Avro Energy

Teddyewart

Not enjoying my second spell with Avro Energy, how they have changed in such a short time. They set my monthly payment high so every
month I’m in credit. When the contract ended, without contacting me, mid month put me on the high cost tariff and standing charge. When I asked them why they mention they are very busy.
So I make arrangements to switch to a new energy company that took over on the 28 May 2021. Whilst still in credit more than the monthly payment they take a payment from my bank even though they are not my suppliers. They now say it will take 6 weeks for a final account bill. I am paying for energy to both companies.
Does this seem to be a responsible energy supplier towards a pensioner?

bagand96

If it's any consolation, you're not alone. As seen on the main Avro Energy feedback thread, their customer service has basically ceased functioning. https://forums.moneysavingexpert.com/discussion/5367862/avro-energy-reviews-give-your-feedback#latest

In your situation, you could cancel your DD to Avro. You have switched away and are in credit. That will stop them taking any more money from you, the only caveat would be that it may delay the refund as they will have to issue a cheque or arrange a one off payment. 

Anyanka1

I can only echo your feelings, OP.  Avro have no idea what customer service is and the only reason to entertain them is low prices.  You really do get what you pay for, it seems and, with Avro, you get absolutely nothing even when you are trying to stay with them.

I have read on here that they take even longer to refund credit than they do to answer the phone:  This played a big part in my decision to avoid switching to another supplier.  This is tantamount to extortion, IMHO:  They owe me 200 quid.

Gerry1

Great shame, Avro used to be very good, especially as you could switch instantly and without penalty if they launched a cheaper tariff.  But perhaps that's the problem, if you're cheap, efficient and customer friendly there's no fat to trim when the going gets tough.

Bit like John Lewis, we want nice big stores in expensive city centres with well trained knowledgeable staff selling quality products but all at bargain basement prices.  Something's Gotta Give.

The snag is that the expensive big boys are often just as bad:  Spanish Scottish Power, Électricité de France etc...

Teddyewart

Thanks for the replies, I just find it totally bewildering that you can switch effortlessly, but when it comes to the final bill and worse still if you are in credit, this takes 6 weeks or more. Avro’s explanation is they need to make sure the energy consumptions correct. We are all aware that is total fabrication and extremely poor customer service on their part. A company I will definitely avoid in future and I will make that known.

MWT

Teddyewart said:

Avro’s explanation is they need to make sure the energy consumptions correct. We are all aware that is total fabrication and extremely poor customer service on their part.

Actually no, I would hope we are aware that Avro are actually correct on that point...

The switching process requires that the losing supplier must wait to receive the validated/adjusted meter reading from the industry process that is triggered by the customer providing the final meter reading to the gaining supplier.

Even if you provide a final meter reading to the losing supplier (which you should not do) they cannot use it as a definitive reading as it may get adjusted by the industry process.

OfGem allows up to 6 weeks for the losing supplier to provide the final bill

brewerdave

MWT said:

Teddyewart said:

Avro’s explanation is they need to make sure the energy consumptions correct. We are all aware that is total fabrication and extremely poor customer service on their part.

OfGem allows up to 6 weeks for the losing supplier to provide the final bill

...and then a further ten working days to issue any credits due.

Anyanka1

For some reason, I thought it was a further ten weeks.  I bet, with Avro, it probably is.

Apparently, I am in some nebulous part of Avro awaiting the kind attention of their "renewals team" just to address the question of my DD amount when they owe me over £200!  I should not have to wait "2-4 weeks" for someone to bother to look at my account and stop ripping me off.  The only thing preventing my leaving is that the other suppliers are just as bad, if not worse, and more expensive.

Customer service really has deteriorated in the last three years, I would say but we are where we are.  The only things that seem to matter now are price and whether the firm is likely to disappear overnight.

Teddyewart

MWT said:

Teddyewart said:

Avro’s explanation is they need to make sure the energy consumptions correct. We are all aware that is total fabrication and extremely poor customer service on their part.

Actually no, I would hope we are aware that Avro are actually correct on that point...

The switching process requires that the losing supplier must wait to receive the validated/adjusted meter reading from the industry process that is triggered by the customer providing the final meter reading to the gaining supplier.

Even if you provide a final meter reading to the losing supplier (which you should not do) they cannot use it as a definitive reading as it may get adjusted by the industry process.

OfGem allows up to 6 weeks for the losing supplier to provide the final bill

Avro and OfGem maybe correct in their policies the way they see them.
my point is it is ridiculous to wait 6 weeks for a reading to be submitted from a third party that in turn takes this amount of time. If you think that’s fair - I don’t and it needs regulation to change it, far too many being ripped off here and it’s never mentioned on the pitfalls when changing energy firms. That was my point.

Anyanka1

To add insult to injury, Avro have today informed me my DD will increase by £7 per month from this month, before they even do the annual assessment (assuming they know how)  I have informed them they can either put it back down to where it was right now or I will be reclaiming my £200+ credit.  Which will do their cashflow more harm?  What a bunch of cretins they are!

Teddyewart

Avro Energy has gone completely one way - down in my estimation. A shadow of a company 2 years ago. I moved house had a really bad 9 months with BG so, thought I go back to Avro Energy. Everything ok it seems contract comes to an end of term, they don’t contact me and promptly put me on the highest tariff and SC.
Made a switch immediately and although in credit continue to remove funds DD and final account showing on-line 6 weeks after the switch, £200 still in their favour - not mine it’s my cash!
How can this be fair? How can it be possible for ofgem to declare this being right and proper.
Have they not heard of 24 hour banking this company and all the rest of the energy companies are ripping the consumer off proper.
if you get one of these companies who make the switch automatically, Nationwide Building Society has just informed me of their new service - what happens if they switch me 3 times in a year? I will tell you they do exactly the same - you could be in this case treble the annual energy bill and more. It just don’t pay to be in credit at all or pay by DD.