Outfox The Market Direct Debit changes

lynchnigel

I wondered as I've put in a move request to another supplier and have 110 in credit with OFTM what would happen if I cancel the DD.

Dad_Deep_Pockets

lynchnigel wrote: »

I wondered as I've put in a move request to another supplier and have 110 in credit with OFTM what would happen if I cancel the DD.

Technically, you are in breach of contract by cancelling the direct debit. However, I don't want to risk them grabbing another £82 or £143 or my money depending on which figure they pick as I think they will be bust very soon!
BTW, it's not a request to switch but a 'right'. You have the power not them, something they have forgotten!

lynchnigel

Some advise I've found which might help some people - it clearly states they have to justify why.....


If you disagree with the increase
If you disagree with the increased direct debit payment amount, you can challenge it. You should ask your supplier to justify the amount that they have calculated. Your supplier has to explain clearly to you how they have reached the figure they want to charge.

When you look at the calculation, check it against your actual meter readings. Remember that your consumption will be higher in the winter months. Also bear in mind that changes in your household, such as a new baby or someone working from home, will mean your consumption is likely to increase.

If you are still not happy with your supplier’s calculation, you should ask them for a lower payment. If you are unhappy with their response, you can make a complaint.

I would have posted the link - im a new user? really?

ilikebargains

lynchnigel wrote: »

I wondered as I've put in a move request to another supplier and have 110 in credit with OFTM what would happen if I cancel the DD.

I am in the same situation, I am moving to another supplier, I have £184 in credit what will happen if I cancel direct debit?

[Deleted User]

Dear Colleagues and clients of OTM,

What to do? Well, I suggest that you cancel your direct debit...giving 4 days notice to them and your bank...and then offer to pay by credit card monthly...make sure the payment is over £100 so that you can claim against the credit card company, in case the company goes bankrupt.
Make sure that they have put your bill for the month on to their website under your account, before you pay, as they haven't managed to do that for me so far. You cannot pay a bill to a company which hasn't properly accounted for your power usage. The law says you are entitled to a bill of consumption and other charges.



This is my second time using this MSE forum, so, do please forgive me if I don't know how it works, and place my posting in the wrong place. I too have had a shock and surprise with this company, as a new customer. They are asking me to pay £135 instead of £78 a month, yet haven't even worked out my consumption over the last month. They are also charging in advance, and have increased their membership fees, so they are obviously in a state of economic crisis, and their manner is arrogant enough to allow them to think that they can get their customers to pay for it, rather than sort the problem out for themselves.


I have noticed that they don't have a secure email service, which means that they aren't complying with the law; so you would have to phone them and speak to them direct, rather than accepting a phone call from them, as it could be a scam, and they don't have proper or adequate security provisions in operation according to the Data Protection Act. If you do email them make sure that you only include your name and at most your account number, as it is all in plain text and insecure. You may be able to speak to them via their website, if they have adequate secure protections in place, according to the Data Protection Act. You could also complain to the Data Protection Commissioner, because they don't offer a secure email connection to their customers.. You could also send them a complaint, first of all personally, via email. Then, if you are still dissatisfied, by using something like complaint resolver, who will take up your complaint for you. You could also complain to OFGEM and various other consumer organisations which deal with the energy sector, and you could get on to one of the television or radio companies who run consumer affair programmes. There is also the option of using your local M.P. by getting in contact with him/her or the government minister in charge of energy affairs, and letting them know what is going on.
I think that OTM has made a terrible mistake and might be able to correct it if they are listening to their customers. How can they possibly expect elderly and disabled customers to get on top of step ladders and such like to take photographs of their electricity or gas meters, so that they can be considered for a proper accounting of their power usage? Do they carry third party or public indemnity insurance which covers them for demanding that their customers comply with their requests to produce photos of meters which may lie in awkward and hard to get to places? Why don't they send in meter readers if they don't believe their customers? They have every right to do so. After all they chose to use a contract which is online and relied on customers to give them meter readings on certain days of the month.
Just a few thoughts for the moment. I look forward to any responses.
In the meantime, I have taken advantage of MSE's latest deal and signed up for it, although it may cost a little more, you won't have all the hassle and fuss with dealing with a company which doesn't know its head from its tail as far as business and mass relationships are concerned.
OutFoxTheMarket indeed, more like a bunch of monkeys.
ATB
Douglas Rankine

[Deleted User]

• 16th Nov 18, 7:47 PM

Dear Colleagues and clients of OTM,

What to do? Well, I suggest that you cancel your direct debit...giving 4 days notice to them and your bank...and then offer to pay by credit card monthly...make sure the payment is over £100 so that you can claim against the credit card company, in case the company goes bankrupt.
Make sure that they have put your bill for the month on to their website under your account, before you pay, as they haven't managed to do that for me so far. You cannot pay a bill to a company which hasn't properly accounted for your power usage. The law says you are entitled to a bill of consumption and other charges.



