Avro energy w

Slips36

bagand96 said:

Slips36 said:

I don’t understand the final bill and today they opened another account for me and started taking DD. I cancelled DD until the sort out the final bill.

Something has obviously got lost in translation and they haven't taken the moving in date you've given them and gone backwards until the last time a bill was paid for the address.

Are you renting by any chance? It could be that previous tenants moved out on the 10/09/20 and did settle up?  Or if you've purchased was the property empty for a period?

I agree Avro customer services are painfully slow at the moment to deal with.  Although I have found that they do get there in the end.

I purchased the house on 5/3/21 and the tenants moved out on 10/09/20. The house was empty but the owner/LL may have used some gas/ electric between them dates.

Slips36

Slips36 said:

bagand96 said:

Slips36 said:

I don’t understand the final bill and today they opened another account for me and started taking DD. I cancelled DD until the sort out the final bill.

Something has obviously got lost in translation and they haven't taken the moving in date you've given them and gone backwards until the last time a bill was paid for the address.

Are you renting by any chance? It could be that previous tenants moved out on the 10/09/20 and did settle up?  Or if you've purchased was the property empty for a period?

I agree Avro customer services are painfully slow at the moment to deal with.  Although I have found that they do get there in the end.

I purchased the house on 5/3/21 and the tenants moved out on 10/09/20. The house was empty but the owner/LL may have used some gas/ electric between them dates.

Sorry, the tenants moved out on 10/11/20.

bagand96

So I would imagine the last bill that was paid to Avro was up until 10/09/20.  It does seem that something has got lost in translation when you have notified Avro you have bought the property and moved in.  It's likely due to a breakdown in communication when the tenants moved out and LL took responsibility, but that isn't your problem.  This ties in with the fact that you say Avro have set up a separate account for you, this will be your correct account from when you took ownership.

Just write to Avro and say there has been an error.  You purchased the property on 5th March 2021 and you are not liable for any energy before that date.   It will help if you have meter readings from March 5th that you can provide.  The outstanding debt between the last time a bill was paid (10/9/20) and 05/03/21 is not your debt and not your issue to be involved with.

And for future reference, when you move into a property (tenant or owned) you should always make contact with the energy provider ASAP.  This would have helped avoid this issue.

Slips36

bagand96 said:

So I would imagine the last bill that was paid to Avro was up until 10/09/20.  It does seem that something has got lost in translation when you have notified Avro you have bought the property and moved in.  It's likely due to a breakdown in communication when the tenants moved out and LL took responsibility, but that isn't your problem.  This ties in with the fact that you say Avro have set up a separate account for you, this will be your correct account from when you took ownership.

Just write to Avro and say there has been an error.  You purchased the property on 5th March 2021 and you are not liable for any energy before that date.   It will help if you have meter readings from March 5th that you can provide.  The outstanding debt between the last time a bill was paid (10/9/20) and 05/03/21 is not your debt and not your issue to be involved with.

And for future reference, when you move into a property (tenant or owned) you should always make contact with the energy provider ASAP.  This would have helped avoid this issue.

Thanks for you reply. The problem is I have already paid the bill of £210.93 for the period from 10/11/20 till 1/5/21. I have emailed avro that I didn’t move until 5/3/21 and I wrote that date when I filled out their change of tenancy form with the meter readings from 5/3/21. I’m going to wait for avro to credit my account for the amount I was wrongly charged for. I have cancelled DD until this problem is sorted. It’s only when I was checking my bank account that I noticed avro DD paid out today, I immediately cancelled it to prevent avro taking the DD as it should have been taken on the 1st of the month.
Should I wait for avro to sort out the overpayment and then start paying DD or card payment?  I’m getting really confused.

Anyanka1

I would not just wait for Avro to do the right thing.  In my experience, even the big companies sit and back and do nothing unless you pester them constantly, tell them the same thing over and over again and, if you want action, raise a complaint.  Since you have already told them what has gone wrong more than once, I would raise a complaint now and include, yet again, your proof of the day you moved in as this also proves you could *NOT have been liable for any energy used last year.  They then have eight weeks, as far as I recall, to resolve it; if they do not do so to your satisfaction, you can refer the matter to the Ombudsman and they know this.

In practice, the Ombudsman is useless in the main but it makes energy companies look bad if they have too many complaints referred upwards.  If it gets bad enough, they could be fined; not the first time Avro have fallen foul of the authorities but I think it was Ofgem who stopped them from taking on new customers a year ago.  HTH.

*  Thanks go to Gerry1 for pointing out my mistake.  Eeek!