Symbio Energy feedback

Ste_Photo

1jim said:

Ste_Photo said:

Mister_G said:

1jim said:

HI guys
hope you might be able to help- we had a SMETS2 meter fited about 2months ago via Symbio. Since then Symbio have been using estimated meter readings but recording these as 00000 on the bill. They dont appear to be using smart meter readings (or if they do they arnt in my meter reading section of customer portal)- I emailed and asked when they would start to use smartmeter readings 6 weeks ago and no reply, have also called but dont seem to be able to get through.

I tried to submit a meter reading manually but wont allow me to do that- intially returned an error that i needed to put in a  night time eading (we arent on a split tarif) and then it said reading couldnt be lower than last reading......

any thoughts? anyone else got experience of them changing to smartmeter readings?

Yes, I'm in the same situation.  SMETS2 meter fitted 30th June but still says "Not Commissioned".  I've tried emailing Symbio, but no response.  Like you, I'm unable to enter new readings due to them being lower than old meter.

I've now had two estimated bills that are more than double the amount actually used.  It is Symbio, so I'm not too surprised at that.  I've been with them sometime now, so am used to their "unique" billing.  I'm on a fix until Feb 22 at 12.6p, so not too worried at the moment.

Same for me too. SMETS2 meter fitted 27th August. The meter displays Symbio as the supplier and the tariff info is correct. 

I called them, amazed I got through, they said they couldn't read it remotely just yet and would keep trying but for now to submit manual readings. Of course I can't because the reading is lower than the previous one. They also said a final bill for the old meter would be produced...we'll see...

does yours say Symbio?
I cant see anywhere that has supplier listed but the display screen seems to have correct unit price (but not the standing charge)

my meter was fitted 14th July and estimated bills since (no final bill for old meter yet even though i did manage to submit a manual reading the morning of the meter swap) we have an electric car so want to make sure we are paying enough (although that doesnt sound like its a real risk reading these posts)

sent formal complaint to email address lastnight, no response so far....im not holding my breath but then onwards to ombudsman and add to their money woes

On my meter pressing 6 on the keypad displays the supplier as Symbio Energy, repeated pressing displays the unit rate and standing charge. The display unit doesn't show the standing charge, shows 0, but it is calculated correctly in the running costs. 

After I called them they sent an email, quote: 'Dear Customer,

Thank you for your time on the phone today.

As discussed, we understand that your query is now resolved.'

Clearly not resolved, just pleased I'm on a fixed DD

t0rt0ise

I've had a response to my complaint that the final bill includes an exit charge that they said would not be payable. Surprisingly they agree and say that they now owe me £28 pounds which they say they will pay within ten days. We will see. They say in the email that they will 'wave' (sic) the exit charge. Ah bless.

greenguppie

Swipe said:

I believe today is the final demand for the £450K which is a month late. Maybe them going under this week is the only way to get my final bill credit back.

Swipe said:

Naf said:

Can't wait for them to be shut down, as I'm fairly sure is on the horizon now.

I have a feeling they'll be gone by the end of the week if they are forced to pay the £450K FIT payment and can't. Nobody has been refunded for the last few weeks now. Numerous excuses have been offered such as changing banks and moving premises.

 

You appear to have conflated 2 issues here.

Symbio were advised of 2 orders by Ofgem on the 18th August 2021.

1. A Provisional Order requiring the payment of £450k
2. Notification of a Final Order, regarding information sought by Ofgem on Symbio's cash flow forecasts.

The fundamental difference between a Provisional Order and a Final Order, is that a Provisional Order is made without any finding of fault by the supplier.
A Final Order needs a notification issued in advance to allow the supplier to respond/challenge the intended order.

The Provisional Order was issued as the payment due, which was known to Symbio since February 2021, was due by 11th August 2021. An invoice was even issued 28 July 2021 demanding the payment and reminding Symbio of the due date.
Symbio had indicated this would not be paid until 3rd September 2021. i.e. late. Symbio have a history of late paying.

