Octopus Energy takes on Avro customers

oliverbrown

It begs the uneasy question, if Ofgem decide Avro’s administrators must refund these payments, and there is no money left in the Avro pot, what happens?

bd10

When Avro went bust I did not cancel by DD. My bank advised me against it, also Ofgem I think had a reference on their site at the time. Anyways, I had two further DD leaving my account in November and December, totalling £130. In my long email exchange with Octopus they agreed the credit balance owed to me is £120. But with the statement as of 29th or April, I think all hope is lost to get a refund from Octopus.

Can I claim the two DD under the DD guarantee to get my money back that way? Thing is. The credit balance was the result of the two subsequent DD and not a credit balance at the time when Avro went bust.

What shall I do? Lodge complaint to Ofgem? Go via bank and DD guarantee?

Thanks!

oliverbrown

bd10 said:

What shall I do?

Follow ALL the steps here, in order: https://octopus.energy/unhappy/

tsb

oliverbrown said:

It begs the uneasy question, if Ofgem decide Avro’s administrators must refund these payments, and there is no money left in the Avro pot, what happens?

All along we were told not to worry any credit balance was safe.  That statement will have to be honoured by someone at some point.  

Are we to think that Ofgem are investigating who should pay these balances without being asked by Octopus? Seems a bit strange after seven months that this is suddenly an issue. There has to be more to that story.

oliverbrown

tsb said:

Are we to think that Ofgem are investigating who should pay these balances without being asked by Octopus?

 I find Octopus's assertion that Ofgem would forbid them from reimbursing customers somewhat bizarre.

abar121

It's just yet another misleading and incorrect excuse.

Get a complaint in and you'll get your money.  It's sad to have to resort to that, but it seems to be the only thing that works. 

oliverbrown

abar121 said:

Get a complaint in and you'll get your money.  

Not if Octopus successfully argue to Ofgem that they are not liable for these payments.

abar121

oliverbrown said:

abar121 said:

Get a complaint in and you'll get your money.  

Not if Octopus successfully argue to Ofgem that they are not liable for these payments.

That's not consistent with their actions. 

oliverbrown

abar121 said:

That's not consistent with their actions. 

Odd that they would be in discussions with Ofgem over these mid-transfer payments if they have every intention of paying them.

QrizB

oliverbrown said:

abar121 said:

That's not consistent with their actions. 

Odd that they would be in discussions with Ofgem over these mid-transfer payments if they have every intention of paying them.

Octopus will make the payments if Ofgem then let them reclaim them under the SoLR process. It seems like there are still some details to iron out.