Outfox The Market Direct Debit changes

The_Green_Hornet

04/01/2019 at 2:35pm

Ofgem has said it is in “active discussion” with Outfox the Market regarding customer service issues with parent company Foxglove and associated labels.

Responding to a comment on Twitter regarding the supplier the industry regulator said it works with a number of organisations, including the Energy Ombudsman and Citizens Advice, to resolve issues.

Ofgem said: “We’re aware of customer service issues at Foxglove and their associated labels, and are currently in active discussion with the supplier regarding their customer service issues

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Utility Week (subscription needed)

Anthorn

Here it is in full including the link which you may or may not be able to load, if you have recently viewed a utility week article probably not unless you subscribe but who knows?

Ofgem has said it is in “active discussion” with Outfox the Market regarding customer service issues with parent company Foxglove and associated labels.

Responding to a comment on Twitter regarding the supplier the industry regulator said it works with a number of organisations, including the Energy Ombudsman and Citizens Advice, to resolve issues.

Ofgem said: “We’re aware of customer service issues at Foxglove and their associated labels, and are currently in active discussion with the supplier regarding their customer service issues.

“We routinely observe suppliers’ compliance with regulatory rules, and typically liaise directly with suppliers where there is evidence of potentially widespread or serious problems.

“We’re advising Foxglove customers to register a complaint as this ensures the issue is resolved sooner by those with appropriate powers (eg the Ombudsman Services).

“We also work closely with Citizens Advice to ensure your issue is heard and action is taken.”

The Energy Ombudsman has confirmed it received a peak of 43 complaints regarding the supplier last month.

The ombudsman added it saw an increase in complaints about Outfox over 2018, with common issues including payments, debt and billing.

A spokesperson for the Energy Ombudsman said: “We are in regular contact with Foxglove/Outfox the Market.

“We are keen to work with the company to help it make improvements to the way it handles complaints, so that fewer complaints reach us.

“This is in line with our focus on prevention rather than cure. Using our data and insights, we are keen to work closely and collaboratively with any supplier that wants to improve its complaint-handling process.”

Outfox has been under fire recently for making changes to its direct debit policy, with customers being charged significantly more in winter than in summer.

Under the rules a typical customer would have paid around 40 per cent more between October and March and around 40 per cent less between April and September.

This means prices would have been more than double between summer and winter.

However following a backlash the supplier said in a post written by chief executive Keith Bastian on Facebook that it was reversing its decision.

Bastian said: “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.

“Having listened to our customers’ feedback, the company has decided to reintroduce a fixed direct debit policy.”

The policy will apply to all customers on both fixed and variable tariffs and will see a return to 12 equal monthly instalments.

Bastian personally apologised for the “negative influence” the direct debit changes had on the company’s standard of customer service.

Fellow small energy supplier Economy Energy is under scrutiny for its customer service performance.

Ofgem has banned the company from taking on new customers for up to three months until it resolves customer service issues.

The Energy Ombudsman confirmed almost 400 investigations were opened into Economy Energy in November 2018.

Outfox the Market has been contacted for comment.

https://utilityweek.co.uk/ofgem-talks-outfox-market-customer-service/

ben501

Anthorn wrote: »

So Outfox isn't unique at all. In fact we can probably find much the same condition in just about every Ts&Cs from just about every company out there.

What it comes down to is if you don't know about a change to the Ts&Cs it's your own fault for not reading it! Further, any condition is not invalid just because you don't like it.

Really? Not what Ofgem say

Domestic energy suppliers are required as a condition of their licence (Standard Condition 23 of the supply licence – SLC23) to notify their customers of prices increases, or any other changes that may significantly disadvantage them

It's up to them to tell us, not for us to keep looking.
https://www.ofgem.gov.uk/gas/retail-market/market-review-and-reform/notification-price-changes

Anthorn

ben501 wrote: »

Really? Not what Ofgem say



It's up to them to tell us, not for us to keep looking.
https://www.ofgem.gov.uk/gas/retail-market/market-review-and-reform/notification-price-changes

So if Outfox didn't notify anyone why is it that media reports including those on MSE constantly and consistently referred to price increases with the words, "... when it kicks in ...". Are those media reporters psychically connected with outfox? Hold on I'll try it to see if I can sort of tap in to Outfox, "OM ... OM ... OM ..." Nope not working for me.

