Symbio Energy feedback

beefturnmail

Reed_Richards said:

niktheguru said:
Are you sure you don’t mean your account is in debit, you’re implying here they’ve taken less money from you than the energy you’ve actually used, right? (Meaning if it carry’s on you will be owing them money to settle your bill)

Right, so if my account with Symbio is in debit that means I am in credit, which is what I wrote.  I hadn't realised that was so hard to understand.

If you owe them money i.e. the amount you've paid is less than the amount you've used I'm not surprised you're happy!  It's those of us for whom the reverse is true who are not.  

For both estimates for March and April, Symbio have estimated my usage to be 30% higher than my peak winter usage during December/January.  Yes it's reconciled at the end of each month so long as I remember to supply a meter reading precisely on the last day, but then I am lending them money each month and why should I, when this is not what I signed up to and they know their estimates are too high based on actual readings I've supplied? 

I've just cancelled the dd with them (which is actually in accordance with their t&c, since I have been disputing their billing for over a month and they are refusing to either resolve, or issue a deadlock so I can go to the ombudsman).  I will make my own estimate of what I think I will use in April and pay that via card.

ManGoonian

So I found this thread thanks a helpful soul who wasnt at all arsey about it...

Anyway I've had similar issues with Symbio since joining in late December. And despite sending meter readings AND photo of said neter my DD keeps rising.

I've also noticed that on the App part from the 1st month, the payments are classed as "unpaid" and I've checked with my bank and theyve confirmed payments have been taken 4 times since January 4th, including TWO on Feb 1st.

Obviously I've contacted Symbio, no response from them... 


They're just awful providers. 

Swipe

ManGoonian said:

So I found this thread thanks a helpful soul who wasnt at all arsey about it...

Anyway I've had similar issues with Symbio since joining in late December. And despite sending meter readings AND photo of said neter my DD keeps rising.

I've also noticed that on the App part from the 1st month, the payments are classed as "unpaid" and I've checked with my bank and theyve confirmed payments have been taken 4 times since January 4th, including TWO on Feb 1st.

Obviously I've contacted Symbio, no response from them... 


They're just awful providers. 

Change to monthly fixed DD then you can just sit back and enjoy the wild estimates

ManGoonian

Swipe

You mean a Standing Order? I've asked for it to be fixed now, after all this palaver! 

niktheguru

ManGoonian said:

Swipe

You mean a Standing Order? I've asked for it to be fixed now, after all this palaver! 

No, a fixed direct debit. They will take the same amount each month, rather than vary it each month depending on your bill amount. You agree an amount for them to take and they'll do it. Best to call them and discuss this. Email isn't always the most efficient as sometimes they just respond, and then other times they will only answer one question from your email and ignore the rest.

CRISPIANNE3

Swipe said:

ManGoonian said:

So I found this thread thanks a helpful soul who wasnt at all arsey about it...

Anyway I've had similar issues with Symbio since joining in late December. And despite sending meter readings AND photo of said neter my DD keeps rising.

I've also noticed that on the App part from the 1st month, the payments are classed as "unpaid" and I've checked with my bank and theyve confirmed payments have been taken 4 times since January 4th, including TWO on Feb 1st.

Obviously I've contacted Symbio, no response from them... 


They're just awful providers. 

Change to monthly fixed DD then you can just sit back and enjoy the wild estimates

I had thought of doing that but I am concerned they will get even more confused. At the most I am paying about £25 a month more than I should. 

niktheguru

CRISPIANNE3 said:

Swipe said:

Change to monthly fixed DD then you can just sit back and enjoy the wild estimates

I had thought of doing that but I am concerned they will get even more confused. At the most I am paying about £25 a month more than I should. 

Fixed direct debits with symbio are the best way. Just make sure you agree a low one to start with. Then they tend to review these every 3 months and amend them to cover any short fall on your account. A far better system for me. I received an email saying they were going to increase my DD for 3 months with the value, which I was happy with as I kept an eye on my balance......doing it this way left me in a small negative balance on switching away last month. Much better than them just taking whatever they want and leaving you out of pocket!

rp1974

Hello niktheguru,hope you dont mind me asking,how did your switch go?.
Given the oft quoted Symbio switching horror story thought I'd ask before thinking of jumping ship myself.

niktheguru

rp1974 said:

Hello niktheguru,hope you dont mind me asking,how did your switch go?.
Given the oft quoted Symbio switching horror story thought I'd ask before thinking of jumping ship myself.

Yes of course you can ask!
Other than the initial teething problem of it being blocked the first time as my account was in debit due to their advanced billing system overestimating my usage, after calling them and bombarding them with all the facts and refusing to pay what they thought the balance was they agreed to unblock my account. I then contacted octopus (who i was switching to) and they reinitiated the switch and it seems to have gone through fine.
I have not received a reply to the email i sent following their reminder for a closing meter reading (where i gave a breakdown of how much i calculated i owe them (about £2)) but that is now in their court to chase following giving me a final bill. I wont chase that any further.

I'm yet to see what "final reading" they will agree with the ambiguous third party and octopus, but frankly i'm not too fussed, if they want to take a higher reading i'm fine with that and will pay the balance, as its cheaper than my current unit rate!

As far as octopus are concerned they've said they are now my elec provider, and symbio confirmed the leaving date and asked for a closing reading with photographic evidence (not very trusting are they! :-p)

So, if switching away, if your account is in credit you wont have any problems. If its in slight debit it may be blocked, but just have all the figures at the tip of your tongue and CALL them, speak to someone who knows what they are doing and get it unblocked. Then its fine.

Overall their customer service is certainly a lot of hard work, but I was pleased with them for the year that I was with them, as I had the cheapest energy. Now their rates are a bit higher and there isn't much difference between them and the rest, it may be a more difficult decision on whether it is worth staying with them with all the associated agro/entertainment of their billing systems and such like. Hope that helps.

rp1974

Thanks,so much,really appreciated.
Curiously I'm wondering if the fact I was under paying them for 14 months might return to haunt me,I sent emails and photos three times over those 14 months,which they disregarded.
Should've left it alone I know,I couldn't though on principle,eventually decided I CBA chasing it anymore and left it be.
Outwith that yes,If I left sending a photo would be a must,thats a given with them.