not a problem for us at this time.

CRISPIANNE3

Tafrock said:

Hmm symbio seem to think they can disobey ofgems ruling and take on new customers still according to Facebook posts, trustpilot comments and a personal message to me - Dear Mr. Rock, Symbio Energy is appealing to the Order and would also be DCC complaint before the deadline date.

Taking in new registrations is not a problem for us at this time.

Perhaps they think if they are appealing then can continue to take on new customers.I have phoned OFGEM and they are calling back at 10.30am today. Will update later.

Still awaiting to hear. However I did contact one of the other banned suppliers and they said under no circumstances can they  take on new customers. They were hoping to resolve the issue in April. 

SuiDreams

Just waiting on my final bill after my switch away from them, I have switch both my gas and electric to the same company this time and switches went through on the same day, Had my final bill for gas this morning so just waiting on Symbio.

paulbounty2

SuiDreams said:

Just waiting on my final bill after my switch away from them, I have switch both my gas and electric to the same company this time and switches went through on the same day, Had my final bill for gas this morning so just waiting on Symbio.

You will have a long wait for your final bill from Symbio, I left them on the 7th Febuary and still waiting for my final bill.

brewerdave

paulbounty2 said:

SuiDreams said:

Just waiting on my final bill after my switch away from them, I have switch both my gas and electric to the same company this time and switches went through on the same day, Had my final bill for gas this morning so just waiting on Symbio.

You will have a long wait for your final bill from Symbio, I left them on the 7th Febuary and still waiting for my final bill.

6 weeks is the "normal" time after switch so since you only left 34 days ago, you are really hoping

paulbounty2

I was sent an estimated final bill on the 14th February for £10.07p. The next day I had another email saying:

"We understand that an estimated final bill was sent to you earlier since we did not have an actual change of supplier reading. We have now processed the correct meter readings to our billing team. A revised final bill will be sent to you in another 8-9 working days"
No revised final bill was sent.

On the 7th March received another email saying:

"We understand that you were promised a revised bill however, this was not actioned. We also understand the inconveniences caused due to this. Please be assured that you receive the revised bill within the next 72 hours"

Still no final bill. Today I sent a message on their facebook page and had a reply from Mayuri from the marketing team. She assigned a dedicated person to look into my query and issue the final bill by the end of the day. 
Still no final bill. another lie from Symbio
I sent them another message and had this reply:
"We are sorry for the delay, we can confirm that we have issued the final bill to you today"

Still haven't received my final bill
 I finally received my revised final bill today Monday 16th March thanks to Mayuri from the marketing team.