Avro Energy reviews: Give your feedback

Anyanka1

Sorry, wizbonbre, the only thing that has changed regarding the switching process is that energy firms now tell you the process is quicker:  It is not.  It takes as long as it always did; they have just put a different spin on it:  They tell you it has happened before it has, thereby giving the impression it has happened before it actually has.  

In a nutshell, they are full of it since they cannot control how long the intermediary takes to decide whether the readings you give (or are deemed, if you don't give them) are realistic, or not.

polymaff

This all sounds awful.  Not sure whether to be pleased that, in four hours time, my current  AVRO contract rolls over into Simple and Savvy12M, or not. ...

Telegraph_Sam

Don't be downhearted. Once we have all moved to smart meters life will be a doddle and events such as you have described a thing of the past 😄

Consumerist

wizbongre said:

. . . Long story short, after initiating a switch to another supplier, I've been told that Avro have blocked the electricity component. . .

I'm a bit bemused that on a dual-fuel tariff, you can be in debt, or otherwise, on just one fuel.

My statements do not give me a separate balance for each fuel so how am I supposed to know how Avro has invented one.

This looks like a job for the Ombudsman and I'd love to know the outcome.

AdamJK_2

Having a horrible experience with Avro right now. Applied to switch to another provider, Avro objected to the switch due to an outstanding balance on my account. The outstanding balance being normal billing (less than £80) and due to be cleared by a the regular direct debit a couple of days later as part of the regular payment schedule. Tried to get in contact with Avro back in May to get no response via email. Have tried phoning and no answer no matter how long you hold. Tried raising a complaint via Resolver, no response over two weeks in with the exception of the automated "3-5 working days timeframe" reply.

Have been with Avro over 3 years an until this issue I would have been a good advocate of their supply. Simple to switch to, easy to manage online but I can honestly say that Avro have plumbed depths despair I never knew I had recently. My recent, and ongoing, experience leads me to believe Avro is in some sort of death spiral and could be failing. It's the only logical reason I can think of as to why a company would ignore customers and start objecting to switches away from them for what is essentially normal billing. 

I would strongly urge anyone looking to move to Avro to consider other suppliers.

Consumerist

The simplest solution at the moment is to make a one-off payment to cover the debit balance. Once it appears on your account, re-apply to the new supplier. That way you can get away sooner.

Follow up the Resolver complaint and, if necessary, wait the 8 weeks so you can submit it to the Ombudsman to claim compensation.

Not a very satisfactory solution but probably the best you can do for now.

Biggus_Dickus

Consumerist said:

The simplest solution at the moment is to make a one-off payment to cover the debit balance. Once it appears on your account, re-apply to the new supplier. That way you can get away sooner.

Follow up the Resolver complaint and, if necessary, wait the 8 weeks so you can submit it to the Ombudsman to claim compensation.

Not a very satisfactory solution but probably the best you can do for now.

Just curious but how do you top-up your Avro balance if you can’t contact them? ... @AdamJK_2 says they aren’t responding to emails or phone calls.

Do Avro provide any instructions on their website that allows customers to top-up via ‘bank transfer’ or by some other method that doesn’t entail interaction with Avro’s help-desk staff?

MidlandsGlory

Biggus_Dickus said:

Consumerist said:

The simplest solution at the moment is to make a one-off payment to cover the debit balance. Once it appears on your account, re-apply to the new supplier. That way you can get away sooner.

Follow up the Resolver complaint and, if necessary, wait the 8 weeks so you can submit it to the Ombudsman to claim compensation.

Not a very satisfactory solution but probably the best you can do for now.

Just curious but how do you top-up your Avro balance if you can’t contact them? ... @AdamJK_2 says they aren’t responding to emails or phone calls.

Do Avro provide any instructions on their website that allows customers to top-up via ‘bank transfer’ or by some other method that doesn’t entail interaction with Avro’s help-desk staff?

Yes they do by card and Avro removed their objections once I cleared my debit using it, like previous poster I was expecting the soon to be taken direct debit to clear it. Avro don't seem able to look at the bigger picture and automatically object if any there is any debit when the switch notice arrives. They also seem to need confirmation you really wanted to switch.

In summary, I could have saved myself a lot of hassle and messages between both suppliers if I had cleared the debit first on Avro site and emailed them to say yes I am switching, both supplies and its fine. Hope it helps someone to avoid the hassle.

Biggus_Dickus

MidlandsGlory said:

Biggus_Dickus said:

Consumerist said:

The simplest solution at the moment is to make a one-off payment to cover the debit balance. Once it appears on your account, re-apply to the new supplier. That way you can get away sooner.

Follow up the Resolver complaint and, if necessary, wait the 8 weeks so you can submit it to the Ombudsman to claim compensation.

Not a very satisfactory solution but probably the best you can do for now.

Just curious but how do you top-up your Avro balance if you can’t contact them? ... @AdamJK_2 says they aren’t responding to emails or phone calls.

Do Avro provide any instructions on their website that allows customers to top-up via ‘bank transfer’ or by some other method that doesn’t entail interaction with Avro’s help-desk staff?

Yes they do by card and Avro removed their objections once I cleared my debit using it, like previous poster I was expecting the soon to be taken direct debit to clear it. Avro don't seem able to look at the bigger picture and automatically object if any there is any debit when the switch notice arrives. They also seem to need confirmation you really wanted to switch.

In summary, I could have saved myself a lot of hassle and messages between both suppliers if I had cleared the debit first on Avro site and emailed them to say yes I am switching, both supplies and its fine. Hope it helps someone to avoid the hassle.

Thanks for that @MidlandsGlory , sage advice imo;...some customers will find it unpalatable  and may view it as an unwarranted ‘loan’ but if that’s the stance Avro are taking with customers who are switching away then keeping your balance in credit at all times would appear to be the prudent course of action.

Once the switch is completed any outstanding credit balance will/should  be paid back to the customer within 10 working days of the final bill being produced, otherwise compensation is due,...but that’s another story.

 

 

 

Consumerist

MidlandsGlory said:

. . . They also seem to need confirmation you really wanted to switch. . .

Frankly, I regards this as a plus. It avoids the chance that another supplier is trying to take over your supplies without your knowledge or consent.