Symbio refusing the switch

dreamypuma

helpthetenant said:

dreamypuma said:

helpthetenant said:

niktheguru said:

I think you’re being slightly unreasonable about this. What you haven’t mentioned is how much in credit or debit your account is. If you actually owe them money then they are within their right to block your switch. The simplest way to sort this out is to know how much you have used and how much you’ve paid and therefore whether you owe the, money or they owe you money. Contact them, find out how much they think you owe them for the energy you’ve actually consumed and balance the account. Then your switch should go through. (Their bills are the most user unfriendly ones I’ve seen, so often that doesn’t help)

Of course you should check yourself what your consumption has been (as speaking to customer services may be frustrating, and it’s best to go at them with hard facts) The easiest way to do this is to work out the consumption yourself. Just take a meter reading today, then subtract your opening reading from when you joined symbio. You then multiply that number by the unit rate you are on. Then add on the standing charge (standing charge multiplied by number of days you’ve been with them)
then compare that to the amounts taken from your bank account. (Look at you bank account statements)
assuming they didn’t take money two months in a row you are probably in quite a bit of debit. If you then pay the amount to break even your balance you should be fine. They can’t charge you exit fees, that isn’t the problem. Yes, by not taking a direct debit for two months you’re probably in arrears and it’s not your fault and it’s their incompetence, but the long and short of it is you still need to pay for the energy you’ve used.

i sympathise with you as I know customer service at symbio is abysmal, I had a run in with them when I joined as they tripled my annual estimate of usage and took 7 months worth of money from me in one direct debit, and then expected me to be happy with them keeping it and letting it balance out through time. I had to argue with them and complain but eventually got the refund. However, just as we get annoyed when companies don’t refund outstanding credits at the end of a contract, they feel the same thing. So it’s best to look at this with the facts.

the worst thing you can do is just cancel your direct debit and bury your head in the sand. It will only end badly if you are actually in debit and they can’t get money from you.....that’s when your credit status can get affected.

It's their fault delaying the switch, not mine. They should switch me regardless of the outstanding balance. It's too easy to say "first pay the ransom, then we can talk about the switch."

So they don't have any right to block the switch.

You have been offered the correct advise in previous posts. 

For simplicity, it sounds as if your switch has been blocked as your account is in arrears for one reason or another. Until this is cleared, your unlikely to progress.

They are perfectly within their rights to block a switch. 

Not sure how this can be described as "ransom"

The switch has to be made before the end of the contract, aka before paying any arrear. So are you saying that nobody can switch before the end of the contract?

No I'm not saying that. It depend on the extent of arrears and how long you have had it on you account.

If there has been significant outstanding balance on your account for over 28 days, then yes the company are within there rights to block a switch. For smaller outstanding sums the switch will normally proceed, and will be settled on the final bill.

As mentioned previously, you need to understand what amount is outstanding, and if this is based on actual meter readings or some wild estimate by Symbio. You're going to have do some leg work.

This probably explains it better:
https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier-if-youre-in-debt/

helpthetenant

elsien said:

Ofgem say:

If it's your supplier's fault you're in debt, they can't stop you from switching.

What is the reason the 2 payments were missed last year? 

That's the key point here. It's their fault, in August and Sept they simply didn't take any money from my DD.

dreamypuma

helpthetenant said:

elsien said:

Ofgem say:

If it's your supplier's fault you're in debt, they can't stop you from switching.

What is the reason the 2 payments were missed last year? 

That's the key point here. It's their fault, in August and Sept they simply didn't take any money from my DD.

I'll give you that. 👍
I'd give them a call and tell them you want to raise a complaint on those grounds. They may argue, that you made no attempt to rectify the issue. If they do that ask for a deadlock letter.

helpthetenant

dreamypuma said:

helpthetenant said:

elsien said:

Ofgem say:

If it's your supplier's fault you're in debt, they can't stop you from switching.

What is the reason the 2 payments were missed last year? 

That's the key point here. It's their fault, in August and Sept they simply didn't take any money from my DD.

