Symbio Energy feedback

[Deleted User]

tghe-retford said:

A question regarding meter readings and SMETS2 meters. My SMETS1 meter had to be replaced with a SMETS2 one (the gas one also needs to be replaced tomorrow for another reason by Zog, lucky me, two meter replacements in a month!). Symbio is being displayed on the meter as the current supplier but my list of meter readings on the website show nothing from the smart meter, only my former submitted manual readings. I also note that the text field to submit the readings manually is stuck at one digit. I have been submitting meter readings on the last day of the month and taking photographs as recommended. Will having switched to SMETS2 do this and will they be receiving meter reads? Because the last thing I want is estimated reads on the next bill.

I have taken a picture of the meter reading tonight as a precaution.

Only one supplier has access to your meter. If the meter is showing Symbio as the present supplier then it means one of two things: one, Symbio is still the designated supplier or, two, the new supplier has not sent out its security certificate to the meter. Without the latter, the supplier cannot change the tariff information or pull any smart meter readings.

niktheguru

Swipe said:

Symbio getting absolutely roasted on trustpilot. It's seems I'm not the only one who is struggling to get their post final bill credit refunded. I guess I may as well kiss goodbye to my £85 credit and just get on with my life.

Just a tad melodramatic!
Email the quality assurance email address on your bill. State that your final bill from 9th august was £___ in credit and you are owed that amount. Say you've been very patient but its now been nearly 1 month. You are owed £30 extra compensation as they haven't returned your debit balance within 10 days of final bill. If they do not credit you with the amount owed you will be proceeding to take them to the ombudsman. Tell them you wish to avoid having to do this, if they pay you the credit balance + compo owed to you. Ensure the complaint goes in ASAP.

Then after 8 weeks write all this and give evidence of final bill and complaint email on an ombudsman application. It takes 5 minutes to do. If symbio haven't paid you by then, they will def contact you and pay you asap to close the ombudsman complaint.

Your money isn't lost, it will come back to you. Just needs 5 minutes of effort. good luck.

Swipe

niktheguru said:

Swipe said:

Symbio getting absolutely roasted on trustpilot. It's seems I'm not the only one who is struggling to get their post final bill credit refunded. I guess I may as well kiss goodbye to my £85 credit and just get on with my life.

Just a tad melodramatic!
Email the quality assurance email address on your bill. State that your final bill from 9th august was £___ in credit and you are owed that amount. Say you've been very patient but its now been nearly 1 month. You are owed £30 extra compensation as they haven't returned your debit balance within 10 days of final bill. If they do not credit you with the amount owed you will be proceeding to take them to the ombudsman. Tell them you wish to avoid having to do this, if they pay you the credit balance + compo owed to you. Ensure the complaint goes in ASAP.

Then after 8 weeks write all this and give evidence of final bill and complaint email on an ombudsman application. It takes 5 minutes to do. If symbio haven't paid you by then, they will def contact you and pay you asap to close the ombudsman complaint.

Your money isn't lost, it will come back to you. Just needs 5 minutes of effort. good luck.

That's already been done and completely ignored.

gt94sss2

If Symbio don't pay the initial £30 compensation for the delayed refund within 10 days, I believe you are entitled to a second £30 payment.

https://www.ofgem.gov.uk/publications/customers-entitled-automatic-compensation-switching-problems-1-may

niktheguru

Swipe said:

niktheguru said:

Swipe said:

Symbio getting absolutely roasted on trustpilot. It's seems I'm not the only one who is struggling to get their post final bill credit refunded. I guess I may as well kiss goodbye to my £85 credit and just get on with my life.

Just a tad melodramatic!
Email the quality assurance email address on your bill. State that your final bill from 9th august was £___ in credit and you are owed that amount. Say you've been very patient but its now been nearly 1 month. You are owed £30 extra compensation as they haven't returned your debit balance within 10 days of final bill. If they do not credit you with the amount owed you will be proceeding to take them to the ombudsman. Tell them you wish to avoid having to do this, if they pay you the credit balance + compo owed to you. Ensure the complaint goes in ASAP.

