Avro Energy Statements

pearl123

They are taking about 2 weeks to reply by email. 

oldagetraveller1

pearl123 said:

They are taking about 2 weeks to reply by email. 

From what I've seen, only Henry seems to be replying.

However, ask them how to submit a complaint and there's a reply, from someone else, within 24 hours!

[Deleted User]

I had my opening statement in April and now had my first 'regular' statement at the right time for May.  So things finally look settled with my Avro account after a rocky start.

rmtucker

As explained in the past i joined Avro on 2nd Feb and left on 2nd April.

I have still had no bills,Statements,Meter Readings on screen and no answers to any emails in 5 weeks.

Rang them yesterday and they said they are still waiting on opening reading validation and now waiting on closing readings from my new supplier.

Well over 3months and they have made no effort to rectify the problem and i have no doubt they will be in no rush to rectify the problem when they owe me money.

It has put me off switching ever again!!

phillw

If it takes them longer than a year to produce a bill then do we get it free? Or do they protect themselves by taking a direct debit that is too high?

GettingAwayWithIt

oldagetraveller1 said:

pearl123 said:

They are taking about 2 weeks to reply by email. 

From what I've seen, only Henry seems to be replying.

However, ask them how to submit a complaint and there's a reply, from someone else, within 24 hours!

You had more luck than me. I've asked them to raise a complaint on numerous occasions but no response. I've gone straight to the Energy Ombudsman who, surprise surprise, are waiting for Avro to respond. 
I switched in February and each time I try to input meter readings, I receive the message: 'an unexpected error has occurred'. I've made Avro aware of this but nothing has been done.
I've emailed meter readings to them and do get an acknowledgement back by email but the account is not updated. I've asked for statements but nothing.
A truly awful company to deal with. Hopefully the Energy Ombudsman will find their backbone and sort this shambles out.

keithgawler

keithgawler said:

oldagetraveller1 said:

"Will update when I hear back."

Good luck with that. It's taken them two weeks to answer an e-mail requesting a Direct Debit reduction.

I only think they finally replied after I asked how to submit a formal complaint re their tardiness!

Two exchanges of emails in the last hour - waiting for electric reading to be industry validated and has committed to chase it up. Clear gap in their standard business process but at least it's moving forward.

Further chaser emails to the service team and then escalation email to the CEO met with a deafening silence. Reporting this on their Twitter feed got the problem solved within 48 hours. I now have up-to-date bills. Here's hoping the June one now gets generated without me needing to intervene.