Outfox the Market - Any tips on getting my credit back?

thriftytracey

Hi

I am currently in credit of £225 for my gas and electricity.

I don't want to leave OTM as they are the cheapest and they wrote to me recently to say they were not putting their prices up.

However 4 weeks ago I requested a refund of some of my credit. I was advised this would be between 5 and 10 working days. So, a week ago I had an online conversation and was advised that "they would chase it" and after much pushing the representative said I would get an email confirmation within a week. I even told them a few fibs about my financial situation to push it.

Unsurprisingly, I have heard nothing further.

I am sure that another online conversation will result in "a chaser" and so it will continue ad infinitum.

Anyone know name of the MD I can email?

In the meantime my credit will increase more and more as I am paying too much (even after the farago a few months ago when the DD was finally reduced).

Anyone found a way to get their credit back?

Then perhaps I can start the battle to reduce my DD.

Why does this have to be SO stressful? Not expecting an answer!

Thanks

Quentin

Send a formal complaint in line with their complaints procedure

State your case, and the diary of your requests and broken promises

Give them a final deadline to refund your overpayment after which you will cancel the DD until the matter resolves itself

Berwynview

We were in the same situation as you with a credit of over £450 - despite several requests via email and numerous online chats we heard nothing back from OFM.

We emailed them again with the subject of "Formal complaint" and saying that if we didn't receive our credit within a week we'd be escalating our complaint to the Energy Ombudsman and lo and behold they emailed us back and the money was credited 3 days later.

Good luck - we sent the email to 4 different email addresses at OFM - 3 of them bounced back apart from kapow@outfoxthemarket.co.uk.

VoucherMan

I've also seen a few comments suggesting that going through Resolver has been beneficial.

wild666

Since I left them in December 2018 they haven't produced a final bill or refunded any credit yet they took some of my credit for the 10 days before the switch and are now disputing the final read.