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  • FIRST POST
    • wavelets
    • By wavelets 4th Feb 19, 3:29 PM
    • 1,162Posts
    • 514Thanks
    wavelets
    Symbio Energy feedback
    • #1
    • 4th Feb 19, 3:29 PM
    Symbio Energy feedback 4th Feb 19 at 3:29 PM
    Anyone have any feedback on Symbio Energy?

    They seem to be a new supplier; electric only at this time.
    I think they launched 01-Dec-2018.

    They are suddenly appearing on a comparison site with quite a competitive price, at least for the Eastern region. (I've not checked other supply regions yet)

    Here is their website

    https://symbioenergy.co.uk/

    Oddly, there is no way to get a quote or switch via their website ; it says you have to call or email them (see their FAQ page, found under Support)

    They are currently 100% owned by Dispensary Holdings Limited
    Last edited by wavelets; 04-02-2019 at 6:00 PM.
Page 10
    • Johnnos
    • By Johnnos 4th May 19, 5:20 PM
    • 4 Posts
    • 0 Thanks
    Johnnos
    Link as specified in the OP is working OK here

    Having said that, there does seem a short delay in loading the top part of the page, which is the part that provides for an online quote, and according to this thread was an addition after launch. (or maybe just accesses another service provider as many of the smaller supplier websites do when requesting a quote)
    Originally posted by Benight
    Thanks for looking, it must be my connection or something to do with my browser or machine, my connection is painfully slow.
    • Tafrock
    • By Tafrock 4th May 19, 6:32 PM
    • 417 Posts
    • 107 Thanks
    Tafrock
    Glad everyone is sticking together and still posting relentlessly. I post so often because as fewkeste said I do have concerns about this company. I'm willing to give them a go, not too bothered about the so called advance billing as its really what most other companies do. You pay a monthly sum and its offset by the bill issued a couple of weeks later. Don't really understand the 3 monthly thing though. Especially as this company initially wanted us all to have smart meters installed. I'll stick with them for now, take my fiver (thank you very much) but continue taking readings when I feel the need to do so. If I'm regularly over billed I'll take it up with them. Especially as due to their opening reading !!!! up my meter doesn't even read what they've estimated it to be on May 2. It's currently reading 8509.9 and they estimated it to be 8541.5 on the 2nd. As I said earlier they took my may 1st reading as my April 24th reading. Hopefully powershop will bill to that may 1st reading.

    As for the relentless posting this threads only at 10 pages. Last time I looked (in part due to eager contributors like myself and fewkeste) my previous suppliers powershops thread was in excess of 55 pages
    • Tafrock
    • By Tafrock 4th May 19, 6:41 PM
    • 417 Posts
    • 107 Thanks
    Tafrock
    Oops yet another post. So soon after the last post too. Apologies in advance to those I may infuriate.

    However I have just been on trust pilot and symbios thread has become quite active in last 24 hours

    So active they have taken the time to respond in person and we now have the name of their senior customer services rep

    Here's one of their many replies.

    Dear Reviewer
    Thank you for taking the time to letting us know about our performance. We are sorry, we have let you down. We acknowledge our shortcomings and are working on improving our service. We will try and become a 'proper teapot' but your point is well made. The customer is always right and for this we sincerely apologise. If you are minded, please e-mail our senior customer service manager on sam.b@symbioenergy.co.uk and we will see if we can arrange some small recompense for your troubles.

    We wish you well for the future

    Best wishes


    Symbio Energy Team
    • Dizzee Rebel
    • By Dizzee Rebel 4th May 19, 7:28 PM
    • 77 Posts
    • 28 Thanks
    Dizzee Rebel
    Oops yet another post. So soon after the last post too. Apologies in advance to those I may infuriate.

    However I have just been on trust pilot and symbios thread has become quite active in last 24 hours

    So active they have taken the time to respond in person and we now have the name of their senior customer services rep

    Here's one of their many replies.

    Dear Reviewer
    Thank you for taking the time to letting us know about our performance. We are sorry, we have let you down. We acknowledge our shortcomings and are working on improving our service. We will try and become a 'proper teapot' but your point is well made. The customer is always right and for this we sincerely apologise. If you are minded, please e-mail our senior customer service manager on sam.b@symbioenergy.co.uk and we will see if we can arrange some small recompense for your troubles.

