Outfox the Market taking more despite smart meter

thedrumdoctor

I'm having a real issue with Outfox the Market. I switched to them from Utility Warehouse in 2023 as they had the best tariff at the time.

I have a smart meter and have always paid by direct debit since getting it installed. With previous suppliers (Utility Warehouse and EDF), they only took what was owed at the end of each month as the smart meter provided accurate readings. There was never a surplus on my account.

However, Outfox the Market seems to be taking more than I owe each month despite receiving meter readings. I've complained several times and they've refunded some of the excess, but it's like playing email ping-pong. They've overcharged me nearly £500 so far!

I'm fortunate enough to be able to afford this, but it's frustrating as the money could be earning interest in the savings account I have for paying bills. I'm looking for recommendations for other energy suppliers that operate direct debits based solely on actual usage, as opposed to building up a credit balance.

Has anyone else had similar issues with Outfox the Market or can recommend a supplier that operates this way?

BarelySentientAI

Are you actually on a variable direct debit with them?  Not all suppliers do it, and some will but only at a specific request.

Sounds like you've been put on a fixed direct debit and keep messing up their internal calculations by requesting refunds when they are expecting a credit balance.

Qyburn

thedrumdoctor said:

I'm looking for recommendations for other energy suppliers that operate direct debits based solely on actual usage, as opposed to building up a credit balance.

Octopus will.

thedrumdoctor

BarelySentientAI said:

Are you actually on a variable direct debit with them?  Not all suppliers do it, and some will but only at a specific request.

Sounds like you've been put on a fixed direct debit and keep messing up their internal calculations by requesting refunds when they are expecting a credit balance.

Good shout, I've just logged into my account to look at the details for my tariff but it just says 'direct debit' - nothing specifically indicates the payment method is fixed or variable. 

thedrumdoctor

Qyburn said:

thedrumdoctor said:

I'm looking for recommendations for other energy suppliers that operate direct debits based solely on actual usage, as opposed to building up a credit balance.

Octopus will.

Excellent, I'll can them tomorrow - thanks! 

MattMattMattUK

thedrumdoctor said:

Qyburn said:

thedrumdoctor said:

I'm looking for recommendations for other energy suppliers that operate direct debits based solely on actual usage, as opposed to building up a credit balance.

Octopus will.

Excellent, I'll can them tomorrow - thanks! 

Do you mean can OFM or call Octopus? If the latter do hot, get a referral link from a friend or family member, sign up online and you will both get £50 from Octopus.

pseudodox

EDF also do variable DD & also currently offer £50 referral, so ask around your friends if any are with Octopus or EDF & grab a benefit for you both.

thedrumdoctor

MattMattMattUK said:

Do you mean can OFM or call Octopus? If the latter do hot, get a referral link from a friend or family member, sign up online and you will both get £50 from Octopus.

I was going to call them - but now you've pointed this out I'll have to find someone who uses then. 

Thanks  again. 

thedrumdoctor

pseudodox said:

EDF also do variable DD & also currently offer £50 referral, so ask around your friends if any are with Octopus or EDF & grab a benefit for you both.

Indeed, variable direct debit seems to be the key. Yet in the T&C on OFM there is no mention of 'fixed' direct debit. They even state that a 'fixed tariff' does not indicate a fixed direct debit method of payment. 

Spoonie_Turtle

thedrumdoctor said:

pseudodox said:

EDF also do variable DD & also currently offer £50 referral, so ask around your friends if any are with Octopus or EDF & grab a benefit for you both.

Indeed, variable direct debit seems to be the key. Yet in the T&C on OFM there is no mention of 'fixed' direct debit. They even state that a 'fixed tariff' does not indicate a fixed direct debit method of payment. 

No but it is the default payment method for most suppliers, designed to help people budget despite fluctuating energy use through the seasons whilst keeping their account out of debt.  If you do switch you will likely have to actively ask your new supplier for variable DD.

bob2302

thedrumdoctor said:

Indeed, variable direct debit seems to be the key. Yet in the T&C on OFM there is no mention of 'fixed' direct debit. They even state that a 'fixed tariff' does not indicate a fixed direct debit method of payment. 

I'd be very surprized if they meant that the default is a variable DD. I think you almost certainly misread it, if you drew that conclusion. Possibly they meant that a fixed tariff doesn't force you to use a fixed DD.