Octopus Energy takes on Avro customers

tsb

It would be interesting to know whether other 'Mid-Switchers' to failed energy companies have had their pre-supply payment treated differently and in fact where they were reimbursed from, the SOLR or the failed energy company administrator.

tsb

Answering my own question here to a degree, but I have found this on Shell Energy's website regarding Colorado Energy, Daligas, GOTO Energy, Green and Pure Planet customers:

What if I’m no longer with my old supplier/Shell Energy – will I still get my credit balance?

We’ll honour all credit balances with your old supplier, even if you were in the process of switching suppliers when they went into administration.

https://www.shellenergy.co.uk/blog/post/welcome-new-customers

oliverbrown

tsb said:

Answering my own question here to a degree, but I have found this on Shell Energy's website regarding Colorado Energy, Daligas, GOTO Energy, Green and Pure Planet customers:

What if I’m no longer with my old supplier/Shell Energy – will I still get my credit balance?

We’ll honour all credit balances with your old supplier, even if you were in the process of switching suppliers when they went into administration.

https://www.shellenergy.co.uk/blog/post/welcome-new-customers

That seems to be referring to customers switching away from the failed supplier and not to them.

MWT

This feels like something new that has come up, perhaps as a result of the volume of customers that were trying to switch to Avro as one of the 'cheap' providers...

Previously there was no need to even consider a difference based on where you were in the process, but I wonder if Ofgem have queried the claim for these 'customers' this time... ?

Clearly Octopus have no reason to treat them any differently as long as they are getting reimbursed for the costs, so it doesn't feel like something that they would have had any reason to seek out...

oliverbrown

Journalist Grace Gausden @ inews seems to be looking into cases of failed suppliers, it might be worth people contacting her to see if she can dig up any news about this from Ofgem: https://inews.co.uk/inews-lifestyle/money/bills/former-avro-energy-customers-are-still-waiting-for-their-credit-balances-months-after-suppliers-collapse-1584596

lawns9600

Info for Avro customers that were in mid switch away from them when they went into administration. I now have a final Avro bill after sending an email to avro@ octopus.energy asking if I was still on their list as I had not heard anything since Octopus original request for meter readings at take over. Octopus said some Avro accounts were still awaiting full migration so I followed up by pointing out I had never been given or had an Octupus account for the Avro account to migrate to. Within days Octupus had given me a account and the Avro final bill apeared in it. How long it will take for the Octupus now to produce their final bill to my switch date or give a refund I dont know.     

johnbhoy70

Same as above for me. In the last few days Octopus initially sent me an email welcoming me to them to which i replied straight back saying nope as i joined Sainsburys Energy on 7th October from Avro. They then replied saying i was sent this in error.

Then somebody in another thread pointed out to me Avro had updated their account and created a final bill up to 26th September. I checked my account and my account had been updated too and last bill had come off my balance. 

Then today i received an email from Sharon at Octopus asking for my starting readings at Sainsburys Energy for the 7th October which i gave. So it appears the wheels are slowing beginning to turn.


ps- i never opened an Octopus account at the time  and still haven't. I just  wasn't comfortable doing so as i didn't want anything potentially messing up my move to Sainsburys. Also, hindsight is a great thing but for years i have never kept any kind of decent balances at Energy Companies. 

lawns9600

Hi johnboy70,
Changed to Sainsburys from Avro on the 07/10/2021 also. Have now found error on Avro final bill as they used the readings given on 06/10/2021 as the closing reading on change to Sainsburys E-ON and not those given 27/09/2021. Pleased to know things are moving for others also, but looks like there may be some more bumps in the road. 

johnbhoy70

lawns9600 said:

Hi johnboy70,
Changed to Sainsburys from Avro on the 07/10/2021 also. Have now found error on Avro final bill as they used the readings given on 06/10/2021 as the closing reading on change to Sainsburys E-ON and not those given 27/09/2021. Pleased to know things are moving for others also, but looks like there may be some more bumps in the road. 

Hmmm....i'd chase them on that to avoid any further hold up.

I gave Avro readings for both on 22th September (my final bill date), 24th September and also 26th and i think they've billed me correctly between 22nd and 26th with their recent updated bill. That's a lot of readings i took but i thought the more the merrier as we knew the writing was on the wall!! 

When i replied to Sharon at Octopus yesterday i made it easy for her because i told her i knew how many units i owe Octopus between 26th September and 7th October. I'm lucky i never kept a big balance there and should be due back £50 give or take when it's sorted!! The sooner the better so i can bin all the  old paperwork and put it to bed!

beeniecarol

Well we have made a little progress; Octopus have sent me my first bill and credited the second direct debit that Avro took on 25th Oct 2021. The email I received from Octopus today explains they are still waiting for the final bill to arrive from Avro's administrators before crediting the first direct debit taken on 24th Sept 2021.

An email from the administrators on 23-03-2021 told me they had provided Octopus with all the information required and the refund would be made by them.   

now, I feel a big like piggy in the middle and neither one is going to sort my credit. Do you know who would be the best person to complain to?   Our MP has just resigned and don't expect we will have a new one for around 3 months.

Grace Gausden is mentioned a few posts above this one, I may send an email and ask if she can help.

Many thanks

Carol