Symbio Energy feedback

Tafrock

Symbio rang me yesterday. Sadly I was at work so they left a voice mail and emailed me asking for a time convenient to me. They are ringing me back on Monday. Sadly I have news for you symbio. As of yesterday that 30 pounds compensation is 10 days overdue triggering a further 30 pounds compensation. I'll discuss this with you on Monday. Guru is the guy ringing me

CRISPIANNE3

Tafrock said:

Symbio rang me yesterday. Sadly I was at work so they left a voice mail and emailed me asking for a time convenient to me. They are ringing me back on Monday. Sadly I have news for you symbio. As of yesterday that 30 pounds compensation is 10 days overdue triggering a further 30 pounds compensation. I'll discuss this with you on Monday. Guru is the guy ringing me

Interesting to hear Guru is calling you. He has been my contact all along.  He was was the one who promised me everything was now sorted out and they had received my latest read from the 29 Feb. Since then no bill, no payment requested and latest read never noted on account.  Guru seems to be the guy to make things go away. Good luck!

Tafrock

Ofgem don't make rules to be ignored so I will be pursuing this compensation. What infuriates me most is when I first mentioned compensation I got a virtual immediate reply saying my refund was being processed as of now and would be in my bank account within 2 working days. I only got the refund 9 working days later after id posted on several sites about symbio continually breaking the rules.

Swipe

Tafrock said:

Ofgem don't make rules to be ignored

That doesn't stop Utility Point who refused to pay my second lot of £30 compensation for not paying their original £30 in time. I gave up in the end.

Tafrock

So you got first lot then swipe 

[Deleted User]

well well, as I left symbio on 7th march I did not enter a meter reading for end of February, this is what they asked. They then created a false meter reading for end February this meant that my payment for 1st February till 7th March was overpaid and they sent a refund for that. However they still owe me  money overpaid for the rest of my time with them. So far my requests have been ignored, can someone give me a pro forma for an official request to finalise my account.

matelodave

You dont need a proforma - just write and tell them what went wrong and send it in marked very clearly as a complaint. It shouldn't be everso difficult to work out how much you've used (subtract your opening reading when you joined from your closing one) and how many days you've been with them. Work out what it should have cost and then subtract how much you've paid since you joined them. The result will be how much either they or you owe each other.

Ideally send an e-mail and a hard copy by registered/recorded delivery. Then you've started the complaint process and if they are still faffing around in eight weeks you can escalate to the ombudsman. 

SuiDreams

Well have a final bill, but they want to take the fixed DD amount rather than the amount owed that is a £13 more than I owe them, I have sent a complaint. If they try and take more than I owe I will have to claim back from the bank.

tk47

SuiDreams said:

Well have a final bill, but they want to take the fixed DD amount rather than the amount owed that is a £13 more than I owe them, I have sent a complaint. If they try and take more than I owe I will have to claim back from the bank.

Congratulations on receiving a final bill from these people.
I'm still awaiting my March bill.

First you need to check that final bill carefully. Do you think it is correct? Does it perhaps include the extra payment as a credit? If so then you obviously need to allow it, and await them to then collect the remaining £13.

How do you know they are planning to take the extra payment? Have you received an email from GoCardless? What is a fixed monthly payment. as the issue most people seem to have is it varies so much ???

Anyway, experience has taught me that with Symbio, once you receive the email from GoCardless, they have opted for such a short notice period, no matter how quickly you complain to Symbio, it is too late for them to stop the intended collection.

So if the payment is not included on the final bill, then your opions are either to await the collection and recall it under the Direct Debit Guarantee.
Or contact your bank and cancel your DDI now.

If you agree that all you now owe the supplier is £13, then you can always pay that by bank transfer - the details of how to do this should be on your bill



 

Tafrock

Update on my ongoing compensation saga

Rang symbio Monday. Spoke to a lady. Asked for guru unfortunately he was busy on another call. Lady took my details and assured me guru would ring at earliest opportunity 

It is now Thursday. Matter has been raised to an official complaint by me and a new claim for the additional £30 compensation put in (ie £60 in total)

If necessary this will end up at the ombudsman