Avro Energy Nightmare

oldagetraveller1

"pick up a phone, answer an email "

Seconded. Never had any problems with statements/bills and I have never been anywhere near Twitface!

MWT

2010 said:

Cancelling a DD doesn`t stop a refund being paid.
Avro know your bank details and can pay a refund into it.
This happened to me with both Scottish Power and Avro when I left them previously.

Some of the suppliers have taken the stance that as they are obliged to follow GDPR rules, once you cancel the DD the contractual basis for retaining and processing your bank account data has ended, so they must delete your bank infomation.

It doesn't stop them mailing a cheque of course and you could always provide your account information again telling them it is to be used only for repaying your credit, but with some at least, cancelling the DD will stop them making a payment direct to your account...

wild666

take the opening reading and the closing reading and deduct the opening read from the closing read that gives the total usage, if you have smart meter it will be kWh if nor you will have to do some maths. That will give you the price of your usage minus the daily charge then multiply the daily charge by the number of days you were with them. That will give you the total for your electric. do the same for gas but smart meters but some maths will needed, one unit of gas is 11.3 kWh so multiply the units by 11.3 and you will have your kWh gas usage you just need to multiply the daily charge by the same as the electric to get your total. 

As an example 2600 kWh multiplied by a charge of 16p per kWh  with a daily charge of 20p would be £489 for electric. gas with the same daily charge and 3p kWh using 8000 kWh would be £313 giving a total of £802. 

I moved from Bulb to Avro in Jan and already have £150 credit 

2010

wild666 said:

take the opening reading and the closing reading and deduct the opening read from the closing read that gives the total usage, if you have smart meter it will be kWh if nor you will have to do some maths. That will give you the price of your usage minus the daily charge then multiply the daily charge by the number of days you were with them. That will give you the total for your electric. do the same for gas but smart meters but some maths will needed, one unit of gas is 11.3 kWh so multiply the units by 11.3 and you will have your kWh gas usage you just need to multiply the daily charge by the same as the electric to get your total. 

As an example 2600 kWh multiplied by a charge of 16p per kWh  with a daily charge of 20p would be £489 for electric. gas with the same daily charge and 3p kWh using 8000 kWh would be £313 giving a total of £802. 

I moved from Bulb to Avro in Jan and already have £150 credit 

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/check-if-you-are-owed-money-your-energy-bill


Are you going to ask Avro for a refund on your £150?

With all your calculating you should be able to work out how much your bills are going to be for the coming winter, assuming that you have kept a weekly/monthly record of your passed usage. 

You have £150 credit and you know what your monthly DD is and your passed usage will give a good indication of your coming bills.
So maybe the £150 will be needed.

From 2022 maybe:

https://www.ofgem.gov.uk/publications/ofgem-reforms-could-see-credit-balances-around-ps14-bn-automatically-returned

t0rt0ise

If Avro have taken money from a DD they are not entitled to, you can get it back via your bank. That's what the DD guarantee is for.

Newtonslot

Appalled that over 2 months from receiving my final statement from Avro showing over £89 credit that there has been absolute silence. I have kept my DD open to allow for a repayment but zilch !    Impossible to get through to them on telephone as no one is available ,please try later . Worst than last week when I listened to music for 40 mins.. Online chat unavailable and despite receiving a 'service ticket on an automatic reply email stating a response time of 5-10 days - it is now 12 days and counting !
I would give them no marks at all for customer service and a seeming inability to be able to communicate with. !   Is anybody else in the same boat - are they going out of business ?  How can I get my credit back . ? This experience makes all thought of switching suppliers not worth the risk -or is this what they want ??  I am now with igloo and the swap was via MSE , I believe their reviews should be downgraded to zero for customer support.

oldagetraveller1

You have my sympathies. Yes, they never answer e-mails, only an automated acknowledgement of receipt. Impossible to contact by any other method.

Fortunately (for me) I have just received my closing account credit, £163.19, in my bank account. Well past the 10 working days from the issue of final bill.

I cancelled the Direct Debit because they took money, using that, after I had switched away. That hasn't created any issues with the refund. They still have bank account details.

They should be paying £30 compensation for the late payment but I'm just thankful my money has been returned. Too much hassle trying for £30. Maybe that's what they rely on?

If you look on Trustpilot, the 5 star reviews are mainly from people who have switched to them - easy switch, cheaper prices etc.. Most of the bad reviews/ratings are about their dire customer service and reluctance to issue credit refunds.

I too wonder if they are on the bones of their backside and about to cease?

Good luck with your quest.

bristolleedsfan

oldagetraveller1 said:

They should be paying £30 compensation for the late payment but I'm just thankful my money has been returned. Too much hassle trying for £30. Maybe that's what they rely on?

If they fail to pay that £30 compensation automatically within a further 10 days of that breach occurring namely late payment after final bill they are then required to pay an additional £30 compensation.=£60 total

2010

bristolleedsfan said:

oldagetraveller1 said:

They should be paying £30 compensation for the late payment but I'm just thankful my money has been returned. Too much hassle trying for £30. Maybe that's what they rely on?

If they fail to pay that £30 compensation automatically within a further 10 days of that breach occurring namely late payment after final bill they are then required to pay an additional £30 compensation.=£60 total

Yes and the more people who fail to chase them up about it, the more they`ll try to get away with paying the £30/£60 compo.

Inertia/lethargy are what they rely on.

wild666

2010 said:

wild666 said:

take the opening reading and the closing reading and deduct the opening read from the closing read that gives the total usage, if you have smart meter it will be kWh if nor you will have to do some maths. That will give you the price of your usage minus the daily charge then multiply the daily charge by the number of days you were with them. That will give you the total for your electric. do the same for gas but smart meters but some maths will needed, one unit of gas is 11.3 kWh so multiply the units by 11.3 and you will have your kWh gas usage you just need to multiply the daily charge by the same as the electric to get your total. 

As an example 2600 kWh multiplied by a charge of 16p per kWh  with a daily charge of 20p would be £489 for electric. gas with the same daily charge and 3p kWh using 8000 kWh would be £313 giving a total of £802. 

I moved from Bulb to Avro in Jan and already have £150 credit 

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/check-if-you-are-owed-money-your-energy-bill


Are you going to ask Avro for a refund on your £150?

With all your calculating you should be able to work out how much your bills are going to be for the coming winter, assuming that you have kept a weekly/monthly record of your passed usage. 

You have £150 credit and you know what your monthly DD is and your passed usage will give a good indication of your coming bills.
So maybe the £150 will be needed.

From 2022 maybe:

https://www.ofgem.gov.uk/publications/ofgem-reforms-could-see-credit-balances-around-ps14-bn-automatically-returned

I didn't ask for a refund from Bulb when I was with them and got £900 back when I left them, I will do the same with Avro just let it build up until I leave them.