I'll give you that. 👍
I'd give them a call and tell them you want to raise a complaint on those grounds. They may argue, that you made no attempt to rectify the issue. If they do that ask for a deadlock letter.

Exactly. The last email I sent, it was yesterday, and I explained everything the same way I am now with you. They didn't send any reply. So tomorrow I will ask for a deadlock letter. They don't even have a separate email for complaint, they only have one email customerservices@symbioenergy.co.uk

niktheguru

helpthetenant said:

dreamypuma said:

helpthetenant said:

elsien said:

Ofgem say:

If it's your supplier's fault you're in debt, they can't stop you from switching.

What is the reason the 2 payments were missed last year? 

That's the key point here. It's their fault, in August and Sept they simply didn't take any money from my DD.

I'll give you that. 👍
I'd give them a call and tell them you want to raise a complaint on those grounds. They may argue, that you made no attempt to rectify the issue. If they do that ask for a deadlock letter.

Exactly. The last email I sent, it was yesterday, and I explained everything the same way I am now with you. They didn't send any reply. So tomorrow I will ask for a deadlock letter. They don't even have a separate email for complaint, they only have one email customerservices@symbioenergy.co.uk

So basically you’re going to go into deadlock and to the ombudsman because they didn’t take the direct debit for two months and so are blocking your switch because you owe them money? I take it you contacted them when you realised payments weren’t going through and saw your statement balance was going into debt? (I bet if it was the other way round and they took out double from your account you’d be contacting them extremely quickly)

yes they didn’t take your payment, but you still used their electricity and we assume you therefore haven’t paid yet and I suspect you were “billed” on time (that’s the one thing they get right) so the balance isn’t just going to go away. They’re probably blocking the switch because they’d rather you paid now, rather than move away, cancel your direct debit(like you already have) and them have to chase you.

you still havent told us what your outstanding balance is? If it’s a few pounds then I of course understand your frustration. If it’s more than 50 quid then then it just looks like you’re trying to be difficult and get some compensation so you don’t have to pay as much. Like we’ve said, the quickest way to sort this out is to work out how much you’ve consumed till today and pay up the difference (don’t overpay), then your switch will go thru and on the final bill you can pay whatever is the residual balance. It will be much quicker and less hassle than the complaints process. But sounds like you are banking on their general incompetence to get some compensation, and you may well be successful but you’ll just prolong things.

helpthetenant

niktheguru said:

helpthetenant said:

dreamypuma said:

helpthetenant said:

elsien said:

Ofgem say:

If it's your supplier's fault you're in debt, they can't stop you from switching.

What is the reason the 2 payments were missed last year? 

That's the key point here. It's their fault, in August and Sept they simply didn't take any money from my DD.

I'll give you that. 👍
I'd give them a call and tell them you want to raise a complaint on those grounds. They may argue, that you made no attempt to rectify the issue. If they do that ask for a deadlock letter.

Exactly. The last email I sent, it was yesterday, and I explained everything the same way I am now with you. They didn't send any reply. So tomorrow I will ask for a deadlock letter. They don't even have a separate email for complaint, they only have one email customerservices@symbioenergy.co.uk

So basically you’re going to go into deadlock and to the ombudsman because they didn’t take the direct debit for two months and so are blocking your switch because you owe them money? I take it you contacted them when you realised payments weren’t going through and saw your statement balance was going into debt? (I bet if it was the other way round and they took out double from your account you’d be contacting them extremely quickly)

yes they didn’t take your payment, but you still used their electricity and we assume you therefore haven’t paid yet and I suspect you were “billed” on time (that’s the one thing they get right) so the balance isn’t just going to go away. They’re probably blocking the switch because they’d rather you paid now, rather than move away, cancel your direct debit(like you already have) and them have to chase you.

you still havent told us what your outstanding balance is? If it’s a few pounds then I of course understand your frustration. If it’s more than 50 quid then then it just looks like you’re trying to be difficult and get some compensation so you don’t have to pay as much. Like we’ve said, the quickest way to sort this out is to work out how much you’ve consumed till today and pay up the difference (don’t overpay), then your switch will go thru and on the final bill you can pay whatever is the residual balance. It will be much quicker and less hassle than the complaints process. But sounds like you are banking on their general incompetence to get some compensation, and you may well be successful but you’ll just prolong things.

