Outfox The Market Direct Debit changes

Neil_Jones

geoffplus wrote: »

Surely you should not be charged for gas and electricity supply for the same month by two different suppliers?

It can happen if your debit straddles the switchover period by a day or two but it should all balance out in the end.

Note that it can take up to eight weeks for a final bill to be produced after you leave somebody.

markharding557

geoffplus wrote: »

I switched from Economy Energy to OFTM on 20 Nov.I switched away from them to Green Energy Network on 20 Dec.

This month on 21 Dec Economy Energy still took their usual direct debit payments, Outfox The market took their inflated direct debit and my new supplier, Green energy also took their first direct debit!! Quite a lot of money to be taken just before Christmas.

Trying to find out now if Outfox The Market have actually sent Economy Energy my final readings.

Surely you should not be charged for gas and electricity supply for the same month by two different suppliers?

You need to cancel the direct debits for both Economy energy and OFTM, you are no longer their customer.
Some of these companies assert that the DD's are needed for refunding credit, this is not true.
You are not required to pay them anything until they issue your final bill based on the final metre readings sent by your new supplier.
You can ask your bank to have these payments returned.

paters

Despite the fact that my switch to another supplier was completed 17 days ago and that my old account should still be in credit, OTM still took the full / increased direct debit from my bank account today!



Fortunately, I called my bank and the payment was immediately reversed without any problem.



I mistakenly believed that it was best not to cancel the direct debit instruction so that OTM could refund my credit balance direct to my bank, however my bank confirmed that refunds do not go through the direct debit system.

peterx

My switch to Peoples Energy is implemented today.My D/D from OTM goes out on the 03/01/2019.I will cancel today as I am in credit with them.

jk0

Yeah, cancelled mine too, a couple of weeks ago, when switch confirmed. OFTM are still asking for readings, which I continue to send. I guess eventually they may get their act together.

martyp

peterx wrote: »

My switch to Peoples Energy is implemented today.My D/D from OTM goes out on the 03/01/2019.I will cancel today as I am in credit with them.

Yesterday for me - I checked online as well to confirm they were definitely my new supplier for electric and gas.
Might cancel my 103% increased direct debit as well...
Current OTM direct debit = £40.84
New OTM direct debit from 12th January = £83.18
People's Energy direct debit = £50.60


Current OTM balance = £35.69 (credit)

ic451uk

Latest email received from OTFM - it's a complete backdown on everything that's happened over the last few weeks:

Dear Customer,
The last few weeks have been challenging for our valued customers, and I would like to thank you for your patience and understanding.
The changes we have introduced to our Direct Debit policy, where customers pay a higher rate during the winter to match increased consumption, followed by lower payments in the warmer months is a sustainable solution to providing cheaper energy prices. I firmly believe that this will soon be standard practice for companies aiming to help customers save on their energy costs.
However, I fully accept that many of our customers do not accept that this is the right thing for them.

Moving forward
Having listened to our customers feedback, the company has decided to reintroduce a fixed Direct Debit policy.
This policy applies for all customers on both our fixed and variable tariffs and will see a return to 12 equal monthly instalments.
An apology
As a consequence of the initial change in our Direct Debit policy, the company has experienced a significant demand in its customer care services (call volumes & emails) & we have worked hard to meet this. However, I accept this has had a negative influence on our standard of service, and for this I personally and sincerely apologise.
Changes to your Direct Debit
On January 15th, we will write to inform you of your revised Direct Debit payment. This payment will be based on new unit prices and standing charges that come into effect from January 1st.
Please do not contact us with regards to your new Direct Debit payments until you receive the notification on January 15th. The first payment based on the return to a fixed Direct Debit will begin from your February payment.
I hope these changes will help alleviate any concerns you may have had in recent weeks. We are continuing to work hard to resolve any outstanding queries and as a family run business we pride ourselves on listening to our customers. I have full confidence in our staff and expect normal service will resume in time for the new year.
Finally, I would like to thank you for your valued custom throughout 2018 and wish you all a very warm and happy new year.

Yours sincerely
Keith Bastian
CEO
Note: If you have left, or are in the process of leaving our company, please accept our apologies and disregard this email.

swindiff

Too late for a lot of customers I think.

moneytorques

Why is everyone making such a song and dance on this??

OTM is cheap. That's the bottom line why we've switched to them.
OTMs prices are increasing as are all the other suppliers.
OTM are still one of the cheapest.

I'd pay them a year up front if necessary to secure their rates.(I know not everyone can do that).

To me a bit of seasonal tweaking of the DD rates to help OTM have enough in the kitty over Winter made sense.
If you get into more than £35 credit I understand you can ask for a refund anyway.

I bet this whole process and the debacle of x amout of customers straining the customer care with silly queries since November will ultimately cost OTM and the customer more money on the rates in the long run so well done to those who have responded in a knee jerk manner all very much overkill.

jk0

I guess those of us who've been with them since June naturally felt a little miffed (to say the least) to be asked to make larger payments over winter, given that we already built up a surplus.