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  • FIRST POST
    • orangesnaps
    • By orangesnaps 15th Nov 18, 4:40 PM
    • 59Posts
    • 51Thanks
    orangesnaps
    Outfox The Market Direct Debit changes
    • #1
    • 15th Nov 18, 4:40 PM
    Outfox The Market Direct Debit changes 15th Nov 18 at 4:40 PM
    MoneySavingExpert.com Insert December 2018:

    You might like to read our latest news story:

    Outfox the Market customers vent fury over energy bill hikes

    Back to the original post...

    We switched from Eon to OTM on late May of this year. Our monthly debit is £100.21, we are currently £370+ in credit. Our monthly bill is £50-70 & that's with the meter reading (no estimates). I've just got an email that they are hiking our DD to £140.29 without any way to decline it. I don't agree with it. Once the bill for this month comes which will be about the same usage from last month, we will be in credit for £400+. How much more do they want?

    We can't switch without avoiding the exit fee as we are in a fixed tariff with them.
    From our experience with Eon, they gave the customer the option to lower the direct debit to a certain point.
    Last edited by MSE Andrea; 17-12-2018 at 2:02 PM.
Page 45
    • Organza_Lace
    • By Organza_Lace 7th Dec 18, 11:46 AM
    • 76 Posts
    • 4,227 Thanks
    Organza_Lace
    I just dont believe it. Ive just had to cancel another direct debit set up by OFTM.
    • moselej1
    • By moselej1 7th Dec 18, 11:52 AM
    • 3 Posts
    • 0 Thanks
    moselej1
    OTFM direct debit
    Iíve cancelled direct debit and switched to SSE.spent 35 mins in phone queue and guy I spoke to just told me the increase is to do with new structure of taking higher payments thro winter and lower thro summer.However if they go bust then they are collecting an awful lot of over payments.He advised if I donít like it then to switch to new supplier and hung up on me.
    Iím going to keep an eye as to whether they re set it up.
    • Organza_Lace
    • By Organza_Lace 7th Dec 18, 12:07 PM
    • 76 Posts
    • 4,227 Thanks
    Organza_Lace
    He advised if I don’t like it then to switch to new supplier and hung up on me.
    Ive had the same 'if you dont like it, leave conversation but in all fairness, they must be having to deal with thousands of irate customers and at the end of the day, they are only saying what they are being paid to say.
    • wild666
    • By wild666 7th Dec 18, 12:16 PM
    • 211 Posts
    • 108 Thanks
    wild666
    I am cancelling my DD next Friday that's when I move to the new supplier. I will email them also and tell them it has been cancelled and if they try to take any more payments I will take them to court for trying to obtain money by deception, Fraud. I will have them in court so quick they won't know what's hit them.
    Someone please tell me what money is
    • wavelets
    • By wavelets 7th Dec 18, 12:21 PM
    • 1,116 Posts
    • 466 Thanks
    wavelets
    Iíve cancelled direct debit and switched to SSE.spent 35 mins in phone queue and guy I spoke to just told me the increase is to do with new structure of taking higher payments thro winter and lower thro summer.However if they go bust then they are collecting an awful lot of over payments.He advised if I donít like it then to switch to new supplier and hung up on me.
    Iím going to keep an eye as to whether they re set it up.
    Originally posted by moselej1
    OFTM are not collecting 'overpayments', but rather are collecting payments more aligned to usage.
    i.e. in summer you use less, so will pay less; in winter you will use more so will pay more.

    Most suppliers collect a simple fixed amount eaxh and every month (although some of the small ones do also collect higher payments over the fisrt winter, if you join them in the rum up to this period, and some do not allow you to go into debit at all - as that is one way the smaller suppliers keep their prices low)

