Symbio Energy feedback

c1995

Swipe said:

My house sale completes on Tuesday and I'm leaving these clowns. I called up and they want me to email them the buyers names and email address. What a load of rubbish. All they need is my final meter reading and a photo. It's up to the buyers to register with them, not my issue.

Same here, its a joke. I've just moved out of a rental and they've said the same to me - I gave them my ex Landlord's details but as you say a final meter reading and photo and final bill sent should be the process

niktheguru

c1995 said:

Swipe said:

My house sale completes on Tuesday and I'm leaving these clowns. I called up and they want me to email them the buyers names and email address. What a load of rubbish. All they need is my final meter reading and a photo. It's up to the buyers to register with them, not my issue.

Same here, its a joke. I've just moved out of a rental and they've said the same to me - I gave them my ex Landlord's details but as you say a final meter reading and photo and final bill sent should be the process

Just be firm with them over the phone (but not rude) that you have no idea or interest who the next tenants are and that you are informing them you are moving out so you can get your final bill.

If you face trouble i've found emailing their "quality assurance team" the more helpful and responsive. The email is in your bills.

shinytop

niktheguru said:

shinytop said:

I called and they will not reduce the dd.  So I can either pay the dd, switch and wait for them to return the excess (it will be several £00s).  Or I can cancel the dd, switch and wait for them to return the smaller excess (there will still be one).  Is there any danger they could make things difficult for me to switch if I cancel the dd, even though I'll still be in credit?  I'm not desperate for the cash, just want things to go smoothly.  Any thoughts?

If you are massively in credit and considering switching out you should definitely cancel your direct debit before the next "payment" goes through. They can't really complain because there is plenty of credit in your account to pay the next bill and they can't block your switch as your account is in massive excess. It may take some time for your credit to be paid back, according to some posters on here, so it's better not to make it too high.

Ideally you should have been proactive earlier and got them  to reduce your direct debit amounts when you saw your credit was going into the hundreds. Their automatic response is always no, but if you insist and state how much credit is on your account they will do it.

Good luck

So the numbers are, based on opening (20/06/20) and current (today) meter reads:

Used - £1710
Billed - £2050
Credit - £340

If I'd stayed with them they wanted (because their new billing method) another £172 advance payment for August and they refused to reduce it.  I'd probably use c. £40 worth for the whole of August.  I explained this and that my usage had changed (ASHP replaced NSH) but not interested. I get that this is partly self-inflicted but it's not great. 

Anyway, my switch to Neon Reef is underway.  A lot more expensive but the cheapest fix I could find and cheaper than the best Symbio would give me. Fingers crossed it goes smoothly. 

CRISPIANNE3

For the last two months I have been trying to send a picture of my meter read but keep getting logged out when I go to submit. I thought the issue was with my Apple iPhone but tried my partners and still the same issue. Never had an issue before but has anyone else found a problem using the named phone. 

cannugec5

CRISPIANNE3 said:

For the last two months I have been trying to send a picture of my meter read but keep getting logged out when I go to submit. I thought the issue was with my Apple iPhone but tried my partners and still the same issue. Never had an issue before but has anyone else found a problem using the named phone. 

Yes, I had the same problem yesterday. Booted off numerous times. Then I used the website instead. That worked fine. 

SPOWER

Just received an email from them as follows.....

We trust that this email finds you well.

We would like to thank you for being our valued customer. It has been a pleasure serving you throughout your contract.

Symbio Energy has been the LOWEST PRICED Electricity Provider for two years consistently including renewals for all regions. We have saved an Estimated £50,000,0000 for UK customers when compared to the Standard Variable Tariffs offered by the Big 6 energy companies in the UK.

Explanation for of our Standard Renewal Tariff details:

As per the market standard please find the Variable Renewal tariff details below:

Electricity Tariff Details:

Meter Type: Single Rate

Your new tariff plan is:	Fair and Green Standard Renewal C2
Tariff Type:	Variable
Standard Unit Rate:	19.415 p per kWh
Standing Charges:	26.000 p per day
Tariff Effective From:	01 September 2021
Price Guaranteed Until:	Not Applicable
Exit Fees:	Not Applicable

SPOWER

So they are changing me from 11p unit rate to 19p and 9p standing charge to 26p and I've only been with them for 2 months.  Off the another company I think.

niktheguru

SPOWER said:

So they are changing me from 11p unit rate to 19p and 9p standing charge to 26p and I've only been with them for 2 months.  Off the another company I think.

Did you sign up to a variable rate tariff originally or a fixed rate tariff?
If you signed up to fixed, you can contact them and show them the end date of the tariff is 1yr or 13 months away, and that they cant put you on a new variable rate.

