Outfox The Market Direct Debit changes

zaax

Scatty wrote: »

I've had an email this morning changing my DD to £111 pm! I started at £42 in March, then £77/£35 and £58/£25 on the winter/summer split. My usage is 3700 kwh elec per year and 4! kwh gas per year. Absolute jokers.

Same here from a quote of £77 to £121.25. It looks like they have an idiot in control

wild666

Scatty wrote: »

I've had an email this morning changing my DD to £111 pm! I started at £42 in March, then £77/£35 and £58/£25 on the winter/summer split. My usage is 3700 kwh elec per year and 4! kwh gas per year. Absolute jokers.

Just checked my emails and had this from them

* ********* *****

****
NORTH YORKSHIRE

*** ***

North Mills
Frog Island,
Leicester,
LE3 5DL
United Kingdom


Date: 12 Dec 2018


Important: Notification of a Cancelled Direct Debit Instruction

Dear Mr ********


We are writing to advise you that your Direct Debit collections have been cancelled.


Account Name:

XXXX XXXXXXXX

Account Number:

********

Bank Sort Code:

******

Service User Name:

Outfox The Market

Service User Number:

446701

Reference:

OTM********/*

To contact us please call on 0800 1032702 or email us at dd@outfoxthemarket.co.uk.


Yours sincerely,


Customer Services Manager

Outfox The Market


I don't know if they have checked after I emailed them telling them I had cancelled the DD but it looks like they're in the 5H1T. I move in a couple of days, Friday to be exact, I have already sent the new supplier the meter reads. I put the gas read in myself but sent them the three readings from the Dumb Smart Meter. Let them work out which of the readings are for the electric.
They have put a reading in for the electric but that was the 4/10/18 and is a previous supplier reading, so it says next to the reading.

gmtechnick

Got a DD notification going up from £140 to £276 in January.


No reasoning behind it. Just 'Give us money'


Not getting an answer online chat or on the phone. I can see us switching again.

VoucherMan

Biscuit_Tin wrote: »

Perhaps if you refer to the terms you think you agreed to, all will become clear?

I would love to. Sadly I was never sent a copy and in my naivety it never occurred to download or print them.

https://forums.moneysavingexpert.com/discussion/5907284

INWB

Thought it maybe useful to let people know my experience of this shambolic company.

On getting the direct debit change email on the 16th November I immediately contacted them in writing demonstrating that they had the figures wrong (DD is £134 and went up to over £200 even though on projection it should be £156 during the winter). I also pointed out I have a credit of over £300. I asked for my money to be refunded and a revision to the DD.

They then changed the date of the DD and the amount went to £178 without any notification.

I sent another email. No acknowledgment again so another was sent with notice that I would cancel the DD unless I had some communication and that my credit balance would be used until depleted, at which time the DD could be reinstated.

We rang the bank this morning and they have changed the DD without notification again from Outfoxthemarket to Foxglove which I understand is a different company (group?) but could be fraudulent.

It is back to the previous amount though (£134). Still no contact so I escalated to CAB and they have logged the complaint.

Other changes in the last fortnight -

Just about every email address they tell you to contact:

<MR@outfoxthemarket.co.uk>, <refunds@outfoxthemarket.co.uk>, <dd@outfoxthemarket.co.uk>, <response@outfoxthemarket.co.uk>

are no longer being monitored. You now have to use kappow@ or complaints@

This business is badly run in the extreme and they use sharp practice to operate. I'm glad my credit balance is protected by Ofgem as I think they will go under.

Biscuit_Tin

VoucherMan wrote: »

I would love to. Sadly I was never sent a copy and in my naivety it never occurred to download or print them.

If you don't now know what terms you agreed to abide by, it will be very difficult for you to challenge any you are now expected to abide by.

Btw, one of their terms is that they can change the terms after giving you notice

Biscuit_Tin

INWB wrote: »

Thought it maybe useful to let people know my experience of this shambolic company.

On getting the direct debit change email on the 16th November I immediately contacted them in writing demonstrating that they had the figures wrong (DD is £134 and went up to over £200 even though on projection it should be £156 during the winter). I also pointed out I have a credit of over £300. I asked for my money to be refunded and a revision to the DD.

They then changed the date of the DD and the amount went to £178 without any notification.

I sent another email. No acknowledgment again so another was sent with notice that I would cancel the DD unless I had some communication and that my credit balance would be used until depleted, at which time the DD could be reinstated.

We rang the bank this morning and they have changed the DD without notification again from Outfoxthemarket to Foxglove which I understand is a different company (group?) but could be fraudulent.

It is back to the previous amount though (£134). Still no contact so I escalated to CAB and they have logged the complaint.

Other changes in the last fortnight -

Just about every email address they tell you to contact:

<MR@outfoxthemarket.co.uk>, <refunds@outfoxthemarket.co.uk>, <dd@outfoxthemarket.co.uk>, <response@outfoxthemarket.co.uk>

are no longer being monitored. You now have to use kappow@ or complaints@

This business is badly run in the extreme and they use sharp practice to operate. I'm glad my credit balance is protected by Ofgem as I think they will go under.

Welcome to MSE.

I would recommend that people read the thread they are responding in, before they go to all the trouble of creating a new user id to post comments/queries/advice in that thread , as many if not all of those points have already been addressed here.

Sadly, others are not with you on many of the assertions you seek to repeat
I'll leave it there

wild666

Biscuit_Tin wrote: »

If you don't now know what terms you agreed to abide by, it will be very difficult for you to challenge any you are now expected to abide by.

Btw, one of their terms is that they can change the terms after giving you notice

I have just about every email they sent me except the your meter reading is now due. I just used to open them and flick through them then delete them, they were always just about the meter reading being due and nothing else so they were deleted, why should I keep them if they are only asking for the meter reads?

wild666

Thaiholls wrote: »

Head of operations
[email]{Edited by Forum Team}[/email]

Already been down that route it was just handed down and they called me, he doesn't to want to be involved with customers but is happy taking the money off us.

Biscuit_Tin

Thaiholls wrote: »

Problem?

Please remove or edit your post to comply with forum rules, before the FT are required to do so.
You are not permitted to post the personal details of anyone

• I posted a company director's name and address but it's gone, why?
  
  
  Forum users should not post their personal details (full names, email addresses, home addresses or telephone numbers) or anyone else's on the forum or send them via private message.
  This includes personal details found on public look-up sites such as Whois.com and Companies House.
  Posters should also not harvest, collect or use information about others, including e-mail addresses.

I really wouldn't want you to risk having your posting priviliges revoked for a breach of the forum rules so soon after you joined us

I'm not even sure why you even posted this :huh:
Not only has another since said he doesn't deal with customer complaints, but you already were told by him he wasn't going acceed to you request when you comunicated with him

Thaiholls wrote:

As others. £87 to £120 now £140. Nobody is able to do anything about it after some reasearch head of operations is **** *********** and with a bit of logic in the end conversed with him. My account has allways been in credit my last month bill was £95
He/They are not prepared to change this, discussed it at length but in the end, No. ...