Outfox the Market reviews: add your feedback

ben501

jk0 wrote: »

Be careful what you say here folks. I read in the paper recently that Outfox are demanding £10k compensation from facebook members of an Outfox feedback group, who have left less than glowing reviews.

Supposedly OTM complained about some of the videos posted there, but following investigation Facebook ruled that they complied with their guidelines.


To me, it says a lot about the company that there are still complaints about customer service, yet comments posted on Trustpilot are responded to or flagged within hours.
If they put as much effort into helping customers before they resorted to TP, maybe they'd improve their reputation.

srajenkinson

However wrote: »

They ignored my reminder that the non-appearance of my Final Bill was about to break OFGEM's guidelines. It took a public complaint on Trustpilot - with threat of going to Ombudsman - to get my Final Bill triggered.

The promised refund then didn't appear. OTM only reacted when I submitted a formal complaint to them when the refund was overdue (per OFGEM's guidelines), again threatening to go to the Ombudsman and giving them a deadline.

I now have the refund. My demand for compensation (I thought automatic compensation was being introduced by OFGEM) has been batted away.

What to make of this? The tariffs were fine, even with the increases, so no real complaints there. I switched partly because of the Direct Debit shambles, partly because the tariffs of another company (Bulb, via MSE) were on a par (and their service rating was miles better), and partly because of the ominous bad publicity about them. Better out than in, said I.

Despite their protestations otherwise, OTM are clearly and deliberately dragging their feet in respect of switchers-away. I don't know what they expect to achieve - apart from going out of business with as much debt as possible.

Glad to be rid of them at last. I initiated the switch on 3-Jan-2019, so it's taken nearly three months to complete the switch-away, despite the switch-to happening on 24-Jan-2019. This is not the way an industry should operate. No wonder people don't switch!

Exactly my reasons and experience – had high hopes but would never go back there. Left in January – credit balance refunded today after several of their own deadlines for repayment missed.

MuneyBear

I agree with all! I changed suppliers in September for the first time in over 30 years. was quite excited about my new deal (you can tell I don't get out much!) By mid December, I was back with British Gas, for all the reasons given in these reviews.
It is worth paying a bit extra for peace of mind.

Consumerist

ben501 wrote: »

. . . If they put as much effort into helping customers before they resorted to TP, maybe they'd improve their reputation.

Now, that's the rub. If you complain privately - emails, phone calls, even letters - prospective new customers don't get to know too much about it but if you complain publicly they are warned before signing up.

It's a sensible commercial decision to deal with public complaints quickly.

ben501

Consumerist wrote: »

It's a sensible commercial decision to deal with public complaints quickly.

But arguably, had they dealt with the complaint in the first place, they wouldn't have got that one star rating on TP, tarnishing their otherwise excellent profile.:whistle:

Being with OTM sure has been an eye opener for me. Cheap? Sure. But if you're seeking out a cheap provider because money is tight, it's no good going to one who may decide at any time to make unjustifiable increases to your direct debit, and then 'look after your money' until a few months after you have left, and even then refuse to give it up without a fight.

I'm not bothered. My excessive (is credit worth 2 months winter usage excessive?) credit is not an issue for me. Once my contract is up I'll be leaving them, and by then they should have a bit of spare cash floating around to refund me as they will have started taking the increased winter payments from customers again, assuming they still have any.
Whether or not the stories of them holding on to your money until you ask them for it are true is something I'll have to wait and find out. I remember an old supplier did this a few years ago, but I thought the rules had been changed since then to put the onus back on the supplier to process the refund without waiting to be asked.

Sadly, I expect many of those still moving to OTM will do so without reading, and understanding the full T&C.

Consumerist

ben501 wrote: »

. . . I thought the rules had been changed since then to put the onus back on the supplier to process the refund without waiting to be asked... .

From 1st May Ofgem requires all suppliers to pay automatic compensation of £30 if credit balances are not refunded within 10 working days of the final bill. Then another £30 for every 10 days' delay after that.

For the time being, suppliers can get away with delaying the final bill so that compensation payments can be avoided but new regulations are due this summer to limit the time allowed to produce the final bill to six weeks.

So still up to 8 weeks before suppliers must refund credit balances but it's a start.

itm2

Consumerist wrote: »

From 1st May Ofgem requires all suppliers to pay automatic compensation of £30 if credit balances are not refunded within 10 working days of the final bill. Then another £30 for every 10 days' delay after that.

For the time being, suppliers can get away with delaying the final bill so that compensation payments can be avoided but new regulations are due this summer to limit the time allowed to produce the final bill to six weeks.

So still up to 8 weeks before suppliers must refund credit balances but it's a start.

Does that apply retrospectively?
I closed my account on January 10th but am still waiting for a refund. I was told on March 13th that their accounts team had "requested my refund", and that I would hear from them within 14 working days. It's now past that and I'm now being told "We are working hard to ensure all refunds will be processed as soon as possible, however due to a large volume of refunds requested recently there has been a back log."

[Deleted User]

itm2 wrote: »

Does that apply retrospectively?

It cannot be applied retrospectively as it requires a Statutory Instrument to be introduced into Parliament and retrospective laws are extremely rare. There would never be used for consumer protection.
(Normally only used in times of war or national emergency)

Consumerist

itm2 wrote: »

Does that apply retrospectively? . . .

The automatic payments will not be applied retrospectively but the ombudsman may take the view that compensation is due if you put in a complaint.

Clarasaves

I joined at the end of last year. They put the prices up a few weeks later so I decided to switch. They blocked my move to another company with ridiculous accusations about not paying my bill. After a lot of emails etc they finally agreed I had paid and allowed the transfer about a month later saying it had been a technical issue. Later they sent me a final bill which I paid. Now they are saying I haven't paid this - I've sent a screen shot of my bank statement this morning and I'll see what happens next. The worst utility company I have ever had the misfortune to deal with and I change companies every year.