Symbio Energy feedback

SuiDreams

tk47 said:

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



 

I do not owe them £13 and the amount they want to take is more than that. I owe them a couple of pounds which is what the bill is for, but them email stated you owe Y and we will take your agreed fixed DD of X by 31st March. The amount they want to take is what I owe plus approx. £13. I am no longer on supply so should be taking the amount owed not the fixed DD amount. still waiting on a response. I have checked the bill against my own figures.

matelodave

Personally I'd close down the DD and then pay them by Credit Card or bank transfer rather than trying to fight them for an overpayment. 

Tafrock

It seems symbio are unaware of ofgems compensation rules 

I sent them this link 

https://www.ofgem.gov.uk/publications-and-updates/customers-entitled-automatic-compensation-switching-problems-1-may

Rodders53

Tafrock said:

It seems symbio are unaware of ofgems compensation rules 

I sent them this link 

https://www.ofgem.gov.uk/publications-and-updates/customers-entitled-automatic-compensation-switching-problems-1-may

That is from May 2019. This https://www.ofgem.gov.uk/publications-and-updates/new-customer-compensation-payments-further-improve-switching is about the 6 weeks for final billings and only comes in from May 2020.  So not yet.

Tafrock

That's the latest one regarding late final bills. May 2019 the original one regarding switching problems and late credit reimbursement were applied and remain in force in addition to the new late bill ones


At the vety top of the article you link to it says '"This follows switching compensation payments introduced last year, which have already delivered over £700,000 to customers"

Swipe

I wonder if Symbio will use the fact that a lot of households will be spending a long time at home over the next 3 months and over estimate accordingly? I certainly wouldn't put it past them.

Talldave

Swipe said:

I wonder if Symbio will use the fact that a lot of households will be spending a long time at home over the next 3 months and over estimate accordingly? I certainly wouldn't put it past them.

Don't give them ideas!!

Tafrock

Compensation all sorted to my satisfaction. So it's goodbye from me on this thread. 

bubieyehyeh

Swipe said:

I wonder if Symbio will use the fact that a lot of households will be spending a long time at home over the next 3 months and over estimate accordingly? I certainly wouldn't put it past them.

I wondered the same, my complaint about the overestimating is still ongoing, but I think they may have finally understood that not everyone uses massively more electricity in winter. They've told me that the estimate on my next bill will be based upon my personal consumption - we will see.

Though the April prediction maybe based on "Summer", if so they maybe massively unestimating in April.

paulbounty2

I got my refund three days after getting my final bill thanks to Mayuri from the marketing team.