Symbio Energy feedback

drsquirrel

Really annoyed they took another DD of £180 (my usage is <£100) when I was already £150 in credit. 10 weeks later still nothing.

Sillychuckie

But it says:
"What if your supplier goes bust".

They are not my supplier!
All the documentation talks about the new suppliers being selected and being willing to honour any credit agreements etc.

My switch to a new provider completed almost 3 months ago. I just haven't been able to get them to refund me my credit.

Are you sure?

Sillychuckie

In order to switch away from Symbio, they made me pay £200 as a one off on my credit card. So I spoke to the bank, and just initiated a section-75 claim for the overpayment on my final bill, that they aren't refunding.

I think I'll get it back that way. *phew*.
SC

gt94sss2

Sillychuckie said:

But it says:
"What if your supplier goes bust".

They are not my supplier!
All the documentation talks about the new suppliers being selected and being willing to honour any credit agreements etc.

My switch to a new provider completed almost 3 months ago. I just haven't been able to get them to refund me my credit.

Are you sure?

Yes, even if you left Symbio and it collapses afterwards, the SoLR supplier will eventually return any credit balance

Swipe

It's absolutely outrageous that these clown are not repaying credit balances after the customer has left them over 3 months ago. I'm now hoping they go bust.

Sillychuckie

gt94sss2 said:

Yes, even if you left Symbio and it collapses afterwards, the SoLR supplier will eventually return any credit balance

Interesting. I can't find confirmation of that on the Ofgem website anywhere. Do you have anything to reference to back this up? I'll keep the section-75 claim going and fingers crossed, I'll get the refund back. If Symbio stay open, via the ombudsman. If they don't, via the credit card claim.

Swipe said:

It's absolutely outrageous that these clown are not repaying credit balances after the customer has left them over 3 months ago. I'm now hoping they go bust.

I'm inclined to agree at this point. I was on the phone for 35 minutes with someone today at Symbio, and it was like talking to a brick wall. They really have no legit reason to be hanging onto my funds like this - I got pretty angry about it.

His email (which I asked him to write whilst I was waiting on hold, on the call), said:

Symbio said:

As discussed, the refunds are currently on hold and once we have an update from the higher management the refund will be processed by the accounts team. You are a valued customer and your feedback is important to us. We are constantly upgrading our processes so we can serve you better. 

The first month, they said they couldn't refund it as my direct debit had been cancelled and they were having some technical issues. Eventually, I gave them my sort code/account #.
The second month, they said they were changing bank account provider, so all payments were on hold - and asked me to keep waiting.
And now - they are at least being more honest, and saying it is due to a block on refunds by senior management.

Its a pretty awful way to treat customers.
Keep in mind, they BLOCKED my switch to a new provider, until I had made this 'overpayment'. So they are behaving badly to intentionally increase the coffers in their account, then withholding the refund after the switch.
Disgraceful.

gt94sss2

Sillychuckie said:

gt94sss2 said:

Yes, even if you left Symbio and it collapses afterwards, the SoLR supplier will eventually return any credit balance

Interesting. I can't find confirmation of that on the Ofgem website anywhere. Do you have anything to reference to back this up? 

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/what-happens-if-your-energy-supplier-goes-bust

I recently closed my account. Will I get back the credit I’m owed?

We’ll look to appoint a new supplier who will pay back money that's outstanding on closed accounts. 

Costs for the energy you have used but have not yet had a bill for will be deducted from your account balance. 

Amoux

I switched over 3 months ago and still haven't had my refund. I'm owed £279.44 which is quite a lot of money. Contacted them again yesterday and they asked me for my bank details to process the refund. It just feels like they are purposefully withholding the refund.   

thelight

Amoux said:

I switched over 3 months ago and still haven't had my refund. I'm owed £279.44 which is quite a lot of money. Contacted them again yesterday and they asked me for my bank details to process the refund. It just feels like they are purposefully withholding the refund.   

Hopefully you kicked off the official complaints proceedure early in the process and have taken it to the ombudsman after this amount of time?

Swipe

Amoux said:

I switched over 3 months ago and still haven't had my refund. I'm owed £279.44 which is quite a lot of money. Contacted them again yesterday and they asked me for my bank details to process the refund. It just feels like they are purposefully withholding the refund.   

They have no intention of refunding us. I think the best hope now is to just wait for them to go under