    We wish you well for the future

    Best wishes


    Symbio Energy Team
    Originally posted by Tafrock
    Another thing that irritates me... they don't work weekends. Not even a few hours on a Saturday morning, yet they are available to reply to comments on Trustpilot...
    • Tafrock
    • By Tafrock 4th May 19, 7:38 PM
    • 417 Posts
    • 107 Thanks
    Tafrock
    Totally agree dizzee rebel. My bill states customer services opening hours as Monday to Friday 9 til 6. However website contains this 'Symbio Energy Customer Serivces: Monday-Friday 9am-6pm & Saturday 9am-3pm'

    It's little things like this that are letting the company down. I'm willing to give them a chance but conflicting information isn't helping

    I shall post a trust pilot review as invited to on my bill. I will mention this and other discrepancies

    I will also invite symbio to appoint a forum representative to answer queries on this thread. Other companies do the same. After all symbio customer services have plenty of time on their hands at weekends
    • Dizzee Rebel
    • By Dizzee Rebel 4th May 19, 8:03 PM
    • 77 Posts
    • 28 Thanks
    Dizzee Rebel
    However website contains this 'Symbio Energy Customer Serivces: Monday-Friday 9am-6pm & Saturday 9am-3pm'
    Originally posted by Tafrock
    Well, how sneaky is that? Had I known this, I would have phoned them earlier today. I've just check my bill email & it states:

    "Should you need any further information, please do not hesitate to contact the Customer Services Team on 0800 041 8110 or email us at customerservices@symbioenergy.co.uk The Customer Service hours are from 9.00 am to 6.00 pm, Monday to Friday."

    No mention of Saturday.

    After all symbio customer services have plenty of time on their hands at weekends
    Originally posted by Tafrock
    Not after people read this, you've let the cat out of the bag, so to speak
    • Dobbibill
    • By Dobbibill 7th May 19, 7:28 PM
    • 3,745 Posts
    • 5,050 Thanks
    Dobbibill
    Update from me.

    Email dropped into my inbox first thing this morning with a bill attached going from my switch over date, 22/04/19 to 02/05/19.

    The opening reading didn't match the one I submitted but as long as it matches my closing reading on my previous provider, I'm not overly concerned.

    It is an estimated bill as I hadn't submitted any further readings since switching and mentions a due date on it but goes on to state, if paying by DD this will be an automated transaction, which I've took to mean they will collect my normal agreed amount.

    I've since submitted an up to date reading and will do so regularly going forward as I did with my other provider so we will see if future bills are still estimated or actual/customer readings.

    An hour and a half later, another email arrived regarding their change of T&Cs echoeing what someone else already said above about the small credit and extra 2 months by way of a 'thank you'.

    DD yet to be taken - I believe it is set up for one day next week.
    Will update the thread if that goes through as planned/expected.

    So far, so good - nothing that concerns me compared to any other provider.

    Dobbi
    Originally posted by Dobbibill

    NEW UPDATE
    Email just dropped in with an amended bill - email subject heading Symbio Energy Revised Electricity Bill for xxxxxxxx - April 2019

    A new bill (reduced from previous Estimated bill) although the same message re: automated process if on a DD.

    The bill is a few quid less than the previous bill although strangely still an E - estimated bill but with my reading that I submitted on the weekend as my 'previous reading' and a new lesser reading for the estimate thus making the calculation lower in s.

    Still not caused me any major concerns but thought I would keep the thread updated for others.

    Dobbi
    I'm a Board Guide on the Energy, Student Money Saving, UK Armed Forces and
    Local Money Saving - Wales boards. I'm a volunteer to help the boards run smoothly, and I can move and merge posts there.
    Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com. Any views are mine and not the official line of MoneySavingExpert.com.


    It's not about being the best -
    It's about being better than you were yesterday.
    • MABLE
    • By MABLE 8th May 19, 8:56 AM
    • 3,852 Posts
    • 2,024 Thanks
    MABLE
    I phoned them this am and very impressed with their telephone system. It advised me what place I was in the queue. They have given compensation for the issues raised. Also confirmed my account will be credited with 5.00 and two months extension on my fix tariff. The gentleman i spoke to was Deepak and extremely helpful.
    Last edited by MABLE; 08-05-2019 at 9:21 AM.
    • Tafrock
    • By Tafrock 8th May 19, 9:06 AM
    • 417 Posts
    • 107 Thanks
    Tafrock
    Excellent to hear this mable. I was impressed by the replies both to yours and my trustpilot review by symbio.