Your post is no different to almost every other objection I have in that it doesn't ring true.

However getting back to price increases, my major objection is that during a time when price increases were a feature of the energy market affecting most customers of most energy companies, Outfox was severely criticised for increasing its prices!

My other objection is that certain Outfox customers ignored considerable advice to the contrary and went with a variable tariff and were then hit by the inevitable price increases and then complained about it! The only answer that I can come up with in relation to those customer complaints is that it's their own fault!

swindiff

Just because you are informed to a change in the T&C does not mean you have to agree to them. If this was the case it would make T&C totally pointless. Most people including myself received very short notification of changes to the DD, after 2 maybe 3 price rises in as many months. These changes made my annual bill 25% more than when I signed up. The combination of the way they handled these changes and the fact they were no longer as competitively priced as they were, prompted me to switch.

I sent OFTM several emails starting 15th November expressing my dissatisfaction with their service, never received a single reply. Last email I informed them I would switch away from them if there was no response.

I initiated the Switch on 22nd November with a £43.59 credit with OFTM, my monthly payments were £71 and they wanted to start taking monthly payments of £140

I gave my opening reading to EDF Energy on 10th December

EDF informed me my DD was up and running on 11th December, at this point I cancelled my DD with OFTM

I have still heard nothing from OFTM and my account with them is still showing as being in credit by £43.59

Over 2 months from my initial complaint to them and no correspondence received back, I wonder if it is hidden in their T&C somewhere that they can just ignore their customers?

ben501

Anthorn wrote: »

So if Outfox didn't notify anyone why is it that media reports including those on MSE constantly and consistently referred to price increases with the words, "... when it kicks in ...". Are those media reporters psychically connected with outfox? Hold on I'll try it to see if I can sort of tap in to Outfox, "OM ... OM ... OM ..." Nope not working for me.

No. You've lost me now! You've gone from their failure to notify changes in T&C, to price increases. Sadly I can't comment much on price rise notifications as I'm on a fixed tariff.


The only price increase they tried to pass on to fixed rate customers was soon withdrawn after they listened to valued feedback from their customers. A pity they needed customers to tell them they can't increase the price on a fixed tariff.

Anthorn

ben501 wrote: »

No. You've lost me now! You've gone from their failure to notify changes in T&C, to price increases. Sadly I can't comment much on price rise notifications as I'm on a fixed tariff.


The only price increase they tried to pass on to fixed rate customers was soon withdrawn after they listened to valued feedback from their customers. A pity they needed customers to tell them they can't increase the price on a fixed tariff.

I replied to your own post about Outfox's failure to notify price increases even though that in itself is off-topic for this thread. I further explained that what you say does not fit the facts. You've now flown off on yet another tangent.

What comes across to me is that you ignore the facts and concentrate on your own interpretation of them which are either untrue or mistaken due to a failure of comprehension.

Anthorn

ben501 wrote: »

:rotfl:Pot/kettle.


Try again.
You replied to a post of mine commenting on changes to T&C . (there's a big clue in the bold text which you should understand as it's something you do yourself occasionally)


Perhaps you're getting confused by Ofgem using the words price and changes in the link I provided, and also mentioning them in section 23.


Now, if you'd like to at least get back on topic with your trolling, why not forget about the price changes that you're fixating on, and get back to justifying them failing to notify changes in T&C?


You are of course welcome to keep on about price changes, but please don't accuse me of saying things I haven't. As I said in the last post, my personal experience on the subject is limited, so it's unlikely I'll be able to add further comment on the subject.

The answer is 42

Steve456

Anthorn wrote: »

The answer is 42

Which is "Anthorn-speak" for "You've got me there!".

:rotfl:

Anthorn

Steve456 wrote: »

Which is "Anthorn-speak" for "You've got me there!".

:rotfl:

No, it's Anthorn speak for "I've already answered that question and I'm not going to waste my time repeating it". It's from "Hitchhiker's Guide To The Galaxy" btw.

It's well known in debating circles that when some people lose the debate they try to save face by resorting to personal attack which incidentally never works.