Symbio incorrect tariff on website and confirmation email 18 May at 8:23PM in LPG, Heating Oil, Solid & Other Fuels 3 replies 32 views

nattyb2

I am have been a Symbio customer for a while and noticed they had a new tariff with a lower price and switched to another fixed rate.  On the call the customer service rep told me there was a cheaper tariff than the one that I had planned to switch to.  I checked their website and he was correct.  I did query whether the price included VAT and was told that it did.  I got a email confirming the 15 month fixed price and switched.  Now a couple of weeks later I have been told the price was incorrect and did not include VAT.  Where do I stand, must they honor the price the told me, advertised on the website and I had email confirmation of?  Thank you

Gerry1

Welcome to the forum.

You're likely to get more replies if you post it in Energy - this is the section for LPG, Heating Oil, Solid and Other Fuels.

Biscuit_Tin

nattyb2 said:

I am have been a Symbio customer for a while and noticed they had a new tariff with a lower price and switched to another fixed rate.  On the call the customer service rep told me there was a cheaper tariff than the one that I had planned to switch to.  I checked their website and he was correct.  I did query whether the price included VAT and was told that it did.  I got a email confirming the 15 month fixed price and switched.  Now a couple of weeks later I have been told the price was incorrect and did not include VAT.  Where do I stand, must they honor the price the told me, advertised on the website and I had email confirmation of?  Thank you

You were invited to form a contract based on an offer.
You accepted the contract based on that offer.
They confirmed the contract.

If that is a correct summary of what occurred, then it is also true to say that one party cannot then unilaterally change that contract.

Edit: All prices shown on their website are stated as including VAT. As I believe are the prices sent to you in their welcome email.

Gerry1

Prices advertised to consumers must include VAT.

https://www.asa.org.uk/advice-online/compulsory-costs-and-charges-vat.html#All%20customers%20are%20consumers