Outfox the Market - supplier switch warning

fr56

Just a warning to anyone looking to switch energy suppliers: don't expect to be able to cancel within the 14 day cooling off period.

I used the Energy Club section on MSE to find the cheapest electricity deal for me; I then implemented a switch from Octopus to Outfox the Market on Monday August 4th, with a date of completion that Friday 9th; their fixed tariff was less than Octopus.

On Thursday 8th, I emailed Outfox the Market to say I no longer wanted to switch to them, and I wished to stay with Octopus. The email was at 6.30pm, so they wouldn't have seen it until the Friday when the contract started.

They replied telling me I had to contact Octopus as it was them who needed to action the switch cancellation, but I should cancel my direct debit with them, which I did immediately.

Octopus then replied to my query saying that it was Outfox the Market who needed to action the switch cancellation... you can see where this is going.

Here I am 8 weeks later and I am still with Outfox the Market, who at every turn, have denied Octopus's attempts to take back the account. I am also getting constant reminders by post and text to reinstate the Direct Debit with Outfox the Market.

I have contacted them numerous times to get a resolution, and all I get back is a reply along the lines of 'we had an active contract' when you tried to leave us, so therefore you have to pay an exit fee, plus a copy of their contract section stating 'you must make the request within 3 working days of the switch' etc...

Their own help page states: "Don't worry, as long as you are in the 14-day cooling-off period there are no exit fees for switching your tariff or supplier." Apparently this isn't true.

Octopus have tried to get me back to them as quickly as possible by actioning an Erroneous Transfer, but Outfox the Market have blocked it and just will not let me leave.

So, consumer beware, not all energy companies will not honour your consumer rights of cancelling a switch.

I could put more information in this post, but it's unnecessary, the gist is that Outfox the Market have used all opportunity to delay and obfuscate my attempt to cancel my switch until the point I have given up; they come across like there is no punishment for not following Ofgem rules.

The only silver lining to this is that I tied in at a cheaper rate to my previous Octopus tariff (yes, I know about Agile), but I'm about to move to EON Next anyway as my new EV arrives in a few weeks.

It just leaves a bitter taste having a company take my money despite it being against my consumer rights. All I can do is heed a warning to others about the behaviour of some energy companies.

Swipe

Raise it with the energy ombudsman if you still wish to go back to Octopus. It will cost them more than the exit fees even if they rule in their favour.

fr56

Yes, in the heat of the moment I was all up following through and making sure they don't get away with their behaviour, however the reality is they are like a mosquito buzzing around you in summer; an irritation.

I've got a £12,000 solar and battery install happening in the next month, so need to switch to EON or Octopus regardless (the initial switch was before the plan to have all this installed). Having a £25 exit fee from Outfox the Market stings, but like a mosquito bite, will fade in time and I can move on having learnt a lesson; if it's cheap, it's cheap for a reason.

I hope that this thread gives others advise on being mindful of dealing with energy suppliers like Outfox the Market, who in my mind, should be called Outfox the Customer.

What also rubs salt into the wounds, is their email footer that states they 'always strive for customer satisfaction'.

Gerry1

It goes with the territory, same stable as the 'magic dust' heaters that people mistakenly believe are the 'efficient' modern replacement for ancient storage heaters.

https://forums.moneysavingexpert.com/discussion/3516223/fischer-storage-heaters

https://www.dailymail.co.uk/news/article-10028791/Couple-charge-supplying-power-100-000-homes-face-trial-fraud-aggressive-selling.html

Only after scrapping their NSHs do they discover that their shiny new panel heaters run on just about the most expensive fuel around, daytime electricity, and they can neither afford to stay warm nor to replace them with High Heat Retention NSHs.

FreeBear

fr56 said: Having a £25 exit fee from Outfox the Market stings, but like a mosquito bite, will fade in time and I can move on having learnt a lesson; if it's cheap, it's cheap for a reason.

A £25 exit fee isn't as bad as some suppliers (£75-100 seems to be fairly common).

And yes, I've also fallen foul of OFTM trying to wriggle out of their statutory obligations. In my case, compensation for not issuing a final bill & refund within the prescribed time frame.