Switching Energy Supplier & Direct Debits

dogfonos

Would appreciate guidance on this issue…

I switched energy supplier (dual fuel) from Outfox Energy to British Gas on 31st July 2026. The switch itself went just fine with both suppliers acknowledging the switch date and I received a bill from Outfox for electricity and gas used up to, and including, 30th July 2026. Note that the Outfox bill used the words "Final Energy Statement".

For some time, I've had substantial credit in my Outfox account yet on 4th August 2026, five days after the switch, Outfox took a direct debit payment from my bank even though there were more than sufficient credit in my Outfox account to pay the final bill at the time.

In the past, energy providers I have switched from have instructed me to keep the direct debit open so that credit can be returned to my bank account following the switch.

In a few days time, my next direct debit payment to Outfox would have been due (i.e. had they remained my energy supplier). Should I cancel the Outfox Energy direct debit with my bank beforehand or is there a way to cancel the direct debit in one direction only, i.e. cancel outgoing payments from my bank whilst leaving the door open for return of my credit?

born_again

DD payments can be in the system for 10 days before payment is taken. Which would explain why 5 days after switch was actioned payment was taken. Nothing they could do to stop it.

Leave DD in place as it is the fastest way for them to refund, unless you have already had it. If they do take another payment, then contact your bank & claim it back under DD guarantee.

If no refund yet contact Outfox & raise a complaint given your final bill, whey have they not refunded.

Swipe

As stated, it's probably too late to stop it now but you could get your bank to recall it under the DD guarantee if you have enough credit with Outfox to cover your final bill.

tfhnota

I always cancel the DD, end up with a cheque if the account is in credit after final bill… if in debit do a one off payment. Have not had the bill recalculated to reflect lack of DD. Important to take the DD power away from the energy company, they are rarely competent or trustworthy.

WiserMiser

Cancelling a DD early can cause problems if another payment has to be made to clear the account. You'll probably be charged Pay On Receipt of Bill rates which are likely to be about 7% more expensive.

dogfonos

https://forums.moneysavingexpert.com/discussion/comment/82107157#Comment_82107157

Update…

Outfox refunded my credit balance to my bank today - and it included the DD payment Outfox took five days after sending me the final bill, so refund a little late but all good. I've cancelled the next DD due to Outfox just in case.

Thanks for your guidance and explanations.