Symbio Energy feedback

Swipe

c1995 said:

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

Well I received my final bill 1.5 weeks after moving out and received my £70 of credit a couple of days letter. Not too bad really! 

In the middle of this at the beginning of August they had sent me a bill for August and said the direct debit would be taken. However I called to ask and they said to cancel the DD as I had moved out.

That's not too bad at all.  I finally got through to them, they said 3 weeks for the final bill and they also said it would be ok to cancel the direct debit as you know for sure that they'd carry on taking it after you've left.

Swipe

Just had my final bill and, after the exit fee of £30, I'm £55 in credit. Hopefully, that will show up in my bank account in a couple of days.

Reed_Richards

Swipe said:

...after the exit fee of £30....

So they didn't waive this fee as they had promised when trying to introduce a new billing system? 

Swipe

Reed_Richards said:

Swipe said:

...after the exit fee of £30....

So they didn't waive this fee as they had promised when trying to introduce a new billing system? 

The new billing system was postponed last minute but I doubt selling a house and moving out would have fallen under that criteria anyway as they insisted on the names of the new owners before they would issue a final bill.

Reed_Richards

I think the new billing system was postponed for existing customers, I had the impression that new customers get signed-up for it.  But either way, I don't recall that Symbio ever formally withdrew their offer of a penalty-free departure.  

t0rt0ise

I started the process of leaving penalty free and have had my final bill. As expected they have charged the exit fee. I have reminded them about their promise and said that I want to avoid going to the ombudsman because it will cost me time and them money. Now waiting for a response!

slimbuck

Reed_Richards said:

I think the new billing system was postponed for existing customers, I had the impression that new customers get signed-up for it.  But either way, I don't recall that Symbio ever formally withdrew their offer of a penalty-free departure.  

I maybe wrong but I think the email notification of the offer of waiving early exit fees included a 4 week time limit?

ploddo

ploddo said:

My contract with Symbio ends this month. I’m currently paying just over 12p kWh day rate and just under 8p night use. 23.33 per day s/c. All plus vat. I use 9500 kWh pa. we don’t have gas. Symbio have offered me a loyalty tariff which is a variable tariff. 17.876 both day and night plus 20p S/c. Total cost £1771 pa. that’s a rise of roughly £550. The only tariff I have found to swap to that is less than that is another Symbio one but it would seem I am not allowed that. If I log in to symbio to see what’s available to me there are only 2 tariffs, the one above and a more expensive one. Yet if I search as a new customer there are a lot more, including one that works out at less than £1500! (Incl vat)

Reply today via email:

With regards to your query we would like to inform you this is the best compatible tariff offered. The tariffs advertised on the main website are promotional tariffs which are available to new customers customers only. Previously we used to offer you the option to choose a cheaper tariff, however we have changed our policies and can only offer you renewal variable tariffs. However If you find any cheaper tariff in the market you can switch supplier.

They don’t seem to want loyal customers!

Reed_Richards

ploddo said:

They don’t seem to want loyal customers!

Well they do want loyal customers which is why they offer promotional tariffs!  They hope to attract customers in with a promotional tariff and then keep them because.....well what they don't seem to have grasped is that it may take more than a promotional tariff to achieve customer loyalty.  

BUFF

Reed_Richards said:

..well what they don't seem to have grasped is that it may take more than a promotional tariff to achieve customer loyalty.  

or that the very people that respond to promotional tariffs are also those that are more likely to move away to a promotional tariff from another supplier if Symbio don't remain competitive at renewal.