Octopus Energy takes on Avro customers

Merlin139

abar121 said:

I'm still waiting after countless emails for any action from Octopus and empty promise after promise.  

I'm still owed around £400, including the direct debit taken after Avro ceased trading.  Unbelievable.

I made a complaint at the start of Feb about how long the switch was taking. Over 4 months at that point. Amazingly my account was all sorted and transferred over about 4 days before the 8 week point.

If you use Twitter try asking questions on there to get someone to explain what exactly the problem is with your account.

abar121

Merlin139 said:

abar121 said:

I'm still waiting after countless emails for any action from Octopus and empty promise after promise.  

I'm still owed around £400, including the direct debit taken after Avro ceased trading.  Unbelievable.

I made a complaint at the start of Feb about how long the switch was taking. Over 4 months at that point. Amazingly my account was all sorted and transferred over about 4 days before the 8 week point.

If you use Twitter try asking questions on there to get someone to explain what exactly the problem is with your account.

Thanks.  Did you raise the complaint directly, or via resolver?

westv

westv said:

I thought I was close to the end of the transfer process.

Octopus have added the last EDF readings (I was never "with Avro") after they asked me to send a copy of the final bill and any credits from Avro have been added to my account. They worked out what I owed and I paid this in one lump sum. All that was left was the "It's a bit quiet in here...." message.
Now I see that they have moved the payment I made from being a payment for energy used to being just a credit on the account.

I sent a reading for April and they took the payment for that from the credit in my account but that still leaves the previous usage as unpaid and the "It's a bit quiet" message.
I will have to get in touch at some point to get it sorted. 

tsb

westv said:

westv said:

I thought I was close to the end of the transfer process.

Octopus have added the last EDF readings (I was never "with Avro") after they asked me to send a copy of the final bill and any credits from Avro have been added to my account. They worked out what I owed and I paid this in one lump sum. All that was left was the "It's a bit quiet in here...." message.
Now I see that they have moved the payment I made from being a payment for energy used to being just a credit on the account.

I sent a reading for April and they took the payment for that from the credit in my account but that still leaves the previous usage as unpaid and the "It's a bit quiet" message.
I will have to get in touch at some point to get it sorted. 

I was beginning to think Octopus had forgotten about the 'Mid-switchers' like us, but in the last week my account is showing signs of being updated.  I now have the opening readings added, all but one of the direct debit payments that were sat in Avro's account have been added to my Octopus balance. I've actually managed to get an Electric bill after entering a current meter reading.  I feel quite honoured!

I still have the 'It's looking a bit quiet here' message but I haven't been chasing Octopus. I have paid some manual payments into the account on a monthly basis as the direct debit stopped in December 2021.  

Maybe they will sort it out themselves in the end.

Hammer_Time

That’s good news, are the opening readings the same as the final readings from your previous supplier?

abar121

Very interesting indeed.  I finally have £300+ in credit on my account.   

There is an entry for SOLR Balance transfer, finally.

tsb

Hammer_Time said:

That’s good news, are the opening readings the same as the final readings from your previous supplier?

Yes, they are spot on.
The Electric appeared on the account first and after I added a current reading, a bill was produced. 
The Gas opening reading has been split and a reading for December 2021 was added first as "change of Supplier" reading and then in the last few days an official opening reading for October 2021 which matches my previous supplier final bill.
I'm still missing a credit for one month's direct debit for September 2021, the one Avro took in advance of change of supplier.  It looks like Octopus are working backwards through the months somehow.

oliverbrown

Some new information as to why people in mid-transfer to Avro at the time they ceased trading are still waiting for payments made to them before they ceased trading. On the occasions when I have contacted Octopus about this issue, none of the below information was relayed to me.

If you were midway through your switch to Avro when they went into administration (before they started supplying you power but after you’d already had a payment taken). Ofgem are currently investigating accounts like this to decide whether we’re allowed to pay you back your credit, or if it should fall to Avro’s administrators.

https://octopus.energy/avro/

tsb

That does explain it.  That is the payment not showing on my balance history.

Shame they can't get the date correct on the update...... Tuesday 29th April ??

oliverbrown

tsb said:

Shame they can't get the date correct on the update...... Tuesday 29th April ??

For people frustrated with Octopus, now is the time to use the phrase "they don't even know what day of the week it is"!