Avro Energy reviews: Give your feedback

Consumerist

I think your situation this comes under the heading of an 'Erroneous Switch' and there are time limits imposed on suppliers to put things right. (perhaps google Standard Licence Conditions for Gas if your interested). I'm sure it will sort itself out in the end but it can be frustrating to be in that position.

egyptiancotton

Consumerist said:

I think your situation this comes under the heading of an 'Erroneous Switch' and there are time limits imposed on suppliers to put things right. (perhaps google Standard Licence Conditions for Gas if your interested). I'm sure it will sort itself out in the end but it can be frustrating to be in that position.

The document is an interesting reference - thank you. My gas supply was transferred back to Avro on 17/02 and I've been trying to get Avro to correct my account since, but they've been radio silent. On top of that, they've taken a DD this month and haven't credited it to my account. I keep my own statement of account and always download copies of my bills, so I know exactly what my balance should be in the event that my account goes belly-up.

PigletJohn

It does seem to be a very shoddy company. Deliberately and consciously so. I was quite surprised. I wrote asking for a copy of their policy on accessibility for visually impaired customers. no such policy received, but a reply that said "If we are not the company for you your are still in your cooling off period please let me know if you would like me to cancel your application." !!!!!!

pearl123

Avro need to vastly improve their customer services, as it feel like talking to a brick wall. It used to be difficult to get a reply. Now, I'm not even sure that they are reading the emails properly, as they often don't seem to answer the question. 

Consumerist

Although I haven't had any problems with their CS (thus far) it does seem to me, from posts on this thread, that their staff have a pretty arrogant attitude.

They will (eventually) offer a response to an email but thereafter they don't seem to entertain any further discussion on the subject. This leaves customers with the only option of a formal complaint - and they know this takes a considerable time.

Toastrack03

I'm trying to switch from Avro, but the new supplier says "we have received an objection to the switch from your current supplier, which is preventing us from taking over at this moment."

A surprise to me, because I've had nothing from Avro advising of any problem.

Their Live Chat has been unavailable since yesterday morning, so I've emailed them but apparently should expect to wait 3-5 days for a reply.

Very, very unimpressed.

bagand96

Toastrack03 said:

Their Live Chat has been unavailable since yesterday morning, so I've emailed them but apparently should expect to wait 3-5 days for a reply.

Very, very unimpressed.

Good luck with 3-5 days! I emailed them when I moved house 3 weeks ago and am yet to hear back.

Provided everything they asked for and heard nothing back. They've of course issued an automated bill in the meantime, including standing charges and estimated use for after I moved. 

youravinalarrrf

Toastrack03 said:

I'm trying to switch from Avro, but the new supplier says "we have received an objection to the switch from your current supplier, which is preventing us from taking over at this moment."

A surprise to me, because I've had nothing from Avro advising of any problem.

Their Live Chat has been unavailable since yesterday morning, so I've emailed them but apparently should expect to wait 3-5 days for a reply.

Very, very unimpressed.

If your account is in debit (no matter how small) Avro will automatically object to any switch request. This is against Ofgem's rules which Avro are deliberately and wilfully ignoring but the only way to resolve this issue is to make a one off payment covering any debit balance plus an amount to cover the period of time the switch to the new supplier will take (17-21 days maybe).

Once your one off payment is showing on your account resubmit your switching application and don't forget to cancel your direct debit with your bank once your switch has been accepted and is in process to prevent further unnecessary payment to Avro.

Consumerist

youravinalarrrf said:

Once your one off payment is showing on your account resubmit your switching application and don't forget to cancel your direct debit with your bank once your switch has been accepted and is in process to prevent further unnecessary payment to Avro.

From earlier posts on here, you may have to wait until your payment shows on your monthly statement. It would seem they look at your last statement balance when deciding whether or not to object to a switch.

Inforapennyinforapound

I can’t add anything to the current problems I’m afraid..but I have been with them for years.
Can someone advise re smart meters readings?  I had smart meters installed in December and just expected auto readings to be taken. However having seen all the problems I decided to look at my account and it tells me I’m in credit BUT I notice no readings have been noted since January when I submitted them myself..and it tells me I can submit readings by 12.6.21.
I am totally confused. How do I know if my payments are covering usage? I could be well in debit for all I know! I just assumed readings were sent via the ether?  I’ve had no emails asking for readings.... what should I do? ( I used to get asked for readings prior to ‘smart’ meters..