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3 reviews
0 helpful votes
No problems with this company until I wanted to leave. Can't contact them by phone - they don't answer! Ditto Email -except one reply weeks ago. I'd kept this email so scrolled back to find it and added another message re closing my account and requesting the return of my credit. Told I would hear from them as my email was being reviewed. Nothing since. Looking at my account today, I see it is still showing June's bill and how much credit I have due, with a line below showing my July payment has been taken but no details were given re my credit. I can only assume to get action from this company it is necessary to call in the ombudsman, which I intend to do. My advice to people considering switching to Avro is Don't.
Still, no progress made with this company. They ignore messages completely and ignore the fact that they're supposed to return credit money within 10 days of requesting it, as stated by Ofgem. I entered my final reading on July 16th so feel I must now contact the regulator without any more delay.
It is now the 27/08/2019, 15 days after receiving a message to allow 10 working days for my credit to arrive in my bank account. Of course, it hasn't happened! I have sent yet another message asking for my account to be credited immediately as their stated time has been exceeded. Their response, your message is being reviewed and we aim to reply within seven working days. I won't be holding my breath. Instead, I shall be actively searching out more review platforms to give this rubbish company more negative reviews. What else can we hard done by customers do in order to protect other people from being drawn in by the promise of cheaper fuels which may or may not continue.

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