Avro - Credit refund.

giggidy_2

I have £833 in credit on my account. I have requested £600 back but they are insisting I am only allowed £518 so there is enough to cover the increase coming soon. 
In 2 years I have only ever underpaid my £115 direct debit 4 times totalling £52 yet they want me to up my monthly payment to £142. I said I wanted to keep the same monthly payments and leave £233.77 to cover fluctuations but they said that's not enough. I told her that I was prepared to review my account in a few months to ensure that I was covering payments but she insisted I couldn't have any more. They will still have £315 in my account!
Am I right in thinking that this is MY money? She acted like she was doing me a massive favour in giving me the £518! To top it off they wont issue the refund until the end of next week then it will take a further 10 working days to become available to me which will be 38 days since I first started the request by which point I will have paid another bill and be even more in credit.

Is there a limit on how much an account can be in credit by? or a reasonable amount?

maisie_cat

I had this with AVRO a few years ago, I think I was £500 in credit and they would only give me back £250. I moved to another supplier and it took ages to get the credit back. They clearly haven't learned anything

JohnB47

Apparently ofgem are proposing that energy companies refund customer's  credit balance, each year, on the anniversary of them joining. Could start in 2022.  Proposal was announced in March this year.