ARVO nearly quadrupled my DD and wont talk to me

niktheguru

Stu, you need to provide the last bill from your previous supplier.
I'm assuming that previous supplier installed these smart meters. You would maybe also benefit from getting the bill that covers the 21/6/19 as you will be able to get the last electricity meter reading from your old meter (or as close to it as poss!)

Then you will be able to accurately work out how much energy you have ACTUALLY used, and will be able to formulate a complaint to AVRO to get these "old meters" removed from your tariff and to get your bill corrected to what it should be (and some form of compensation)

I would advise not spurting off a complaint yet until you have the  actual (not estimated) Opening readings from avro (or closing readings from your last supplier).....as then you will be able to clearly write on your complaint how much energy you've used and tell them how much they should be refunding you.

Also if you could upload a copy of a bill from before your smart meter was installed we can see if the serial number matches the one in your latest avro bill.

So things to do:
1. Find first bill from avro - see what meter readings are, are they estimated or actual
2. Find last bill from previous supplier - what are closing readings, are they the same as the opening readings used by avro
3. Find bill from June 2019 to see what readings they used from the old meter when it was swapped.

Please provide these 3 and we can help further.

Stu2985

brilliant I will try to find those details. My last supplier was EDF and they  have closed my online account down for me to access. I will  try over next couple days to get that info    your help and everyone elses is greatly apprecaited 

Stu2985

I swopped from EDF to AVRO in june 2020.  28/07/20 EDF closed my account and told me I was  £7 in credit.  On 7 August they emailed again  and said I was £146 in debit.  I paid the extra and thought  nothing more of it. The smart meters were fitted in my time with EDF.     I am going to have to speak to EDF to get my readings from them 

Robin9

Did EDF change the meters ?  Just quote the info on the label to them.   Do it in writing.

niktheguru

Stu2985 said:

I swopped from EDF to AVRO in june 2020.  28/07/20 EDF closed my account and told me I was  £7 in credit.  On 7 August they emailed again  and said I was £146 in debit.  I paid the extra and thought  nothing more of it. The smart meters were fitted in my time with EDF.     I am going to have to speak to EDF to get my readings from them 

As we've said before, payments and credit/debit are meaningless without context. Its the actual meter readings which are important here. Whatever those readings are on the closing statement are what you have paid up for with EDF, then from there any additional usage is what you owe AVRO.
What we need to establish is are the old meters those with the same serial numbers as the "2nd readings" on your current bills. If so then any additional meter usage from the date they were changed can be written off. Then we need to know what the new meter readings were when you left EDF, then that compared to todays meter reading will be how much you owe AVRO, which should be a hell of a lot less than what they currently think you owe.

Don't wait days, try to do this ASAP. If you haven't got the EDF bills, call them and email them to ask for them and to ask what the closing meter readings were.

Also why are you paying the debits from EDF without looking at or checking your bills? Granted they should be correct as it was behaving smartly, but you should always check!!

bagand96

If what we think is happening is the case, then it shouldn't be too hard to deal with the Avro side.  You joined Avro after your meters were changed, so all they will need to do is wipe off all the usage they have billed from the "2nd" meters.  On the bill you've shown us the estimated use for both sets of meters was exactly the same.  If this follows for your other bills then this will roughly halve your debit (not exactly half because of standing charges).  But that would put you around £300 in debit, which is probably about right for your annual consumption and factoring coming out of a cold winter.

Your first Avro bill will at least help work out what your actual use should be.

You will then need to establish if the error was present with EDF and maybe go back to them and raise a complaint.  I've no real idea but I suspect the same may have been going on with EDF, if it wasn't then I don't know how Avro would suddenly start doing it.

I would be on the phone to Avro ASAP and at least asking them why they are billing you for two sets of meter readings.  It's likely this will take a while to sort and need a written complaint, but it wouldn't hurt to ask the question now and maybe get the cogs turning their end.

Stu2985

bagand96 said:

If what we think is happening is the case, then it shouldn't be too hard to deal with the Avro side.  You joined Avro after your meters were changed, so all they will need to do is wipe off all the usage they have billed from the "2nd" meters.  On the bill you've shown us the estimated use for both sets of meters was exactly the same.  If this follows for your other bills then this will roughly halve your debit (not exactly half because of standing charges).  But that would put you around £300 in debit, which is probably about right for your annual consumption and factoring coming out of a cold winter.

Your first Avro bill will at least help work out what your actual use should be.

You will then need to establish if the error was present with EDF and maybe go back to them and raise a complaint.  I've no real idea but I suspect the same may have been going on with EDF, if it wasn't then I don't know how Avro would suddenly start doing it.

I would be on the phone to Avro ASAP and at least asking them why they are billing you for two sets of meter readings.  It's likely this will take a while to sort and need a written complaint, but it wouldn't hurt to ask the question now and maybe get the cogs turning their end.

One of the issues is 3 emails, 14 days, messenger messages and facebook page posts Avro still havent got back in touch with me to sort it out.  Will try and speak to EDF asap 

niktheguru

Get the meter readings as i put in the previous post asap. Once you got the info post on here. Then write a formal complaint to avoid by email and post. If not resolved in 8 weeks then proceed to the ombudsman.

wild666

Stu2985 said:

HI Elsien  I have looked ay my bills and statements and its totally confusing.  I Dont think its possible for avro to  make it more complicated.  I was going to upload shots of my latest bill but cant edit out the important personal details as they are saved PDF's 

You can print screen the bill then open it in paint and crop the part with the meter readings then save it and post it here 

wild666

Smart meter gives an electric reading of kWh's whereas the gas meter is M3 and one unit of gas is around 11.3kWh, I don't know why the gas meter is still M3 but it is. 
What I have done for the last three years is take readings from the electric and gas meters weekly then if any disputes occur I have a record of the readings. It is backed up on an external SSD card.