UPDATE - Symbio - email not received

lisyloo

niktheguru said:

lisyloo said:

Continuing to make informed tariff and consumption choices

31F.3 The licensee must ensure that each Domestic Customer is provided with information, services and/or tools in a Form and at a frequency sufficient to enable that Domestic Customer to:

(a) understand the key features of their Tariff, including any charges, fees or payments; and

(b) make informed choices in when, and how much, [electricity/gas] that Domestic Customer consumes, including prompting that Domestic Customer to consider ways to be more efficient and/or flexible in how and when that Domestic Customer consumes [electricity/gas]

How does the above "ofgem quote" suggest that any provider has to give you multiple reminders? the "frequency" remark doesn't necessarily mean they have to send you multiple reminders. They could argue they gave you a months notice.
Of course you can complain because you don't think you were given any notice before the variable rate changed, but i wouldn't pin it all on not getting multiple reminders.
When your bank account changes their interest rates, do they send you multiple letters, or just one saying in x months the rate is changing and here are 

I believe the reminder was intended to remind me of something.
so end date on bill not provided plus whatever I was being reminded of missing also and you think that’s fair dos ?

rp1974

Fair enough,sounds to me as that if your on a fixed tariff you get three reminders over the space of six weeks,if your on a variable you get three over four weeks.

Could well be mistaken,that's only my take on what it's saying.
I wouldn't be expecting a reminder of a reminder,your view may differ.
As you say down to the Ombudsman,please do post back when there's been a determination made as will probably prove useful to others who find themselves in a similar predicament.

lisyloo

niktheguru said:

lisyloo said:

Continuing to make informed tariff and consumption choices

31F.3 The licensee must ensure that each Domestic Customer is provided with information, services and/or tools in a Form and at a frequency sufficient to enable that Domestic Customer to:

(a) understand the key features of their Tariff, including any charges, fees or payments; and

(b) make informed choices in when, and how much, [electricity/gas] that Domestic Customer consumes, including prompting that Domestic Customer to consider ways to be more efficient and/or flexible in how and when that Domestic Customer consumes [electricity/gas]

How does the above "ofgem quote" suggest that any provider has to give you multiple reminders? the "frequency" remark doesn't necessarily mean they have to send you multiple reminders. They could argue they gave you a months notice.
Of course you can complain because you don't think you were given any notice before the variable rate changed, but i wouldn't pin it all on not getting multiple reminders.
When your bank account changes their interest rates, do they send you multiple letters, or just one saying in x months the rate is changing and here are your options?

Do you think they are complying by putting

end date: NA

on the bills?

WRT bank id expect to be able to find out what rate I was on and when it was ending. That doesn’t seem to be an option with Symbio especially if the OMIT from their bills. I’d that fair for them to redact the information?

lisyloo

rp1974 said:

Fair enough,sounds to me as that if your on a fixed tariff you get three reminders over the space of six weeks,if your on a variable you get three over four weeks.

Could well be mistaken,that's only my take on what it's saying.
I wouldn't be expecting a reminder of a reminder,your view may differ.
As you say down to the Ombudsman,please do post back when there's been a determination made as will probably prove useful to others who find themselves in a similar predicament.

You do realise I got nothing at all right?
plus end date of “NA” on bills which also indicated if wasn’t ending?

yes I agree I cannot rely on one lost email but it should have been on the bill shouldn’t it? 

Why is it acceptable for them to leave it off the bill ?

niktheguru

Are you on a fixed rate deal or a variable rate deal? You've already stated you chose a variable rate tariff.
If you are on a fixed rate deal then there should be an end date on your bill.
If you are on a variable rate deal then there will be no end date, because thats the whole point, its variable, so it can change at any point, but they should give you notice for when its about to change so you can decide to switch supplier, change tariff or stick with what its changing to.
No supplier will give you an end date on a variable tariff. If you had an end date it would be a FIXED TARIFF!

A reminder is for when people are on fixed rate deals and they should be "reminded" that the deal is about to end on the date they agreed, at that point they can choose another fixed deal, go on a variable rate deal, or by default go to a standard rate.

Did symbio put you on their standard rate deal? or did they put you on a different variable rate renewal deal?

