Outfox the Market reviews: add your feedback

samw783

I have just cancelled my pending switch to Outfox the market - they signed me up on the promise of payments of £59.82 per month (across 12 months). Yesterday, I had an email from them to say they were changing to a variable direct debit method where they would collect higher payments in the winter and lower payments in the summer. Now, instead of wanting £59.82 a month from me, they want £104.69 per month until March, then £44.87 between April and September. To me, the whole point of paying monthly is that the payments equalise across the course of 12 months.
Sorry OFM, you haven't outfoxed me!
£59.82 x 12 months = £717.84
£104.69 x 6 months + £44.87 x 6 months = £897.36
So, in their new system they want £179.52 more per year !

Phil27356

I too am somewhat incensed by this latest change of policy, following on from several recent "necessary" price increases. I was only chatting online to them yesterday to discuss my (over) £100 credit balance. Not only has this come at a terrible time with Christmas looming but they seem to have also upped my estimated usage by about 20% in their calculations
Conveniently their chat line seems to be down (or perhaps chock-a-block with other very disgruntled customers.)
I think my time with Outfox will soon be coming to an end.

hubb

They have suddenly informed me (with no negotiation or prior notice) that they are upping my DD from £65 a month to £115, while my account states I am £197 in credit. A*se from elbow springs to mind. I am appalled as I gave them a reading in September and we haven't hardly had the heating on.

orangesnaps

Advice please! Things were going so well with OTM, at least that's what we thought. We've built up a healthy amount of credit with them since switching from Eon on May of this year. We are £370+ in credit, our monthly bill (with meter reading, not estimated) is around £50-70.
Now, I've just got an email that they are increasing the monthly payment from £100.21 to £140.29.
I do not agree to that, considering that we are already £300+ in credit. I don't know if it's possible to decline this. We will definitely not stay with them once the contract ends.

jono1975

Looks like two weeks is the new records for length of time with a supplier before switching.

They seem to have inflated my estimated anual usage, my DD for winter is £107.77 and summer, £46.19, whereas before it was £61.58. So, I presume £61.58 was averaged over a year, that would be £738.96 and now it's £923.70, so £184.72 difference, admittadly this was before the latest hike. I fear serious cash flow problems as OFTM and no doubt this will make it worse in the long run for them with switchers.

How on earth have they worked out a £184.82 increase?

I was kind of ok with the theory (not the price rise) until this.

Cornucopia

Just got mine.

Current annual payment: £345

New annual payment: £432 - an increase of 25%.

orangesnaps

jono1975 wrote: »

I had a web chat just with them, I asked if they could tell me my new DD payment amount and got this scripted response:

"The direct debit is under review, you will be contacted within a week to discuss this. At this point we are accurately calculating your usage to determine what you need to pay regarding your account.
You will receive this within a week.

The direct debit process is something that is being introduced for all customers.
We cannot change this unfortunately, I would advise you contact us directly to discuss this further
You will be able to contact us directly on 0800 103 2702 when you are next available. A member of our phone team will be able assist you further."

Also, after reading a post on here saying that they only use readings sent on a specific day of the month, I got this response:

OFTM: "Yes the billing date is each month of 01st so if you provide us the meter read example on 25th the bill will be estimated for 5 days"

ME: "So I should always provide my reading on the first day of the month if possible."

OFTM "yes please provide 1st of each month"

Will wait to see what happens next, seems to be the cheapest still on uswitch etc but I guess they are still using the September rates for comparison.

with regards to meter reading, they require it to be taken & submitted on the day of your last billing cycle, as ours is 23rd-22nd, I always make sure that I take a meter reading on the 22nd & send it to them.

squibby

I'm in the same boat as everyone else, £68.76 hiked to £120.33
Looks like they have turned off webchat on the website too!

aduffell

The terms and conditions previously said "Your monthly standard direct debit will be fixed based on the amount of energy we think you'll use each year of your contract divided by 12."

However, on the 25th October, they amended it to add "but may be weighted according to winter/summer seasonality." on the end of the sentence.

Can they just change the terms and conditions like this, without notifying customers, and to the detriment of customers? I've lodged a formal complaint, and will take it to OFGEM if needed. I suggest others do so too.

They also stated on Twitter that they hadn't increased my direct debit for the last two price rises, which makes no sense as I am on a fixed tariff, so have not had any price rises.

OutFox are clearing having cash flow issues, and are using their customers to finance these problems - interest free!

OutFox a.k.a Iresa2.0

I also hope MSE will do an article on this matter.

Ian_875

As others have said, I got an e-mail to advise of price hikes today.

A month ago it went from £60 to £68, not happy, but fair enough.

Now it's going to £140 in the winter, despite being in credit with them.

I don't think so. Will be switching tonight. I've confirmed with them via live chat that there is no exit fee.