Octopus Energy takes on Avro customers

oliverbrown

dbks said:

I'm now hearing stories of Octopus telling some past Avro customers that if they want their money, they need to wait or chase themselves Avro administrators to contact the customer and seek their own refunds. Are they serious?

I presume this is for customers in mid switch away from Avro at the time of their collapse?

dbks

oliverbrown said:

dbks said:

I'm now hearing stories of Octopus telling some past Avro customers that if they want their money, they need to wait or chase themselves Avro administrators to contact the customer and seek their own refunds. Are they serious?

I presume this is for customers in mid switch away from Avro at the time of their collapse?

Not necessarily.
As I understand it, Octopus are saying they have received no financial information about any Avro accounts, so Octopus cannot update current customers accounts with such balance detail either.

oliverbrown

dbks said:

As I understand it, Octopus are saying they have received no financial information about any Avro accounts, so Octopus cannot update current customers accounts with such balance detail either.

That is surely a matter of time, be it days, weeks or months.

In the case of people in mid switch away though, there may be no Octopus account set up to receive the money.

dbks

oliverbrown said:

dbks said:

As I understand it, Octopus are saying they have received no financial information about any Avro accounts, so Octopus cannot update current customers accounts with such balance detail either.

That is surely a matter of time, be it days, weeks or months.

or years, decades, centuries. The problem is that despite early indications of a timeframe, the reality is now that Octopus have no control as to when they will get the information, if ever.

oliverbrown said:

dbks said:

As I understand it, Octopus are saying they have received no financial information about any Avro accounts, so Octopus cannot update current customers accounts with such balance detail either.

In the case of people in mid switch away though, there may be no Octopus account set up to receive the money.

I think the Octopus page indicates that even past customers would be set up with an Octopus account, if only to refund any credit balance. But Octopus now admit they cannot complete the account set up at present as they are awaiting the balance info from the Avro administrator. When that will be is anyones guess.

MWT

dbks said:

Octopus Energy need to come clean, and step up to their responsibilities as the Ofgem appointed SoLR for Avro Energy.

Not sure how much more detailed Octopus could possibly be than they have already been, I can't think of any other SoLR process that has been better documented than this one, nor can I think of one that has been more visible diligent than this one, so what exactly do you feel they should disclose that they have not disclosed, and in what way are they not living up to their responsibilities as SoLR?

If you just refer to comments about customers approaching the Administrators directly, that sounds more likely to have been in the context of telling ex-Avro customers chasing for a balance refund that they need to wait for the process to complete in which case they will get their refund via the efforts of Octopus, or if they will not wait they are free to approach the Administrators directly, which is true, and the only alternative, albeit a pointless one...

youravinalarrrf

Here's today's Octopus update for ex-Avro customers

I'm not sure if this still remains the case but my understanding is that final Avro bills will appear in the usual place on the Avro website first and only be visible on your Octopus account sometime after that when the financial data from your Avro account has been transferred and uploaded to your Octopus account.

If that information still remains correct it's probably worth checking your Avro account on a daily basis from now on assuming you can still log on to it.

dbks

MWT said:

dbks said:

Octopus Energy need to come clean, and step up to their responsibilities as the Ofgem appointed SoLR for Avro Energy.

Not sure how much more detailed Octopus could possibly be than they have already been, I can't think of any other SoLR process that has been better documented than this one, nor can I think of one that has been more visible diligent than this one, so what exactly do you feel they should disclose that they have not disclosed, and in what way are they not living up to their responsibilities as SoLR?

If you just refer to comments about customers approaching the Administrators directly, that sounds more likely to have been in the context of telling ex-Avro customers chasing for a balance refund that they need to wait for the process to complete in which case they will get their refund via the efforts of Octopus, or if they will not wait they are free to approach the Administrators directly, which is true, and the only alternative, albeit a pointless one...

It wasn't intended to be a comment about the level of details disclosed, but rather the accuracy of those details. They seem to be back peddling very rapidly, now.

As for expecting Avro customers to chase their own refunds, well I hoped I've alreadty addressed that. As the SoLR, Octopus energy is responsible to refund/credit domestic customers their credit balances owed to them by the now bust Avro Energy.

bristolleedsfan

MWT said:

dbks said:

Octopus Energy need to come clean, and step up to their responsibilities as the Ofgem appointed SoLR for Avro Energy.

Not sure how much more detailed Octopus could possibly be than they have already been, I can't think of any other SoLR process that has been better documented than this one, nor can I think of one that has been more visible diligent than this one, so what exactly do you feel they should disclose that they have not disclosed, and in what way are they not living up to their responsibilities as SoLR?

If you just refer to comments about customers approaching the Administrators directly, that sounds more likely to have been in the context of telling ex-Avro customers chasing for a balance refund that they need to wait for the process to complete in which case they will get their refund via the efforts of Octopus, or if they will not wait they are free to approach the Administrators directly, which is true, and the only alternative, albeit a pointless one...

MWT said:

dbks said:

Octopus Energy need to come clean, and step up to their responsibilities as the Ofgem appointed SoLR for Avro Energy.

If you just refer to comments about customers approaching the Administrators directly, that sounds more likely to have been in the context of telling ex-Avro customers chasing for a balance refund that they need to wait for the process to complete in which case they will get their refund via the efforts of Octopus, or if they will not wait they are free to approach the Administrators directly, which is true, and the only alternative, albeit a pointless one...

I think dkbs was referring to something like this, incorrect answer, SOLR is responsible for  honouring domestic credit balances for both current and past customers of Avro Energy Octopus Energy on Twitter: "@JanakD Hi JD, because you left Avro before we were appointed, this would be the responsibility of the Administrator. They should be in touch with you in the coming weeks - but we’re always the other side of a DM if you need any more help🙌 https://t.co/mdLjkMMxIf" / Twitter

oliverbrown

Yesterday's Octopus update was a little too critical for someone's taste.

we are sadly still waiting for Avro's administrators to totally finalise the process

is now

we are waiting for the finalisation of the process

victor2

oliverbrown said:

Yesterday's Octopus update was a little too critical for someone's taste.

we are sadly still waiting for Avro's administrators to totally finalise the process

is now

we are waiting for the finalisation of the process

Somebody at Octopus not only frustrated, but got his/her wrist slapped too.