Outfox The Market Direct Debit changes

brewerdave

Pete99 wrote: »

They've just taken my DD and it's the same as it was, not the higher winter amount as they told me, no real idea what's going on but I'm gone anyway, I don't like people being able to take as much as they like from my bank account and if the people I've switched to do the same then I'm off again, you can switch every 28 days according to Ofgem though that's not realistic because it takes around 21 days to actually complete the switch.

Due to supplier failures, I'm now on my 5th leccy supplier in 5 months!! The major issue is that none of the last 3 accounts are finalised (and the first one with Iresa may be?) -fortunately ,overall, I'm about £90 up (what is owing minus my credits).
I've moved to another one of the "small" suppliers -hate to think what a mess it is all going to be if they join the list of failures:eek:

Steve456

I notice this morning that not only have they disconnected the 0800 "Customer Service" phone line but also disabled the online chat facility.


As they are not replying to emails (at least not mine), it seems that OFTM are effectively un-contactable.


They have taken a Direct Debit today, but for the same amount as previously. They have not, however, provided a monthly statement as was the case last month when I had to call them up.


Having already instigated a switch away from OFTM, and with just over 3 weeks to go, I am in two minds as to whether to reverse that payment now. If I do not, I estimate that my account will be in credit by £30 to £40 on closure. If they are not contactable, how would I chase them for that money back? I would be far more comfortable to pay any outstanding balance on receipt of a final account.

Steve456

Further to that - perhaps it was a glitch as the 0800 number seems to be ringing out now. Haven't yet spoken to anyone (possibly they are a bit busy?!).

C.C.

C.C. wrote: »

Guess what - last week they sent me a revised winter DD amount of around £91, down from their original uplift of around £114.
Partly on the basis of that, I cancelledthe switchover that I had put in place and reinstated the DD that I had cancelled.
This morning, an email notification that they will be taking £114 on 4th Dec!

I will have no hair left at the end of all this!

Regarding the above post that I wrote earlier, plus the one immediately after it (sorry, but I haven't worked out how to quote more than one post at once): I have just checked my OFTM account and that also shows my DD at the higher amount.
Lay your bets now on which of the two amounts will actually be taken next week!

Does anyone know how to get OFM to respond to emails or messages, as I can't get beyond first base on the phone, and I want a paper trail anyway?

Merlin139

Steve456 wrote: »

I notice this morning that not only have they disconnected the 0800 "Customer Service" phone line but also disabled the online chat facility.

The webchat is working as I have just started a chat with them. It disappears when its full up!

Phone line still working. Just says that all the agents are dealing with other customers. I am 8th in the queue.

C.C.

Lots of glitches - I rang early and was at no. 2 in the queue, but I got cut off when I reached no. 1

I did get through to someone on my next attempt, but it seems like a waste of time as they appear to have been primed not to put anyone through to another department, and what I was told by the operative is contrary to all the evidence I can find., and therefore worthless!

Scatty

Merlin139 wrote: »

The webchat is working as I have just started a chat with them. It disappears when its full up!

Phone line still working. Just says that all the agents are dealing with other customers. I am 8th in the queue.

Keep trying, it worked for me on the fourth attempt. But you don't get a transcript any more....for now...

C.C.

I have just used web chat, but it ended without my getting an answer. I still don't officially know how much they will be taking from my account next week.
The chat (of which I do have a full transcript) ended with Tyler saying,

"I can request a review (sic) for a direct debit review".

My next question,
"What does that mean? Will it be done before the £114.66 is taken from my account (and if it is, I am likely to have had less than 1 week's notice, which doesn't sound right). So which is the correct figure?"
didn't get a reply, though it appears on the transcript.

I am at a loss as to what else I can do!

wild666

ben501 wrote: »

Interesting. I've just seen on those updated terms.



not any more.

Would you still be as lenient on them if they refused to take any more meter readings over the phone?


Though arguably they've never accepted phoned in readings, so your folks been bucking the system anyway.


(not a dig at your folks. more a 'dig' at your leniency toward OFTM)

I wonder when they changed that?
I used to send in meter readings by email and if I want to again I will and they will be nothing they can do but estimate the readings. I was on British Gas free time when I moved in Jan 2018. Straight away it was a balls up no bills for three months and me sending in the wrong readings for the electric. I should have deducted the free time usage from my reading I still know them now 11 months later, and they are using this on bills but have constantly accepted the free time reading as my usage and worked out my bills on this, always overestimated. They send me notification of a reading on the 29th of the month and I normally give them the reading within a day or two, no later than the first of the month, my billing date is the third of the month.
As much as I tried to input my first reading I couldn't, as soon as I hit submit nothing appeared on the screen. After a week I used webchat and the person I spoke to said "Am I sure?" when I told him the reading for the electric. I had no idea I hould have done it from the meter and not the IHD, apparently neither did who I spoke to, as the meter could get other readings and not just the total reading.I always wondered how they how they worked out the free time electric, but this was a few months off me finding out how to do this.
I the meantime I kept submitting the total reading then they wanted to put my monthly DD up to £88 a monthI started to look around at other suppliers, then I decided to give them an email asking that they hold off the increase until this was sorted, they did, but tried to phone me and I don't answer calls from unknown numbers. I received an email asking me to call them so I did, this was then that I found out about accessing the other settings. This had gone on for the best part of 7 months and I was getting peed off with them.
They altered all the billing from what I now know to be the figure I should have started off with to my free time usage figure. But my billing has totally different figures on it, more inline with the true meter reading and they upped my monthly DD to £50
What do I do now? I know send them all three readings every month, Total, Act 1 and Act 2. Each month I explain that they are using the wrong figure as my meter reading, one month even going as far as telling them the figure should be this one. But NO! They still use the free time reading which is around 30 a month yet they are using different figures on the bills. After three months I decide just to get the free time reading and put that in no more sending my readings by emails. Then come November they pull this 5H1TE first £109.50 then £87.50 and finally £70 for the winter while the summer stays arond the same £37.50, £37.50 then £30. They had three revised usage total as well £900+, £750 and £600 I don't even use £600. That's enough I am off and start looking at other suppliers . All are over £70 a month so then I go to the Bulb website put in a few details and £67.50 a month. That'll do me, they even say they'll review it in 3 months BG used to review every 6 months and I normally got a refund of £120 or £240 a year.
OTC even think I will use I will use 4030 kWh in a year and are charging me £11.80 a month when according to my usage, the dumb/smart meter even says KWh after the readings, so my assumption is that no conversion is needed as the meter reads KWh's rather than just a figure that needs multiplying and dividing.
I move on the 14th December and will be glad to see the back of Outscam the Customers

wild666

Scatty wrote: »

Keep trying, it worked for me on the fourth attempt. But you don't get a transcript any more....for now...

That'll be because they are lying to the customer, so they don't want it on the record.