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Symbio Energy feedback

edited 4 February 2019 at 8:00PM in Energy
1.8K replies 101.1K views
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  • TafrockTafrock Forumite
    630 posts
    500 Posts Second Anniversary
    ✭✭
    I had this non recognition of symbio as an energy provider with my natwest rewards account

    I kept on and on at the rewards customer service people insisting that they recognise symbio (an ofgem licensed electricity provider for domestic supplies)

    Eventually they did and backdated all my rewards. Initially they kept insisting symbio was a business only supplier but I put them right (apparantly symbio were business only initially)

    Keep on at santander. Tell them natwest rewards recognise them. Ask them why they don't recognise symbio but recognise defunct companies like iresa

    Good luck
  • info_addictinfo_addict Forumite
    293 posts
    My bill arrived yesterday aswell, all checked and correct - right down to the last penny :D:)

    The only issue I have and I'm sure it was mentioned earlier in the thread, I have a Santander 123 account & earn 2% cashback on energy bills.

    For some reason Santander don't recognise Symbio as an energy provider. Its not a massive problem, but does mean I'm missing out on an extra few ££ a year.

    Contacted Santander yesterday and they have just confirmed today that they have added Symbio to their list of approved suppliers.:T
  • MABLEMABLE Forumite
    4K posts
    Part of the Furniture 1,000 Posts
    ✭✭✭✭
    Latest ramblings from Symbio received this very day.


    We would like to sincerely apologise if you have had issues with your bills being reconciled with your meter reads being supplied. We are working towards fixing our customer portal which should be ready in 3 -4 weeks. We will keep you informed with updates when it will be ready.

    In the meantime please can you continue to email your reads to [email protected] if you cannot do so through the customer portal.

    Current Billing Cycle
    The current tariff you are on means that you will be billed one month in advance based upon your EAC (estimated annual consumption). This was given to us at the point of your registration. We divide this by 365 days and arrive at a daily consumption rate which is then multiplied by the number of days for the month we are billing in advance.

    For Example:

    EAC = 3100 KwH

    3100KwH / 365 days = 8.49 KwH per day.

    July has 31 days, therefore we would bill 31 x 8.49 KwH = 263.19 KwH for the month. This is then applied to your rates for the single or dual (day and night) tariff that you are on. The standing charge will also be added for the number of days being billed.

    The monthly billing cycle occurs between the 2nd of the current month until the 1st of the following month. E.g. 02/07/19 to 01/08/19.


    We aim to bill every customer by the 7th of every month and collections of payment occurs up to 7 days after unless agreed otherwise. Should we be delayed in the billing we will inform you accordingly to let you know.

    Meter Read Adjustments
    We have now changed our systems so that we can adjust the coming bill with your monthly plan. This will mean immediate reconciliation will be done on a monthly basis.

    Please see the following example to understand this better:

    The consumption for the previous month was based upon your EAC of 8.49 KwH a day. This was for the period of 02/06/19 to 01/07/19 (30 Days). The total consumption you were charged for was 254.7 KwH (8.49 KwH x 30 days).

    If your opening meter read on 02/06/19 was 4000 and the closing was 4200 then you total consumption for the period was 200 KwH. Therefore, you have paid an additional 54.7KwH.

    The July 19 bill would be forward billed therefore, no meter reads can be given for this period. As stated in the example under the ‘Current Billing Cycle’ heading the July 19 bill would be billed at 254.7 KwH.

    However, from the meter reads you have supplied we would deduct 54.7KwH and only bill you for 200 KwH to adjust the over payment and reconcile this with your actual bill. Therefore, your monthly total collected may change. There could be an increase if the meter reads are higher than the estimated bill from the previous month too.

    We respectfully ask that you submit all meter reads by the 2nd of every month so that we can bill you accordingly and make the necessary adjustments from the previous month. If any meter reads are given after this date, then it will be included in the next month’s bill. If no meter read is provided by this date, then we will continue to bill based upon EAC.

