Outfox The Market Direct Debit changes

SMCG

C.C. wrote: »

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.

Hi. When GB Energy Supply went under I was refunded by Co-operative energy for my credit balance of £29 even though I had switched to another supplier. This was in 2016.

ben501

orangesnaps wrote: »

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.

Too many posts, too confusing. I couldn't work out what you are/were/think you should be paying.


I was still under the impression that all those on the fixed tariffs were on the revised fees from early May. Certainly my membership fee is still on those rates.

editor1 wrote: »

At 5.00PM on Friday, 11 May the following message was sent by OFTM to all existing customers on its Fixed, [STRIKE]Whack January[/STRIKE] Tariffs:

Good News!

Dear ,

blah, blah blah,

we [STRIKE]backtracked after the major public outcry[/STRIKE] have listened to valued feedback from our customers and are pleased to confirm that we have made the decision NOT to proceed with these changes for existing customers on the fixed, Whack! January tariff.

To clarify, any customers who have an annual electricity consumption in excess of 4,600kWh will pay a maximum membership fee of £13.99 for the duration of the fixed term.

blah,blah, blah

Ignore the 'January tariff' bit. That's just Outfox being inept as usual and sending the same email to everyone.

alittleowl

Just received this from complaints@foxglove.energy:

"This is an unattended mailbox.

If you have any enquiries, please contact Customer Care at: kapow@outfoxthemarket.co.uk"

Hmm...

kendizle

I cant believe I'm saying this, but I'm going back to British Gas. Its slightly more than Outfox, but at least I have the comfort of a big name and more importantly, fixed direct debits and consistent pricing. with the cashback it only works out about £40 per year more expensive
:money:

geoffplus

OK, whilst in the process of switching to OFTM got the email saying new direct debit from £71 to £125 on 15th Nov and tried to cancel my switch by cancelling the direct debit and emailing them.

Could not cancel the switch so joined OFTM on 20 Nov. Direct debit not yet replaced, so paid the first £71 by credit card (to avoid £25 late payment).

Then got an email today (22 Nov) saying direct debit put back and that the next payment on 20 Dec would be for £71??? - i.e. not the £125 winter rate.

I cannot believe they have gone back on their new policy, so not sure what is going on. I suspect, 10 days or more before 20 Dec I will be told my direct debit is going up to the threatened £125 'winter rate'.

Now torn between leaving and paying more, or waiting to see what happens next.

orangesnaps

ben501 wrote: »

Too many posts, too confusing. I couldn't work out what you are/were/think you should be paying.


I was still under the impression that all those on the fixed tariffs were on the revised fees from early May. Certainly my membership fee is still on those rates.




Ignore the 'January tariff' bit. That's just Outfox being inept as usual and sending the same email to everyone.

I don't blame you for getting confused. They keep moving the goal posts to suit them.
Have a look at their website for their current membership fees.

This is now what is showing:
0-2399 £7.51
2400-3499 £9.66
3500-4599 £11.80
4600-6399 £15.03
6400-7199 £15.88
7200-7999 £16.10
8000-9199 £17.17

When we switched to them on a fixed tariff on May of this year, the membership fee that my EAC was in, (6891 kWh) was £13.99 but my past bills from June & July including the welcome pack has been updated to have £14.79 as the membership fee.
I don't know where they got that amount as all along, I was under the impression that is £13.99, my bills from August to October is still showing the amount of £13.99, we've queried it with them but no response, as usual. I would be surprised if they moved us up a band because our usage has gone down a lower band from 6981 kWh to 6394 kWh & therefore should be paying less.

orangesnaps

geoffplus wrote: »

OK, whilst in the process of switching to OFTM got the email saying new direct debit from £71 to £125 on 15th Nov and tried to cancel my switch by cancelling the direct debit and emailing them.

Could not cancel the switch so joined OFTM on 20 Nov. Direct debit not yet replaced, so paid the first £71 by credit card (to avoid £25 late payment).

Then got an email today (22 Nov) saying direct debit put back and that the next payment on 20 Dec would be for £71??? - i.e. not the £125 winter rate.

I cannot believe they have gone back on their new policy, so not sure what is going on. I suspect, 10 days or more before 20 Dec I will be told my direct debit is going up to the threatened £125 'winter rate'.

Now torn between leaving and paying more, or waiting to see what happens next.

Leave while you are still in the cooling off period.

firsttimemover

I've just spoken with OFTM on the phone (pleasantly surprised they were answered quite quickly) and they've confirmed correspondence will be going out to all customers within the next 48 hours to confirm that the direct debits are going to be adjusted down significantly. There still will be an increase but not much.

They weren't able to resolve the issue that the EAC has come across as double (almost to the kWh) my actual consumption (I have all my readings for the last 2 years) and they can't adjust it manually until I've been a customer for a few months. Does anyone else have any experience of this? They've said they will backdate the refund when it does update, but it's an additional £5 per month which is more than 20% more so I can't really afford to stick around if they don't update it, equally if I leave, I'll have to stump up the extra for the time I've been with them.

ben501

It's not just us then...


https://utilityweek.co.uk/outfox-the-market-makes-changes-to-winter-payment-direct-debit/

An industry source told Utility Week the company is “probably struggling with cash flow”.

In response Outfox said it was financially sound but in order to continue to provide the prices they do, changes have to come into place.


The supplier has also issued an apology after a number of customers were mistakenly sent an email with incorrect information regarding their direct debit payments, which were “over-inflated” as a result of a 25 per cent increase in their estimated annual consumption.


The company said it remedied the issue before claiming any payments, meaning no customers have been overcharged.


Chief executive Keith Bastian said: “It is regrettable that [STRIKE]many customers objected to this tactic[/STRIKE] incorrect information was given to our valued customers and for that we are sorry.

I wonder how many customers they've lost due to their 'mistake'

ben501

Just noticed the comment on the page. No idea how accurate it is.

No cash flow problems? Large debt recently registered on accounts. HSBC have placed a fixed & floating charge on compamy covering all their assets.


Offering new customers the option to pay 6 months upfront!
Doubled amount they will hold before refunding credits 2 months instead of 1.


Increased membership rates, unit rates, doubled or more monthly direct debit amounts over Winter.


Now carrying out borderline illegal practices concerning billing/direct debits.


Placing fake reviews on Trustpilot website trying to negate the hundreds and hundreds of 1 star reviews.


Elderley and single parent familys adversley affected just before Christmas.


Any comments welcome from Ofgem/Trading Standards/FSA/Martin Lewis