Symbio Energy feedback

tk47

Not mine, theirs! :mad:

A couple of weeks ago, I wrote to Symbio in line with their complaint procedure to ask that my complaint be escalated to stage 2 of the process.

Unfortunately, this request must now be made in writing, using the postal service, as Symbio have removed the email alternative.
(Don't worry, Symbio. I know you read this as you mentioned it elsewhere that you do, and I can confirm I have both versions of the your complaint procedure saved )

Your complaint procedure indicates that you aim to respond within 5 working days.

Even allowing for delivery time, I was getting anxious that no reply had been received.

But today, I did get a response. :T
Not from Symbio Energy, but from Royal Mail. :cool:

Royal Mail have indicated that the address you ask customers to contact you at is unknown to them.

Oh well, at least I tried, and I know have the evidence to prove it.

I wonder what the ombudsman will make of that when I will almost certainly be escalating the matter to them in just over a month's time. :huh:

MWT

Seems to be an email address on their complaints page?


https://symbioenergy.co.uk/complaints/

Swipe

No end of the month meter read reminder email yet. Has anyone received one yet?

tk47

MWT wrote: »

Seems to be an email address on their complaints page?


https://symbioenergy.co.uk/complaints/

Thanks, but that is only for step 1.
I've attempted to request the matter is escalated to step 2.
The email address has been removed from Step 2

But it was there as [EMAIL="CSDirector@symbioenergy.co.uk"]CSDirector@symbioenergy.co.uk[/EMAIL]

Not sure if any of their email address now work for receiving mail, apart from [EMAIL="customerservices@symbioenergy.co.uk"]customerservices@symbioenergy.co.uk[/EMAIL]


I posted a list of email contact addresses for Symbio back on Jan 6th (post#720)

I posted about the removal of the email address from step 2 of their complaint procedure on Jan 17th (post#920)

Rosco62

Well I've put a reading in today and will summit one tomorrow as well as Feb 1st

Tafrock

Hmm returned mail from a quoted symbio mailing address. That is a very worrying sign. I've successfully left symbio but still need to reclaim my credit from Them. Sent an email asking for final bill. No response in fact I've had no acknowledgement I've left them. Normally you get a message saying your final bill will be prepared but nothing even though I've emailed them asking for a final bill. The final bill will only confirm what I already know that they owe me money

tk47

Swipe wrote: »

No end of the month meter read reminder email yet. Has anyone received one yet?

No, not yet.

But Symbio do not usually email a meter read request. The one received at the end of December was the first one I had ever received from them, if I remember correctly (apart probably from a request for a start meter read when I joined them last summer)

tk47

Tafrock wrote: »

...I've successfully left symbio but still need to reclaim my credit from Them. Sent an email asking for final bill. No response in fact I've had no acknowledgement I've left them. Normally you get a message saying your final bill will be prepared but nothing even though I've emailed them asking for a final bill. The final bill will only confirm what I already know that they owe me money

Didn't you only actually leave them as a supplier just 6 days ago?
Suppliers have up to 6 weeks to produce a final bill.

Symbio seem to be taking 12-14 days to respond to any email currently.

If you neeed to make urgent contact, could I recommend that well known review site? There they always seem to respond there within 1 working day, and often within the hour :cool:

But do be prepared for one of their stock, cut & paste responses, such as:

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

which seems to be a firm favourite currently.

Tafrock

You forgot about the reminder that they've been the cheapest supplier for x months!! Yes I did only leave them days ago but I emailed them asking for a final bill and advising them not to attempt to take any more monies out of my account I've kept the ddebit active only to allow the return of my credit. I know exactly how much I am in credit.

Swipe

Tafrock wrote: »

I've kept the ddebit active only to allow the return of my credit.

That will be an interesting one to watch if they aren't replying to emails :whistle: