Avro - leaving is the hardest part

JohnWW

Been an ordeal to leave Avro, even with the MSE switching service.  Catch22 situation that Avro refused to use their direct debit to collect any final balance, yet without a meter reading and bill, the balance paid down by my manual payments still wasn't accepted by them.  On a dual fuel account, somehow they then allowed us only to switch electricity and after further emails, they allowed a gas switch two weeks later.  Ironically, but not surprising they kept taking the monthly direct debit for two months after leaving and owe hundreds back - still waiting for that

t0rt0ise

I always cancel the direct debits when I think they've taken enough. That way I'm in control and am not waiting for a huge refund. You'll know for next time anyway.

MidlandsGlory

I am finding it difficult too, the difficulty in contacting these suppliers and only really working with email with a few days response times results in crossed lines and hassle. Its been a while since switching as Avro were the best deal for a few fixes and I had hoped it would be a seamless 1 click process these days. It is not!
First Avro asked if I really wanted to switch which I replied to, then one from new supplier saying Avro objected to electricity switch to which I responded. Coming into the warmer months I had a small winter debit on my account so paid that off and asked Avro to remove objection which they did. Went back to new supplier to confirm and they replied the switch was going ahead, then another email from them saying Avro are refusing my gas switch now - its dual fuel so no debit either so I don't know why, so emailed Avro yet again and asked the objection to be taken off gas too. Then I will have to notify the new one its been removed. Back and forth, back and forth.

FormbyGeorge

After leaving Avro I was eventually promised that my outstanding credit balance would be processed at the end of the week. Plus they added it would take up to ten working days for this to be cleared back to my bank account. Still waiting after 13 working days. Now waiting for 8 weeks to pass after my original request so that I can enter a complaint with Ofgem. You would think they would like to keep customers sweet in the hope they may return.

Gerry1

FormbyGeorge said:

You would think they would like to keep customers sweet in the hope they may return.

Welcome to the forum.

You would need to complain to the Ombudsman, not Ofgem.

However, Avro are likely to have paid it by then.  Many companies do not exceed the minimum requirements because the benefits of cash in the bank are considered to be more important than the unquantifiable benefit of increased customer satisfaction from customers who may well not return.