Symbio credit £191.

musicman100

I am in the same position. I have just rung EON and they said my new supplier is responsible for the refund? I moved over in September.I never received a final bill from them.

What is the legal position for this?

Thanks

emmajones1976

To wait until they have sorted it. Very few people have received refunds yet, the process isnt very fast, moaning isnt going to make it any quicker.

molerat

The SoLR is responsible for all matters regarding the failed supplier and are paid to do that.  Those who had left will be attended to eventually, just don't hold your breath as, in my daughter's case with a previous supplier failure, it could take a year or more to actually get that money. But you will get it, just make sure you keep all necessary documentation - I have all my bills saved as PDF and screen shots of all the account pages..

groovygav

I left Symbio in May and got my final bill, nearly £280 credit, at the beginning of September. I tried to get them to refund me but they said they couldn't because they had changed bank accounts. Total nonsense, but anyway, here we are.

Having seen on the E.ON Next website that they've transferred nearly all Symbio's customers so if I haven't heard from them I should get in touch, I got in touch, a few minutes ago.

Well, all the "current" ex-Symbio customers went live on Monday, and they are now going through the process of finding all the other accounts where money is owed and issuing cheques. There are two flies in the ointment. One, there is "no timescale" for this. Two, they (at least the agent I spoke to) don't have access to any list of affected customers, so she couldn't even confirm that I will get my money without further intervention.

I agree with previous comments that this is more a case of sit and wait than complain to E.ON Next or the ombudsman. Of course if you're in financial distress as a result of money owed, that's different.

The last thing I was told, by a genuinely nice agent, was to give it "a couple of weeks" before checking again. That sounds a bit optimistic, but if they haven't sent my cheque by then, they might at least have a better idea of how long it might be.

musicman100

Hi Just spoken to Ofgem. They say the money is protected but it will be Azets.co.uk, the administrators  who will deal with the money owed. But it could take a bit of time. So eventually we should get it back. Dont know how hard it will be in the amount they offer is not the amount you are owed!!

brewerdave

musicman100 said:

Hi Just spoken to Ofgem. They say the money is protected but it will be Azets.co.uk, the administrators  who will deal with the money owed. But it could take a bit of time. So eventually we should get it back. Dont know how hard it will be in the amount they offer is not the amount you are owed!!

That's wrong !! The Symbio administrators will produce all the final bills and chase up any debtors - any credits will be the responsibility of EON Next once the final statements are forwarded.

Rodders53

groovygav said:

Well, all the "current" ex-Symbio customers went live on Monday, and they are now going through the process of finding all the other accounts where money is owed and issuing cheques. 

That's not entirely accurate.  They have, finally, issued ex Symbio customers account numbers and we can gain access to their customer portal and can set up DD details if necessary.  But not much else.
Indeed, checking today they say for me (Leccy only, my bold)

Electricity
Next Flex
You’re on track.
All the checks look good.
We’ve gone through all the details we need for your switch and they’re correct.
There’s a few more bits to do and then you should be with us from 28 November

musicman100

That's not entirely accurate.  They have, finally, issued ex Symbio customers account numbers and we can gain access to their customer portal and can set up DD details if necessary.  But not much else.

Indeed, checking today they say for me (Leccy only, my bold)

I have received nothing from EON just phoned them to ask about it and they said again they are not responsible to pay back the money that Symbio owe me. They have no record of me. Any idea what you can do? Ring the administrators? 

QrizB

musicman100 said:

That's not entirely accurate.  They have, finally, issued ex Symbio customers account numbers and we can gain access to their customer portal and can set up DD details if necessary.  But not much else.

Indeed, checking today they say for me (Leccy only, my bold)

I have received nothing from EON just phoned them to ask about it and they said again they are not responsible to pay back the money that Symbio owe me. They have no record of me. Any idea what you can do? Ring the administrators? 

Are you phoning E.ON https://www.eonenergy.com/ or E.ON Next https://www.eonnext.com/ ?

From https://www.eonnext.com/symbio-energy:

musicman100

I am phoning EON Next and this is the second time they have tried to say its my new electricity company that owe me the money!! Its like they have been told to say that. I spoke to someone when it first happened and they said dont worry you will get the money phone back in a month which is what I did. But twice now they have changed their story and they check on their system and say no record of you. i also quoted this as well

’I've left Symbio Energy, but have a credit balance. Will E.ON Next pay me this money?
E.ON Next will honour credit balances for both current and past customers of Symbio Energy who are owed money.
E.ON Next will review details of any debt or credit on your account and contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take some time, as E.ON Next needs to receive and process your records, and calculate your final account balance.

from Azets site.

But still kept saying no its not us that owe you that money.

So who can I contact now/