Symbio Energy feedback

molerat

All fixed tariffs now have a £25 exit fee.

Tafrock

Have they now. That will quell the surge towards symbio. I'm with them until April but don't usually sign up to suppliers with exit fees

Kitchen_Sink

molerat wrote: »

All fixed tariffs now have a £25 exit fee.

In which case, perhaps they should update their strap line at the top of their quotes?

NO FIXED CONTRACT! NO HIDDEN FEES!

:rotfl:

And their mission statement

Our mission is to provide fair & low prices. No penalties, no ties and no punitive default tariffs. ...

:rotfl:

On a positive note, they will now pay your exit fees of your old supplier

Trapped in a contract, let us pay your exit fee, so you can start saving hundreds of pounds right now!

Tafrock

I'm quite happy with symbio but a lot of things they do are pretty amateurish. They really make the whole billing process so complicated. Billing in advance and compensating you next time around for overestimates. It works but why don't they just ask for a reading last day of month and bill you on that reading as my gas supplier zog does. That said Im happy with the low prices

PixelPound

Tafrock wrote: »

Have they now. That will quell the surge towards symbio. I'm with them until April but don't usually sign up to suppliers with exit fees

It will apply to new sign ups, when I signed up it stated zero exit fees on the tariff confirmation

elucidate

I know this is slightly off-topic, but given that Symbio is electricity-only, and we've had discussions about gas earlier in the thread, So Energy have launched a new "So Walrus" gas tariff. It's still more dearer than my current deal but some of you may find it good for your personal usage.

couriervanman

Just signed up to "Sunshine Saver Aug 19" as my Eversmart deal came to an end and £20 cheaper
Just a shame Symbio aren't/included on cheap energy club

molerat

gsmlnx wrote: »

Just had confirmation from Santander that they WILL NOT pay 2% cashback on Symbio Energy direct debits because Symbio use a 3rd party billing company. They will only pay cashback when the energy company itself does the direct debit.

Received the same letter today. I have now raised a formal complaint as they are already paying cashback on my two current suppliers that use third party billing.

tk47

molerat wrote: »

Which is untrue.
They most certainly do, I have GC re Eversmart Energy and they also pay out on PSL RE ZOG ENERGY


Santander told me they just need the ORN of the DD and they will put it on their list.


I have found a DD form on line and it shows as FastPay Ltd Re Symbio Energy Ltd.

Please be careful about what you read on the internet; some of it's not true
(or may simply be out of date?)

We joined Symbio earlier this month. On the day of application, we received numerous emails, and a couple of them were specifically regarding Direct Debits.

One came from Symbio that state they use GoCardless as their DD agent, and another from GoCardless stating that a mandate was set up in favour of Symbio.

Since then, we have also received an email from GoCardless, albeit in the name of Symbio Energy, stating they would collect the first payment and what it would be. That first payment has since been collected from my bank account under the reference given in that email from GoCardless.

Others in this thread also seem to agree that GoCardless are the current DD agent for Symbio.

Fastpay Ltd appear to be a competitor to GoCardless.
Fastpay Ltd do NOT collect direct debits on behlaf of Symbio, at least not for us (and others who agree it's GoCardless) ... and I feel sure Symbio would only use one agent for this task.

I think I found the link you probably did.
https://symbioenergy.co.uk/direct-debit-set-up/

But you cannot rely on that. Much of the Symbio website is out of date. Just look at their FAQ's, particularly on meter reads , to see just how contradictory they are

10 WHEN DO I NEED TO SUBMIT A METER READING?

Symbio Energy would send you a reminder email, at the end of every month, requesting your meter reads....

11 HOW OFTEN DO I HAVE TO PROVIDE METER READINGS AND HOW CAN I PROVIDE THEM?

... As a company we find that quarterly (3 monthly) meter read requests are a happy balance for all customers. However, should you wish to provide reads daily, you can do so by calling customer services. Monthly meter reads would be ideal for Symbio Energy, but this can be onerous. Symbio Energy will send a reminder on a quarterly basis for meter reads. This can be submitted via the Customer On-Line portal or by calling customer services. We are working on a Phone App and other novel, easier methods for our customers.
We must however have at least one meter read per year without fail from every customer. This is an Ofgem requirement and to be honest, fair for everyone to know who is due a refund and who needs to pay a little more for their usage.

12 WHY ARE YOU SENDING ME METER READING REMINDERS?

We want to make sure we bill you as accurately as possible. Regular meter readings help us do this. Ideally, we’d like a meter reading every month....

15 WHY DO I NEED TO SUBMIT A MONTHLY METER READ?

:cool:

Or you could look at how to complain according to Symbio.

From their FAQ's

17 WHERE CAN I COMPLAIN OR PROVIDE FEEDBACK?

We are in the process of setting up a dedicated feedback form on our website. Feedback, both positive and negative is welcomed. We are not perfect and whilst we are growing, we will stumble and we will make mistakes. For this we sincerely and humbly apologise. We will try and rectify our errors quickly and strive to provide the service you deserve at a cost-effective price. We sincerely value your custom.

However in their terms and conditions it says:

15.1. If you’re unhappy with our service, you can make a complaint by calling us or emailing us at customerservices@symbioenergy.co.uk. We will follow our complaints policy and revert to you within 21 days. Symbio Energy is also a member of the Ombudsman Scheme and should we fail to resolve your complaint, you may contact the Ombudsman to have your complaint independently reviewed.

Or they have a link on their website explaining their complaint procedure:
https://symbioenergy.co.uk/complains/

Which one is correct? :huh:

molerat

I now know, from my own application, that Go Cardless are the provider for Symbio and was the name used in my query with Santander.