Symbio Energy feedback

bubieyehyeh

Just received my 2nd bill. Well that is the worse bill to understand I've ever received for any company and I thought the EDF ones were bad! Took me a while to work out their system. However their estimator is a joke.

So I had given them a reading on 28th Dec, then they emailed asking for a reading on 30th or 31st. Gave them one on the 30th Dec. I used 9KW between 28th and 30th, but they estimated for 31st Dec, that I used over 17 KW in one day on 31st! How can their estimate be that poor!

So I actually used about 80% of my December estimate, but there estimate for January will be twice what I used in the same period in December. Or 1/6th of my EAC!

When I signed up it said monthly estimate would be based on my EAC divided by 12, which suited me since my Electricity usage doesn't vary significantly month to month.

So what is going on?

Tafrock

Surely they will realise they have grossly overestimated everyone's bills. I am expecting an email to all customers next week apologising and rectifying the error

If they don't do that clients will walk

I've decided im off to green. But will leave my application for a couple of weeks so I don't get billed by green. Until February

Therefore I won't have to pay symbio anymore money as I will be in credit with them due to this huge error on their part. My January payment will be my last

Anyone know how good symbio are at leaving stage. I know there are rules they have to abide by regarding returning credit within a certain time span nowadays

kapum

bubieyehyeh wrote: »

Just received my 2nd bill. Well that is the worse bill to understand I've ever received for any company and I thought the EDF ones were bad! Took me a while to work out their system. However their estimator is a joke.

So I had given them a reading on 28th Dec, then they emailed asking for a reading on 30th or 31st. Gave them one on the 30th Dec. I used 9KW between 28th and 30th, but they estimated for 31st Dec, that I used over 17 KW in one day on 31st! How can their estimate be that poor!

So I actually used about 80% of my December estimate, but there estimate for January will be twice what I used in the same period in December. Or 1/6th of my EAC!

When I signed up it said monthly estimate would be based on my EAC divided by 12, which suited me since my Electricity usage doesn't vary significantly month to month.

So what is going on?

Regarding the billing, there appears to be many comments some quite old that refers to the complicated adopted.

But not everyone finds it complicated, allegedly.

griffb wrote: »

tk47 wrote: »

Has anyone actually worked out in simple terms how they actually calculate their complicated bill when they do get it? :huh:

Yes

Maybe they can assist you?

Or there is also an indication above that a simplified bill is available to you online. Not sure if that will help you more?

In regards to you preferring to remain with the monthly estimate being based on my EAC divided by 12, it would appear based on posts here and elsewhere that the supplier is more than willing to agree to those that would so prefer that approach for them to remain on it.

Have you tried contacting ths supplier to enquire? They really are the best people to assist you with your queries.

JazzyJ

We've had our vastly inflated bill too. We are all electric on economy 7 and the bill has been around £90 each month. Now, we are being charged £189! Also, we swapped into their Symbio Autumn Monthly Plan November 19 v1 and received email confirmation from them on 23/11 but they are charging us on the Variable x8 tariff. I cannot understand their bill, it certainly isn't straight forward. Another gripe I have with them is that three times now, they advise a DD date but either take it several days early or late. Until moving to Symbio, this is the first time we have paid by DD, always paid quarterly on receipt of bill, and rather wishing it had stayed that way!

Swipe

Feel sorry for the Symbio call centre staff tomorrow morning. They won't know what's hit them.

Tafrock

I can't be persuaded to stay im afraid. I've put up with symbios inadequacies because they are the cheapest. But the complicated billing (which I understand but it's really not necessary to be that way) and continual errors in billing force my hand

Also its difficult at times to speak to someone when you need to and email responses take an age

Green. Are as cheap as symbio. As for customer services I've just contacted them via chat regarding a free questions I had. They answered within 5 minutes on a Sunday.

Wonderful. Bye symbio. I'll stay for a few more days as I don't want to pay two electricity payments in one month (Green also bill in advance but use your readings not some convoluted method to arrive at an inflated guesstimate)

I'll let people know how quickly and efficiently symbio process my refund due to overbilling

CRISPIANNE3

Not only have they doubled my usage for January the variance amount to me is crazy. I used 15 more units than forecast up until 30 December and they then estimated the last day of that month as being 35. That totals 50 units. My rates per kw is 10.49p they have come up with a figure of £7.83.

Anyone any ideas based on my figures they could have achieved that figure.

Tafrock

That's what they really need to explain. How they arrived at these inflated bills. What method have they used. An email apologising and explaining to ALL customers (just like when they double billed everyone back in June) is necessary. We shouldn't have to ring up when everyone has been incorrectly billed

CRISPIANNE3

Tafrock wrote: »

That's what they really need to explain. How they arrived at these inflated bills. What method have they used. An email apologising and explaining to ALL customers (just like when they double billed everyone back in June) is necessary. We shouldn't have to ring up when everyone has been incorrectly billed

I can tell you its really ruined my weekend trying to get to the bottom of all this. I was in really good spirits on Friday until this latest bill from them arrived. I can easily afford to pay the extra and get it back. The issue for me is they have not got a clue in what they are doing.

Also the bills are coming through a lot quicker because they are using their own software to calculate the estimates and not waiting for confirmation from the third party they referred to validate the what the customers usage is.

Tafrock

Correct billing is a basic requirement for all utility companies. its simply not good enough