    I am waiting on a reply from my previous supplier (powershop) about my closing meter read so I can ring symbio myself and tell them what readings to use on my account.

    The customer service seems to be improving at symbio so I'm confident I will remain as a customer now
    • MABLE
    • By MABLE 8th May 19, 9:20 AM
    • 3,852 Posts
    • 2,024 Thanks
    MABLE
    Excellent to hear this mable. I was impressed by the replies both to yours and my trustpilot review by symbio.

    I am waiting on a reply from my previous supplier (powershop) about my closing meter read so I can ring symbio myself and tell them what readings to use on my account.

    The customer service seems to be improving at symbio so I'm confident I will remain as a customer now
    Originally posted by Tafrock
    I posted my review on Trust Pilot on Bank holiday Monday and by 6pm a resolution was reached at. How good is that. You would not get that with a lot of suppliers.
    • Tafrock
    • By Tafrock 8th May 19, 9:31 AM
    • 417 Posts
    • 107 Thanks
    Tafrock
    Looks like may have got in just in time for the cheapest rates too. Symbios latest tariff fixed dd monthly plan may is 15.89 a year dearer for me than the one I'm on. Its still the cheapest fix available though only beaten by outfox with their one variable 4.0. And of course as I'm accepting the revised terms and conditions and staying ill get my rate for 14 months now and a fiver bonus

    Keep it up symbio. You're heading on the right direction
    • sprocket1
    • By sprocket1 10th May 19, 7:19 PM
    • 9 Posts
    • 3 Thanks
    sprocket1
    Change of terms and conditions
    I was reasonably happy as all problems had been sorted on the phone and left a positive review on Trustpilot earlier today. Less happy now as they have just notified me of a change to their terms and conditions so I now have to pay a month in advance instead of in arrears. I had deliberately picked a slightly more expensive tariff instead of their 2 months in advance tariff to avoid all the problems of trying to recover a credit balance if they go bust.
    • Tafrock
    • By Tafrock 10th May 19, 9:33 PM
    • 417 Posts
    • 107 Thanks
    Tafrock
    The new arrangement as I understand it has you paying a fixed monthly fee. Around two weeks later you are sent a bill and what you have paid offsets the bill. Therefore it's only a matter of a fortnight advance payment. This is pretty much what all other electricity companies do. Yes I accept its payment in advance but it's not two or three months. Seems fair enough to me
    • Dobbibill
    • By Dobbibill 14th May 19, 4:39 AM
    • 3,745 Posts
    • 5,050 Thanks
    Dobbibill
    UPDATE

    1st DD has left this morning. I was expecting my projected amount to leave but the amount they have collected is the amount shown on my bill a week or so ago. This is only 37% of what I expected to be collected.

    I'm still not concerned as the money will just sit in the account, waiting to be collected.

    I will keep you all updated..........to be continued!
    Dobbi
    I'm a Board Guide on the Energy, Student Money Saving, UK Armed Forces and
    Local Money Saving - Wales boards. I'm a volunteer to help the boards run smoothly, and I can move and merge posts there.
    Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com. Any views are mine and not the official line of MoneySavingExpert.com.


    It's not about being the best -
    It's about being better than you were yesterday.
    • Tafrock
    • By Tafrock 14th May 19, 5:29 AM
    • 417 Posts
    • 107 Thanks
    Tafrock
    This is what the new terms and conditions say dobbibill. My direct debit also left this morning (collector sym energy bill). It was just like yours for the actual amount on latest bill. Also a meagre amount for myself just 6.53 as it was only for the period 24th June to May 1st

    Terms and conditions say next amount will be the monthly amount you agreed. It will then be used to offset your next bill which will be issued end of month

    Here's the an excerpt from the actual email I received explaining it

    "In May, you will receive your bill for April’s electricity consumption and the Direct debit payment for this will be taken from your account by the 15th May unless otherwise arranged. We will then request another Direct Debit for the May electricity consumption. This will be taken from your account on or around the 3rd June 2019. This will be the May advance payment and will be referenced electricity advance.

