Outfox The Market Direct Debit changes

ben501

orangesnaps wrote: »

I am aware that they can do that, but to do it without informing the customer is still not on. I wouldn't have known if I didn't open my bills again & saw the amount was changed, retroactively I may add.

While I can sympathise as I found myself in the same situation, it is all there clearly/hidden away in the terms and conditions. Whether or not those T&C contained the same text when I signed up look like remaining a mystery.


You say your EAC has gone down, but has it gone down enough to drop you into a lower price band? I think from the last Ofgem related comment I read that the suppliers now have more flexibility in calculating the EAC, so I'm sure they could use it to keep the estimates artificially high if they want, denying you the lower fee.

MadMat

Anyone had a reply from complaints@foxglove.energy ??
I sent an email complaint there on the 19th and have had no response at all

Mat

orangesnaps

ben501 wrote: »

While I can sympathise as I found myself in the same situation, it is all there clearly/hidden away in the terms and conditions. Whether or not those T&C contained the same text when I signed up look like remaining a mystery.


You say your EAC has gone down, but has it gone down enough to drop you into a lower price band? I think from the last Ofgem related comment I read that the suppliers now have more flexibility in calculating the EAC, so I'm sure they could use it to keep the estimates artificially high if they want, denying you the lower fee.

They have increased their membership prices even more. Going by the amount that they've updated in my previous bills, the new membership fee is £14.79 but going by on their website the fees for those on EAC of 4600-6399 kWh is £15.03.
We should have gone down a band because when we signed up to them the estimated EAC was 6981 kWh & the recent bill shows 6394 kWh.

I think they are penalising customers on a fixed tariff because they probably can't honour those rates so since they can't raise the unit prices, they've raised the membership fees & increased direct debits even though most of their customers are heavily in credit.

I've compared our usage from last year and the trend is that our consumption is going down so I have absolutely no idea where they are getting their figures from even though I've asked them multiple times for it.

orangesnaps

MadMat wrote: »

Anyone had a reply from complaints@foxglove.energy ??
I sent an email complaint there on the 19th and have had no response at all

Mat

No reply from them regarding the complaint that we've sent. One said, it will take them 5 days and another one said 2 weeks. Who knows with these cowboys.

swindiff

Just initiated a switch from these clowns to EDF energy. I don't care if my overall annual cost is a bit more.

orangesnaps

swindiff wrote: »

Just initiated a switch from these clowns to EDF energy. I don't care if my overall annual cost is a bit more.

I am so tempted to switch but we are locked in with £100 exit fee due to being on a fixed tariff. I don't want to give them money for doing such a terrible job. Even if we go to Bulb who will pay exit fees, that will be £100 in outfox the customer's coffers which I am loathe to give them the satisfaction. April can't come soon enough. Or fingers crossed, a favourable resolution to my complaint either from Ofgem or them.

C.C.

Like so many others on here, we are leaving OTM because of this, and totally unsure how to avoid losing money to them. We have cancelled our DD, because they already have enough of our money to cover the final bill (unless they start heaping on a load of unexpected extra charges!) but are aware that this might carry its own risks.
Also, it is true that they are reinstating cancelled DDs - we cancelled ours earlier this week, but it is back in place today!

We simply can't afford to let OTM have another big chunk of money, partly because we will have to pay our new supplier in advance too, and due to having to switch at the start of winter, I think that they too will insist in bigger payments over the coming months. Nor can we risk losing any remaining credit if they should go under after we have but before the refund has been made.

Someone pages back mentioned the possibility of reversing a DD - I guess I need to find out more about that.

Oh, and I notice that the expected date of our switchover to the new supplier has changed by a few days, pushing us into another billing period with OTM. That means they will charge us another month's membership. Is this pure coincidence or deliberate? Hmmm!

hubb

If I switch now my next payment will be taken for sure on the 5th December. I am well in credit with them but I suppose we are protected by the government.

alittleowl

MadMat wrote: »

Anyone had a reply from complaints@foxglove.energy ??
I sent an email complaint there on the 19th and have had no response at all

Mat

I've sent complaints@foxglove two emails, one on the 17th and one on the 20th and have no response to either.

C.C.

According to some sources, we are protected as long as we are still with a supplier when it goes under, but once we have left, any credit that we are still owed by the old supplier is not protected.

I hope someone can tell us if that is definitely the case.