If you took out a variable rate, then yep, you'll have to move. 

SPOWER

Hi.  Yes I switched to a variable.  I just done a check and Symbio are offering cheaper tariffs to what they are moving me to.  I don't understand that.  Looks like I will be going back to Neon Reef.  I'll quote the rest of the email after this message.  Too much for me to take in today.

SPOWER

Billing Methodology:

As part of the new contract, you will be moved into Symbio Energy’s new billing system.

The Changes – Important – Please read carefully and review our attached Terms and Conditions and FAQs attached

Unlike most other UK energy companies, we will simply charge a standard monthly amount which will vary twice a year. We will collect less from April to September and slightly more from October to March, to more align the payments to expected consumption. The new system has calculated the ‘Amount on Account’ which we will take from your Direct Debit.

This is NOT, your billed amount.

Your bill is only ever the amount of electricity you have consumed and the standing charge (except in certain circumstances).

Any credit balances or monies held in excess of your expected monthly bill will attract 5% annual interest from Symbio Energy. In line with Ofgem’s best practice guidelines and unlike our competitors, we will not allow any excess amount on your account to exceed 15% of your annual bill and will automatically refund any excess at the end of your contract period.

Please note that if during the year, the credit balance exceeds 15% we will automatically refund the monies into your account. We will review the impact of Covid 19 and other energy consumption factors and we will seek to bring this amount down to 10% within 6 months and certainly with 12 months once the changes in the market have stabilized.

Therefore, at the beginning of September 2021, you will not receive an advance bill but monies on account for forthcoming month that will be collected. Then at the end of September 2021, you will receive your bill which will be deducted off the monies on account. Any difference between the monies on account and billed amount will be deemed a surplus and will attract 5% compound interest.

What if I can’t afford the changes

We understand that times are tough, and many customers may find the new billing system inconvenient. In that case, please call our customer service number, and whilst you will be on the new system, the amount of money collected will be measured to meet your means.

What happens if I need to change the amount of Direct Debit Collected?

You may contact us at any time on the number below and we can work with you to set an amount which is affordable to you. The amount collected will be set to an amount that does not leave a large debt to you at the end of the contract or a large surplus for Symbio Energy. The monies will still be collected in advance, but a lower amount agreed with yourself.

If you have missed the deadline:

In case you miss the given deadline for the renewal, you shall automatically be placed on the above Loyalty tariff plan given. Should you like to change or amend your plan, you can initiate the same before the 1st week of September 2021.

Thank you for choosing Symbio Energy but before you switch, please take a few moments to read the following points. Symbio wishes to give the best possible service at the lowest possible cost. You want your energy at the Lowest Price with the Lowest Hassle. Part of this process is a simple understanding of certain terms.

Monies on Account –These are monies collected to hold on the account to pay for your energy when the bill is issued. The monies on account will invariably be slightly more than your actual billed amount to allow for the peaks and troughs of consumption. Any amount over your billed amount will attract 5% annual interest and in the event that the company is holding more than 15% of your annual bill, it will be automatically refunded. 5% interest is on average 30 times more than the average current account interest.Monies on the account have no reference to your actual bill but is an amount held to cover your expected monthly bills over the year.

• Estimated Bills – Estimated bills are calculated using numerous data points including Estimated Annual Consumption estimates provided by a national database, market conditions, changes in consumption, weather, and season.Estimated bills are not your actual reconciled bills. They are estimates and as with any estimate, there are customers who are under-estimated and customers who are over-estimated. The optimal way to get accurate bills is to submit regular meter reads OR obtain a free smart meter from Symbio.
• Actual Bills – These are bills that are reconciled between the estimated bills and the actual bills where a validated meter reading is provided. Please note, that an energy bill includes the main price per unit of electricity used, as well as a standing charge for meter leasing and other energy-related infrastructure. Hence you can only be charged for the number of units you have actually consumed. Nothing more, nothing less.

Other than that, welcome to Symbio and start thinking of ways you can spend all the savings you will make immediately.

If you wish to speak to our representatives kindly email us at customerservices@symbioenergy.co.uk Or Call us 0333 050 9372. We are here to assist you from: Monday to Friday, between 09:00 am to 06:00 pm and Saturdays between 09:00 am to 03:00 pm.

The above Renewals Tariff does not apply to Customers who wish to Switch Suppliers before the New Renewals Tariff Effective Date : 01 September 2021 .

**.. Promotional tariffs are sometimes referred to as loss leaders. They lose the supplier money but it is hoped customers will stay around. Renewal prices are for loyal customers and are invariably higher. Symbio’s renewal prices are the lowest in the UK. Guaranteed