Symbio Energy feedback

MABLE

I had a lengthy discussion with Nabul in customer service and assured me that provided I give the meter read on the very last day of the month my meter readings would be taken into account. He went through every step very carefully to the point I have paid the amount on this months bill and assured me it will be reconciled next month.

I was impressed the way he handled my call and for that I will see how things go. Time will tell!

Talldave

They do always seem to take meter readings into account. The major frustration for many this month is that Symbio decided to almost double their estimates for which we have to pay in advance. For sure, this "forced" overpayment will be reconciled out in February's bills, but January is the worst month of the year for customers to suffer an irrational and mostly unnecessary bill hike.

What's most frustrating is that Symbio appear to have applied their winter estimate algorithm to all accounts regardless of whether they were exhibiting signs of 89% winter consumption increases or not. That doesn't surprise me since their whole approach is clumsy and amateur - clunky website, awful spelling, incorrect multiplication and a broken billing algorithm that gives away free electricity.

However, I hope they get a grip and stay afloat as they're giving me a rate of 10.6p per kWh, after deducting the free units and nobody else can get close to that.

jazzy

When do these Symbio winter estimates stop?

Tafrock

Thats what everyone should be told really. Next month's bill may be even higher. Yes you'll get it back but that's not the point with me. It shouldn't be happening

Talldave

Tafrock wrote: »

Thats what everyone should be told really. Next month's bill may be even higher. Yes you'll get it back but that's not the point with me. It shouldn't be happening

Next month's bill will only be higher if they more than double the over-estimation. If they use the same over estimation, the bill will be the cost of January's energy (so probably the usual bill amount) and if they revert to the usual estimation the bill will be much less (consumption cost less January's overpayment above usual amount).

So, even taking Symbio's incompetence in to account, very unlikely.

fewkeste

Tafrock wrote: »

...Then I'll contact them and request payback. If it doesn't come in the ofgem required timescale (10 days after production of bill) I will be entitled to £30 compensation

I wasn't aware of that info - useful to know - cheers :beer:

tk47

Despite Symbio Energy acknowledging they have received a huge influx of calls (complaints) since the start of this fiasco last Monday, and that they are therefore apologetic about the delays caused, it's nice to see they still found time to post on a well known review site again today with comments such as:

We value all our customers and do our best endeavour to respond within a reasonable time.

and

Please accept our apologies if you query has not yet been attended, one of our agent will be looking into your query shortly.

Perhaps if they were to spend as much time & effort on actually resolving customers complaints, instead of posting the same old nonsense on the internet, they may make some progress. :cool:

(Whatever happend to the individual account manager I was provided with when I joined, or the executive we were all being promised would contact us last week to resolve our complaints?)

Or perhaps they are not interested in resolving the genuine complaints of just a few of their customers. How would they cope if they received lots of complaints, I wonder?

Remember, according to Symbio Energy 48 hours ago:

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

Surely they can't still be that deluded?

Boohoo

jazzy wrote: »

When do these Symbio winter estimates stop?

When you left Symbio and gone to a new supplier.

Tafrock

My thoughts exactly boohoo

molerat

Usage graphs for 2019 period are back. Just shows how ridiculous these Jan estimates are.