Outfox The Market Direct Debit changes

Pekie

My DD has gone up 70/30 but if they're true to their word, it should work out the same. I can't get a cheaper quote.. I'm going to give them a little longer to see how it goes..

Billy_the_fish

Called Outfox last week when i received the email.

Got through to Shaf(?), he couldnt really explain the ins and outs to me other than there was no other option for currently.
Told him id prefer to leave, he informed me i would have to pay £50 exit fee (Im on Whack April (Fixed))
I explained that is contract is changed i have a 30 day choice of leaving free of charge, but explained was only given 10 days notice!
He just didnt know the legalities of customers and promised a 48hour call back.

That call back never happened.

Tried many times via phone only to get an engaged tone.
Tried webchat which is disabled. Sent 2 emails fully outlining my concerns and informing them that i have cancelled my direct debit until things dont seem so volatile.

I have requested the credit in which they owe me (3 months of current direct debit value)

Only response i have received from them is asking me to contact them regarding direct debit cancellation.

Waited more than 15mins on hold only for a lovely lady to answer the phone and promptly disconnect the call!!!

Tried to call again 10 mins later to get an engaged tone!

Sent another email telling them i am unable to contact them currently.

What does bother me though is, i have explained i suffer with a mental illness and having to deal with all these changes as well keep chasing them up but to no avail is causing a lot of anguish and stress.

Im feeling like i need to shelf this and what ever happen, happens, for my own health right now!!

martyp

Organza_Lace wrote: »

Well I regularly change suppliers and have never encountered this before.

I've not encountered it before either but was considering People's Energy and it was pointed out in that forum thread that their T&Cs indicate they may increase initial payments by 25% if joining during winter months then they return to average.
That does imply though that it's just during the Winter and not something that would happen subsequent Winters. I assume these smaller companies are just less able to cope with customers going into debt as Outfox sent the e-mail today saying how they don't have a credit card as such.

lucyC

Yes I completely understand the frustration and how stressful it is. I called citizens advice today and they said they will raise a case and send them a message to contact me. Im not holding out much hope but it might be worth doing also. Taking photos and gathering evidence of your meter readings seems to be a good idea.
The fact that they are near on impossible to have any kind of personal contact with makes it so much more stressful.
I am in the process of switching now, just really hope they dont stop me from switching.

jaybeetoo

I received a reply to an email I sent to OTM. Their email says “we hope that we can convince you that this will actually be much more beneficial to your budgeting”.

So they’re making this change for our benefit! How silly of me not to understand this.

Only 12 days until I leave.

Dad_Deep_Pockets

Pekie wrote: »

My DD has gone up 70/30 but if they're true to their word, it should work out the same. I can't get a cheaper quote.. I'm going to give them a little longer to see how it goes..

For me it's not even the variable DD's, I'm lucky and could afford it. It's the lack of customer contact, the arrogance that there is no other option, totally missing the point about credit balances in the first place and in my case the 12 months variable DD's when added together and divided by 12 had a £20 a month increase hidden inside.
I have lost my trust in them, they appear very unprofessional and have some black holes in their accounts which makes me believe they are trading on the edge. I don't want to end up on a supplier of last resort tariff. I'm leaving on my terms and for me there were similar deals out there, maybe a few pence more but watch this space I see increases in rates coming from OTM in January!

DonalK

Dad_Deep_Pockets wrote: »

For me it's not even the variable DD's, I'm lucky and could afford it. It's the lack of customer contact, the arrogance that there is no other option, totally missing the point about credit balances in the first place and in my case the 12 months variable DD's when added together and divided by 12 had a £20 a month increase hidden inside.
I have lost my trust in them, they appear very unprofessional and have some black holes in their accounts which makes me believe they are trading on the edge. I don't want to end up on a supplier of last resort tariff. I'm leaving on my terms and for me there were similar deals out there, maybe a few pence more but watch this space I see increases in rates coming from OTM in January!

Same situation, viewpoint and increase discrepancy.

I've supplied everything they've requested - I am allowing them a little time to revert with a step-down (as they have with several) but if it comes to it then by Thursday I review my position, I've a credit balance to pay at least two bills and the migration to a new supplier shouldn't take that long (I hope :-))

From the bull-headed confusing emails, arrogance, deceit, deleting comments on FaceBook to submitting fake reviews on Trustpilot ... wow ... pretty hard to regain any faith now.

It will have to be really good but I in truth, I sense they're letting things settle down, staying shtum and just executing their plan.

System

DonalK wrote: »

and the migration to a new supplier shouldn't take that long (I hope :-))

Seventeen days minimum from application to switch if you sign up to a supplier that has signed up to this switching time. Otherwise it can take up to 35 days from application. Final Bill, in theory, no later than 6 weeks after the transfer of supply. I say in theory as I am still waiting for a Final Bill from one of the big suppliers 3 1/2 months after the transfer of supply. Any credit balance should then follow.

isayoldchap

I only joined recently and have seen price rises which I guess were expected.
They agreed at £91 now want £159.
I told them I use much less from October to March not much more and am in credit as they take in advance
I have phoned and still waiting for a reply from them.
Today I sent two photos of my current read and hope they will get back before they take the extra on DD 25/11
I see they may even refund me

I'm sure many customers will be leaving and maybe not so many willl be joining now.
So who pays refunds and sorts all the mess if they close their doors?
Is the Regulator really happy with what is going on?

System

isayoldchap wrote: »

I only joined recently and have seen price rises which I guess were expected.
They agreed at £91 now want £159.
I told them I use much less from October to March not much more and am in credit as they take in advance
I have phoned and still waiting for a reply from them.
Today I sent two photos of my current read and hope they will get back before they take the extra on DD 25/11
I see they may even refund me

I'm sure many customers will be leaving and maybe not so many willl be joining now.
So who pays refunds and sorts all the mess if they close their doors?
Is the Regulator really happy with what is going on?

The simple answer is that the cost falls on all energy customers. The SoLR will pay something for the new business, but extra costs and credit balances are now covered by the Consumer Levy which is paid for by all suppliers - and ultimately, consumers.

In my view, Ofgem’s credit protection solution is flawed. New suppliers should be required to purchase an insurance-backed consumer credit policy similar to that required by airlines. It is unfair that Granny of Lewisham who has been a British Gas Standard variable tariff customer for years should have to pay towards the credit balances of those of us who choose new/small suppliers on the basis of low cost. The failure of GBEnergy cost all of us in excess of £10M.

I should add that the Regulator is happy. It has always made it clear that it doesn’t carry out any due diligence on suppliers nor does it deem those in control ‘fit and proper’ persons. Getting a Supply Licence is a £400 box ticking exercise. That said, Citizens Advice has long argued for more robust checks on new entrants. No doubt, the recent spate of failures will add weight to their argument. Ofgem is a very poor Regulator as far as consumers are concerned.