UPDATE - Symbio - email not received

rp1974

Select My Account drop box,click Customer portal.
Member Login should appear,a Select Customer Reference splash screen should appear with a dropbox,select your Customer Reference Number which should be prefilled,click Proceed which should take you to the dashboard.
That's assuming everything is working as it should be,if there's any problem try disabling pop-up and ad blockers temporarily.
Dont know what to suggest if you cant get reset password emails.

niktheguru

rp1974 said:

Select My Account drop box,click Customer portal.
Member Login should appear,a Select Customer Reference splash screen should appear with a dropbox,select your Customer Reference Number which should be prefilled,click Proceed which should take you to the dashboard.
That's assuming everything is working as it should be,if there's any problem try disabling pop-up and ad blockers temporarily.
Dont know what to suggest if you cant get reset password emails.

If you can't get reset password emails could that be linked to why you didn't get the change of tariff email. Is there a fault on their system with your email address, have they got it written down wrong? Spelling mistake etc.

Might be worth getting in touch and telling them this. May add weight to your argument that you didn't get the tariff email.

lisyloo

niktheguru said:

rp1974 said:

Select My Account drop box,click Customer portal.
Member Login should appear,a Select Customer Reference splash screen should appear with a dropbox,select your Customer Reference Number which should be prefilled,click Proceed which should take you to the dashboard.
That's assuming everything is working as it should be,if there's any problem try disabling pop-up and ad blockers temporarily.
Dont know what to suggest if you cant get reset password emails.

If you can't get reset password emails could that be linked to why you didn't get the change of tariff email. Is there a fault on their system with your email address, have they got it written down wrong? Spelling mistake etc.

Might be worth getting in touch and telling them this. May add weight to your argument that you didn't get the tariff email.

Well that has occurred to me but strangely enough there is no issue with
 receiving their bills or DD notices.
the email address is correct.
I don’t remember registering or getting an activate email but it says it was registered on 29/3.
I will try getting in touch when I have hours to spend phoning them. I’m not getting email responses but will keep trying.

lisyloo

what symbio needed to do was inform you via email or post of a change in tariff/rate or movement to new variable rate tariff and that it was going to change on a certain date. That is what the email you were supposedly sent was for. That is what I agree you should have been sent, and what I have said all along is the important notification here. The fact you didn’t get it is the problem…….the rest of your argument I don’t agree with as stated above!

Thanks for your perspective.
my expectation of a reminder is that something should precede it I.e. the thing  it is reminding you of.

MWT

Just as an example of what another supplier did in similar circumstances, when SSE changed prices on a variable tariff they sent one email 35 days before the date of the price price, no other emails were sent.

I doubt you are going to find that the Ombudsman considers one email to be insufficient.

You would also expect there to be information about the change in your online account but it doesn't sound like you were using it...

rp1974

lisyloo said:
Well that has occurred to me but strangely enough there is no issue with

 receiving their bills or DD notices.
the email address is correct.
I don’t remember registering or getting an activate email but it says it was registered on 29/3.
I will try getting in touch when I have hours to spend phoning them. I’m not getting email responses but will keep trying.

That is unusual,youd think that if you receive any emails then surely you should receive them all,quite reasonably.
At the bottom of the Member Login there's a Registered to Symbio Energy?,Create your Account button did you ever use that to try setting up online access?,have you ever been able to login and get to the dashboard?.
Seems something isn't quite right somewhere,almost as if your not registered or similar issue,definitely phone and try explaining that to them.

lisyloo

rp1974 said:

lisyloo said:
Well that has occurred to me but strangely enough there is no issue with

 receiving their bills or DD notices.
the email address is correct.
I don’t remember registering or getting an activate email but it says it was registered on 29/3.
I will try getting in touch when I have hours to spend phoning them. I’m not getting email responses but will keep trying.

That is unusual,youd think that if you receive any emails then surely you should receive them all,quite reasonably.
At the bottom of the Member Login there's a Registered to Symbio Energy?,Create your Account button did you ever use that to try setting up online access?,have you ever been able to login and get to the dashboard?.
Seems something isn't quite right somewhere,almost as if your not registered or similar issue,definitely phone and try explaining that to them.

When I try creating my account it says “the email is already registered please try to login using account number and postcode” - I can’t see how to do that although I can submit meter readings.
no I’ve never been able to use the dashboard and I don’t recall registering.
I will phone them and let you know how it goes but I’ve found it incredibly difficult to get through.
i hope it’s clear why I don’t believe one email is sufficient (I don’t believe email is reliable enough).

rp1974

Wouldn't swear to it but not having registered and having access to the dashboard might be causing issues somewhere.
It will be hard to get them on the phone,yes it's still a better bet than relying on email.
It's always been clear why you dont think one email is sufficient,I can see your point,my possibly mistaken take on it is that if regulations state specifically that one email is enough then realistically what you,I,whomever think is neither here nor there,basically.

lisyloo

rp1974 said:

Wouldn't swear to it but not having registered and having access to the dashboard might be causing issues somewhere.
It will be hard to get them on the phone,yes it's still a better bet than relying on email.
It's always been clear why you dont think one email is sufficient,I can see your point,my possibly mistaken take on it is that if regulations state specifically that one email is enough then realistically what you,I,whomever think is neither here nor there,basically.

I kind of agree in that as far as I can tell email is now "deemed served" same as post.
e.g. if an NIP (notice of intended prosecution) is put in the post (snail mail) then it's deemed as served whether you receive it or not.
Of course most of us would feel it was unfair if we never received it but I'm agreeing that AFAIK that's the legal situation.

However I believe I can now prove that I'm not receiving emails at least from the "password reset" button.
I can video that and prove it.
It does actually say "Password has been sent to your registered email address" as opposed to "No record exists for this entry".
I believe this proves that Symbio have an issue sending email to my account.
Does that change things in your opinion?

I have asked them to fix the email issue several times now and each time they say "it will be fixed in 24 hours, try tomorrow" and each time it is not fixed.
I have dates and times of all comms.

BTW - they have since refused my switch from the expensive tarrif to a cheap fix (without notifying me) . I am now switching away from them.

lisyloo

Ombudman has now come back to me so I'll summarise.
They said that sending an email and having proof of sending is sufficient.
However they did find major short comings in Symbio's customer service - in both resolving the tariff issue and the email issue.
Someone predicted this corrected.
I've been offered a better tariff from 1/6/21, apology & £30 and I'm happy with the resolution.
I did switch away fairly swiftly anyway to minimse losses.