Symbio Energy feedback

tk47

Here's another of their posts from 2 hours ago.

Dear Sir,
We value all our customers and do our best endeavour to respond within a reasonable time.
We take note of your comments and appreciate that we should be dealing with all customers request. However, most of the customers comments on trust pilot seems to have been made hastily without having given the team a chance to respond to their queries or phone call given that there has been a huge influx of call this week.
We do not ignore customer concerns, but it is sometimes difficult to find a resolution if we do not have their initial query. Using Trust Pilot as a means to raise their concerns are not always helpful as we do not know who exactly we are dealing with. We have had customers who use Trust Pilot mainly to obtain compensation (which itself is a means of cyber bullying with the aim to damage the company’s reputation) and hence contacting us directly with their concerns would be more efficiently dealt with.
The company is not in any sort of trouble and most of our customers are happy with the service they are being provided.
Please note that if you have contacted us with your query, a member of the team with be in touch with you within the next 72 hours or where possible earlier.

At least they are not copy & pasting like a couple of days back.

Just a shame they are wasting their time replying to allegedly non-complained about matters, when they really should be addressing actual & real complaints that they have received.

Remember MSEers, this is what they are deluding themselves with

The company is not in any sort of trouble and most of our customers are happy with the service they are being provided.

:rotfl::rotfl::rotfl:

Tafrock

Regarding neon reef comment above. Thats why I didn't join them I joined Green. Instead (well am in the process of joining them). I had my doubts when I realised they were run by utility point directors. Why would you set up an offshoot company cheaper than your other company

That says I had my doubts about symbios company history when I joined in April. Companies information looked sketchy to say the least

I was willing to stay as long as they weren't holding any credit of mine

This overpayment would have meant a small credit (around £25). I didn't want this building up so I quit whilst my potential losses were minimal


I've had issues with being double billed in the past with symbio. Not a great 8 months with them apart from the cheapness when they billed correctly

griffb

To redress the balance slightly, I was with UP on a 16 month fix and had no major problems. It was only the renewal price which forced a move.

And tbh apart from the January usage estimation debacle I don't have anything bad to say about Symbio ( I can live with the weird accounting and peculiar English and grammar)

UnclaimedEnergy

We have had customers who use Trust Pilot mainly to obtain compensation (which itself is a means of cyber bullying with the aim to damage the company’s reputation) and hence contacting us directly with their concerns would be more efficiently dealt with.

This bit... wow

Accusing your own customers of cyber bullying because you've upped their bills and are unable to handle the contacts coming in because of it.

I don't know if I've seen an energy company go this low in trying to defend themselves.

Tafrock

Symbio double billed me in May (along with many other customers). We were charged for previous bill as outstanding amount even though we had paid it. We got it back plus a fiver for inconvenience

Add to that non reply to numerous emails. Changing of terms and conditions regularly. I would have stayed but they have yet to explain just what formula they have used to come up with this dreadful overbilling. I also suspect the overbilling will continue

Electricity companies should be reliable. No need for constant querying of bills or a degree in maths to figure out the bills

I'm quitting while I have little to lose. I doubt they will be around much longer

Swipe

I'm sure their winter formula was EAC + at least 50%


Maybe they shouldn't have been so greedy and gone with + 20% and most customers would be gas or oil heated so their winter consumption wouldn't have been that much extra.

devondiver

No reply to my email of 6th Jan (see earlier post) sent to 3 Symbio addresses marked URGENT. As expected they proceeded to take £170.54 by DD today. I immediately reclaimed this amount by phoning my bank but without cancelling the DDI. They will probably try to claim it again - we shall see.

molerat

Just had my bill come through now. Actual recorded Dec consumption 291 which was just below their fairly reasonable estimate, Jan estimate 484. Obviously December is not part of "winter". Going to fire off an e-mail to consumeraffairs@ofgem.gov.uk, if they receive loads they may poke them.

Stratus

Swipe wrote: »

I'm sure their winter formula was EAC + at least 50%

My January estimate is +89%.

Why can't all these suppliers simply conduct themselves like Zog?

Tafrock

I'm with zog for gas and have been for five years. Wish they would supply electricity too. Though once my contract ends in April I may have to go elsewhere. Their gas prices are not in my top 10 anymore. In those 5 years I've been with first utility, powershop, symbio and now will soon be with green. For electricity