    We will send email reminders for meter reads on a monthly basis and you are free to submit this to us at your convenience. We will be billing on the 10th – 11th July 2019 and will consider any reads submitted by the 6th of July 2019. All reads thereafter will be considered in your next monthly bill.

    Once again, we apologise for any inconvenience caused. We are constantly working to provide you the best service possible and aim to continue to do so.

    unquote

    Its just too much for an old lady to take in on this hot summers day!!!!!!!!!!
  • TafrockTafrock Forumite
    630 posts
    500 Posts Second Anniversary
    ✭✭
    Yes I thought it was quite lengthy. On a plus though not one language inaccuracy in that epic
  • FelineFunkFelineFunk Forumite
    28 posts
    From their website, under about us, it says:
    We are an innovative provider and will lead the energy industry by example. Symbio inspires change and will be switching to green energy to tackle climate change. Low Prices, No Fixed-term Contracts, and No Penalties. Simple and Fair.

    However, when I just obtained an online quote I was offered 3 tariffs, the first two of which are fixed for 12 months

    Whilst the first tariff, Symbio Monthly DD Fixed July 2019 v2, has no early exit fee, the second offering, Symbio Summer Saver 19 v3, appears to have a £25 early exit fee.

    Never good to see a supplier, especially a new one, contradicting themselves on their own website.

    Reminds me of another new-ish supplier starting with 'S' that once proudly claimed thay did not believe in daily standing charges; today they only offer tariffs with daily standing charges (and their feedback on this site is somewhat lacking)
  • edited 5 July 2019 at 5:02PM
    FelineFunkFelineFunk Forumite
    28 posts
    edited 5 July 2019 at 5:02PM
    MABLE wrote: »
    Latest ramblings from Symbio received this very day.


    We would like to sincerely apologise if you have had issues with your bills being reconciled with your meter reads being supplied. We are working towards fixing our customer portal which should be ready in 3 -4 weeks. We will keep you informed with updates when it will be ready.

    In the meantime please can you continue to email your reads to [EMAIL="meterreads@symbioenergy.co.uk"][email protected][/EMAIL] if you cannot do so through the customer portal.

    Current Billing Cycle
    The current tariff you are on means that you will be billed one month in advance based upon your EAC (estimated annual consumption). This was given to us at the point of your registration. We divide this by 365 days and arrive at a daily consumption rate which is then multiplied by the number of days for the month we are billing in advance.

    For Example:

    EAC = 3100 KwH

    3100KwH / 365 days = 8.49 KwH per day.

    July has 31 days, therefore we would bill 31 x 8.49 KwH = 263.19 KwH for the month. This is then applied to your rates for the single or dual (day and night) tariff that you are on. The standing charge will also be added for the number of days being billed.

    The monthly billing cycle occurs between the 2nd of the current month until the 1st of the following month. E.g. 02/07/19 to 01/08/19.


    We aim to bill every customer by the 7th of every month and collections of payment occurs up to 7 days after unless agreed otherwise. Should we be delayed in the billing we will inform you accordingly to let you know.

    Meter Read Adjustments
    We have now changed our systems so that we can adjust the coming bill with your monthly plan. This will mean immediate reconciliation will be done on a monthly basis.

    Please see the following example to understand this better:

    The consumption for the previous month was based upon your EAC of 8.49 KwH a day. This was for the period of 02/06/19 to 01/07/19 (30 Days). The total consumption you were charged for was 254.7 KwH (8.49 KwH x 30 days).

    If your opening meter read on 02/06/19 was 4000 and the closing was 4200 then you total consumption for the period was 200 KwH. Therefore, you have paid an additional 54.7KwH.

    The July 19 bill would be forward billed therefore, no meter reads can be given for this period. As stated in the example under the ‘Current Billing Cycle’ heading the July 19 bill would be billed at 254.7 KwH.

    However, from the meter reads you have supplied we would deduct 54.7KwH and only bill you for 200 KwH to adjust the over payment and reconcile this with your actual bill. Therefore, your monthly total collected may change. There could be an increase if the meter reads are higher than the estimated bill from the previous month too.

