[mari1]

@PeterT_EONNext

I too am due a Symbio credit that doesn't seem to be on anyone's radar. I was with Symbio and switched to another supplier in May last year - got a final bill in July saying I'd be credited within 14 days - then spent the following months chasing, until they went into administration. I've not had any communication from EONNext about the credit, let alone received a cheque. I initially contacted hi@EONNext in October last year, and after chasing this up several times I eventually got a reply last week saying I'm not on supply with EONNext so can't be helped. I'm obviously not talking to the right people and am no closer to getting my credit.

[PeterT_EONNext]

Hi @mari1 - Welcome to the Community 🙂

I'm sorry to hear that you've not heard anything back about your credit owed from Symbio. Have you received your final bill from Symbio now? This should be a bill up to 3rd October detailing what's outstanding and if this is a credit or a debit. If you're owed a credit, this is protected and will be refunded by us (we can look into this if you've not heard back) if it's a debit balance, this will be payable to Symbio's administrators.

EDIT: Sorry Mari1 I've just re-read your message and realised that I've slightly misread what you wrote (knew I should have had more coffee earlier!) If you left Symbio in May and received a final bill from them in July time, this credit wouldn't have come to us here at E.ON Next, as this would have either been refunded to your bank account if you paid by Direct Debit or sent to you as a cheque by Symbio. We'd only receive the credits to refund for those who were still customers of Symbio at the point the ceased trading which was 29 September 2021, long after your account will have ended and been finalised I'm afraid.

Thanks - Pete 😊

[hoyleg]

@PeterT_EONNext I have an outstanding credit on my account of £577.77, although I moved house as my account was transferring over so I wonder if you don't have an address to send a cheque? Please let us know how we might progress these refunds.

[PeterT_EONNext]

Originally Posted by DeLory

@PeterT_EONNext


I checked my payments and yes I have two credits from Oct and Nov that when added together equal my outstanding Igloo credit balance. Hallelujah! So the forty minute session I had with an agent in January trying to find out what happened to my credit balance was a waste of time because neither of us realised that the balance had already been transferred in two payments: the first marked as "Cash" - not "balance transfer" as you said - and the second as "Direct Debit".

May I suggest that you add this very important detail to the Igloo FAQ page at https://www.eonnext.com/igloo-energy in case there are any others like me still waiting to see their credit balance appear as one payment, when it's already been credited as two payments that add up to the full amount?

May I also suggest that you tell this to your agents as well because it could really save them time?

@DeLory Thanks for this feedback! I'll be sure to pass it on to see if we can get the page updated to be a little more clearer on this info

[PeterT_EONNext]

Hi @hoyleg - Welcome to the Community! 😃

Let's get this back to you as soon as possible! Can you send me a private message with your full forwarding address as well as the address you moved out of please?


Thanks - Pete 😊

[hoyleg]

Originally Posted by PeterT_EONNext

Hi @hoyleg - Welcome to the Community! 😃

Let's get this back to you as soon as possible! Can you send me a private message with your full forwarding address as well as the address you moved out of please?


Thanks - Pete 😊

I actually got through to one of your guys on the phone and he was very helpful, so I should hopefully have a cheque winging its way to me shortly. Thank you for your help.

[mari1]

@PeterT_EONNext
Thanks for your reply Peter. I was on direct debit and I definitely never received a final bank credit (or cheque). I believe Symbio still had my account open in some way when they went into administration as I got an e-mail update about the administration on 17th October which clearly went to all customers. This reassured me at the time that my account was still open and gave me hope my credit would eventually appear. I know I was not a "current" customer at the point of administration but I'm a "former" customer with a credit balance. Am I really the only person who left Symbio in the months before they went bust, who got a final bill but didn't get their credit - I can't believe that. There must be others in this category that are being processed.

[PeterT_EONNext]

@mari1 This may be something we could look into, just to check if this has come over to us.

The fastest way to get this looked at is by sending a private message on Facebook or Twitter to our Digital Energy Specialists, they're available 24/7 and can usually reply quite quickly. If possible, please also have ready either a picture or a PDF copy of your final bill from Symbio, as we may need to see this to find out what has happened to your credit.

Pete 😊

[EmmaD]

@PeterT_EONNext
Hi, I'm hoping you can help. I'm still getting a note on my account that my refund will be paid when possible but do you have any idea of when that might be please? It feels like I've been waiting a long time. To be honest - I thought I'd had it as a credit because I had a good credit balance but now I'm thinking I can't have if I'm getting that notification.

I came over as Supplier of Last Resort Process and also made a payment after Igloo had gone out of business.

Many thanks
Emma

[PeterT_EONNext]

Hi @EmmaD Welcome to the Community 😄

If you have a look on your online account, you should see any credit from Igloo listed as "Balance Transfer" as the first listed balance on your account transactions page. Any payments made to Igloo will have also been transferred over to us, so you should see this as the first Direct Debit payment on your account (which will actually be the payment made to Igloo, and then moved over to your account with us)

Pete 😊