AVRO Energy Cancelled my account....before it even started!

lastar98

Hi all,

New here so please be gentle
I was with Sainsbury's Energy for a year on their Fixed Price May 2017 which was an amazing price as I'm sure you all remember. When that was due up at the end of May I did some comparisons at the end of April and found Avro to be the cheapest with the following rates:

Electricity
Standing Charge - 19.95p
Unit Price - 12.39p

Gas
Standing Charge - 19.95p
Unit Price - 2.856p

They were more expensive than my SE tariff but obviously things change and they were still cheaper than today's competition. At the same time, my mum's energy was up for renewal too so after doing comparisons for her too, it seemed Avro was also the cheapest so I processed both switches.

On 2nd May I had an email asking me to set a password for my account (as did my mum) which we both did. After hearing nothing for over a week, I mailed their support to ask how things were progressing as it was showing that the switch wouldn't go ahead until 2nd June now which is long past the 17 days that was initially claimed. I had an email a day later explaining that it can take 21-31 days and isn't something that they can change. If that's the situation, then I'll have to deal with it.

Roll forward to the present date (yesterday) and I called Avro to find out what was going on as based on my smart meter, I was being charge the earth (as I'm now on a SE standard rate) and I was told that my account was cancelled as they emailed me asking for my serial numbers for my meters (of which I have no email and the spam folders have been checked too). I asked Avro to forward me the mail so that I could check the headers of the original email. Apparently between then and now, they have changed email systems and no longer have access to the email. Funny coincidence.

I'm now being told that because I never responded to an email that I never received that my account is cancelled and that I have to reapply of which the tariff rates have increased and I'd be paying the standard rates for the next 3 weeks while this goes ahead.

The funny thing is, my mums went through fine and she had no such email asking for any information either.

Where do I stand with all of this? I feel truly mugged off and ringing their customer services, I was just greeted with hostility. It seems that whatever I'm going to do, will cost me more as I'm now paying standard rate prices

Any help is greatly appreciated.

Thanks.

lastar98

UPDATE: They are now uncancelling the uncancellable action and will put my electric over in about 7 days and gas in 17 days. That's the quickest they can do.

They won't even entertain the idea of giving compensation of the difference between their rates and the standard rates that I'm paying at the moment due to their fault.