I am not trying to cash in, and you are not being rational/logical, because you are not addressing the main issue: switch. I am more than happy to pay the residual balance, once they switch me. The fact is still the same, there is no justification for stopping/delaying the switch. if you want to me to bend my back at 90 degrees, you are lowering the bar in this forum. Things need to be adjusted professionally, your support towards this cheeky company is totally unnecessary.

spot1034

So do you want to switch or not? If you do, you have been given the advice which I have to say sounds perfectly reasonable to me  - that you should pay the money which you accept you owe. That is both rational and logical.

helpthetenant

spot1034 said:

So do you want to switch or not? If you do, you have been given the advice which I have to say sounds perfectly reasonable to me  - that you should pay the money which you accept you owe. That is both rational and logical.

Nonsense, the only logical advice I got so far is from Dreamypuma, the rest are people trying to support/defend Symbio, lowering the bar of this forum.

Dear fellow customers reading this: don't allow trolls to lower the bar.

molerat

You are technically in the right.

You have the right to take it to the ombudsman.

In 6 months to a year when the ombudsman has sorted it you will be able to switch and likely receive £30 compensation for the trouble (if Symbio are still in business then)

Pick your fights carefully !

Ectophile

helpthetenant said:

niktheguru said:

helpthetenant said:

dreamypuma said:

helpthetenant said:

elsien said:

Ofgem say:

If it's your supplier's fault you're in debt, they can't stop you from switching.

What is the reason the 2 payments were missed last year? 

That's the key point here. It's their fault, in August and Sept they simply didn't take any money from my DD.

I'll give you that. 👍
I'd give them a call and tell them you want to raise a complaint on those grounds. They may argue, that you made no attempt to rectify the issue. If they do that ask for a deadlock letter.

Exactly. The last email I sent, it was yesterday, and I explained everything the same way I am now with you. They didn't send any reply. So tomorrow I will ask for a deadlock letter. They don't even have a separate email for complaint, they only have one email customerservices@symbioenergy.co.uk

So basically you’re going to go into deadlock and to the ombudsman because they didn’t take the direct debit for two months and so are blocking your switch because you owe them money? I take it you contacted them when you realised payments weren’t going through and saw your statement balance was going into debt? (I bet if it was the other way round and they took out double from your account you’d be contacting them extremely quickly)

yes they didn’t take your payment, but you still used their electricity and we assume you therefore haven’t paid yet and I suspect you were “billed” on time (that’s the one thing they get right) so the balance isn’t just going to go away. They’re probably blocking the switch because they’d rather you paid now, rather than move away, cancel your direct debit(like you already have) and them have to chase you.

you still havent told us what your outstanding balance is? If it’s a few pounds then I of course understand your frustration. If it’s more than 50 quid then then it just looks like you’re trying to be difficult and get some compensation so you don’t have to pay as much. Like we’ve said, the quickest way to sort this out is to work out how much you’ve consumed till today and pay up the difference (don’t overpay), then your switch will go thru and on the final bill you can pay whatever is the residual balance. It will be much quicker and less hassle than the complaints process. But sounds like you are banking on their general incompetence to get some compensation, and you may well be successful but you’ll just prolong things.

I am not trying to cash in, and you are not being rational/logical, because you are not addressing the main issue: switch. I am more than happy to pay the residual balance, once they switch me. The fact is still the same, there is no justification for stopping/delaying the switch. if you want to me to bend my back at 90 degrees, you are lowering the bar in this forum. Things need to be adjusted professionally, your support towards this cheeky company is totally unnecessary.

They aren't going to switch you until you pay.  Otherwise that would be an easy way for people to never pay any bills.  Just keep switching supplier every time the outstanding debt gets too big and you're threatened with being cut off.

Ofgem rules allow them to block any switch if the outstanding debt is too big.