AVRO Energy - refusing switch

AliC999

Hello

I signed up for AVRO a year ago and was paying £96 by DD. End of the year I decided to switch to get a better deal. AVRO declined the switch.

They say I owe the £326 on my bill. This is the first I was aware of this. Basically we had used more energy in the last few months than the £96 covered. I fully intend to pay it, but it seems unfair that they are stopping my switch because:

My account is fully up to date - we never missed a payment.
They did not check the DD was enough to cover the extra usage, so let the bill increase without letting me know.
They only let me know about this yesterday when they declined the switch - so less than 28 days notice.
I can't afford £326 in one go - so they are in effect forcing me to remain tied to them on a worse deal.

I spoke to them on the phone but it was 20 minutes of listening to awful music - only to be told to pay up. I have complained to them, but wonder if I am actually in the right here - as I feel very strongly that I am - or if AVRO are correct.

Either way - their customer service on this is awful! Any tip much appreciated.....

texter

AliC999 wrote: »

Hello

I signed up for AVRO a year ago and was paying £96 by DD. End of the year I decided to switch to get a better deal. AVRO declined the switch.

They say I owe the £326 on my bill. This is the first I was aware of this. Basically we had used more energy in the last few months than the £96 covered. I fully intend to pay it, but it seems unfair that they are stopping my switch because:

My account is fully up to date - we never missed a payment.
They did not check the DD was enough to cover the extra usage, so let the bill increase without letting me know.
They only let me know about this yesterday when they declined the switch - so less than 28 days notice.
I can't afford £326 in one go - so they are in effect forcing me to remain tied to them on a worse deal.

I spoke to them on the phone but it was 20 minutes of listening to awful music - only to be told to pay up. I have complained to them, but wonder if I am actually in the right here - as I feel very strongly that I am - or if AVRO are correct.

Either way - their customer service on this is awful! Any tip much appreciated.....

All suppliers can, and usually do, refuse switch requests where your account is in arrears.

For any account to be formally in arrears, 28 days or more need to have passed since then money was formally demanded - i.e. billed.

It's not clear from your post if the supplier has billed you previously and you, for whatever reason, did not receive that bill ... or if it is simply that your account is in debit. Even if the latter, then I am surprised you were not aware of some debit on the account at the last statement if they are now saying you owe £300+
(although if you were not actually billed for the shortfall, that is not a valid basis for objecting to you switching)

You have done the right thing by raising a formal complaint. Hopefully that complaint will be resolved soon, but if not, I feel sure the ombudsman will assist you if necessary at the appropraite time.

Let us know how you get on

AliC999

Thank you for your reply. I have never been billed for this amount, the first I heard of it was yesterday when they refused my switch. If it is within 28 days of being billed - then they have still not even billed me for it. Hopefully they or if not OFGEM swill see sense. I will update the outcome on here.

JGB1955

Because my Avro account is an online one I only get bills by checking on my online account. Do you check monthly? I would never expect a physical bill but would expect (and DO see) an online one generated monthly.

texter

AliC999 wrote: »

Thank you for your reply. I have never been billed for this amount, the first I heard of it was yesterday when they refused my switch. If it is within 28 days of being billed - then they have still not even billed me for it. Hopefully they or if not OFGEM swill see sense. I will update the outcome on here.

Just so that we are clear, are you saying you have had no bills nor statements in the 12 months you have been with the supplier? :huh:

If so, when did you first complain to the supplier about this?
And what was their response?
Furthermore, why did you decide to switch supplier if you were not being charged for what you were using? You won't get cheaper than free. :cool:

Ofgem won't be interested, so don't waste your time contacting them.

AliC999

Hi all - just to update you on the outcome on this. Ofgem were great. They decided in my favour and ordered AVRO to refund me for any gas used at the higher price than if I had switched, compensation and an apology letter. They also said I should pay the balance of monthly over a year. So a happy ending. I would recommend complaining to OFGEM if you feel you have a case. 

Gerry1

Surely you mean the Ombudsman, not Ofgem?