Avro Energy

LynniH

Through the Cheap Energy Club I recently changed suppliers from Avro to People's Energy.  All went well with the switch, apart from difficulty getting a refund of credit that Avro held.  The switch took place on 15th April and I only got my refund today - 8 weeks after the switch.  They have adhered to Ofgem guidelines - Suppliers have six weeks from a switch to automatically send a final bill and then 10 working days from a final bill to automatically refund a credit balance.  Avro kept the credit balance right up until the last legal day.  I wonder if I can charge them interest?  Won't be switching back to them ever again.

JJ_Egan

(I wonder if I can charge them interest? )

You can try , but is it worth it for pennies ??

sandos

I switched from Avro for the 2nd time and this time the experience of getting a refund is awful.  They have not acknowledged or responded to any of my emails requesting a refund of the credit they owe me.  Their phone line is stating due to COVID.... yada, yada, yada.  We have all had to deal with COVID and the consequences, some more than others.  At least they should have the decency if not to answer the phone lines then respond and yes refund what is owed to people that could be struggling financially.  They are behaving disgracefully and I will not be joining them again even if they are the cheapest nor would I recommend them.  MSE should remove them from their listings.

Consumerist

sandos said:

MSE should remove them from their listings.

I can understand your frustration if you could use the money to pay down other bills but I don't know whether Avro is much slower than other suppliers.

Unlike other comparison sites, MSE Cheap Energy Club does give a heads-up if they become aware of high numbers of complaints about a supplier. I think, however, that excluding them altogether from the comparisons would amount to censorship. For some, an 8-week wait for a refund is well worth the savings acquired over the year.

bellandbottle

I also have switched from Avro for the 2nd time, and am a bit taken aback at the lack of communication.

Also, Avro took an extra DD from our account, even after the switch, despite the account being in credit.

I am just keeping my fingers crossed that the final bill comes on time, and that we get a credit for the full amount.

There is definitely something "strange" happening with this supplier - they were top class the first time round.

JohnB47

LynniH said:

Through the Cheap Energy Club I recently changed suppliers from Avro to People's Energy.  All went well with the switch, apart from difficulty getting a refund of credit that Avro held.  The switch took place on 15th April and I only got my refund today - 8 weeks after the switch.  They have adhered to Ofgem guidelines - Suppliers have six weeks from a switch to automatically send a final bill and then 10 working days from a final bill to automatically refund a credit balance.  Avro kept the credit balance right up until the last legal day.  I wonder if I can charge them interest?  Won't be switching back to them ever again.

Well this is an odd one.

You are complaining that Avro refunded you within Ofgem guidelines period? 

Considering all the other (understandable) complaints about Avro on this forum, your complaint about successfully getting a refund within the required 8 week period seems very strange.

Shouldn't you be congratulating them?

(I've been an Avro customer for a few years now - no complaints and no other connection to the company).

bellandbottle

Well.... on the last day of the six weeks before the invoice should be produced, it duly arrived but it is an interim one. Unfortunately, Avro say that they do not have the electricity closing reading so they are waiting for that.

I have asked twice why they took an extra direct debit, even though the account was in credit, but no response. That means that we have a considerable amount of credit to come, all waiting for the missing electricity reading - I have pinged the new supplier.

bellandbottle

Well......again, it is now over eight weeks since the handover, and there is no sign of Avro settling the outstanding amount. I've send in a support email asking for an update - "we will get back to you between 5 an 10 days time".

A lesson learned.

davidm_uk

I'm having problems with Avro continually ignoring the electricity readings that I submit via their web site every month (in good time) and they show their own, vastly inflated, readings on the monthly statement. I email support, and they have until August issued a revised statement, but no response for August, and I've just had to complain about the September statement. My reading 118, their estimate 313.7! I can't find out how to make a formal complaint, the only contact seems to be the Support team (which I think is a contact centre, not directly Avro). Their current prices are good, beat anything that the MSE site lists, but I'm getting concerned about the company's performance.

Gerry1

davidm_uk said:

I'm having problems with Avro continually ignoring the electricity readings that I submit via their web site every month (in good time) and they show their own, vastly inflated, readings on the monthly statement.

The BIB may be the problem: some companies want a reading each month on a specific day, otherwise they will generate an estimated bill.  Try sending readings on the same day of the month that they produce the estimated bill, or the day before.

davidm_uk said:

I can't find out how to make a formal complaint, the only contact seems to be the Support team (which I think is a contact centre, not directly Avro).

Send a letter to Complaints Team, Avro Energy, Wheatfield House, Wheatfield Way, Hinckley, Leicestershire, LE10 1YG, getting a free Certificate of Posting.

https://support.avroenergy.co.uk/hc/en-us/articles/360013739358-If-You-Are-Unhappy

davidm_uk said:

Their current prices are good, beat anything that the MSE site lists

If you are already with Avro, the MSE CEC site will hide all the Avro results, despite their claims to show the whole of the market, presumably because they prefer you to switch to a different supplier that would pay them commission.  Better to start comparing with Citizens Advice and 'Which? Switch' and a few commercial sites.  Take great care to make sure you use the Filter button or whatever to show the whole of the market, not just the expensive suppliers that pay commission, and don't forget to try separate suppliers not just dual fuel.

davidm_uk

Overtaken by events it seems, god knows when I'll get back the credit balance on the account. 

Despite announcing ceasing trading last Wednesday, they still DD'd the monthly payment two days later, grrrr. DD now cancelled with bank.