Avro Energy

04rowlab

We've had an abysmal experience closing our AVRO account trying to get nearly £600 credit owed to us.  Initially they sent the wrong form to close the account so a direct debit was taken after we had moved out of the property and requested to close the account.  This was rectified and a final bill sent within the 6 weeks outlined by OFGEM.  

We were then told we'd receive our refund within 14 days, we didn't receive it.  Called AVRO to be told it was 14 days from the Friday of the final bill being issued, which would be tomorrow and I believe against OFGEMs standards as this would be 12 working days after the final bill (not the 10 outlined by OFGEM).  We were then told this would work out to be the 3rd September, which is 17 working days after the final bill .  When questioned as to why they told us it would be 12 working days and 17 working days in the same phone call they gave no reason.

When reminded that OFGEM require them to pay compensation if it takes longer than 10 working days for the refund to be processed they told us we were not entitled to this as we closed the account and have moved out, rather than switched.  Does anyone know if there's any truth in this and if so does this mean they can hold our money indefinitely?

[Deleted User]

04rowlab said:

We've had an abysmal experience closing our AVRO account trying to get nearly £600 credit owed to us.  Initially they sent the wrong form to close the account so a direct debit was taken after we had moved out of the property and requested to close the account.  This was rectified and a final bill sent within the 6 weeks outlined by OFGEM.  

We were then told we'd receive our refund within 14 days, we didn't receive it.  Called AVRO to be told it was 14 days from the Friday of the final bill being issued, which would be tomorrow and I believe against OFGEMs standards as this would be 12 working days after the final bill (not the 10 outlined by OFGEM).  We were then told this would work out to be the 3rd September, which is 17 working days after the final bill .  When questioned as to why they told us it would be 12 working days and 17 working days in the same phone call they gave no reason.

When reminded that OFGEM require them to pay compensation if it takes longer than 10 working days for the refund to be processed they told us we were not entitled to this as we closed the account and have moved out, rather than switched.  Does anyone know if there's any truth in this and if so does this mean they can hold our money indefinitely?

Avro may well be correct:

https://www.ofgem.gov.uk/sites/default/files/docs/2020/02/switching_gsop_phase_2_policy_decision_november_2019.pdf

If you can prove that a supplier owes you money then write a Letter Before Action. If this doesn’t work then take them to The Small Claims Court.

04rowlab

[Deleted User] said:

04rowlab said:

We've had an abysmal experience closing our AVRO account trying to get nearly £600 credit owed to us.  Initially they sent the wrong form to close the account so a direct debit was taken after we had moved out of the property and requested to close the account.  This was rectified and a final bill sent within the 6 weeks outlined by OFGEM.  

We were then told we'd receive our refund within 14 days, we didn't receive it.  Called AVRO to be told it was 14 days from the Friday of the final bill being issued, which would be tomorrow and I believe against OFGEMs standards as this would be 12 working days after the final bill (not the 10 outlined by OFGEM).  We were then told this would work out to be the 3rd September, which is 17 working days after the final bill .  When questioned as to why they told us it would be 12 working days and 17 working days in the same phone call they gave no reason.

When reminded that OFGEM require them to pay compensation if it takes longer than 10 working days for the refund to be processed they told us we were not entitled to this as we closed the account and have moved out, rather than switched.  Does anyone know if there's any truth in this and if so does this mean they can hold our money indefinitely?

Avro may well be correct:


If you can prove that a supplier owes you money then write a Letter Before Action. If this doesn’t work then take them to The Small Claims Court.

We have the final bill showing the amount owed and also written conformation that we would receive the refund within 14 days. By confirming this in writing does that make it legally binding?  They've now sent us another email stating we will receive the refund before the 3rd September too.  Absolute madness that these standards wouldn't apply to closing accounts and moving considering this would mean it wouldn't really protect many renters.  

Our plan was to file a formal complaint with AVRO and if it isn't honoured within 8 weeks then complain to Ofgem.  Hoping to avoid small claims court as it was a shared property so managing to get everyone onboard seems almost impossible, thanks for your help!

[Deleted User]

04rowlab said:

[Deleted User] said:

04rowlab said:

We've had an abysmal experience closing our AVRO account trying to get nearly £600 credit owed to us.  Initially they sent the wrong form to close the account so a direct debit was taken after we had moved out of the property and requested to close the account.  This was rectified and a final bill sent within the 6 weeks outlined by OFGEM.  

We were then told we'd receive our refund within 14 days, we didn't receive it.  Called AVRO to be told it was 14 days from the Friday of the final bill being issued, which would be tomorrow and I believe against OFGEMs standards as this would be 12 working days after the final bill (not the 10 outlined by OFGEM).  We were then told this would work out to be the 3rd September, which is 17 working days after the final bill .  When questioned as to why they told us it would be 12 working days and 17 working days in the same phone call they gave no reason.

When reminded that OFGEM require them to pay compensation if it takes longer than 10 working days for the refund to be processed they told us we were not entitled to this as we closed the account and have moved out, rather than switched.  Does anyone know if there's any truth in this and if so does this mean they can hold our money indefinitely?

Avro may well be correct:


If you can prove that a supplier owes you money then write a Letter Before Action. If this doesn’t work then take them to The Small Claims Court.

We have the final bill showing the amount owed and also written conformation that we would receive the refund within 14 days. By confirming this in writing does that make it legally binding?  They've now sent us another email stating we will receive the refund before the 3rd September too.  Absolute madness that these standards wouldn't apply to closing accounts and moving considering this would mean it wouldn't really protect many renters.  

Our plan was to file a formal complaint with AVRO and if it isn't honoured within 8 weeks then complain to Ofgem.  Hoping to avoid small claims court as it was a shared property so managing to get everyone onboard seems almost impossible, thanks for your help!

Pay a solicitor a couple of Hundred Pounds, and I am sure you will get a legal opinion based on past case law.  Wise posters should avoid giving a legal opinion unless they are qualified to do so. 

04rowlab

[Deleted User] said:

04rowlab said:

[Deleted User] said:

04rowlab said:

We've had an abysmal experience closing our AVRO account trying to get nearly £600 credit owed to us.  Initially they sent the wrong form to close the account so a direct debit was taken after we had moved out of the property and requested to close the account.  This was rectified and a final bill sent within the 6 weeks outlined by OFGEM.  

We were then told we'd receive our refund within 14 days, we didn't receive it.  Called AVRO to be told it was 14 days from the Friday of the final bill being issued, which would be tomorrow and I believe against OFGEMs standards as this would be 12 working days after the final bill (not the 10 outlined by OFGEM).  We were then told this would work out to be the 3rd September, which is 17 working days after the final bill .  When questioned as to why they told us it would be 12 working days and 17 working days in the same phone call they gave no reason.

When reminded that OFGEM require them to pay compensation if it takes longer than 10 working days for the refund to be processed they told us we were not entitled to this as we closed the account and have moved out, rather than switched.  Does anyone know if there's any truth in this and if so does this mean they can hold our money indefinitely?

Avro may well be correct:


If you can prove that a supplier owes you money then write a Letter Before Action. If this doesn’t work then take them to The Small Claims Court.

We have the final bill showing the amount owed and also written conformation that we would receive the refund within 14 days. By confirming this in writing does that make it legally binding?  They've now sent us another email stating we will receive the refund before the 3rd September too.  Absolute madness that these standards wouldn't apply to closing accounts and moving considering this would mean it wouldn't really protect many renters.  

Our plan was to file a formal complaint with AVRO and if it isn't honoured within 8 weeks then complain to Ofgem.  Hoping to avoid small claims court as it was a shared property so managing to get everyone onboard seems almost impossible, thanks for your help!

Pay a solicitor a couple of Hundred Pounds, and I am sure you will get a legal opinion based on past case law.  Wise posters should avoid giving a legal opinion unless they are qualified to do so. 

Unfortunately this definitely won't happen given we are 4 students, hopefully the energy ombudsman will be able to help us for free!