Outfox the Market reviews: add your feedback

PaschalFun

Consumerist wrote: »

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.

So...
6 weeks permitted for supplier to raise a final bill
- If that doesn't happen, customer could raise a complaint
Supplier allowed another 8 weeks to resolve that compliant
- If that doesn't happen, customer can excalate the matter to the ombudsman service
Ombudsman service will probably take another 2-3 months to consider complaint

- so if the customer still hasn't had a final bill 6-7 months after leaving a supplier, the ombudsman service would probably consider this a shortfall in customer service anyway, and would probably award the customer £30 goodwill, payable if the customer accepts this (as part of) the final resolution proposed by them.

PaschalFun

Perhaps we should all use Bulb Energy instead, eh? :cool:

itm2

I was promised a refund of my £160 balance within 5 working days, after raising a formal complaint with them (I closed my account on January 7th). It's now 6 working days and no refund.
If you have any sort of issues with cashflow I'd seriously recommend that you avoid this bunch.

brewerdave

itm2 wrote: »

If you have any sort of issues with cashflow I'd seriously recommend that you avoid this bunch.

Looking thru various threads on this forum - avoid ANY of the small and (most of) the large Utility Cos. if you have cash flow difficulties:rotfl:- OR manage your account with alacrity to prevent a build up of credit:)

buzbuzz

Not at all impressed with OFTM.

Joined in March last year. Their quote was £85 p/m, which I knew to be way off, always do my own qoutes based on their prices. Should have been paying around £120 p/m which was still £15 cheaper than my current supplier so switched.

They set up the direct debit and started taking £40 p/m. I called them and said this wouldn't be enough monthly as first bill was already £120. They said direct debit would be amended, but it wasn't for 4 months which incurred a debt of just under £300.

Agreed with their credit controller Javid to up the direct debit to £150 in August to cover the debt.

A while later they switched to the 70/30 payments. they wanted to change my payments to £262 and £110. I called them and they couldn't explain why it had been put up so much but put it back to £150.

Then they changed their mind about the 70/30 payments and put the direct debit up to £176. 2 months later they put it up again to £245.

I've been unable to speak to anyone this year - lots of promises for a call back but no action.

NeilW

Moved house on April 11th. Still awaiting the final repayment. I've had to chase three times, and I now have an email saying that it will be with me by May 21st.

We shall see.

LittleMax

Left 15 March - finally got my refund last week after chasing. I think they have cash flow problems and holding credit payments as long as they can.

Was a big mistake ever moving to them. But finally rid of them. Now with Utility Point and Bulb. Already received my referral £25 from Utility Point, didn't realise I could have got a referral code for Bulb :-(
and so far so good!

GentleGiant_2

No issues at all.

They have just lowered my bill as well.

As long as you submit a meter reading every month, I do not see what the issue is.

If you are moving - then just cancel the DD if you have a surplus in the account.

I have £54 credit, which is nothing in the scheme of things.

Robbo_666

Good prices, but awful customer service.

Stopped sending me bills after a couple of months... I kept submitting meter readings.

At one point I had built up a credit balance of approximately £800, given the disastrous "summer/winter" direct debit fiasco, I feared the company going bust - and asked for my bills.

After multiple emails back and forwards over several months I couldn't get a straight answer, or my monthly bills - so switched supplier.

OTM then managed to calculate all the bills overnight - apart from the final bill, which they said would take upto six weeks.

When I chased after six weeks, I have received avoidance, lies, hand wringing, then a bill for £7700 for one months gas use! (normally £35/month).

The company seem keen to employ bully boy tactics, and opaque responses to any questions - even when the "customer service operative - Audriana Boyce" contradicted herself in emails, she was unable to apologise, just threaten me with a £7700 bill, despite admitting it wasn't correct.

I got some cheap energy from them, but the pay back is customer service from hell - I can't recommend them.

Pay a bit more, go with a company that cares about you. At some point you'll want to move house, or switch suppliers - you won't regret going elsewhere then... you get what you pay for I guess

Lyncj01

I've been with OFTM since April 2018 and apart from their rather badly thought out DD hike in the winter they've been pretty good. I guess the DD hike didn't cause me any issues as I put the money for all our regular bills into an account at the start of the year and this is the one the DD's come out of. I did contact them a couple of weeks ago and ask for the credit I'd built up back and they sorted it our after 2 web chats. They are saving us about £1300 per year vs the Default Tariff (about £1000 vs the next best alternative) so I'm hanging on in there!