Symbio Energy feedback

Talldave

Tafrock said:

Wow have symbio started offering free electricity for 5 star reviews on trustpilot. There's a recent plethora of them. Meanwhile I still have not received my compensation promised for late return of my credit balance after I left them. Shambles of a company 

No! You get free electricity if you submit your meter reading a day late ;-). Guess who's reading is going in after midnight tonight?!

violetta

My reading for April was also overestimated by around 200  (203 to be exact).

Swipe

I'm really not sure how they are going to justify this unless they start underestimating on next month's bill.

Swipe

Just been on their portal looking at my 'amount spent' which is pure fantasy and then I go to 'my payments' and there's no payment history. I guess I'll have to rely on my bank statements and downloaded bills for that evidence. Surely the monthly bills should show a credit/debit amount when you are on fixed direct debit like any other utility supplier?

tk47

Swipe said:

Just been on their portal looking at my 'amount spent' which is pure fantasy and then I go to 'my payments' and there's no payment history. I guess I'll have to rely on my bank statements and downloaded bills for that evidence. Surely the monthly bills should show a credit/debit amount when you are on fixed direct debit like any other utility supplier?

It does appear that Symbio have changed the graphs on the online portal
Good job I keep copies, else I would think it was me going mad.

Previously the usage graphs showed what Symbio estimated you would use in that month. Presumably the exponential increase since Decemeber, with a 'flattening of the curve' for April was a little too embarassing for them.
e.g. for us with almost 4 months left on the contract, based on the total they had assumed we would use (as was shown on the LHS of the graphs), Symbio only had another 250kWh available for them to estimate we would use over the remaining period

So now the usage chart shows the combination of what Symbio estimated you would use in that month plus the variance (your variance values are probably negative due to their over - estimations).
In effect, this should more closely reflect what your actual usage is, albeit the estimated values are in advance and the variance in arrears.
e.g. for March column, it now shows their estimation of what they thought you would use in March plus the variance that they allowed you for February.

This significantly reduces the total usage figure on the LHS, so allowing them reason to continue to make at least sensible estimations in future (but I'm sure they will still over-estimate instead).

The cost figure on the RHS has not changed, and that indicates to total they have billed you (remembering that billing has always been reconciled every month)

In regards to your payments, these should be included on your full statements. They are on mine, but the full statements are not available online - that was withdrawn several months ago (last year I think). However, you should still be able to see on your bill summary, which is on line, details of what you paid and when you paid.

matelodave

They are available on line, when they are issued but not for long so you need to download them as soon as you can - I've got a full set

Swipe

I get my bills emailed to me

Talldave

Bills show all payments for me, along with ludicrous estimates, free units and actual consumption! 

matelodave

Swipe said:

I get my bills emailed to me

So do I, but you can't keep them unless you save them or save the e-mail, they don't sit on the Symbio website to be retrieved later. If you want to keep them, make sure you save them or the e-mail when it comes in.

The stuff on the website bears no relation to what I've used or paid so is of no use whatsoever if I want to query what is going on. I save my bills and all the acknowledgement e-mails so I've got my own record of what info they were, sent, received and then mangled.

ennaeeL

Symbio have useless customer support. I thought the worst ever but Yorkshire energy have just stolen that award from them.
Symbio lied to me on more than one occasion and switched me to a fixed rate tariff I never requested to be put on.
Then had the cheek to tell me it was a cheaper tariff than the one I requested two months earlier (but they failed to switch me to, despite telling me twice in emails they had done so). A quick check on my usage showed I would be at leasy £16 a year worse off on the one they unlawfully switched me to. I have  cancelled with them and am due to switch away in 2 days time. If they charge me the £25 early exit fee (for a tariff I never requested to be put on) it will be a case logged with money claim online. This never fails!