This is my second time using this MSE forum, so, do please forgive me if I don't know how it works, and place my posting in the wrong place. I too have had a shock and surprise with this company, as a new customer. They are asking me to pay £135 instead of £78 a month, yet haven't even worked out my consumption over the last month. They are also charging in advance, and have increased their membership fees, so they are obviously in a state of economic crisis, and their manner is arrogant enough to allow them to think that they can get their customers to pay for it, rather than sort the problem out for themselves.


I have noticed that they don't have a secure email service, which means that they aren't complying with the law; so you would have to phone them and speak to them direct, rather than accepting a phone call from them, as it could be a scam, and they don't have proper or adequate security provisions in operation according to the Data Protection Act. If you do email them make sure that you only include your name and at most your account number, as it is all in plain text and insecure. You may be able to speak to them via their website, if they have adequate secure protections in place, according to the Data Protection Act. You could also complain to the Data Protection Commissioner, because they don't offer a secure email connection to their customers.. You could also send them a complaint, first of all personally, via email. Then, if you are still dissatisfied, by using something like complaint resolver, who will take up your complaint for you. You could also complain to OFGEM and various other consumer organisations which deal with the energy sector, and you could get on to one of the television or radio companies who run consumer affair programmes. There is also the option of using your local M.P. by getting in contact with him/her or the government minister in charge of energy affairs, and letting them know what is going on.
I think that OTM has made a terrible mistake and might be able to correct it if they are listening to their customers. How can they possibly expect elderly and disabled customers to get on top of step ladders and such like to take photographs of their electricity or gas meters, so that they can be considered for a proper accounting of their power usage? Do they carry third party or public indemnity insurance which covers them for demanding that their customers comply with their requests to produce photos of meters which may lie in awkward and hard to get to places? Why don't they send in meter readers if they don't believe their customers? They have every right to do so. After all they chose to use a contract which is online and relied on customers to give them meter readings on certain days of the month.
Just a few thoughts for the moment. I look forward to any responses.
In the meantime, I have taken advantage of MSE's latest deal and signed up for it, although it may cost a little more, you won't have all the hassle and fuss with dealing with a company which doesn't know its head from its tail as far as business and mass relationships are concerned.
OutFoxTheMarket indeed, more like a bunch of monkeys.
ATB
Douglas Rankine

VoucherMan

ilikebargains wrote: »

I am in the same situation, I am moving to another supplier, I have £184 in credit what will happen if I cancel direct debit?

I do not know if it's true or not, but when I was leaving a previous supplier they told me not to cancel the direct debit as they would be unable to process the refund.


I'm sure someone more experienced can confirm.

shazzablue

for people worried about cancelling their dd,check what deal you signed up to,oftm have moved the goal posts with their introduction of the summer/winter dd hike...not what you signed up for.this bill shock is now direct debit shock...I phoned my bank yesterday to cancel dd,will follow this up with another email to advise them I will pay any outstanding balance....although in truth they will owe me money.

Frustation

grumbler wrote: »

Variable rate DD is perfectly legal as long as they inform you about the amount in advance.

I put illegal? because according to the gas supply license July 2018 Page 192 Section 27 sub section 15 it states that 'Save where a clear and express Principal Term of the relevant Domestic Supply Contract provides otherwise, the licensee must take all reasonable steps to ensure that the fixed amount of the regular direct debit payment is based on the best and most current information available (or which reasonably ought to be available) to the licensee, including information as to the quantity of gas which the licensee reasonably estimates has been or will be supplied under the relevant Domestic Supply Contract.' (Thanks to someone inside the industry)
The key phrase here is 'Fixed amount of the regular direct debit'
I signed up in May 2018 on a fixed 12 monthly DD of £103 pm and now they want to change to 6 mths of £145 (40% more) and 6 mths £62 (40% less) which is a variable monthly amount meaning outfox want to change the terms of our contract and should have provided me with 28 days notice informing me of said changes which they haven't.
I've also noticed that they have upped my estimated annual gas usage from 11800+ kwh (figures I provided to them at the start after 2 yrs with co-op) to over 14300+ kwh (pure guess work after 6 mths of mild weather) an increase of over 2500 kwh.

Still no response from Outfox to my email.

Pete99

I was waiting to see if they'd realize they'd made a big mistake forcing this on their customers, I don't understand their reasoning on splitting the DD, the whole point of Direct Debit is that it's always the same otherwise they might as well just use pay on bill which I prefer, but I suppose they get a lot of running capital from holding customers money, anyway obviously not going to happen so I've just started to switch to Octopus Energy which is still a fixed DD, only £10 more per month and a 12 months fix but no exit fee so if they start playing that split DD game I'll be off again, we'll soon be back to an open fire and candles at this rate.