Our account was significantly in credit our direct debit was significantly higher than our monthly usage yet they refused to refund the credit. Their excuse was 'they need to hold on to it and increase it for usage during next winter' even though this was in spring! We decided to leave and they made this as difficult as possible. When we finally received our final bill, nearly 6 weeks later they then held on to our credit for several more weeks despite this being against Ofgem rules. When we asked for the automatic compensation as set out by Ofgem they lied about the date the final bill was issued, refused to issue the compensation and still hadn't refunded the credit balance. If you try to get in contact their phone lines are constantly blocked and the chat system doesn't work. They are blaming the pandemic for not being able to answer the phone but this has been going on for over a year now and other companies are managing to speak to their customers but Avro are just trying to save money by reducing staff levels and offering a terrible level of service. If you do manage to get through to someone they are normally rude and arrogant. We are now taking our complaint to the Ombudsman.