Symbio Energy issued a formal warning to respond “aggressively” to negative online reviews as customers complain that meter readings are being ignored
- Symbio Energy has been warned against “Failure” by Trustpilot
- Customers who left bad reviews were accused of “aggressive” reactions
- Complaints included poor customer service and ignoring meter readings
Symbio Energy was slapped with a formal warning by Trustpilot after receiving complaints about how the small provider responded to negative reviews on the site.
Many frustrated Symbio customers complained on the review page and on social media about customer service issues with the small electricity company.
Other complaints the vendor received centered on the estimates they use to calculate bills. People said the provider ignored the meter readings they provided and used inflated estimates instead.
Symbio had responded to the negative reviews on Trustpilot with a link to an unrelated BBC News article about a man forced to pay a law firm thousands of libel damages for a poor rating.
Symbio Energy has been officially warned about how it will react to online reviews
Customers of the company said it was “aggressive” and Trustpilot has now launched an investigation into sending Symbio a formal “cease and desist” statement.
Symbio Energy told Money Saving Expert, who first reported the story, that there is a back office in Goa, India and that “due to pandemic issues in India, there have been operational curfew and lockdown issues”.
To date, the supplier has still responded to reviews with the attached link BBC News and has not responded at all in the past few hours.
However, a warning is displayed on Symbio’s Trustpilot page stating that the company and reviews on the page are being investigated.
Currently, the provider has an average of 1.7 out of 5 stars on the website.
Another common complaint, aside from ignored meter readings and poor customer service, was customers who said they had difficulty getting their questions from the company in the first place.
This is Money has asked Symbio for a comment, but has not received a response at the time of publication.
When attempting to call the company it was indicated that a large number of people were trying to get through and it would take about 50 minutes for them to be answered.
A warning on Symbio’s Trustpilot page states that the company and reviews are under investigation
This is one of Symbio’s most common responses to those who leave negative reviews
A Trustpilot spokesperson said: “Trustpilot is a place where consumers can provide open-ended feedback, positive or negative, about their experiences with a company.
‘We expect everyone to make a respectful contribution to our platform. Among other things, our consumer and business guidelines require everyone to “play nice”.
“If consumers or companies act or are perceived as threatening, we treat them as a violation of our guidelines and take action to put an end to it.
‘In this case, we took quick action and sent a formal cease and desist letter to the company requesting that any responses that violate our policies be changed quickly.
‘While we continued to investigate the company profile, we also placed a consumer alert to warn everyone of our latest actions. If there is no positive response from business in the next week, we will take further action. ‘
Below are just a few of the complaints from customers on social media.
This Twitter user stated that they charged twice as much as indicated in their meter reading
Another user said the Symbio app wasn’t working and they couldn’t get away with the phone
One customer said he still hasn’t heard from Symbio after several months of waiting
This is not the first time that Symbio has been in hot water.
In January it was revealed that the Watford-based provider could be fined up to £ 100,000 for late payments into government renewable energy schemes.
Ofgem said it failed to pay four installments on time, which other companies have achieved despite the problems caused by the coronavirus.
Symbio Energy ended up paying the money it owed – around £ 1.2 million in total – when Ofgem threatened or began to take enforcement action.
If you are a Symbio Energy affected customer, you should first contact the supplier directly before filing a formal complaint if the matter is not resolved to your satisfaction.
If you feel that there is still no solution after this, you can contact the Energy Ombudsman who will investigate the dispute.