Then after 8 weeks write all this and give evidence of final bill and complaint email on an ombudsman application. It takes 5 minutes to do. If symbio haven't paid you by then, they will def contact you and pay you asap to close the ombudsman complaint.

Your money isn't lost, it will come back to you. Just needs 5 minutes of effort. good luck.

That's already been done and completely ignored.

So then put a marker in your diary for 8 weeks from the emailed complaint.....it will get resolved as soon as the ombudsman complaint goes in. Hardly ideal I know, but it will get sorted.

CRISPIANNE3

CRISPIANNE3 said:

I hate admit it but I am now very impressed with Symbio. I sent them an email yesterday regarding their estimates and asked them to review them. To my amazement they reviewed my account and have reduced by 900KW per annum.  Still higher than my usage but a lot closer. Well done!

UPDATE.

Well that didn't last long. Just received my bill and they have increased my eac by 1000 units. Also they estimated I will use 650 units for September. I checked the corresponding period for last year and only used 307 units. Also this August the estimate was 595 against an actual usage of 257 units.

You just cannot believe a word these guys say.  It is so wrong they treat their customers this way. 

tghe-retford

Swipe said:

tghe-retford said:

Because the last thing I want is estimated reads on the next bill.

I have taken a picture of the meter reading tonight as a precaution.

Personally, I'd continue to submit the readings manually until you see a smart meter reading on your bill and, by the way, they pay no attention to the uploaded photos.

Impossible, the form only accepts a one digit meter reading since the meter was replaced and will error if I enter more than one digit. I was wondering if that is normal behaviour for SMETS2 meter customers as that was not the case with the old SMETS1 one. But I would have thought after a few weeks that something would show, but alas, only my old manual readings are showing.

tghe-retford

[Deleted User] said:

tghe-retford said:

A question regarding meter readings and SMETS2 meters. My SMETS1 meter had to be replaced with a SMETS2 one (the gas one also needs to be replaced tomorrow for another reason by Zog, lucky me, two meter replacements in a month!). Symbio is being displayed on the meter as the current supplier but my list of meter readings on the website show nothing from the smart meter, only my former submitted manual readings. I also note that the text field to submit the readings manually is stuck at one digit. I have been submitting meter readings on the last day of the month and taking photographs as recommended. Will having switched to SMETS2 do this and will they be receiving meter reads? Because the last thing I want is estimated reads on the next bill.

I have taken a picture of the meter reading tonight as a precaution.

Only one supplier has access to your meter. If the meter is showing Symbio as the present supplier then it means one of two things: one, Symbio is still the designated supplier or, two, the new supplier has not sent out its security certificate to the meter. Without the latter, the supplier cannot change the tariff information or pull any smart meter readings.

The tariff information appears correct on the new meter and corresponds to what I signed up to. But alas, as I mentioned, no sign of any meter reads on my account since my last manual read.

Gerry1

tghe-retford said:

Swipe said:

tghe-retford said:

Because the last thing I want is estimated reads on the next bill.

I have taken a picture of the meter reading tonight as a precaution.

Personally, I'd continue to submit the readings manually until you see a smart meter reading on your bill and, by the way, they pay no attention to the uploaded photos.

Impossible, the form only accepts a one digit meter reading since the meter was replaced and will error if I enter more than one digit.

Sounds like a PC settings problem?  Try a different browser and / or relaxing the settings for cookies, tracking,  ad blocker etc.

wwally

CRISPIANNE3 said:

UPDATE.

Well that didn't last long. Just received my bill and they have increased my eac by 1000 units. Also they estimated I will use 650 units for September. I checked the corresponding period for last year and only used 307 units. Also this August the estimate was 595 against an actual usage of 257 units.

You just cannot believe a word these guys say.  It is so wrong they treat their customers this way. 

Just had my September advance bill. I think for the first time they have estimated consumption in the new month to be more than double the actual in the previous month. (Which itself was completely normal) Not worth chasing as it remains a credit for October, but people need to know this is how they operate.