Symbio Energy feedback

tk47

As I mentioned earlier, Symbio assumed I would use 53.8% above EAC/12 (adjusted) for March

Symbio estimate I will use 55.8% above EAC/12 (adjusted) for April.
- at least they've 'flattened the curve'
- but this is supposed to be the start of the Symbio Energy summer season where I thought Symbio estimate I will use less than EAC/12 (adjusted)?

Another month Symbio can go whistle for their money.

zantos

For all of you who are worried that you haven't had a bill - I have been notified TWICE now, once on 3rd April and again today 9th April, both for the same amount I'm glad to say!

rags58

rags58 said:

I decided to bite the bullet and complain. Basically stated I was unhappy about the estimate which is clearly using winter rates even though they state from April they would revert back to summer rates. Gave them a figure what I consider my April estimate should be and asked them to reconsider.....
  "Can you please look at my bill for April and amend the estimated consumption to a figure that actually relates to the amount of electricity that I will use for a 30 day period in summer which I calculate as approximately 6.32 units a day = 190 units based on my actual consumption. You have an over estimation of 114 units"

Just received a response from Symbio today..... "Their solution"....Increase my monthly payments...admittedly fixed monthly but higher than my April bill and the EAC/12.....and higher than I would expect to pay for the remainder of my contract.
 I sent a reply....."It is unreasonable to constantly change your position on payments to my detriment. I would appreciate if you honour your winter/summer contract and adjust my consumption accordingly to a realistic consumption rate ...."
I know......I'm a fool engaging with them!

Talldave

rags58 said:

I know......I'm a fool engaging with them!

Presses the "I told you so" button!!

If you read back on this thread, there are accounts of people engaging with Symbio about billing estimates/payments and it would seem more often than not, it goes pear shaped.

If you want a successful ride with Symbio, DO NOT INTERACT WITH THEM. They are incompetent.  The only thing they are capable of doing is setting low unit rates.

rags58

I have promised myself not to engage with them again no matter how they respond....I will sit it out  ...lesson learnt

Talldave said:

rags58 said:

I know......I'm a fool engaging with them!

Presses the "I told you so" button!!

jazzy

I finished with Symbio around 2 months ago and went to Green Energy, it's so nice to get fixed monthly bills again.
Symbio notified me two weeks ago that my account was £46 in credit when I closed my account and when Green Energy took over.  What is the usual procedure for Symbio to credit this amount? I cancelled the Direct Debit mandate with my bank. I sent an email to Symbio giving them my bank account details for a BACS payment, no reply received. Anyone had a refund from Symbio? and if so how was it paid?  Thanks

CRISPIANNE3

Talldave said:

rags58 said:

I know......I'm a fool engaging with them!

Presses the "I told you so" button!!

If you read back on this thread, there are accounts of people engaging with Symbio about billing estimates/payments and it would seem more often than not, it goes pear shaped.

If you want a successful ride with Symbio, DO NOT INTERACT WITH THEM. They are incompetent.  The only thing they are capable of doing is setting low unit rates.

This is where I went wrong by interacting with them. I am now paying the price or they are by no bills for two months and the account being closed down at one point. 

tk47

rags58 said:

rags58 said:

I decided to bite the bullet and complain. Basically stated I was unhappy about the estimate which is clearly using winter rates even though they state from April they would revert back to summer rates. Gave them a figure what I consider my April estimate should be and asked them to reconsider.....
  "Can you please look at my bill for April and amend the estimated consumption to a figure that actually relates to the amount of electricity that I will use for a 30 day period in summer which I calculate as approximately 6.32 units a day = 190 units based on my actual consumption. You have an over estimation of 114 units"

Just received a response from Symbio today..... "Their solution"....Increase my monthly payments...admittedly fixed monthly but higher than my April bill and the EAC/12.....and higher than I would expect to pay for the remainder of my contract.
 I sent a reply....."It is unreasonable to constantly change your position on payments to my detriment. I would appreciate if you honour your winter/summer contract and adjust my consumption accordingly to a realistic consumption rate ...."
I know......I'm a fool engaging with them!

You really received a proposed resolution to your complaint from Symbio within 4 days?

I'm still awating a proposed resolution to my complaint I raised back in early January 2020.

I did receive a communication recently from Symbio saying they had identified I no longer had a live Direct Debit Instruction with them, and would I like to set a new one up with them. I informed them about the revocation almost 2 months ago, and have now asked again for a resolution to my complaint.

I realise I am able to take my complaint to the ombudsman, no thanks to Symbio Energy who should have advised me of that right after 8 weeks, but I'm happy to let this continue to roll at the moment. Still hoping we may be able to resolve this matter between ourselves, or our contact runs out at the end of this summer, whichever occurs first.

Whilst Symbio remain the cheapest electricity deal for us due to the outstanding tariff I snapped up from them last year, they are no longer the cheapest for us according to the MSE Cheap Energy Club if I were to renew today.

Talldave

Did you find your existing tariff on the Cheap Energy Club?  It doesn't list my Symbio tariff (or my Gulf gas tariff), so really can't be bothered with it. 

tk47

jazzy said:

I finished with Symbio around 2 months ago and went to Green Energy, it's so nice to get fixed monthly bills again.
Symbio notified me two weeks ago that my account was £46 in credit when I closed my account and when Green Energy took over.  What is the usual procedure for Symbio to credit this amount? I cancelled the Direct Debit mandate with my bank. I sent an email to Symbio giving them my bank account details for a BACS payment, no reply received. Anyone had a refund from Symbio? and if so how was it paid?  Thanks

The usual procedure is for Symbio to wait for you to contact them with a request to set up a new direct debit instruction with them. Why did you ever cancel it after you let them the money in advance, yet before they could refund you the remaining credit balance?