Symbio Energy feedback

[Deleted User]

@nic_c
Lucky me then getting this special treatment.
They are billing me using VAT Inclusive kWh and standing charges rates then adding 5% VAT to the total. So VAT twice on the bill in effect.
They have not answered my email query after 5 working days so this weekend, I'll be emailing a complaint to see if I can get some traction.
It is really easy for them to correct as they can see from my tariff the correct rates to charge and so correct the billing.
I also explained to them what had happen and where they could find the information to help them out.
But the lack of feed back from them is frustrating.

molerat

gsmlnx wrote: »

Sorry Molerat but that is what the letter I received today from Santander said. That is the reason they have given me.

You can see from my earlier post they are paying me energy cashback on two suppliers that use third party billing.

PixelPound

gsmlnx wrote: »

@nic_c
Lucky me then getting this special treatment.
They are billing me using VAT Inclusive kWh and standing charges rates then adding 5% VAT to the total. So VAT twice on the bill in effect.
They have not answered my email query after 5 working days so this weekend, I'll be emailing a complaint to see if I can get some traction.
It is really easy for them to correct as they can see from my tariff the correct rates to charge and so correct the billing.
I also explained to them what had happen and where they could find the information to help them out.
But the lack of feed back from them is frustrating.

Especially as you'll have got the welcome letter stating prices inc vat. Keep us informed, have you tried phoning - their FAQ says complaints go via a feedback form but state it's TBA !

Don't forget they have 8 weeks to reply to the complaint!

molerat

Overall cheaper Sunshine Saver Aug 19 released. 0.04p increase in unit with 1.5p reduction in daily.

tk47

molerat wrote: »

Overall cheaper Sunshine Saver Aug 19 released. 0.04p increase in unit with 1.5p reduction in daily.

Now over 10% more expensive for us than the fixed deal we secured from them earlier this month! :eek:

If you snooze, you lose!

tk47

gsmlnx wrote: »

@gt94sss2
Given that Symbio are also charging me VAT twice on my bills and not answering my emails, I doubt I'll be hanging around with Symbio anyway.

Just received our first bill.
Really weird way they seem to bill people
e.g. as they have billed in advance, they have estimated what they think we will consume until the end of this month. The total estimation is fine, but they have assumed the national average of 42% night time usage, which we are a long way from, rather than % split information we gave them.
Oh well, cheaper bills for us! :money:
(at least for this month)
I'm sure it will all come out in the wash.

But I can assure other readers that they did get the VAT correct.
In fact, if you take the excl. vat figures shown on the bill, and add the 5% vat, it's marginally lower than the figures they quoted incl. vat.
Oh well, cheaper bills for us! :money:
(and that won't be allowed to come out in the wash now!)

tk47

nic_c wrote: »

... - their FAQ says complaints go via a feedback form but state it's TBA !...

Maybe their FAQ's need updating? :huh:

But their full complaint procedure is provided here:
https://symbioenergy.co.uk/complains/

and stage 1 of that is to use their normal 'contact us', details of which can be found here:
https://symbioenergy.co.uk/contact/

I can't see any mention of any feedback form in their complaint procedure, although there is an online contact form available under their 'contact us'

nic_c wrote: »

Don't forget they have 8 weeks to reply to the complaint!

Step 1 of their complaint procedure says they aim to reply within 5 working days, if the matter cannot be fully resolved sooner.

Step 2 of their complaint procedure, they say they will respond asap, and aim to do so within a further 5 working days.

(The supplier is permitted up to 8 weeks to resolve a complaint before you can ask the ombudsman to intervene. One certainly hopes any supplier would at least respond to a complaint well before then, perhaps explaining when a resolution would be forthcoming it it's not immediately resolveable)

griffb

tk47 wrote: »

But I can assure other readers that they did get the VAT correct.
In fact, if you take the excl. vat figures shown on the bill, and add the 5% vat, it's marginally lower than the figures they quoted incl. vat.

Same here.
Just had the first estimated bill, based on the annual usage figure I gave them.

Unit cost per bill 11.030p +vat @ 5% = 11.5815p, unit cost per tariff schedule = 11.608p

SC per bill 19.950p + vat @ 5% = 20.9475p/day , SC per tariff schedule = 21.000p/day

Maybe it's something to do with this (from the tariff schedule), although I've not a clue what they are on about :

Below is an overview of what Symbio Energy currently offers you through our Supply product:

• 5-10% discount for the Supply Tariff (charged based on the amount of electricity used from the grid) - The Tariff we provide is the cheapest as we apply a 5% discount from the current market rate.

Kitchen_Sink

griffb wrote: »

Same here.
Just had the first estimated bill, based on the annual usage figure I gave them.

Unit cost per bill 11.030p +vat @ 5% = 11.5815p, unit cost per tariff schedule = 11.608p

SC per bill 19.950p + vat @ 5% = 20.9475p/day , SC per tariff schedule = 21.000p/day

Maybe it's something to do with this (from the tariff schedule), although I've not a clue what they are on about :

Well that would only represent a discount of about 0.2 - 0.25% :cool:

Did you apply direct to Symbio?
Because they seem to offer cheaper prices direct than through comparison sites. I've not done the calculation, but perhaps that is the 5-10% discount they refer to?

griffb

Kitchen_Sink wrote: »

Did you apply direct to Symbio?
Because they seem to offer cheaper prices direct than through comparison sites. I've not done the calculation, but perhaps that is the 5-10% discount they refer to?

Yes, direct to Symbio.
Maybe they really are giving a further volume related discount on a fixed price tariff. I don't think I'm going to query it just yet