The Provisional Order is valid until 18th November 2021, unless confirmed or revoked earlier.
(I don't know if Symbio made the £450k payment on 3rd September 2021 as they promised they would.)


It was the notification period of the Final Order that expired yesterday. I don't know if Symbio provided the information that was being requested, but they had previously indicated they would not be complying. If they have not provided the information (or somehow managed to convince Ofgem it was not necessary to provide it), I would expect the Final Order to be issued forthwith.

greenguppie

Has anyone else seen this latest from the Symbio website ?

"Office in India

We do have our service centre in India. The staff are very well-spoken and highly trained and are wonderful people. We recognize this is not everyone's cup of tea, so we feel it is essential to let you know about it upfront, so you do not choose to switch to Symbio if you are uncomfortable with this. Part of bringing equality to the world is outsourcing, as this brings inward investment into a country. The UK manufacturers Japanese cars such as Nissan, for example. It is part of the world we live in, and Symbio passionately believes in this."

I'm not sure what Symbio are suggesting here. Are they simply saying they don't want any racist customers ? Symbio have previously accused Ofgem of being institutionally racist

As regards Nissan? I wasn't aware Nissan (officially) exported any cars manufactured in the UK to Japan. Whatever the case, I'm not sure any self respecting company would want to too closely try to align themselves with a company whos recent chairman and CEO is now an internationally wanted fugitive.

Swipe

greenguppie said:

Has anyone else seen this latest from the Symbio website ?

"Office in India

That is just hilarious. So they think customers are uncomfortable with their race rather than their appalling service and business practices?

niktheguru

Swipe said:

greenguppie said:

Has anyone else seen this latest from the Symbio website ?

"Office in India

That is just hilarious. So they think customers are uncomfortable with their race rather than their appalling service and business practices?

You'll be surprised by the number of people who "hate foreign call centres", or say "i could barely understand what they were saying".....I've always find the symbio staff pleasant and courteous, though depending on their competence (some are competent, some dont seem like they've had enough training) it can be a pleasant or a completely infuriating experience!

t0rt0ise

t0rt0ise said:

I've had a response to my complaint that the final bill includes an exit charge that they said would not be payable. Surprisingly they agree and say that they now owe me £28 pounds which they say they will pay within ten days. We will see. They say in the email that they will 'wave' (sic) the exit charge. Ah bless.

Oh my, that was quick. The money hit my bank today.  There is hope for others.

Sillychuckie

I switched away from Symbio a few months ago.
They treated me pretty badly I feel, blocking my switch, stating that my account had a balance on it (impossible to avoid really). They demanded I paid 2 months worth of credit to cover any potential future bills, and would then approve the switch - so I did.
The switch took 4 weeks, and of course, my final bill shows them owing me about £100. It didn't include any exit fee.

I've just had my 3rd monthly bill from the new supplier, but no refund of my £100 from Symbio.
For the first 2 months, they said they had a system issue preventing refunds.
Last month, they said it was because I had cancelled my direct debit after a few months.
I gave them a sort code and account number for them to make the payment directly, but I'm still waiting.

I have raised a case with 'Resolver'.

SC

t0rt0ise

Sillychuckie said:

I switched away from Symbio a few months ago.
They treated me pretty badly I feel, blocking my switch, stating that my account had a balance on it (impossible to avoid really). They demanded I paid 2 months worth of credit to cover any potential future bills, and would then approve the switch - so I did.
The switch took 4 weeks, and of course, my final bill shows them owing me about £100. It didn't include any exit fee.

I've just had my 3rd monthly bill from the new supplier, but no refund of my £100 from Symbio.
For the first 2 months, they said they had a system issue preventing refunds.
Last month, they said it was because I had cancelled my direct debit after a few months.
I gave them a sort code and account number for them to make the payment directly, but I'm still waiting.

I have raised a case with 'Resolver'.

SC

I cancelled my DD as soon as I started the leaving process. They paid my credit into my bank account anyway so what they are saying is all rubbish. 

Swipe

Still waiting on my refund too 5 weeks after my final bill and numerous promises that it will be paid.