Outfox the Market reviews: add your feedback

nigelbb

KEROUAC1957 wrote: »

I switched, submitted readings and my account with my new supplier opened on 26th Feb. I had an email on 6th March from Outfox saying my DD from 4th March was unpaid. When I checked it seems my DD arrangement with them has disappeared when I log into my bank. I didn't cancel it so I'm wondering how it was deleted. I'm sure I'm technically in credit as they have been over billing me but just wondering if they can add extra fees on for "cancelling" the DD.

If you ceased to be a customer on 26th Feb then you should have cancelled your direct debit in any case. They had no reason to take a payment on 4th March. Just wait for them to send a final bill.

Philycheesesteak

After complaining to the ombudsman they did finally break the deadlock offering to reduce my final bill by 50%.

(I had complained about misleading pricing from the start and the fact they didn't tell me they can't cope with Smart meters, had I known I wouldn't have switched.)

I sent my final amount via cheque second class to their shed at the bottom of a garden.

Jonny247

Erroneous post

jk0

jk0 wrote: »

Hmm. I'm not.


My switch to ESB was initiated on 30th November, and they tell me was completed on 17th December. OFTM have not acknowledged this at all. They continue to request readings and produce bills.

Email just arrived notifying me of refund. They say I should get it in my account by 20th.


So... took over three months.

kaizen99

From initial DD charges, when I started, of less that £38 (about what I was paying to my last supplier), within two months I had notification of a change to £92. I sent 5 emails before Christmas to the 'we-reply-within-two-days' customer services address and heard nothing until I cancelled my DD in January. They tried to reset this without recourse to me, as they were 4 emails behind. I left them, have never received an apology, let alone compensation. I change my services every year and have never had as poor a service as this. NOT RECOMMENDED!

Jonny247

OFTM - Final Statement Notification.

I received my final statement from OFTM as I have switched to People`s Energy.

I disputed the amount that OFTM were claiming I owed them, it seemed more than it should be.
I then received the following :

"Good Morning,

Thank you for your email. I apologise for our delay in getting back to you.

I have attached a diagram of your bills and payments for reference below, unfortunately, the amount that you were paying was not sufficient to cover the bills for the first few months of being with us. In addition to this, your bills had been underestimated. Therefore, when your final bill was raised a balance of £xx.xx remained on the account. "

How could my bills be underestimated when I had always submitted accurate meter readings on time and paid in full by direct debit?

Why couldn`t OFTM calculate the correct charges from the information provided to them?

Consumerist

Jonny247 wrote: »

. . . How could my bills be underestimated when I had always submitted accurate meter readings on time and paid in full by direct debit?
Why couldn`t OFTM calculate the correct charges from the information provided to them?

It's quite easy for you to be under- or overcharged because the energy suppliers tend to be either lazy or incompetent or both.

I would suggest you go through your statements and check the consumption compared with your meter readings and the tariff rates compared with the tariff you were signed up to.

Otherwise, you'll just have to take their word for it.

Jonny247

Thanks for the response.

Certainly incompetent, this is Year 3 maths .

My questions were more of a declaration of dismay rather than actually queering their failings ;-)

Unbelievable, not only was I an unpaid meter reader; I was expected to be an unpaid accountant as well.
It is sad but I would urge any existing customers to keep copies of all statements and Emails when dealing with this company.

Shoreditch1111

I wouldn't go near them. They increased DD payments without proper warning and in my case to over 50% more than required for actual billing. Leave them, and it takes forever to get your refund, nearly 7 weeks and still chasing.

Berwynview

Finally got our credit back from OFM - after first requesting it by email back in November and again via online chat in February. Sent another email earlier this week saying we were going to escalate our complaint to the Energy Ombudsman if we didn't get credit back by next Monday and they've now credited our bank account