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Untrustworthy Organisation with Poor Service Quality

Avro Energy purport to offer a simple tariff structure and reasonable prices. My experience of switching to them was simple enough, but the disappointment soon began when they notified me that they did not have the capacity to accept readings from smart metres, so right off the bat, using Avro Energy felt like a bit of a backward step from my previous supplier.

The real problems, however, started when my contract ended and they attempted to increase my prices. I appreciate this is common practice in the industry and I searched around for another supplier. Having identified a supplier that offered savings over Avro’s proposed tariff and also supported smart metres, I began the process of switching.

Within days I began receiving emails from my new supplier telling me that they had tried to take over my energy supply but that Avro had objected to the switch. I contacted them to find out why and they claimed I owed them money. I pointed out that I paid by direct debit and had never missed a payment. As such, I could not be behind on my bills. Their response was that I had used more energy in the last few months than was covered by my direct debit and this meant that I needed to settle my account before they would release my energy supply to my new supplier.

I thought this seemed strange as a more logical way to handle such a scenario would be to allow the switch and then invoice for the excess usage. I contacted citizens advice who confirmed that Avro had no lawful right to prevent the switch on the grounds of money owed and whilst they were entitled to bill me for excess usage, they could not use this as a reason to prevent the switch.

I spent days going back and forth to Avro pointing out that they had not billed me for the excess usage, and as such, I was not in a position to pay them as I did not know what they expected me to pay. I eventually received a sum, but not in the form of an invoice, just a figure noted in an e-mail and a phone number for me to call to make payment. Well, I called the number several times and never made it to less than twenty-somethingth in their call queue. All the while, day after day, Avro persisted in blocking my transfer of energy.

I contacted them by email to advise them that their own system was preventing me from settling my account and was given bank details to pay by bank transfer. I was told it would take a couple of days for them to confirm receipt of the payment. It took them ten days to do so. They eventually released my energy supply, or so I thought...

Having switched energy supplier for both my gas and electricity, I just discovered that the transfer of my electricity service did not take place. When I enquired with my new provider why this had not taken place, surprise surprise, Avro had objected. On what basis I have no idea as my account was settled and as far as I was aware the process was complete.

Avro have since failed to respond to emails for comment and I have had to initiate a complaint with the ombudsman service to try and resolve the matter.

In short, Avro Energy are at best incompetent and at worst, a manipulative organisation bordering on the criminal. Whilst their cheap pricing may look appealing, it is a false economy. I would strongly recommend looking elsewhere even if it costs slightly more.