Final bill from Avro totally wrong

MWT

As long as both Avro and Octopus use the same reading for the closing and opening bills, it would usually be in your favour to let the meter reading stand if it results in a larger number of units being charged at a cheaper price, but I do understand that it may not be practical to cover a large bill at short notice.

PEK1

I replied to Octopus to say that isn't a good enough answer, who can I contact to sort this and they have said no-one. Bills cannot be corrected and they do not take any responsibility for any errors. My avro bill should have been £453 but was only £16, with Octopus this rises to £577 :'(

MWT

PEK1 said:

I replied to Octopus to say that isn't a good enough answer, who can I contact to sort this and they have said no-one. Bills cannot be corrected and they do not take any responsibility for any errors. My avro bill should have been £453 but was only £16, with Octopus this rises to £577 :'(

Realistically, your only viable point of contact would be the Administrators of Avro.

Also, just to be clear you can show that they have the wrong meter reading as at 26th September?

wild666

I gave two readings for my final bill one for the date they went under and another for the 26th the difference between the 2 readings is around £4.50 both were submitted using the octopus link.

Hillc

I am having the same problem with Avro. They have over charged me on my final bill by £340. Octopus cannot rectify this issue so I’m not sure where to go. I submitted my meter readings but they used estimated readings which were incorrect and totally ignores the submitted readings.

Blackmes

I am also having the same issue. I had a credit with Avro of £441, provided a meter reading in September and was shocked to see that I had a final bill with an estimated meter reading for my electricity of 1747kWh for August-September!  I have never used more than 200kWh in any month. 

This reduced my credit amount and even though I continued to make monthly payments I now owe Octopus £134. When I called Octopus to complain and ask what happened to my credit balance and historic readings I was asked to write in. When doing this my questions were not responded to and I was asked to send photos of my meters which I did only to be told that Octopus couldn’t do anything and they were going to put me on a payment plan! I feel that I’m just going around in circles, which is frustrating! 

If anyone has any suggestions please advise. Thanks 

MWT

Blackmes said:

I am also having the same issue. I had a credit with Avro of £441, provided a meter reading in September and was shocked to see that I had a final bill with an estimated meter reading for my electricity of 1747kWh for August-September!  I have never used more than 200kWh in any month.

Just to be clear, is the estimated reading well beyond your current reading on the meters now?

Also can you see from your first Octopus bill that they are using the closing reading from Avro as the opening reading for their bill?

Blackmes

MWT said:

Blackmes said:

I am also having the same issue. I had a credit with Avro of £441, provided a meter reading in September and was shocked to see that I had a final bill with an estimated meter reading for my electricity of 1747kWh for August-September!  I have never used more than 200kWh in any month.

Just to be clear, is the estimated reading well beyond your current reading on the meters now?

Also can you see from your first Octopus bill that they are using the closing reading from Avro as the opening reading for their bill?

Yes the opening reading is the estimated reading from Avro. The electricity charge is extortionately larger than what I would use in a month. I also provided meter readings which were ignored and Octopus have only used the estimated reading. 

When writing to Octopus they haven’t answered why they’ve not used my reading and I haves for them to dispute the reading but their response was to phone customer services!  I just feel as if I’m not getting my initial questions answered. 

BiffaBacon1969

I find myself in this position, where I have been over charged roughly 3 months electricity usage by avro on my final bill.

when I informed octopus they advised on the correct readings and advised that they would use these as the basis for my billing, so in effect I’ll be paying for the usage twice.

i contacted ofgem, but they don’t get involved with companies that have failed and advised contracting octopus.

i have sought legal advice via my union helpline and they stated that I should register as a creditor with the administrator.

I contacted the administrators who advised that they can’t help, and to contact octopus, asking them base they’re readings from the end of avro’s estimated reading. So like the earlier advice I’ll pay at the lower rate via my old supplier.

i haven’t gone back to octopus yet to request the above, but I’m not hopeful. This seems a crazy situation and that one that has been encountered numerous times before, so I’d expect a precedent or a solution to exist.

 If anyone has any advice I’d be really grateful.

MWT

Blackmes said:

When writing to Octopus they haven’t answered why they’ve not used my reading and I haves for them to dispute the reading but their response was to phone customer services!  I just feel as if I’m not getting my initial questions answered. 

The usual routes to dispute the readings are not there during the SoLR process as the failed suppliers are no longer governed by the supply license.

You will only pay for the energy once, and if you are overpaying paying Avro then it will be at a lower rate than it would have been with Octopus, so ultimately you do not lose out, but Octopus does.

It is frustrating, but it feels like there is a pragmatic approach being taken to just get the SoLR process finished and to move on rather than invest a lot of time in arguing with the administrators.

If you feel strongly enough you can of course raise it with the administrators yourself, but as this is not a normal switch that is about all you can do...