Avro Energy - no bill since I switched 9 months ago

feedthecat

I joined Avro Energy over 9 months ago due to better rates and what appeared to be glowing reviews.  I provided my last meter readings and Avro sent me an email stating the switch went smoothly.

Avro have taken direct debits monthly and requested meter readings but I never received a bill from them.  When I enquired they stated they are awaiting an opening balance that they need to get from a national database.  I contacted my previous supplier and they advised these were sent when I switched.  Avro then advised;

“ When a change of supplier takes place, the new supplier is responsible for acquiring your handover meter reading. This reading is then passed along to an independent third party called a Data Collector. The Data Collector's job is to verify your handover reading against historic meter readings at the property - ensuring that it looks in line, and that no mistake has been made in taking the reading. Similarly, they are there to protect you, the consumer. The Data Collector is put in place to tell both old and new supplier what reading to use as the handover, to make sure you don't get double billed. The Data Collector then passes this handover reading on to both suppliers so that the old supplier can close your accounts and the new supplier knows where to start billing from.”

Yet still a further month on when I advised I still hadn’t received my bill they stated they would have it to me in 2 weeks which has since elapsed.

Avro Energy do not pick up their calls and lack any communication on this. They seem to fob me off with an excuse when I contact them as I am now dreading a huge bill that I wont be able to afford which maybe above the amount taken through my direct debits.

This is grounds to go to the Ombudsman or do I continue to chase them as I definitely will be switching away from them as the annual term is coming to an end.

[Deleted User]

Avro are quite quick to answer in the chatline (when it is open) in the limited time I have been with them.  Although as I am typing this is not available.  How are you contacting them - phone or email?  9 months is way over the top to get an opening read validation for sure.  How did your previous supplier bill you without the same closing read as the opening Avro?

feedthecat

It was phone to start with but switched to chat and email so I would have a record of it.  My previous supplier took my last reading before I switched, validated it and send me a refund for the remaining balance after the account was closed.

Avro sent me an email that everything was set up and switch was successful but it appears it hasn’t been because they state they don’t have an opening balance.  This seem out of sync given my previous supplier was able to close ky account having provided my closing balance.

niktheguru

feedthecat said:

Avro Energy do not pick up their calls and lack any communication on this. They seem to fob me off with an excuse when I contact them as I am now dreading a huge bill that I wont be able to afford which maybe above the amount taken through my direct debits.

Not providing you with a bill in 9 months is definitely poor form and unacceptable. You need to make sure a written COMPLAINT has been made (by email is fine) stating everything you have said and that you are unhappy you haven't even received an opening bill. Ask for a deadlock letter and then go to the ombudsman.

Regarding your  message of "dreading a huge bill", this is not an acceptable excuse really. You have an opening reading  (from when you submitted it), you can also go and check todays meter reading. You can subtract the two then you have your usage. Then multiply that by the unit rate of your electricity (which will be on the paperwork when you switched) and add on the standing charge (charge multiplied by number of days youve been with them)
That will then be the cost of the energy you've used. Then look at your bank statements and see what direct debits have been taken. subtract the direct debits from the cost, and then you will have the amount you owe, or amount your account is in credit.

You will then be able to know if you need to keep money aside (for when they ask for it) or if you are owed money.
You shouldn't just bury your head in the sand and wait. Yes, avro have been rubbish with not providing bills, but you can accurately work out what your charges are and plan. This will avoid another surprise thread of "the energy company has sent me a £1000 bill"

Its quite simple maths to do, but if you find it difficult you can always just submit the figures to us here and we'll work it out for you.

Good luck.