Smaller Provider delay tactics! Avro Energy

JohnB47

RNP said:

I'm sure that its becoming a common thread but there seems to be a trend of smaller providers delaying transfers to more cost effective providers.

Told Avro Energy on 2 June that I was moving to an alternative provider wef 19 June due to price and they sought my confirmation on 12 June that thius was the case.

On 18 June I received a notification from my new supplier that they had raised an objection and that the transfer could not proceed.

The "mystery objection" was that I needed to clear my remaining balance BUT AE did not tell me this at any point, not even as part of the confirmation exchange on 12 June!!

Service appalling in terms of trying to phone them to clarify.......impossible to get through because of "high call volumes due to their competitive pricing"!!!!

How can these companies get away with it despite sector regulation??

Frustrated consumer!!!

All of this frustration could have been avoided if you had kept on top of your bills and usage. You should be aware of being in credit or debit before starting a switch. Clearing a debit balance and being slightly in credit, before switching, is surely just sensible. Why should a new supplier be expected to accept a customer who is in debt to their existing supplier?

thegremlinlives

thegremlinlives said:

I'm going through something similar. I'm transferring from Avro to another supplier SO Energy, and just received an email asking me to confirm the switch, so they can action it. It's a bit vague on how I'm supposed to confirm, but does include a contact email and phone number, which is different from the email it was sent from. 
Anyway I replied to the email, confirming I do want to switch and got an automated email back saying my email would be reviewed, and I'd be contacted in 3-5 days.
So I tried to phone them, and selected option 2 (for existing customers), and was simply told there are no representatives available and I should ring back later.
It does seem suspiciously like delaying tactics. If they really wanted me to confirm, they could have included a simple yes or no link in the email, or provided some other automated way to do confirm this.
Another thing that is bothering me is that although I have a direct debit with them, I'm probably slightly in debt with the latest readings. Of course normally I would simply expect any supplier to simply adjust the final payment...
Anyway, let's see how this go's. I'll report back on what happens.

I finally got through to them on the phone, to confirm that I do want to switch. Hopefully should be relatively smooth sailing from here. If anything irregular happens I'll post back.