    If you are with a supplier that collects a fixed amount every month, and join them say at the end of winter, they are the ones that will accrue large credits on customer accounts.
    • wavelets
    • By wavelets 7th Dec 18, 12:30 PM
    • 1,116 Posts
    • 466 Thanks
    wavelets
    I am cancelling my DD next Friday that's when I move to the new supplier. I will email them also and tell them it has been cancelled and if they try to take any more payments I will take them to court for trying to obtain money by deception, Fraud. I will have them in court so quick they won't know what's hit them.
    Originally posted by wild666
    How will you do that?
    • Organza_Lace
    • By Organza_Lace 7th Dec 18, 12:40 PM
    • 76 Posts
    • 4,227 Thanks
    Organza_Lace
    if they try to take any more payments I will take them to court for trying to obtain money by deception, Fraud. I will have them in court so quick they won't know what's hit them.
    Originally posted by wild666
    it would be a lot simpler and less stress if you just reversed the direct debit.
    • Barneybear1
    • By Barneybear1 7th Dec 18, 1:01 PM
    • 18 Posts
    • 10 Thanks
    Barneybear1
    Wavelets I think you have miss read peoples posts, oftm are not increasing the dd by 70%for winter but by in excess of 100% despite being in credit in my case.
    • wavelets
    • By wavelets 7th Dec 18, 1:13 PM
    • 1,116 Posts
    • 466 Thanks
    wavelets
    Wavelets I think you have miss read peoples posts, oftm are not increasing the dd by 70%for winter but by in excess of 100% despite being in credit in my case.
    Originally posted by Barneybear1
    Barneybear1 I think you have miss read my posts

    I have not said that OFTM are oftm are increasing the dd by 70% for winter (although the manner in which they intend to collect payments is indeed one part of the current issue)

    The fuller picture is given in theis recent MSE article
    https://www.moneysavingexpert.com/news/2018/11/outfox-the-market-hikes-energy-bills-a-third-time-and-increases-/

    And there has been a report of a further price rise here:
    https://www.moneysavingexpert.com/news/2018/11/outfox-the-market-hits-customers-with-fourth-price-hike-in-just-/

    But if, having taken everything into consideration (the OFTM error they have accepted, the change to their collection process, the 4th increase in 6 months, your account balance currently, etc) you still feel the change to be unfair, well MSE have an article about that too

    https://www.moneysavingexpert.com/utilities/lower-energy-direct-debits/
    • Barneybear1
    • By Barneybear1 7th Dec 18, 1:31 PM
    • 18 Posts
    • 10 Thanks
    Barneybear1
    Wavelets you stated
    OFTM are not collecting 'overpayments', but rather are collecting payments more aligned to usage.
    i.e. in summer you use less, so will pay less; in winter you will use more so will pay more.

    This is simply not true, they are trying to take far more than winter aligned usage, they rebuked the previous did price increase, but since have tried it again with a even h
    • Barneybear1
    • By Barneybear1 7th Dec 18, 1:32 PM
    • 18 Posts
    • 10 Thanks
    Barneybear1
    Even higher dd hairbrainef scheme
    • ukcobra
    • By ukcobra 7th Dec 18, 1:37 PM
    • 11 Posts
    • 0 Thanks
    ukcobra
    Fed up waiting for a email response, it has been 3 weeks so far. Currently waiting on their IVR. 35 people in the queue, and it appears to be a 30+ minute wait.
    • peterx
    • By peterx 7th Dec 18, 2:19 PM
    • 128 Posts
    • 31 Thanks
    peterx
    Fed up waiting for a email response, it has been 3 weeks so far. Currently waiting on their IVR. 35 people in the queue, and it appears to be a 30+ minute wait.
    Originally posted by ukcobra
    Whats the point as they are not authorised to do anything about D/D or amounts.
    • ukcobra
    • By ukcobra 7th Dec 18, 2:40 PM
    • 11 Posts
    • 0 Thanks
    ukcobra
    Update : After waiting 45 minutes on hold and a 15 minutes conversation.
    It appears that the Customer Phone Agents are equally unable to actually do anything.
    I have a credit of £233 , and my current Direct Debit is £159 p/m, they want to increase it to £239 p/m.
    They will offer a D/D review by a finance colleague, to take into account my credit balance. They cannot say when this will happen.
    They will NOT offer a refund of the credit account, they say they need to keep the money to pay for 1 months usage. So they want their cake and eat it as well.
    I told them they were in breach of Condition 27 of the Gas Supply License, where they have to refund a credit amount if the customer asks for it.


