AVRO refuse to refund credit - beware

deux_x_m

I was more than a little annoyed at them taking the d/d, and more so when they refused to refund it immediately. However the credit balance has appeared in my bank account this morning, so we're all square. Predicable after posting last night!

sheza

We joined Avro about 5 years ago. At first we were only paying a nominal amount by direct debit and as a result were under paying which left us in debt. They altered the direct debit to cover the debt and usage which we carried on paying. We were unable to access our online account but after several requests we managed to sign in last week. Our account was showing as £1600 in credit. We submitted our reading which was way below the estimated reading. In anticipation of a more accurate bill we have now requested a credit. They have asked for photographs of our meter which we have sent. Reading this thread doesn't fill me with hope. They were quick enough to alter our DD to cover loss but not for overpayment.

Gerry1

So you never bothered to set up your online account again, you never bothered to phone them with your meter readings and you never bothered to phone them to check your balance?

That's hardly Avro's fault !

Biggus_Dickus

sheza wrote: »

We joined Avro about 5 years ago. At first we were only paying a nominal amount by direct debit and as a result were under paying which left us in debt. They altered the direct debit to cover the debt and usage which we carried on paying. We were unable to access our online account but after several requests we managed to sign in last week. Our account was showing as £1600 in credit. We submitted our reading which was way below the estimated reading. In anticipation of a more accurate bill we have now requested a credit. They have asked for photographs of our meter which we have sent. Reading this thread doesn't fill me with hope. They were quick enough to alter our DD to cover loss but not for overpayment.

Avro have a duty of care to all their customers,...and in particular to their ‘vulnerable’ customers,...it’s an on-going condition of their Ofgem licence.

Allowing a customer (vulnerable or otherwise) to build-up an unchecked credit of £1600 does not represent good customer care and Avro need to make an immediate refund of your excess credit, imho.

Your tale of woe illustrates why it is so important to submit accurate monthly meter readings;...perhaps it may be prudent for you to have Smart meters installed;...Smart meters can be set up to submit meter readings automatically which should (in theory anyway!) lead to more accurate billing for you.

Grandad2b

I was going to ask why customer service ratings matter. I think this thread demonstrates the reason.

I'm with Avro and haven't had any problems but I will be leaving at the end of my fixed tariff as they don't offer 100% renewable electricity (unless they introduce one, then I might stay).

sheza

Gerry1 wrote: »

So you never bothered to set up your online account again, you never bothered to phone them with your meter readings and you never bothered to phone them to check your balance?

That's hardly Avro's fault !

We would have been well in credit the last time they came and read the meter. Checking our online account now it was plain to see that our annual usage, even estimated, was way below the credit we were in.
It doesn't matter whose fault it was why the credit built up really, but Avro have had the benefit of it for about 3 years. I'm sure theres an interest element somewhere in the equasion. Where has that gone? Time to put things right. I wonder how long that will take. FYI it was during our telephone conversation to them that they told us it was the customers job to ask for a refund.

UK

I got an email this morning from Avro to advise me my tariff will expire on 1st April. It wasn't until I clicked the link to get a new quote that I realised I am £995 in credit! I religiously submit metre readings every month. During the time of the tariff, we have installed a new boiler which is more efficient so this will have something to do with it.
I've emailed them today to ask how I go about getting this credit refunded.........