    We respectfully ask that you submit all meter reads by the 2nd of every month so that we can bill you accordingly and make the necessary adjustments from the previous month. If any meter reads are given after this date, then it will be included in the next month’s bill. If no meter read is provided by this date, then we will continue to bill based upon EAC.

    We will send email reminders for meter reads on a monthly basis and you are free to submit this to us at your convenience. We will be billing on the 10th – 11th July 2019 and will consider any reads submitted by the 6th of July 2019. All reads thereafter will be considered in your next monthly bill.

    Once again, we apologise for any inconvenience caused. We are constantly working to provide you the best service possible and aim to continue to do so.

    unquote

    Its just too much for an old lady to take in on this hot summers day!!!!!!!!!!

    This seems a vey long-winded way to say what their term 3.3.6 says:
    3.3.6. Symbio Energy will invoice the customer in advance on the basis of the estimated annual energy consumption of the premises receiving the energy supply. The amount taken on the first direct debit will vary depending on when in the month, the switch to Symbio Energy has happened. Thereafter, the customer will receive a bill based upon the EAC or actual meter read. The invoice amount will be deducted from the monies held on account and an amount equivalent to the estimated monthly usage will be taken via direct debit. At the end of the deemed contract, the customer will be
    given a refund if Symbio Energy is holding onto any credit balances or a final direct debit amount will be taken to settle any outstanding invoices.
    What worries me though is what has happened to terms 3.3.1, 3.3.2, 3.3.3, and 3.3.4 :huh:

    I think the above must relate to smart metered customers as term 3.5 says:
    3.5. If you have a standard meter, you must either pay the amount shown on your bill in accordance with your chosen payment method or the fixed monthly amount you have agreed to pay in advance. The is detailed in the tariff you have chosen.
    which nicely couples with term 3.18 amongst others
    3.18. Symbio Energy aims to review the amount, date and frequency of your automatic payments at least twice a year to make sure you’re not paying too much or too little. When we intend to make any changes to your automatic payment, we will notify you by email (normally 10 working days) in advance of the payment being taken, or such other period as we may agree.
  • TafrockTafrock Forumite
    630 posts
    500 Posts Second Anniversary
    ✭✭
    Received latest bill today and I'm very happy with it. As promised symbio are now taking our meter readings into consideration and revising our bills. They use a method called variance units. In my case £5.04 overpayment has been returned to me

    Seems a bit overcomplicated to me. All they need to do is email us. Ask for a reading on such a date and bill us. But in effect what they do is calculate an estimated bill based on your estimated annual usage you supplied at sign up

    They then compare this to any readings you have supplied and reimburse the difference

    Weird but I'm happy with the cost and service I'm getting now

    Saving money that's what it's all about after all
  • MABLEMABLE Forumite
    4K posts
    Part of the Furniture 1,000 Posts
    ✭✭✭✭
    My bill arrived on the 16 July and thought everything seemed in order. However they have now sent another bill yesterday apologising for the error and have revised the bill down to £20 from £34.00. Even now I am at a loss how they arrived at the new figure as I give them a meter reading and picture of meter every day to avoid any errors. Oh well I have tried.
  • elucidateelucidate Forumite
    27 posts
    Sixth Anniversary 10 Posts
    Last week, I initiated a dual-fuel switch to a variable Orbit Energy tariff, saving £12 on gas, and £109 on electricity per year.

    Whilst still being in the cooling-off period, I noticed yesterday that I could save £125 on electricity by switching to Symbio, the upside being it's a fixed tariff with no exit fee, the downside being I'll have to stick to my existing gas supplier, as Orbit do not support gas-only supply.

    The net difference between dual-fuelling to Orbit, and switching only electricity to Symbio, is £4 for the year. But I decided to go for Symbio because it's fixed. Hopefully it was the right decision.
  • TafrockTafrock Forumite
    630 posts
    500 Posts Second Anniversary
    ✭✭
    Try zog for gas only. They are very competitive. That's who I'm with
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