Avro - Octopus issues

ajhankmos

Hi, I posted on another thread before Christmas about Avro/Octopus using an inflated estimated electricity reading for my final bill and that I was now showing an approx £250 debt instead of a £200 credit. I contacted Avro/Octopus CS via email to complain and was advised there was nothing they could do to change that estimated meter reading. 

I was reassured by some really helpful forum members that I hadn’t actually lost my credit just that I had effectively pre paid for this energy and that I wouldn’t be charged until my meter went past the opening estimated reading (which matched the Avro closing one). 

I relayed this info back to Octopus CS who then said they would look at it again as they could see my opening reading with them was very high (I’d sent photos of my meter reading at the time as proof). I have continued to supply monthly readings for my account. Today I have received an email stating 

“ I have now resolved the issues on our end, and billed you up to date for consumption with us. 

I have left the electricity meter reading you transferred over to us from Avro to one side - as discussed it is super high and causing odd charges on your account. 

We cannot yet amend that reading, but as soon as we are able to we will investigate further and correct it. I have added a note and reminder on your account so that we are able to do so.”

When I have looked at my account there is the high transfer meter reading dated 26th Sept and on the 27th they have added in another lower realistic estimated meter reading. This has resulted in me being billed for energy from 27th onwards - which I was under the impression I’d already paid for in the debt balance I’m supposed to owe Avro. Are they allowed to do this? I can understand CS are trying to get their accounts in order in terms of my actual usage with them, but is this the correct procedure? It certainly doesn’t feel like the issue is resolved to me. 

Can anyone advise what I should do next?The quote regarding they ‘cannot amend  the opening reading yet, but when they can they will investigate’ seems very vague. I feel like I’m in limbo and, as you can see by the time of posting this, it’s keeping me awake at night! 

Fred2712

Both suppliers should be using the same reading as each other when the transfer took place. Your final bill from Avro should show the same final reading as Octopus use to open your account otherwise you are being double billed.
Octopus will need to contact Avro Administrators to get this reading amended.

dbks

ajhankmos said:

Hi, I posted on another thread before Christmas about Avro/Octopus using an inflated estimated electricity reading for my final bill and that I was now showing an approx £250 debt instead of a £200 credit....

Found it for you
https://forums.moneysavingexpert.com/discussion/6321509/avro-credit-lost

Probably best to keep to just the one thread on this subject to avoid you getting confused.
Also avoids the necessity of MSE'ers reposting the answers given in that thread.
You can request the board guide to merge this new thread with the existing one.

ajhankmos

Fred2712 said:

Both suppliers should be using the same reading as each other when the transfer took place. Your final bill from Avro should show the same final reading as Octopus use to open your account otherwise you are being double billed.
Octopus will need to contact Avro Administrators to get this reading amended.

Thanks for your reply. Yes, as mentioned they are using the same final reading from the 26th Sept that Avro provided, just that Octopus have now added in a lower reading for the 27th and are billing me again for energy I’ve already paid for. My query was regarding what I do next to resolve this - who do I contact - as at the moment the email response gives the impression they are ‘trying’ to amend the final reading (so I’m assuming they have contacted the administrators about this) but in the meantime they have tweaked their systems to bill me again. I’d be interested to know if they are allowed to do this and what the correct procedure should be so that I can request CS adhere to it. (When I previously advised CS that I had effectively prepaid for energy and wouldn’t be expecting to be billed for usage for a while, the advisor stated she would look into it. I responded asking CS not to amend the final reading as I was aware the costs worked out cheaper with Avro rates. I was also worried I’d be billed again and this is  exactly what has happened.)

MWT

ajhankmos said:

Can anyone advise what I should do next?The quote regarding they ‘cannot amend  the opening reading yet, but when they can they will investigate’ seems very vague. I feel like I’m in limbo and, as you can see by the time of posting this, it’s keeping me awake at night!

It would have been better not to have gone back to Octopus again and just left it alone.

... but having done so then your expectation should be that the Avro final bill will be adjusted to use the same reading.

Presumably you have not actually paid anything directly to Avro as a result of the original incorrect bill?

Octopus are handling the debt collection for Avro, so as long as you don't pay Avro and you are only dealing with Octopus this should eventually get sorted out.

ajhankmos

MWT said:

ajhankmos said:

Can anyone advise what I should do next?The quote regarding they ‘cannot amend  the opening reading yet, but when they can they will investigate’ seems very vague. I feel like I’m in limbo and, as you can see by the time of posting this, it’s keeping me awake at night!

It would have been better not to have gone back to Octopus again and just left it alone.

... but having done so then your expectation should be that the Avro final bill will be adjusted to use the same reading.

Presumably you have not actually paid anything directly to Avro as a result of the original incorrect bill?

Octopus are handling the debt collection for Avro, so as long as you don't pay Avro and you are only dealing with Octopus this should eventually get sorted out.

Avro have acquired some of my money via my previous direct debits - as they turned what was a credit balance into a debt with the erroneous meter reading. However,  I still have the outstanding Avro debt showing on my Octopus account and haven’t set up a repayment plan for this because I’m disputing it. The process for disputes had been very frustrating thus far and it worries me that I’m showing as being in debt when I’m not. 

MWT

You are just going to have to wait for the Avro bill to get adjusted.

The net result of all this is you will end up paying more due to the Octopus rates being higher than Avro, but that was your choice.

ajhankmos

MWT said:

You are just going to have to wait for the Avro bill to get adjusted.

The net result of all this is you will end up paying more due to the Octopus rates being higher than Avro, but that was your choice.

I am aware I will pay more however I disagree that it ‘was my choice’. I raised a concern about my final meter reading as per the instructions afforded to me at the time. It was not a ‘choice’ but a process followed to notify the supplier of the error. However, thank you for your responses.. hindsight is a wonderful thing.

Fred2712

Octopus shouldn’t have amended the reading without getting agreement from Avro Admin, I would raise a complaint with Octopus to ensure this get’s sorted, because like you said if it doesn’t you end up paying twice.