I joined Symbio in July 2020. Initially it all seemed staright forward. The lowest per kWh rate across providers. Online billing , I submit meter readings etc. The initial bills were really low and I was pleased with being so smart and finding a small player in this space, what could go wrong right. Well read on.
In a couple of months I started to receive emails saying the DD was going up by a bit. Which I found normal based on the initial low direct debits. I started to get concerned when I began to get billed close to £250 per month for just electricity.
In Apr 2021 I decided to calculate my exact usage and see what was going on. I looked back since I started and firstly realised that the bills were all based on a estimated reading inspite of me sending through a meter reading and getting confirmation on the last day of each month. I then had to dance with their customer service trying to explaint to them the usage and unit rates I was on I also realised that from Jul2020 to Apr 2021 I had to change my tariff 5 times as their initial low rates would sometimes expire in a month. I can only imagine it catching people out who are busy with life and can't afford this time to dealing with bills. After going back and forth with them 9 calls to their customer service 5 emails. 1 complaint they finally agreed that there was something worng and they owe me 470ish £. This was meant to be refunded but never happened. What's worse is that I sent them a reply showing them how their calculation was wrong and they actually owe me 540ish £. The figure they offered me seemed to be plucked out of thin air.
I'm shocked such a company was allowed to operate and offer a service to customets. Their startegy and operations is borderline fraudulent. I can bet that someone somewhere did eventually make a pretty penny from this venture which I find criminal.
I'm now going to have to chase Eon for my refund I will honestly take whatever I get but really learned a lesson about trusting smaller firms. For those who feel this is some sort of a hate campaign against some unknown electric supplier. Well .. do what you like...