Symbio Energy feedback

matelodave

As they are just taking the agreed DD, I'm not really bothered about their random guestimates - this is what they suggested that they are going to do

"The invoiced amount is £148.72. The amount that will be collected as per your monthly fixed DD is £76.56 and this payment will be taken on 16-01-20" so I'll be in debit as far as they are concerned which is correct.

Come spring I'll move towards my account balancing as my consumption reduces so they can guess what they like providing they only take my agreed DD.

Invoices downloaded and saved for posterity and my spreadsheet updated with correct readings and payments

tk47

Having spent this morning responding on a well known review site, it appears that Symbio Energy decided to spend their afternoon gainfully by responding on social media instead. :cool:

Here, and example posted at 14:22 today

Symbio Energy We apologise for the delay in our communication. We have missed a lot of important calls from customers due to high call volumes. Please be assured that all Emails will be replied to soon.
We would like to inform all our customers that the consumption rates in winters and summers vary significantly, (which was not incorporated in our system) as a result the bills generated for the month of October and November were based on using spring/summer estimated meter reads as opposed to the much higher winter consumption's actual amounts. Thereby, the bill received in the month of December and January is issued at a higher consumption estimate in order to match the electricity supplied/ consumed. The bills are higher in winter as per the winter estimates and they will be lower in summer in line with the summer consumption. Please be assured that if we have taken more money from you this month it will be adjusted in the February bill. We would request you to submit your meter reads at the end of this month (31 January 2020) so that we reconcile your February bill in line with your meter reads and not according to the winter reconciliation.
However, if you wish, we could set you up on a fixed DD for every month based on your chosen tariff plan.

Nice that they plan to take a break from all this activity soon, and perhaps concentrate some time to respond to their emailed complaints instead.

But all I ask is as far as our account is concerned is that that they comply with the terms and conditions that they originally drafted and I agreed to. Why does it need to change at all?

Afterall, according to the company:

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

though I'm not convinced the Symbio customer that their posting was intended for is a particulatly good example either of a happy Symbio Customer.


Edit: Btw, it took Symbio Energy over 48 hours to respond to that customer on Facebook, despite about 60% of the response being copy & pasted from previous responses. Sadly it doesn't actually appear to address the original posters issue on facebook :cool:

Swipe

Considering it has been somewhat of a mild start to winter and they are already up to these silly games, can you imagine what their estimates might be if we had a repeat of the 2010/11 winter? :eek:

Tafrock

That's precisely what concerns me more than the overestimates. The fact that they are spouting nonsensical cut and paste rubbish about increased consumption, cyber bullies etc instead of addressing the real issues. Explain to ALL customers the maths involved in their horrendous calculation, provide compensation for the stress and worry caused as they did when they double charged us in May and June. Email all customers this info. It's not rocket science it's customer relations. And no symbio I'm not a cyber Bully I'm trying to save your company's reputation from further damage

Talldave

What Symbio seem to have forgotten is that they were already estimating annual consumption/12 - not some lower summer proportion. So to start using annual consumption/9 or even annual consumption/6 means they're totally ignoring the annual consumption figure.

You either run an equal proportion system or a summer/winter system but not both together!

The only reassuring thing for customers is that even if Symbio use the same stupid figures again in February, they'll only have a direct debit payment equal to the cost of energy used in January.

It's a shame that company directors don't have to pass an IQ test, particularly for an infrastructure organisation such as an energy supplier.

Tafrock

Let's see whos been overcharged the most shall we or if by miracle we have all been overcharged by the same amount

At the bottom of your bill is your eac supplied by you at contract start

My eac is 2551 kWh. My bill this month is for 402.42kwh. So if I divide my eac by 12 that gives me a monthly eac usage of 212.58kwh. If I divide 402.42 by 212.58 that gives me 1.89. So there we have it folks. Symbio have billed me 189% of my anticipated monthly usage according to my supplied eac.

Over to you folks

griffb

Tafrock wrote: »

Symbio have billed me 189% of my anticipated monthly usage according to my supplied eac.
Over to you folks

Exactly the same - 189% (946/500)

DocFrog

1,89 here too

CRISPIANNE3

Tafrock wrote: »

Let's see whos been overcharged the most shall we or if by miracle we have all been overcharged by the same amount

At the bottom of your bill is your eac supplied by you at contract start

My eac is 2551 kWh. My bill this month is for 402.42kwh. So if I divide my eac by 12 that gives me a monthly eac usage of 212.58kwh. If I divide 402.42 by 212.58 that gives me 1.89. So there we have it folks. Symbio have billed me 189% of my anticipated monthly usage according to my supplied eac.

Over to you folks

I was over charged by 2.10%. However after speaking to them they only took EAC amount.

Also checking with Company check online the so called account manager who was assigned to my account was also a director and resigned in June of last year.

His name is Sam Budhdeo. Such a pity because right at the very beginning he was fantastic and sorted out teething issues when I first joined.

Swipe

189% here too but they only took my monthly EAC amount from my DD