Outfox the Market

carsel

On the 6Th August I noted on your site that Ouutfox the market was offering ECO7 Fix'd August21 v1. I was with Bulb at that time. So   I signed up for that deal. However this has proved to be a vey bad move . It took nearly a month to get set up on online link, and I now find they have only moved my electricity account over . Leaving gas account with Bulb, this is surely wrong. I have always had dual fuel whoever I have been with and find by their actions they are not fulfilling the deal that I signed up to.

dbks

carsel said:

On the 6Th August I noted on your site that Ouutfox the market was offering ECO7 Fix'd August21 v1. I was with Bulb at that time. So   I signed up for that deal. However this has proved to be a vey bad move . It took nearly a month to get set up on online link, and I now find they have only moved my electricity account over . Leaving gas account with Bulb, this is surely wrong. I have always had dual fuel whoever I have been with and find by their actions they are not fulfilling the deal that I signed up to.

It is not uncommon for switches of different fuels to occur at different times. It may be a dual fuel tariff you have applied for, but the switching involves entirely different systems.

Switches need to occur within 15 working days, else you are entitled to compo. usually.
There is no time limit for a supplier to give you an online account - indeed some suppliers do not even offer an online account.

Sorry, no idea why you had to wait so long for your online account. When we switched to OTM, the welcome letter came back the same day, as did an email requesting we set up our online account. From what I remember, that was simply a case of verifying the email address and setting the password.

Once that was done (i.e within a few minutes at most), then access online was there, waiting for us to input our start readings once we were emailed they were required.
I remember it had details of the tariff we applied for, and how much the DD would be, and when the payment was to be collected.

Have you contacted the supplier?
Have you tried following the supplier's complaint procedure?

In our case, the email to set up the online account came about 20 minutes after we submitted the application
The Welcome pack came in an email sent about 2.5 hours after we submitted the application
(Application was made online, direct to OTM, and was made well within normal working hours)

carsel

I have the email from OTM telling me about the account, about the price of electricity and gas also what the DD would be on OTM ECO7 Fix'd Aug21 v1. they then said that they needed the gas meter number for my property which I sent. However every time I tried to set up an online account it came back saying there was an error. It took a month to eventually set up an online account, which is when I found gas had not been moved over. They however are still taking the same DD payment as for dual fuel.

Ultrasonic

Have you tried to contact OFTM to discuss this? They're the only ones who can really resolve this.