Avro Energy missing credit

philmiley

We switched supplier day before the announcement that Avro we’re going into administration, we knew nothing about the sad news but took the precautions and took photos of the credit we had prior to switching.  We checked our opening balance in September and the credit we had with Avro had not been transferred.  To make it clear, there more than enough credit to service the winter months for the average home so any outstanding billing would have been easily covered.  We then noticed that Avro were still taking the monthly payment through DD,  I emailed my new supplier and they said contact Octopus as they didn’t have any record of credit from our old supplier, we did this and the response we had was very poor, there wasn’t any indication or investigation, just a standard templates response.  I’ve responded twice and provided the photos and octopus wasn’t interested.  The worst of it is we had another DD from Avro this month, so I’m now paying two suppliers and on the last DD is not showing on the Avro site but is on my bank statement.

We’ve  had no emails from Octopus regarding credit or help with cancelling the DD
Who’s taking my money, how do I stop the DD without the risk of losing the credit owed? 

wakeupalarm

Customers who were with Avro when they went bust haven't been refunded yet or had any credit transferred across to Octopus.  So you will probably have to wait until that process has been completed before the Administrators of Avro Energy get around to sorting out customers who switched before Avro went bust.

IMJames

My bank, Virgin Money, informed me that they are not allowed to issue direct debit indemnity claims against collapsed energy companies

QrizB

IMJames said:

My bank, Virgin Money, informed me that they are not allowed to issue direct debit indemnity claims against collapsed energy companies

Sounds as though a complaint to the bank is in order.

If they can't make DD indemnity claims, they shouldn't be paying DDs.