    In summary, I wasted an hour to get no where with OFTM.
    They want the extra money, they don't want to refund any credit. They are not listening to their customers, which will be their downfall.


    So I am waiting still on their Finance review to reduce the D/D.
    If they fail to change the D/D, then it will get recalled by my bank, I told OFTM this. I will also make a complaint to OFGEM about them failing to follow their own process and non-compliant with Condition 27 of the Gas Supply License.
    The Agents are stressed, they are spending all their time talking to some very unhappy customers. Shame on their management for putting them into this position.
    • randm
    • By randm 7th Dec 18, 3:07 PM
    • 383 Posts
    • 521 Thanks
    randm
    i had the same email regarding foxglove setting up a d.d.
    can i ask, is foxglove outfox ? because my current dd is taken by outfox, and also, is this new dd just because outfox is doing the winter price upping, or are outfox and foxglove both going to take dd from me
    (trying to get an answer from them is impossible)
    they are still the cheapest for me until 1st jan, when i have set up a switch.
    • Bob Hamer
    • By Bob Hamer 7th Dec 18, 3:22 PM
    • 1 Posts
    • 0 Thanks
    Bob Hamer
    OFTM have finally gone too far! I am £105 in credit after 5 months with them and they want to increase my DD by 49%. Well it isnít going to happen - iím off. Just done a 12-month fixed deal with Octopus which will save me £35 per month. The way OFTM is behaving suggests to me they have a cash flow problem and they wonít be around much longer.
    • wild666
    • By wild666 7th Dec 18, 3:41 PM
    • 211 Posts
    • 108 Thanks
    wild666
    How will you do that?
    Originally posted by wavelets

    I check my account every day, I bank online, so will know if they set up another DD. Has they have taken the last payment on the 4th December and I am £64 in credit minus the week left and payment of this months bill that £64 should cover any usage and the bill so any usage will be minimal. Any fee should be done on a pro- rata basis that been around £2.36 for 6 days supply and as my electric use until the 3rd Dec. was 2525kWh for the whole 11 months, then they have overcharged me on the monthly fee since August.
    If OFTM want a fight they will lose as I am so certain of my figures that I will wipe the floor with them.
    Someone please tell me what money is
  • archived user
    OFTM have finally gone too far! I am £105 in credit after 5 months with them and they want to increase my DD by 49%. Well it isnít going to happen - iím off. Just done a 12-month fixed deal with Octopus which will save me £35 per month. The way OFTM is behaving suggests to me they have a cash flow problem and they wonít be around much longer.
    Originally posted by Bob Hamer
    Welcome to the forum. Are you sure about the savings: £420 a year is a lot of money and prices have been rising by a lot in recent months. Bear in mind that DD payments are meaningless. Think of them as money which goes into PiggyBank from which your bills for usage at the agreed tariff rate are deducted.
    • hareng
    • By hareng 7th Dec 18, 4:01 PM
    • 370 Posts
    • 120 Thanks
    hareng
    Just got them to look in to it, close on £100 credit after this fiasco started some weeks back going from zero credit.
    Received notification of yet another Direct Debit change yesterday an increase of £10.
    That then when taken will put me approx £130 odd in credit end of this month after paying for actual usage.


    For what theyre charging monthly i havent used that much gas in 6 months. Current gas Whack 3.018p should get bill for about £2 plus associated costs and elec.
    • Thaiholls
    • By Thaiholls 7th Dec 18, 4:13 PM
    • 3 Posts
    • 2 Thanks
    Thaiholls
    Dd
    As others. £87 to £120 now £140. Nobody is able to do anything about it after some reasearch head of operations is Brad Goodfellows and with a bit of logic in the end conversed with him. My account has allways been in credit my last month bill was £95
    He/They are not prepared to change this, discussed it at length but in the end, No. Will be leaving when my year is up, if they are still trading by then...
    I am sure if this gentleman found himself being contacted by his customers all day then there might be some consideration given to there customers concerns !!!
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