Outfox the Market reviews: add your feedback

firebubble

Infuriating company. I have been with them for a few years, and after the DD fiasco, my DD ended up higher than it has been. A credit started to build up, but I thought I'd wait until after January to query it, if there was anything left after the coldest point of the year.
Called in the Spring, and they talked me out of taking the credit, telling me of cold snaps etc.
Webchat in May and with the credit now over a £100, I asked for it to be paid out. They said they could only pay it out if I was putting in the meter readings on the specific day requested (not a few days either direction, as I had been doing).
I did so, regardless of the inconvenience.
Webchat again in July, with the credit now at £200, and was told it would take 10 days. Received nothing.
Webchat again in August, and was told it would be actioned as a priority and I would get the money in two days. Received nothing.

Called a few days ago, with the credit over £300 and told that blah blah, it will be done as a priority.
Received nothing.

I want to swtich suppliers as I'll probably end up getting the £30 compensation because they do not want to pay out this money, but annoyingly I can't see the tariff listed on the website ('Zap July') listed on the MSE site, so I can't begin the comparison??

Neil_Jones

firebubble wrote: »

I want to swtich suppliers as I'll probably end up getting the £30 compensation because they do not want to pay out this money, but annoyingly I can't see the tariff listed on the website ('Zap July') listed on the MSE site, so I can't begin the comparison??

You don't need the existing tariff to compare - if you know what your unit rates are find something similar in the list that returns similar rates and use it as a rough guide.

Bigun28

Following the collapse of Eversmart and being moved over to an extortionate rate with Utilita, I've now run the figures through the MSE Energy Club and come up with OutFox the Market as the cheapest.

Did the quote on their website for only electricity as I don't have gas. Quote for their One Variable Plus tariff came up and confirmed only electricity. So I agreed and requested the transfer and set up the direct debit request. Then I received their Welcome Pack which still confirmed it would only be for electricity.

Later that day, I received another e-mail from them saying that the tariff they quoted me against was a dual fuel tariff only, and that they would be cancelling my transfer. I've written back and said the quote they gave was for electricity only, and that aligned with all the documentation they sent through confirming the transfer and the dates it would happen, and hence, I still wanted to go ahead with it.

Understanding how bad their customer service is, it looks like it may be some while before I get a response, but at the moment, I'm in limbo as to if my transfer will go through or not.

Aaron3195

a few weeks ago I logged in and was told my tariff is expiring in end of October. I picked something called Fix'd I think, and annoyingly it renewed me without a prompt or confirmation page. Oh well it costs a bit more but still cheaper than anything uswitch/MSE can offer me.

I want to have a look at the unit prices details again but logging in shows nothing about it. Where can I find it?

Norman_Castle

Aaron3195 wrote: »

I want to have a look at the unit prices details again but logging in shows nothing about it. Where can I find it?

I had trouble finding mine yesterday. From memory, go to bills and payments then download an "invoice" This assumes you've been with this tariff long enough to receive an invoice. Alternately use the "chat" Its hard to miss, it jumps around distractingly and annoyingly on every page of their website.

Aaron3195

Norman_Castle wrote: »

I had trouble finding mine yesterday. From memory, go to bills and payments then download an "invoice" This assumes you've been with this tariff long enough to receive an invoice. Alternately use the "chat" Its hard to miss, it jumps around distractingly and annoyingly on every page of their website.

That shows my current tariff, I wanted to see the details on the new tariff I applied for but cannot find this, sorry I should have been clearer on that. I will try the chat

Shaun_Pollard

I've recently completed my switch to Outfox The market. I have no complaints. I have been kept up to date throughout the switch. Their website works well. Pleasingly, they have taken the first direct debit payment on the first day of supply. I hate suppliers who take a couple of months to take a payment and then come the first bill, increase the direct debit amount due to the arrears. I gave my meter readings to OTM and they showed on the website promptly. So far I can't fault them.:T
However, I am not easily pleased. Previously I had to complain to NPower to get a final bill and refund out of them. I am just leaving Eon. I gave my final meter readings to Eon who subsequently sent an email thanking me for the readings. Four days later the EON website shows that my meter readings are now due. No sign of a final bill or my meter readings..

Consumerist

Shaun_Pollard wrote: »

. . . I am just leaving Eon. I gave my final meter readings to Eon who subsequently sent an email thanking me for the readings. Four days later the EON website shows that my meter readings are now due. No sign of a final bill or my meter readings..

Hi Shaun and welcome to the forum.

Nothing untoward here. Final readings need to be authenticated by the national database before they can be used for final billing. This can take up to six weeks (but check occasionally with your new supplier, OTM) then the previous supplier has 10 working days to refund any credit balance - or automatically pay £30 compensation.

Well, that's the theory anyway. Perhaps you'll keep us posted as to progress.

Nick_C

Shaun_Pollard wrote: »

I am just leaving Eon. I gave my final meter readings to Eon who subsequently sent an email thanking me for the readings. Four days later the EON website shows that my meter readings are now due. No sign of a final bill or my meter readings..

Consumerist wrote: »

Hi Shaun and welcome to the forum.

Nothing untoward here. Final readings need to be authenticated by the national database before they can be used for final billing. This can take up to six weeks (but check occasionally with your new supplier, OTM) then the previous supplier has 10 working days to refund any credit balance - or automatically pay £30 compensation.

Well, that's the theory anyway. Perhaps you'll keep us posted as to progress.

I am equally frustrated with Ovo.

I switched from Ovo to OTM on 5 September. I have Smart Meters. I normally get a monthly statement from Ovo on or soon after the 14th of each month.

I got a "final statement" from Ovo dated 23 September which shows Gas usage and costs only, and an erroneous final (credit) balance.

Their reply:-

When changing suppliers, your old supplier will send your final readings off and your new supplier will send your openings off to the industry. These readings are then reviewed and verified by the industry, which means they are agreed by the industry to be used as final readings and opening readings.

I can see on your account we have received your final reading back for your gas, but not yet received your final reading back for your electric. The verification process can take around 4 weeks, then a following 2 weeks to receive the final readings back and for a final bill to be generated. As you only left supply with OVO Energy on the 5th of September, please allow 4-6 weeks for us to process your final statements.

The final reading for Gas is estimated (and inaccurate - they have over estimated by two units. I provided my reading to OTM but they have accepted Ovo's reading instead).

Absolutely ludicrous that with real time meter readings from their "smart" meters they have to go through this rigmarole.

Consumerist

Nick_C wrote: »

I am equally frustrated with Ovo. . . Absolutely ludicrous that with real time meter readings from their "smart" meters they have to go through this rigmarole.

Totally understand your frustration.

In recent switches I have sent (dumb) meter snapshots along with my opening readings to the new supplier. It seems to have avoided the frustration you are experiencing - so far, anyway. But I'm sure the suppliers will find a way . . .

Edit
I am guessing that your your new supplier is charging more per unit that the old. So it might work in your favour for the old supplier to overestimate your usage. We're only talking about coppers here anyway.