Symbio Energy feedback

bubieyehyeh

devondiver said:

thelight said:

devondiver said

Here's hoping your right. But the multiple posts about unilateral changes to higher tariffs, persistently ignoring actual meter readings, obfuscation regarding 'smart' meters, threats and numerous other blatantly dishonest practices do not bode well.

I'm still waiting for my Ofgem stipulated 'compensation' 6 months on from my official complaint and following the Ombudsman process to the letter.

So for all those customers who think the ombudsman will sort everything out - be prepared for a very long wait, probably ending in disappointment when Symbio ultimately folds. 

What has the Ombudsman had to say about them not paying?

The Ombudsman Services (OS) decision was announced 22nd April. Symbio had until 30th May to pay the £60 statutory compensation.

On 29th May I received notification from OS entitled  "Resolution Implemented" and stating that "The company [Symbio] has confirmed that it has implemented all resolutions required on the case".

I enquired of OS what this is supposed to mean and informing that I had heard nothing from Symbio. I enquired what remedies were available if Symbio "continue to treat the regulators, as well as their customers, with contempt".

OS have replied that "our remedy implementation team" have been informed but did not mention possible further action.

I'm not holding my breath.  

My ombudsman deadline was a few days before yours, the day before the deadline I received my "apology" email (as required by ombudsman). In the email it said they would credit the compensation to my account as required by the ombudsman within 7-10 working days! I went to the ombudsman website to complain the resolution was not implement since I had not received the compensation, but from the message on the website it looks like there is 14 day period after the deadline for resolutions to be completed to allow for postage and stuff, but it not clear if that applies to everything. So I will wait for the 10 working days.  Amusingly the apology letter reads as if I'm still a customer, so when they say credit to my account I hope they mean bank account and not my symbio account.

Tallerdave

This month's estimate is almost 90% over what I will actually use.  Partly due to the fact that they've ramped my EAC up to 5600kWh, just 3 months after they set it to 4700kWh following a 4 month battle.

I've logged another complaint with them and provided a chart of my rolling annual consumption - asking them to set EAC to 4300kWh!

gt94sss2

ywlgy said:

Got another change of variable tariff reminder today and Symbio sneakily did not include the link to select other tariffs than the 'recommended' rip-off tariff. Luckily the link in previous reminder still works.

Did you get an email confirmation of the change?
I've done the same but no email..

bluecarlady

I have not got an email either confirming my change of tarriff but I did PRINT a PDF of the screens which showed my confirmation

realshannon

so, I have very recently switched to Symbio.  My monthly payment should be around £75 pm.  Just before I was about to go into hospital, they messaged and said the direct debit would be taken at £111 pm.  I messaged back and told them - as above - n othing.  they took the inflated amount.  Despite being very poorly, I have emailed several times, opened a case with Resolver but no response.  It appears now that I may have been moved to a variable product instead of fixed.  I tried paying manually as I decided to cancel the direct debit after the 1st big payment, but couldnt do a manual payment.  After their non response, I decided to aid my recovery, I would reinstate the dd as they asked but it wouldnt allow me to.  so, what do I do now please?  any useful thoughts appreciated.  I have thought, while other products are still competitive, I may just switch again and argue the fees and overpayment after but am hesitating. 

Hasbeen

realshannon said:

so, I have very recently switched to Symbio.  My monthly payment should be around £75 pm.  Just before I was about to go into hospital, they messaged and said the direct debit would be taken at £111 pm.  I messaged back and told them - as above - n othing.  they took the inflated amount.  Despite being very poorly, I have emailed several times, opened a case with Resolver but no response.  It appears now that I may have been moved to a variable product instead of fixed.  I tried paying manually as I decided to cancel the direct debit after the 1st big payment, but couldnt do a manual payment.  After their non response, I decided to aid my recovery, I would reinstate the dd as they asked but it wouldnt allow me to.  so, what do I do now please?  any useful thoughts appreciated.  I have thought, while other products are still competitive, I may just switch again and argue the fees and overpayment after but am hesitating. 

Someone more knowledgeable will be along shortly.
Where you on a fixed DD?
In cancelling the DD you perhaps broke the fixed contract and they have put you on variable.
You will not be able to switch until you pay what is owed. And they are hopeless at that stopping switching for an imaginary £?
Symbio's billing system and estimated usage it err "different" but it usually evens up for me anyway.

ywlgy

gt94sss2 said:

ywlgy said:

Got another change of variable tariff reminder today and Symbio sneakily did not include the link to select other tariffs than the 'recommended' rip-off tariff. Luckily the link in previous reminder still works.

