Credit not transferred over

wond3rboy

Good day,

I purchased my brand new house and got a very good quote with avro from June 2020 and was quoted a price for 2 adults and 2 children estimating £67 a month usage .

January 2021 the house hold changed and it was just me living there and I'm away a lot with work.

So by June 2021 I was £400 in credit.
when I asked avro if it's possible to transfer me my credit back into my account they didn't respond. I then got a email my price per month has changed from £67 to £47 but nothing about my credit.

After emailing and calling several times I decided to cancel my direct debit as I'm not paying for something I'm in credit with.
they very quickly rang me.

I told them I'm in credit and want this either in my bank or a reduced monthly direct debit.

They responded to me with unfortunately they wrongly estimated my usage and i owe the company £20.

It's now gone from £47 to £87 a month and that's it was my responsibility to provide meter readings on regular basis.

I explained i gave 6 monthly readings then went on a smart meter, the smart meter should of sent them my readings directly to them.

After few emails back and forth and they can't give me answers or reasons why they are charging me extra and how the usage has been this much or any readings ect i decided to take them to the ombudsman.

the ombudsman was looking into this but then withdrew when avro stopped trading.

now my account has been passed to octopus who have tried there very best to get information from avro but can not get any further.

octopus have kindly said they will let my debt with avro go and start a fresh account.

But for me this wasn't a debt this a good amount of credit.

How can I get this
fixed ?

MWT

The odds are that you really did owe Avro money and you have been confusing your DD payment with your bill...

wond3rboy said:

I purchased my brand new house and got a very good quote with avro from June 2020 and was quoted a price for 2 adults and 2 children estimating £67 a month usage .

This was never a 'price' it was an best estimate of how much energy you would use and how much you would need ot pay each month, but it was just an estimate.

wond3rboy said:

I told them I'm in credit and want this either in my bank or a reduced monthly direct debit.

They responded to me with unfortunately they wrongly estimated my usage and i owe the company £20.

It's now gone from £47 to £87 a month and that's it was my responsibility to provide meter readings on regular basis.

Until they received a real meter reading from you they were just estimating so once they got the meter reading an adjusted your usage the credit was wiped out and you were left owing them a little, and they raised your DD to cover the real amount you were using...

You should be able to see from the bills you received the difference between the estimated readings and the actual readings, that is where your credit will have been used up...

Northern_Wanderer

Did you get a final bill from Avro? Did the closing meter reading tally with the opening reading with Octopus? I see you have a smart meter, but did you take meter readings around the time of Avro going bust?