Avro - Refund

Foosey

I left Avro 12th March 21. I had a credit on my account of over £300. My final readings were sent to my new supplier and Avro.
Avro have decided in the last 7 days I was with them I used £1058.00 of gas and have come up with some random reading from god knows where, so they are saying I owe them £700.
I am getting really frustrated as you cant get hold of them. They don't respond to emails, the Chat platform isn't working and the phone lines are closed.
I resorted to Twitter and someone called Millie did email me about 2 weeks ago to say there is a dispute over my final reading (bear in mind what they say my final reading is is much higher than my reading at this point which is over 2 months later.)
I have since emailed several times and still nothing back from them. I am so fed up at this point.
Has anyone had the same issues with them? Did you get it resolved in the end?
Wendy   

caen

Wendy
I left Avro 2 months ago and cannot get them to respond to my query why my credit if £352.19 has still not been refunded? Any advice
Liz

[Deleted User]

Foosey said:

I left Avro 12th March 21. I had a credit on my account of over £300. My final readings were sent to my new supplier and Avro.
Avro have decided in the last 7 days I was with them I used £1058.00 of gas and have come up with some random reading from god knows where, so they are saying I owe them £700.
I am getting really frustrated as you cant get hold of them. They don't respond to emails, the Chat platform isn't working and the phone lines are closed.
I resorted to Twitter and someone called Millie did email me about 2 weeks ago to say there is a dispute over my final reading (bear in mind what they say my final reading is is much higher than my reading at this point which is over 2 months later.)
I have since emailed several times and still nothing back from them. I am so fed up at this point.
Has anyone had the same issues with them? Did you get it resolved in the end?
Wendy   

Both suppliers are required to use the same reading to open and close your accounts. The new supplier has the Supply Licence obligation to validate the readings that you gave them on switch. There is no need to give the old supplier a reading as they cannot use it for Final Billing purposes. Are the opening and closing readings the same?

[Deleted User]

caen said:

Wendy
I left Avro 2 months ago and cannot get them to respond to my query why my credit if £352.19 has still not been refunded? Any advice
Liz

Have you had a Final Bill from Avro? There is no prescribed timescale for refunding credit balances. I know that one of the bigger suppliers has an escalating approvals process: that is, the greater the credit, the higher up the company it has to go for sign off.

Gerry1

Dolor said:

caen said:

Wendy
I left Avro 2 months ago and cannot get them to respond to my query why my credit if £352.19 has still not been refunded? Any advice
Liz

There is no prescribed timescale for refunding credit balances.

Surely it's six weeks for the final bill and then refund of credit within a further two weeks, with £30 compo if either deadline is breached?

[Deleted User]

Gerry1 said:

Dolor said:

caen said:

Wendy
I left Avro 2 months ago and cannot get them to respond to my query why my credit if £352.19 has still not been refunded? Any advice
Liz

There is no prescribed timescale for refunding credit balances.

Surely it's six weeks for the final bill and then refund of credit within a further two weeks, with £30 compo if either deadline is breached?

I stand corrected. It is 10 working days as you say.

[Deleted User]

I'm in the situation where I have asked for a refund - it has been granted according to the reply I received (8 days ago) although I have not yet received it!

We have fully evaluated your account and can confirm a credit refund of £xxx.xx has been approved.

Then Avro state 

Your refund will be processed at the end of the working week to the bank details we hold on record for you. Once processed please allow up to 10 working days for your refund to clear back to you

Brilliant  oh the power of the internet and the DD/BACS system 

My first email to them was 9th July (34 days ago and counting) followed by polite reminders via email and twitter since then.

The only thing keeping me from blowing my top is the fact that I expect to be moving house within the next 2-3 weeks so getting a partial refund on my current balance is the least of my current problems as it is going to take the full 8 weeks or whatever for a final bill and refund after I leave them

[Deleted User]

At last a result although Avro moved at a snail's pace throughout in giving me a partial refund on my account balance (the amount of the Warm Home Discount) .  So it has only taken what 39 days since my initial request to get this money back.  At least it now means that the balance on my account when I move in 11 days time will be somewhat lower.  I am not anticipating getting my final balance settlement for the full 8 weeks after I move.  At least those funds will be useful in the run up to Xmas.