Did you get an email confirmation of the change?
I've done the same but no email..

Yes, I received the email immediately. 

devondiver

realshannon said:

so, I have very recently switched to Symbio.  My monthly payment should be around £75 pm.  Just before I was about to go into hospital, they messaged and said the direct debit would be taken at £111 pm.  I messaged back and told them - as above - n othing.  they took the inflated amount.  Despite being very poorly, I have emailed several times, opened a case with Resolver but no response.  It appears now that I may have been moved to a variable product instead of fixed.  I tried paying manually as I decided to cancel the direct debit after the 1st big payment, but couldnt do a manual payment.  After their non response, I decided to aid my recovery, I would reinstate the dd as they asked but it wouldnt allow me to.  so, what do I do now please?  any useful thoughts appreciated.  I have thought, while other products are still competitive, I may just switch again and argue the fees and overpayment after but am hesitating. 

If you are having trouble finding Symbio's bank details in order to pay them only what you know is due they are available here: 

https://zipzero.zendesk.com/hc/en-gb/articles/360006577977-Symbio-Energy-Limited

- as taken from p213 of this forum thread. This worked fine for me and others. Hope this helps. 

devondiver

bubieyehyeh said:

devondiver said:

thelight said:

devondiver said

Here's hoping your right. But the multiple posts about unilateral changes to higher tariffs, persistently ignoring actual meter readings, obfuscation regarding 'smart' meters, threats and numerous other blatantly dishonest practices do not bode well.

I'm still waiting for my Ofgem stipulated 'compensation' 6 months on from my official complaint and following the Ombudsman process to the letter.

So for all those customers who think the ombudsman will sort everything out - be prepared for a very long wait, probably ending in disappointment when Symbio ultimately folds. 

What has the Ombudsman had to say about them not paying?

The Ombudsman Services (OS) decision was announced 22nd April. Symbio had until 30th May to pay the £60 statutory compensation.

On 29th May I received notification from OS entitled  "Resolution Implemented" and stating that "The company [Symbio] has confirmed that it has implemented all resolutions required on the case".

I enquired of OS what this is supposed to mean and informing that I had heard nothing from Symbio. I enquired what remedies were available if Symbio "continue to treat the regulators, as well as their customers, with contempt".

OS have replied that "our remedy implementation team" have been informed but did not mention possible further action.

I'm not holding my breath.  

My ombudsman deadline was a few days before yours, the day before the deadline I received my "apology" email (as required by ombudsman). In the email it said they would credit the compensation to my account as required by the ombudsman within 7-10 working days! I went to the ombudsman website to complain the resolution was not implement since I had not received the compensation, but from the message on the website it looks like there is 14 day period after the deadline for resolutions to be completed to allow for postage and stuff, but it not clear if that applies to everything. So I will wait for the 10 working days.  Amusingly the apology letter reads as if I'm still a customer, so when they say credit to my account I hope they mean bank account and not my symbio account.

Exactly the same for me - except that their grovelling apology email was buried in my spam box!  So - sorry Symbio, for casting aspersions regarding your apology-letter-writing-timing (but nothing else!).

Their paragraph: -

"As per the Ombudsman Decision a compensation amount of £30 + £30 has been added to your account as a goodwill gesture has been processed. The refund will be received with next 7 -10 working days. [all sic.]"

- despite the garbled grammar (better than my Hindi though, I suppose) I interpret as: a) - the £60 has already been added to my Symbio account (which, according to their portal still exists after 6 months inactive but reports an error if I try to open it); and b) - the spondoolies will be refunded to my bank account (the details of which they presumably still hold) in two weeks time. 

Or does it? 🤔

Mr_K

ywlgy said:

Got another change of variable tariff reminder today and Symbio sneakily did not include the link to select other tariffs than the 'recommended' rip-off tariff. Luckily the link in previous reminder still works.
The variable tariff continues to rise but it is still the cheapest across the market.

Great spot about the previous link working. It was either utterly incompetent or incredibly devious not to include the link in the renewal mail. And why do they always say 'Reminder' your tariff is ending, as if we'd been told about it before !.  Savvy customers who switch (which is why they are with Symbio), won't stand for a 50% increase and it will lose them punters. 
I've gone for a fixed rate this time given the forecast rises, plus tired of going through this rigmarole/game every couple of months. Not that I expect Symbio to be around 12 months time....
They are cheap but crap, cheaps more important  to me