    In mid-June 2019, we will issue your May 2019 energy bill. Thereafter, you will receive an energy bill on a normal monthly basis thereafter, with the next energy bill issued in the first week of July 2019 and payment taken mid-July 2019."
    • MABLE
    • By MABLE 14th May 19, 7:26 AM
    • 3,852 Posts
    • 2,024 Thanks
    MABLE
    This is what the new terms and conditions say dobbibill. My direct debit also left this morning (collector sym energy bill). It was just like yours for the actual amount on latest bill. Also a meagre amount for myself just 6.53 as it was only for the period 24th June to May 1st

    Terms and conditions say next amount will be the monthly amount you agreed. It will then be used to offset your next bill which will be issued end of month

    Here's the an excerpt from the actual email I received explaining it

    "In May, you will receive your bill for April’s electricity consumption and the Direct debit payment for this will be taken from your account by the 15th May unless otherwise arranged. We will then request another Direct Debit for the May electricity consumption. This will be taken from your account on or around the 3rd June 2019. This will be the May advance payment and will be referenced electricity advance.

    In mid-June 2019, we will issue your May 2019 energy bill. Thereafter, you will receive an energy bill on a normal monthly basis thereafter, with the next energy bill issued in the first week of July 2019 and payment taken mid-July 2019."
    Originally posted by Tafrock
    I joined on the 12 April and my bill was 33.42. However they deducted 30 goodwill payment so I have only paid the balance. As with you my next payment will be taken the 3 June etc. Also the dates laid down are the same as you received. I know its early but I cannot get my head around how I am paying in advance.
    • Tafrock
    • By Tafrock 14th May 19, 7:38 AM
    • 417 Posts
    • 107 Thanks
    Tafrock
    I don't really class it as paying in advance myself mable. You pay your monthly sum (I assume this is what was on your quote) mid month. Then you are billed end of month for a month's usage. The direct debit you pay is two weeks in advance of your bill. Of course you may not use as much electricity as you've paid for. Conversely you may use more. So technically it is pay in advance but isn't that what all companies do.

    I'm quite happy with it. After all I was a powershop client for nearly two years. Powershop rely on you building up a large credit. Mine was 200 quid at one point with them but at contract end it was just over 70.

    Of course with symbio being a new (as yet unproven company but they appear to be getting there) I wouldn't let my credit balance get anywhere near 100 pounds yet alone 200
    • Benight
    • By Benight 14th May 19, 8:17 AM
    • 314 Posts
    • 111 Thanks
    Benight
    UPDATE

    1st DD has left this morning. I was expecting my projected amount to leave but the amount they have collected is the amount shown on my bill a week or so ago. This is only 37% of what I expected to be collected.

    I'm still not concerned as the money will just sit in the account, waiting to be collected.

    I will keep you all updated..........to be continued!
    Dobbi
    Originally posted by Dobbibill
    Any supplier is only permitted to collect such amount as specified on the advance notice associated with that coillection; not a penny more, not a penny less (unless they elect not to make the collection at all)

    Any collection contrary to that specified in the advance notice is a breach of the rules of the direct debit system, and you can request a full and immediate refund by your bank.

    You should not contact the supplier directly in any attempt to correct the amount already collected, and if you do, the rules of the direct debit system state the supplier should simply inform you to make a claim direct to your bank under the terms of the direct debit guarantee. To do otherwise would also be a breach of the direct debit rules by the supplier.
    • Tafrock
    • By Tafrock 14th May 19, 8:22 AM
    • 417 Posts
    • 107 Thanks
    Tafrock
    But symbio informed everyone that they would be taking the first direct debit for the sum total of your first bill as per their new terms and conditions so have not contravened any rules unless of course you disagree with their new rules in which case as they specified in their email you are free to seek another supplier
    • MABLE
    • By MABLE 14th May 19, 8:36 AM
    • 3,852 Posts
    • 2,024 Thanks
    MABLE
    I don't really class it as paying in advance myself mable. You pay your monthly sum (I assume this is what was on your quote) mid month. Then you are billed end of month for a month's usage. The direct debit you pay is two weeks in advance of your bill. Of course you may not use as much electricity as you've paid for. Conversely you may use more. So technically it is pay in advance but isn't that what all companies do.

    I'm quite happy with it. After all I was a powershop client for nearly two years. Powershop rely on you building up a large credit. Mine was 200 quid at one point with them but at contract end it was just over 70.

    Of course with symbio being a new (as yet unproven company but they appear to be getting there) I wouldn't let my credit balance get anywhere near 100 pounds yet alone 200
    Originally posted by Tafrock
    With my former supplier they are holding about 100 credit and this has already taken into account my final meter readings. Hopefully there will not be a fight in getting it back. After my experience with Extra Engery I will not hold my breath.
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