You can fight this argument for however long you want, but the bottom line is essentially whether they sent you the notice of a change of tariff or not. The sensible customer service thing would have been for symbio to just give you the month on your previous tariff and change your tariff instantly to whatever you wanted. It doesn't help they're dragging their heels. All this though over £2-3. Surely the ombudsman has better things to do (obviously not)

Tallerdave

What's weird about Symbio's variable rates is that they don't vary them. They cancel them and switch you to a new variable rate. So they're effectively fixes where the end date is (allegedly) sent to you some time before it occurs. 

Very peculiar, but it's Symbio, so to be expected I suppose!

Mr_K

Tallerdave said:

What's weird about Symbio's variable rates is that they don't vary them. They cancel them and switch you to a new variable rate. So they're effectively fixes where the end date is (allegedly) sent to you some time before it occurs. 

Very peculiar, but it's Symbio, so to be expected I suppose!

There is a logic to it. Hope the customer forgets/overlooks/loses the mail, takes no action, then they get put onto an expensive tariff, like the OP. 
The fact they are now trying this on every couple of months, has convinced me to go for a fixed tariff ( so they sort of win there aswell they've got me for 12 mths, assuming they don't go under). There's a clever/devious person behind Symbio ! 

CRISPIANNE3

lisyloo said:

niktheguru said:

lisyloo said:

Continuing to make informed tariff and consumption choices

31F.3 The licensee must ensure that each Domestic Customer is provided with information, services and/or tools in a Form and at a frequency sufficient to enable that Domestic Customer to:

(a) understand the key features of their Tariff, including any charges, fees or payments; and

(b) make informed choices in when, and how much, [electricity/gas] that Domestic Customer consumes, including prompting that Domestic Customer to consider ways to be more efficient and/or flexible in how and when that Domestic Customer consumes [electricity/gas]

How does the above "ofgem quote" suggest that any provider has to give you multiple reminders? the "frequency" remark doesn't necessarily mean they have to send you multiple reminders. They could argue they gave you a months notice.
Of course you can complain because you don't think you were given any notice before the variable rate changed, but i wouldn't pin it all on not getting multiple reminders.
When your bank account changes their interest rates, do they send you multiple letters, or just one saying in x months the rate is changing and here are your options?

Do you think they are complying by putting

end date: NA

on the bills?

WRT bank id expect to be able to find out what rate I was on and when it was ending. That doesn’t seem to be an option with Symbio especially if the OMIT from their bills. I’d that fair for them to redact the information?

This is what is shown on my account
Tariff Plan

Low Fair and Green 15M Fixed SE02 v1

Tariff Start Date

08-Dec-2020

Tariff End Date 

31-Mar-2022

Exit fee 

£ 30.00

Standing Charges (VAT Exclusive)

19.048 p per day

Flat Rate (VAT Exclusive)

10.246 p per kWh

niktheguru

Mr_K said:

Tallerdave said:

What's weird about Symbio's variable rates is that they don't vary them. They cancel them and switch you to a new variable rate. So they're effectively fixes where the end date is (allegedly) sent to you some time before it occurs. 

Very peculiar, but it's Symbio, so to be expected I suppose!

There is a logic to it. Hope the customer forgets/overlooks/loses the mail, takes no action, then they get put onto an expensive tariff, like the OP. 
The fact they are now trying this on every couple of months, has convinced me to go for a fixed tariff ( so they sort of win there aswell they've got me for 12 mths, assuming they don't go under). There's a clever/devious person behind Symbio ! 

In fairness, the way prices are going throughout the industry at the moment, it makes sense that most people go on a fixed currently. Prices just seem to keep rising. I dont blame symbio for increasing their prices, everyone else seems to be doing it too. Though as you say the method of doing it leaves a lot to be desired.

niktheguru

CRISPIANNE3 said:

Do you think they are complying by putting

end date: NA

on the bills?

WRT bank id expect to be able to find out what rate I was on and when it was ending. That doesn’t seem to be an option with Symbio especially if the OMIT from their bills. I’d that fair for them to redact the information?

This is what is shown on my account
Tariff Plan

Low Fair and Green 15M Fixed SE02 v1

Tariff Start Date

08-Dec-2020

Tariff End Date 

31-Mar-2022

Exit fee 

£ 30.00

Standing Charges (VAT Exclusive)

19.048 p per day

Flat Rate (VAT Exclusive)

10.246 p per kWh

Exactly, because you're on a fixed tariff. A variable tariff doesn't have an end date, they can change it at any time, they just have to give you notice of the change. (hence the email stating the change.....they could make it easier for themselves by just saying the price is changing, instead they say "this variable tariff is ending and you'll be put on another variable rate tariff"