Symbio Energy feedback

tk47

Ofgem is consulting on issuing Symbio Energy (along with 8 other suppliers) with final orders due to them being in breach of the requirement to be Data Communications Company (DCC) users.

If issued, the final orders would require each supplier to be a DCC user by 31 March 2020 and would ban each supplier from taking on new customers from the date of the final orders. Each final order would remain in place until the supplier becomes a DCC user.

See separate thread on this particular matter here for more info:
https://forums.moneysavingexpert.com/discussion/6089789/ofgem-orders-nine-energy-suppliers-to-become-dcc-users

tomthered

Well a plus for Symbio, they eventually communicated by Facebook and have agreed to refund the excess over and above the agreed DD of £36.68 within the next 7-10 days. It was about £21 odd: I will then be on a fixed direct debit, which I thought I had agreed to anyway, so all resolved, well hopefully.

molerat

Got through on the phone and they gave the use more in winter speech but have now put me on a set dd.


The way to get through on the phone is to hang up at the leave a message speech and dial again (only if you have inclusive calls of course !)

matelodave

Here's the final order proposal against Symbio

https://www.ofgem.gov.uk/publications-and-updates/symbio-energy-limited-final-order

Swipe

tk47 wrote: »

Ofgem is consulting on issuing Symbio Energy (along with 8 other suppliers) with final orders due to them being in breach of the requirement to be Data Communications Company (DCC) users.

If issued, the final orders would require each supplier to be a DCC user by 31 March 2020 and would ban each supplier from taking on new customers from the date of the final orders. Each final order would remain in place until the supplier becomes a DCC user.

See separate thread on this particular matter here for more info:
https://forums.moneysavingexpert.com/discussion/6089789/ofgem-orders-nine-energy-suppliers-to-become-dcc-users

I can't imagine they would have many new customers wanting to join after this last week :rotfl:

griffb

Swipe wrote: »

I can't imagine they would have many new customers wanting to join after this last week :rotfl:

I note that one of the other companies named is Green. to which everyone seems to be switching

tk47

tk47 wrote: »

No response yet from Symbio.

Had my 9:00 AM appointment with my local bank manager and was provided a full and immediate refund.

Let's see if that prompts a response from Symbio. :cool:

GoCardless have responded this morning confirming that the refund has been applied i.e. they have not received their money.

Within 8 minutes, amazingly Symbio have deigned to respond to my emailed complaint originally sent last Monday. Coincidence? :cool:

Unfortunately, Symbio's response does not actually address the resolution I was seeking from them, other than to state it is no longer possible for them to cancel the DD collection as it was now too late.

No, because it was planned for and taken yesterday morning (and then refunded by my bank upon my request) :mad:

Meanwhile, Symbio Energy have again, this morning, been spending their time on a well known review site.

Tafrock

Yes I noticed that about green. Being on the list. It's all about smart meter adoption rules. Hopefully green. Will listen up. It will be Interesting to see which of those 8 companies respond promptly and which don't

DocFrog

I have just received a call from Nancy at Symbio, Very apologetic and professional. She has sorted out everything to my own satisfaction.
I informed her about the mysterious 1.89 factor for bill manipulation and she was utterly unaware of it(!)
Sam Budhdeo did indeed resign in June last year. However, he is expected to return in a more senior position shortly.
The DCC issue is in hand and they anticipate it being resolved by the end of Q1 2020. It concerns offering a smart-meter facility to all customers.
Symbio are in the progress of starting gas supply and hope to offer this in Q2 2020.

devondiver

189% EAC seems to be the magic January ratio. My bottom of bill EAC is 8010.00 kWh which, divided by 12 and multiplied by 1.893 gives 1263.57 - their estimate of my total January usage.

But, curiously below the EAC figure it says: Day EAC:3200.00 kWH Night EAC:650.00 kWh; which totals 9700 kWh and is the reasonably accurate EAC figure they used for my first bill for November. These figures also show a 67% night usage, which is close to accurate for me, but far from the figure of 42% night usage which they insist on using for projection calculations. It seems to me they just tie themselves in knots. Crazy.

Also had email from Symbio saying that my bank had cancelled my DD mandate. Strange, when yesterday I specifically discussed this with my bank and they said they would return my payment but leave the mandate in place.