AVRO collapse and Octopus takeover

heatherw_01

Mine is a mess!

I moved both gas and elec.
Outfox told me I had moved over to avro. Octopus told me I was moving to them.
Gave octopus meter readings for a final bill.

No one ever told me the gas did NOT move over!
So outfox and avro/octopus are still charging for both for 2 months each!!

outfox told me to leave me DD in place for a refund but BOTH companies took dual fuel payments for two months after I supposedly left but I didn't actually leave as the gas didn't move but no one told me!

BOTH told me I HAD switched! But the gas didn't and no one told me and both just carried on billing for gas and elec.

I gave octopus my gas and elec final meter readings and they didn't think to say the gas didn't switch...

I am chronically ill and disabled and this is a horrific mess
I am massively out of pocket now and no one told me the gas didnt move, infact BOTH companies told me I HAD moved!!!!

jbuchanangb

@heatherw_01. Is this correct? You were with Outfox for dual fuel. You requested Avro to switch both fuels. Gas did not switch before Avro went bust. Electric did switch and is being transferred to Octopus. You are paying to both Outfox and Octopus.

I suggest let dust settle. If gas is still with Outfox, let it stay with them. Let Octopus handle the electricity. There is nothing to be gained by starting a switch to Octopus for gas. After your next bills review the situation. Obviously if Octopus and Outfox are both actually charging you for gas (as distinct from applying a DD payment to the account as if they were) then there is a problem. If Octopus is charging for electricity, and Outfox is charging for gas, then you could request reduced DD payments to single fuel levels. Both suppliers can't charge more than the OFGEM capped tariffs whatever happens.

heatherw_01

@jbuchanangb
They both took payment for BOTH gas and electric for 2 months even though neither was providing both utilities.
No one told me the gas didn't switch even after I gave octopus my meter readings.
They took hundreds.
Octopus said to reduce my avro direct debit, but duh I cant as THEY are the ones who can access avro systems!

Can't just leave it, I have filed complaints due to the fact BOTH told me I HAD SWITCHED!

Absolute mess!

I am disabled and chronically ill so the money is massive to me! I am paying lots on a gas tarrif I shouldn't even be on because it should have moved.

First they failed to stop the move in my cooling off period, then both told me I had switched but I hadn't even though I am paying for it...

So I have paid outfox for gas and elec for 2 months AND avro/octopus for 2 months, BOTH for 2 months EACH!
This is hundreds of pounds of money that I don't have.

Octopus won't even prioritise this switch due to the issues even though they messed up badly and say stupid things like "get avro to reduce your direct debit" which is crazy as they have the avro systems and avro are no more.

They both said stupid things that make no sense. Excuses to get themselves out of it.

Vulnerable customer, paying them tons of money for things that haven't switched and they won't even sort us now rather than weeks or months in the future. I am still paying then for both plus now paying outfox for gas on a high tarrif.