Symbio Energy feedback

Gerry1

HonestJohn said:

matelodave said:

HonestJohn said:

danielson81 said:

HonestJohn said:

Account closed, credit refunded and direct debit cancelled. Good luck to the rest of you. Now with Neon Reef.

Hi, I am in the same position, switched on 1st November, how long did it take to get your final bill? 

10 weeks for final bill. Then another 4 weeks for a credit refund.

did you push them for compensation. £30 for a late bill - it should have been produced within six weeks  and another £30 for the delay in paying out the credit which should be refunded within ten working days of the final bill.

I will push for the late credit compensation but I cannot get any for the final bill.
'Final bills. You can get £30 from your old supplier if it fails to issue your final bill within six weeks. This only applies to tariffs taken out after 1 May 2020.'

Not quite; Symbio's wording is a tad unclear.

It's the date of the switch to the new provider that counts, not when the original Symbio tariff was taken out.  So if you'd stayed with Symbio and didn't leave until May 2020 you would be entitled to £30 compo for a late final bill.

matelodave

Gerry1 said:

HonestJohn said:

matelodave said:

HonestJohn said:

danielson81 said:

HonestJohn said:

Account closed, credit refunded and direct debit cancelled. Good luck to the rest of you. Now with Neon Reef.

Hi, I am in the same position, switched on 1st November, how long did it take to get your final bill? 

10 weeks for final bill. Then another 4 weeks for a credit refund.

did you push them for compensation. £30 for a late bill - it should have been produced within six weeks  and another £30 for the delay in paying out the credit which should be refunded within ten working days of the final bill.

I will push for the late credit compensation but I cannot get any for the final bill.
'Final bills. You can get £30 from your old supplier if it fails to issue your final bill within six weeks. This only applies to tariffs taken out after 1 May 2020.'

Not quite; Symbio's wording is a tad unclear.

It's the date of the switch to the new provider that counts, not when the original Symbio tariff was taken out.  So if you'd stayed with Symbio and didn't leave until May 2020 you would be entitled to £30 compo for a late final bill.

That is how I've interpreted the Ofgem rule - that it applies to anyone who took out a new tariff after May 2020 and their previous supplier failed to produce the bill within six weeks but would not apply to anyone who swapped suppliers before May 2020.

ie as Gerry says, it doesn't matter when  you started with Symbio so long as you left them sometime after May 2020

HonestJohn

Gerry1 said:

HonestJohn said:

matelodave said:

HonestJohn said:

danielson81 said:

HonestJohn said:

Account closed, credit refunded and direct debit cancelled. Good luck to the rest of you. Now with Neon Reef.

Hi, I am in the same position, switched on 1st November, how long did it take to get your final bill? 

10 weeks for final bill. Then another 4 weeks for a credit refund.

did you push them for compensation. £30 for a late bill - it should have been produced within six weeks  and another £30 for the delay in paying out the credit which should be refunded within ten working days of the final bill.

I will push for the late credit compensation but I cannot get any for the final bill.
'Final bills. You can get £30 from your old supplier if it fails to issue your final bill within six weeks. This only applies to tariffs taken out after 1 May 2020.'

Not quite; Symbio's wording is a tad unclear.

It's the date of the switch to the new provider that counts, not when the original Symbio tariff was taken out.  So if you'd stayed with Symbio and didn't leave until May 2020 you would be entitled to £30 compo for a late final bill.

It is MSE wording

https://www.moneysavingexpert.com/utilities/you-switch-gas-electricity/#autocomp

Gerry1

Ofgem says that compo for late billing does not apply to switches that happened before 1 May 2020.  I don't think that MSE are intending to contradict this; they are using 'tariffs taken out before...' to denote 'switches completed before ...'.

However, it's a poor choice of words because the compo is paid by the former supplier.

matelodave

Interestingly, I sent a polite e-mail to Symbio yesterday, pointing out that as they were late in sending my credit back that not only did they owe me the credit but I would also be claiming the requisite compensation. Amazingly I got a reply this very morning telling be that my credit was winging it's way. However, no mention of the compensation

TBH I cant really be bothered to keep it going so I'll express my disappointment and then let it drop but it doesn't really solve the problem of their incompetence nor motivate them to get their house in order in the future.

carpy

matelodave said:

Interestingly, I sent a polite e-mail to Symbio yesterday, pointing out that as they were late in sending my credit back that not only did they owe me the credit but I would also be claiming the requisite compensation. Amazingly I got a reply this very morning telling be that my credit was winging it's way. However, no mention of the compensation

TBH I cant really be bothered to keep it going so I'll express my disappointment and then let it drop but it doesn't really solve the problem of their incompetence nor motivate them to get their house in order in the future.

they haven't replied to me......i sent one last week!!

matelodave

carpy said:

matelodave said:

Interestingly, I sent a polite e-mail to Symbio yesterday, pointing out that as they were late in sending my credit back that not only did they owe me the credit but I would also be claiming the requisite compensation. Amazingly I got a reply this very morning telling be that my credit was winging it's way. However, no mention of the compensation

TBH I cant really be bothered to keep it going so I'll express my disappointment and then let it drop but it doesn't really solve the problem of their incompetence nor motivate them to get their house in order in the future.

they haven't replied to me......i sent one last week!!

I will confess that my "polite" email was headed as a formal complaint and did suggest that by sending me my credit & compensation within a few days they would avoid a complaint to the ombudsman. 

Streaky_Bacon

I've recently posted this in a separate thread, regarding what seems to be a mismatch in the DDs taken, and the energy usage + standing charge that Symbio have actually billed for. Might be worth checking

https://forums.moneysavingexpert.com/discussion/6216677/symbio-energy-check-your-bills-vs-direct-debits

paulhgc

Swipe said:

Going bust at the end of the month then?

Still here at he end of November so is it all over for symbio soon ? 

carpy

well they still aren't replying to my emails...